Customer Intimacy vs. Customer Satisfaction
CO2
NOVEMBER 17, 2011
These paths are clearly and effectively outlined by Fred Wiersema and Michael Treacy in The Discipline of Market Leaders: Choose Your Customers, Narrow Your Focus, Dominate Your Market : 1) Operational Excellence – Lowest Cost. 3) Customer Intimacy – Best Overall Solution. Much has been written about operational excellence and product leadership, but customer intimacy hasn’t received as much attention.
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