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? How are you doing in the other two areas?
N2Growth Blog
FEBRUARY 24, 2018
Upon review, the provision of a Web-based sales support product was determined to be needed as a condition of project completion; Customer Intimacy Project: A regional financial services firm new it was losing customers because they lacked the necessary tools to give their customers the attention that they sought.
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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. Newly appointed CEO Lou Gerstner logged thousands of hours visiting customers, industry experts and analysts.
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. IBM: Applying a Hybrid Design-Thinking Approach.
Harvard Business Review
NOVEMBER 13, 2015
Heat map data can then be used to compare stores and departments (or theoretically, even create rankings of employees) which all could be used to optimize the retail experience for particular customer segments. Today’s brick-and-mortar retailers are in an arms race with pure-play online competitors for the hearts and minds of customers.
Six Disciplines
OCTOBER 19, 2011
Key findings from the IBM study: Today’s complexity is only expected to rise, and more than half of CEOs doubt their ability to manage it. Standouts practice and encourage experimentation and innovation throughout their organizations. Better performers manage complexity on behalf of their organizations, customers and partners.
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. But they might see a dramatic change in engagement and innovation if they did.
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