Next Level Blog

FEBRUARY 1, 2022

The authors argued that companies had to pick between one of three paths to value creation and success in the market – operational excellence, customer intimacy or product leadership. If you liked what you read here, subscribe here to get my latest ideas on how to lead and live at your best. The answer is twenty years ago.

Company 246

Company Customer Intimacy Schein Long-term 246

Six Disciplines

DECEMBER 13, 2013

Another businessman understood how to use this advantage. In small businesses, however, there are fewer decision-makers, and they’re so close to customers, employees and daily operations that they can get a sense of whether a decision is right or wrong very quickly. Customer Intimacy. I feel like a number.

Customer Intimacy 133

Customer Intimacy Hammer Competitive Advantage Organization 133

Six Disciplines

MAY 17, 2013

Another businessman understood how to use this advantage. In small businesses, however, there are fewer decision-makers, and they’re so close to customers, employees and daily operations that they can get a sense of whether a decision is right or wrong very quickly. Customer Intimacy. I feel like a number.

Customer Intimacy 116

Customer Intimacy Hammer Competitive Advantage Organization 116

Harvard Business Review

SEPTEMBER 6, 2013

As a direct marketer we have been good at customer intimacy. We know a lot about our customers. We have known for a long time that we needed to be operationally excellent, but in the past we''ve fixed problems reactively, after the event, to keep customers happy. But it isn''t easy.

Customer Intimacy 8

Customer Intimacy Operations Supply Chain Retail 8

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

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.

Customer Intimacy 14

Customer Intimacy How To Mass Marketing System 14

Harvard Business Review

JULY 19, 2017

Operational excellence, customer intimacy, or product leadership — successful companies excel in one dimension and perform well in the others. How to Become a Digital Enterprise. 6 Digital Trends Are Poised to Transform How We Work. Digital transformation requires new strengths.

Technology 8

Technology CIO Content Customer Intimacy 8