Lead Change Blog
APRIL 26, 2011
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?
N2Growth Blog
FEBRUARY 24, 2018
A review of the project exposed the need for developing a mobile computing application as a means to support the newly reengineered business process; Service Delivery Project: A country-wide retailer wanted to initiate a voice of customer effort to better service and retain its customer-base.
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Harvard Business Review
AUGUST 8, 2011
At its 100-year milestone, IBM shows us what it takes to outlast depression, war, and intense competition in order to remain a market leader in the midst of ongoing technological innovation. Know your customers intimately. Know your customers intimately. Here are several lessons worth sharing.
Harvard Business Review
JUNE 17, 2015
In this article we look at three very different organizations – IBM, Rich Products, and Intuit – and the three different paths they have taken in reconfiguring their operations for more customer intimacy, by changing methods, reengineering processes, and transforming culture. IBM: Applying a Hybrid Design-Thinking Approach.
Harvard Business Review
FEBRUARY 2, 2018
The question really is: Can digital natives develop software-enabled solutions that siphon off significant value from industrial hardware? Mastery of hard science is a pre-requisite to develop software-based solutions on the hardware. Customer intimacy. The answer is “yes.” ” But it won’t be easy.
Harvard Business Review
MAY 29, 2013
But here are some examples of how brands are meeting the challenge: Develop customer intimacy. Every strategy begins with an understanding of your target customer. Innovations in Digital and Mobile Marketing An HBR Insight Center. We already know that. The Rise of the Mobile-Only User.
Harvard Business Review
MARCH 28, 2013
The key lies in developing and exploiting "proprietary data" — data that you and you alone possess. Without such data it is simply too easy for competitors to let you do the hard work of innovation, then copy your insights and erode your competitive advantage. But don't avoid this avenue on that score alone.
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