Harvard Business Review
SEPTEMBER 23, 2016
Online security and customer intimacy go hand in hand. A goal here, particularly with the final option, is to add enough friction into the process to stymie fraudsters, sending them off to pick on someone else, without making customers’ lives more difficult or stopping them from completing their transactions.
Harvard Business Review
AUGUST 8, 2011
Newly appointed CEO Lou Gerstner logged thousands of hours visiting customers, industry experts and analysts. He then set about transforming the company to rekindle IBM's historic commitment to customer intimacy, to make the organization much more integrated, and to streamline operations.
Harvard Business Review
APRIL 18, 2013
But enhanced marketing capability, by itself, is not sufficient for gaining maximum customer intimacy. All the company functions must collaborate towards this goal. The video went viral, and caused Verizon to change its policies.
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