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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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. Back in my own days as an executive, I was hugely influenced by a book called The Discipline of Market Leaders.
Harvard Business Review
SEPTEMBER 6, 2013
As a direct marketer we have been good at customer intimacy. We know a lot about our customers. We have known for a long time that we needed to be operationally excellent, but in the past we''ve fixed problems reactively, after the event, to keep customers happy. But it isn''t easy.
Harvard Business Review
MARCH 29, 2013
While a focus on lowering costs, improving quality, and providing consistent, reliable service will continue to be important, I see a shift in the coming decade to combining operational excellence with customer intimacy: tailored solutions for individual customers based on a deep understanding of their needs.
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
FEBRUARY 3, 2014
Seed investors are mostly operating as growth investors, expecting that the entrepreneur will somehow manage to bridge the gap and bring a concept to realization. Most industry observers take the position that companies get distracted if they try to bootstrap a product with a service. This remains a controversial point of view.
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