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. Know your customers intimately. Cultivate collective responsibility based on "systems knowledge".

Customer Intimacy 14

Customer Intimacy How To Mass Marketing System 14

Harvard Business Review

JUNE 17, 2015

We have shifted from a competitive landscape in which companies are more exclusively focused on external forces affecting their industries and sectors, to one that has become significantly more customer-centric. Consider the battle waged by IBM’s software development teams between competing methods for getting closer to customers.

Productivity 8

Productivity Products Customer Intimacy Software 8

Lead Change Blog

OCTOBER 16, 2015

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. We seem to be getting longer on high tech; shorter on high touch.

P&L 150

P&L Customer Intimacy Price Retail 150

Harvard Business Review

FEBRUARY 3, 2014

Outside the Valley, the startup eco-systems are mostly immature, and the probability gets even lower. 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. Fewer than 1% who try actually succeed.

Productivity 8

Productivity Products Customer Intimacy Benchmarking 8

Harvard Business Review

APRIL 18, 2013

The biggest changes, not surprisingly, are in the marketing function, itself — the source of these new, more detailed customer insights. It means building a profile of each customer, based on transaction and social media data (e.g., Companies know far more about their customers by analyzing all the data they collect on them.

Customer Intimacy 8

Customer Intimacy Supply Chain Market Segmentation Human Resources 8

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. for the right incentives and shared value.

CRM 8

CRM Brand Business Model Intangible Assets 8