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Customer Intimacy vs. Customer Satisfaction


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. How are you operationalizing it?

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Gutting the Talent Bench

Lead Change Blog

What is your organization’s claim to fame—operational excellence, customer intimacy or product leadership? If your focus is customer intimacy, do the employees who personally excel at operational excellence and product leadership feel engaged or disenfranchised in your workplace? How are you doing in the other two areas?


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The Number 1 Tip to Ensure Returns on Your Firm’s Digital Strategy

N2Growth Blog

A review of the project identified an opportunity to build an online customer support portal as a means to better capture and understand customer needs; Sales Support Project: A global manufacturer determined that its sales force performance was less than stellar.

Strategy 191
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5 Ways to Become Indispensable

N2Growth Blog

To close, every business aspires to become indispensable to their customers. I know that my firm, N2Growth, seeks that level of customer intimacy with every client, and, I know that we practice the principles outlined above – becoming “very sticky” with the vast majority of the firms that we serve.

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The Senior Leader’s Checklist for Shaping Company Culture

Next Level Blog

The authors argued that companies had to pick between one of three paths to value creation and success in the market – operational excellence, customer intimacy or product leadership. Back in my own days as an executive, I was hugely influenced by a book called The Discipline of Market Leaders.

Company 246
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The Small Business Advantage

Six Disciplines

In small businesses, however, there are fewer decision-makers, and they’re so close to customers, employees and daily operations that they can get a sense of whether a decision is right or wrong very quickly. Customer Intimacy. In smaller organizations, a much greater percentage of employees work with customers directly.

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Customer Intimacy, Meet Operational Excellence

Harvard Business Review

As a direct marketer we have been good at customer intimacy. We know a lot about our customers. We have known for a long time that we needed to be operationally excellent, but in the past we''ve fixed problems reactively, after the event, to keep customers happy. But it isn''t easy.