Customer Intimacy Innovation Productivity Products 
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?
N2Growth Blog
FEBRUARY 24, 2018
A review of the project identified an opportunity to build an online customer support portal as a means to better capture and understand customer needs; Sales Support Project: A global manufacturer determined that its sales force performance was less than stellar.
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Harvard Business Review
JUNE 17, 2015
Now, every company of any scale and in any sector wants to be closer to its customers, to understand them more deeply, and to tailor their products and services to serve them more precisely. Consider the battle waged by IBM’s software development teams between competing methods for getting closer to customers.
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
FEBRUARY 2, 2018
There are three types of products today. Type 2: These are once-analog products that have now been converted into digital products, such as photography, books, and music. These products are typically sold as a service via digital distribution platforms (Audible.com for books, Spotify for music, Netflix for movies).
Harvard Business Review
MARCH 28, 2013
Data promises a lot of new value, from insights that lead to better-targeted advertising, to ideas for new products, to "this changes everything" discoveries — the "expensive" half of Brand's observations. So you have these two fighting against each other.". This assessment is spot on. But realists fully appreciate the "free" half.
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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