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.

Productivity 8

Productivity Products Customer Intimacy Software 8

Harvard Business Review

NOVEMBER 13, 2015

New technology promises to allow retailers to beat online players at their own game, transforming the customer experience and dramatically improving their positioning. GPS), and data analytics to improve the in-store experience for customers.

Retail 8

Retail Customer Intimacy Loyalty Real Estate 8

Harvard Business Review

FEBRUARY 2, 2018

Customer intimacy. Industrial giants have well-established brands, built strong customer relationships, and signed long-term service contracts. They’ve won the customer’s trust, which is why customers are willing to share data. Not, really. Will industrial companies take the lead? Both have a chance.

Industry 8

Industry Software Six Sigma Engineering 8