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 3, 2014
Most industry observers take the position that companies get distracted if they try to bootstrap a product with a service. Initially, the company relied entirely on services to get close to customers, understand and address their problems, and in the process generate revenues. Offering a service is one of the best ways to bootstrap.
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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
NOVEMBER 13, 2015
New technology promises to allow retailers to beat online players at their own game, transforming the customer experience and dramatically improving their positioning. One of the most exciting areas of development is the marrying of mobile apps, location sensing technologies (e.g.,
Harvard Business Review
JULY 29, 2013
We spoke with Mike Moorman, a senior leader in ZS Associates'' B2B sales and marketing practice and a leading authority on sales management, about how inside sales (which refers to sales positions done remotely from headquarters, without face-to-face meetings with clients) is transforming the way that B2B companies interact with their customers.
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