Standard Operating Procedures Can Make You More Flexible

Harvard Business Review

They can actually make it easier to tailor customer experiences at low cost. Yet at the same time they use these standards as a springboard for creating unique solutions for each customer based on a deep understanding of their needs. (I Customers Health Operations

How IBM, Intuit, and Rich Products Became More Customer-Centric

Harvard Business Review

How well do you know your customers? We have shifted from a competitive landscape in which companies are more exclusively focused on external forces affecting their industries and sectors, to one that has become significantly more customer-centric. Operations Customers Design

Can Anyone Stop Amazon from Winning the Industrial Internet?

Harvard Business Review

An aircraft engine is unlikely to become a purely digital product any time soon! We don’t expect Amazon or Microsoft or IBM to design, make, and market agricultural tractors, aircraft engines, or MR scanners. Companies like Rolls Royce design and manufacture jet engines. Customer intimacy. Industrial giants have well-established brands, built strong customer relationships, and signed long-term service contracts.

Understanding Customers Is Everyone's Job

Harvard Business Review

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. Creating products and services for market segments of one (" mass customization ") isn''t easy. They''re using tailored suggestions to drive customer loyalty.