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

Harvard Business Review

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.

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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! But who is likely to assume leadership in creating and capturing economic value in Type 3 products: Digital natives or industry incumbents? Companies like Rolls Royce design and manufacture jet engines. Customer intimacy.

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Standard Operating Procedures Can Make You More Flexible

Harvard Business Review

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 I call this understanding and tailoring "customer intimacy" ). The result is a powerful combination that fulfills two customer value propositions at the same time.