Harvard Business Review

MARCH 29, 2013

While a focus on lowering costs, improving quality, and providing consistent, reliable service will continue to be important, I see a shift in the coming decade to combining operational excellence with customer intimacy: tailored solutions for individual customers based on a deep understanding of their needs.

Customer Intimacy 8

Customer Intimacy Operations Supply Chain Transportation 8

Harvard Business Review

JUNE 24, 2013

If lucky, a start-up grows and develops a success formula. retailer, spent the last three decades improving its supply chain processes, and designing and launching a series of services, including smaller local convenience stores and online shopping. With maturity, however, it can become rigid and fragile. Not anymore.".

Organization 8

Organization Supply Chain Customer Intimacy Stress 8

Harvard Business Review

MARCH 28, 2013

The key lies in developing and exploiting "proprietary data" — data that you and you alone possess. Retailers, such as Amazon, Kroger, and Target, use this data to tailor their advertising for John Smith. One retailer develops an insight into customer behavior and others follow suit.

Competitive Advantage 8

Competitive Advantage Customer Intimacy Supply Chain Retail 8

Harvard Business Review

APRIL 18, 2013

Going to market effectively these days, no matter what business you''re in, means relating to customers as individuals — even if there are millions of them. retailer Tesco built detailed profiles of customers and then used these insights and a flexible supply chain to customize their products and offers.

Customer Intimacy 8

Customer Intimacy Supply Chain Market Segmentation Human Resources 8