Customer Intimacy Management Operations System 
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. You have to pick a lane and then shape the systems that shape the culture you need to execute on the strategy.
Harvard Business Review
SEPTEMBER 6, 2013
What is more important to company success, a strong external focus on customer experiences or an internal focus on effective and efficient operations? Bean have had lots of information about customers for many years that they have used to tailor offerings and services. As a direct marketer we have been good at customer intimacy.
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Harvard Business Review
MARCH 29, 2013
Most organizations continuously strive to achieve operational excellence, but they spend less effort understanding customer needs — and few marry these two sources of customer value effectively. In 1996 Tesco adopted Toyota Production System approaches to take its supply chain operations to an even higher level.
Harvard Business Review
AUGUST 8, 2011
IBM began as a computing and tabulation company, selling an array of products, including meat slicers, scales, employee time-keeping systems, and other goods. Know your customers intimately. Know your customers intimately. Cultivate collective responsibility based on "systems knowledge". had big plans for the company.
Harvard Business Review
JUNE 24, 2013
In his book Antifragile , Nassim Nicholas Taleb describes how some systems, such as biological ones, gain from disorder. Anti-fragile systems love randomness and uncertainty; going beyond resilience or robustness, they get stronger with stress and volatility. In recent years, Tesco stumbled in launching new stores in the U.S.
Harvard Business Review
JUNE 17, 2015
Yet wanting to be closer with customers, and knowing what actual, operational pathways to take in order to achieve this are two very different things. This way, they can respond very quickly to new or changing customer needs, incrementally. The Future of Operations. Insight Center. Sponsored by GE Corporate.
Lead Change Blog
OCTOBER 16, 2015
We live in a time flush with high efficiency, cost control, and lean operations. Not only has waste and expense been wrung out of most systems, too often so has the heart and soul of the people serving people. Bar coded packaging today drives inventory control, P&L calculations, and all manner of financial management processes.
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