Lead Change Blog

APRIL 26, 2011

What is your organization’s claim to fame—operational excellence, customer intimacy or product leadership? If your focus is customer intimacy, do the employees who personally excel at operational excellence and product leadership feel engaged or disenfranchised in your workplace?

Customer Intimacy 281

Customer Intimacy Operations Productivity Products 281

Harvard Business Review

AUGUST 8, 2011

At its 100-year milestone, IBM shows us what it takes to outlast depression, war, and intense competition in order to remain a market leader in the midst of ongoing technological innovation. Know your customers intimately. Faster, cheaper and more nimble competitors had eaten away at Big Blue's market leadership.

Customer Intimacy 15

Customer Intimacy How To Mass Marketing System 15

Harvard Business Review

JUNE 17, 2015

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. Then he meets with the leadership team.

Productivity 8

Productivity Products Customer Intimacy Software 8

Harvard Business Review

FEBRUARY 2, 2018

But who is likely to assume leadership in creating and capturing economic value in Type 3 products: Digital natives or industry incumbents? Customer intimacy. Industrial giants have well-established brands, built strong customer relationships, and signed long-term service contracts. Ford or Tesla? Rolls Royce or IBM?

Industry 8

Industry Software Six Sigma Engineering 8

Six Disciplines

OCTOBER 19, 2011

In a recently released study from IBM , based on face-to-face conversations with more than 1,500 chief executive officers worldwide, “creativity” has been identified as the single most important leadership competency for enterprises seeking a path through this complexity.

Creativity 82

Creativity CEO Customer Intimacy Chief Executive Officer 82

Harvard Business Review

JULY 3, 2015

Today, however, by exploiting new digital technologies, firms like Apple, Lending Club, and AirBnB have made customer co-creation of value central to their business models and in doing so now rank among the world’s most innovative and valuable firms. Evaluate your leadership team’s openness to co-creation as well.

CRM 8

CRM Brand Business Model Intangible Assets 8