Customer Intimacy vs. Customer Satisfaction

CO2

These paths are clearly and effectively outlined by Fred Wiersema and Michael Treacy in The Discipline of Market Leaders: Choose Your Customers, Narrow Your Focus, Dominate Your Market : 1) Operational Excellence – Lowest Cost. 2) Product Leader – Best Product or Service.

Customer Intimacy, Meet Operational Excellence

Harvard Business Review

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.

The Lesson of the Screaming Shrimp

CO2

What are you showing your customers that might be unappetizing? It’s hard to see your product or service through an objective lens. If you want an objective look at your customer experience, you need another set of eyes, ears, and hands.

Operational Excellence, Meet Customer Intimacy

Harvard Business Review

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. Consider Tesco , one of the world's largest retailers with over 500,000 employees, which has spent the last three decades improving its supply chain processes, and the last two decades collecting and analyzing customer data. Customers Operations

Gutting the Talent Bench

Lead Change Blog

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? How are you doing in the other two areas?

5 Ways to Become Indispensable

N2Growth Blog

Wouldn’t you like to become indispensable to your customers? While there’s not one sure fire formula to follow to become indispensable, you can do some things to improve your chances that you’ll “stick” to your customers.

The Number 1 Tip to Ensure Returns on Your Firm’s Digital Strategy

N2Growth Blog

A review of the project exposed the need for developing a mobile computing application as a means to support the newly reengineered business process; Service Delivery Project: A country-wide retailer wanted to initiate a voice of customer effort to better service and retain its customer-base. A review of the strategy recognized that the best solution for it to remain competitive required a retooling of its packaged software products into a Software-as-a- Service (SaaS) solution.

Creativity - The Key To The Challenge of Complexity for CEOs

Six Disciplines

The most successful organizations co-create products and services with customers, and integrate customers into core processes.They are adopting new channels to engage and stay in tune with customers. By drawing more insight from the available data, successful CEOs make customer intimacy their number-one priority. Better performers manage complexity on behalf of their organizations, customers and partners.

The Small Business Advantage

Six Disciplines

This small team was one of the most productive, spirited and lively groups I''ve ever known. In small businesses, however, there are fewer decision-makers, and they’re so close to customers, employees and daily operations that they can get a sense of whether a decision is right or wrong very quickly. Customer Intimacy. In smaller organizations, a much greater percentage of employees work with customers directly.

How IBM, Intuit, and Rich Products Became More Customer-Centric

Harvard Business Review

How well do you know your customers? 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. Rich Products , a $3.3

The Small Business Advantage

Six Disciplines

This small team was one of the most productive, spirited and lively groups I''ve ever known. In small businesses, however, there are fewer decision-makers, and they’re so close to customers, employees and daily operations that they can get a sense of whether a decision is right or wrong very quickly. Customer Intimacy. In smaller organizations, a much greater percentage of employees work with customers directly.

Start-ups: Before You Launch Your Product, Start With a Service

Harvard Business Review

Most industry observers take the position that companies get distracted if they try to bootstrap a product with a service. But from where I sit, bootstrapping products with services is a tried and true method. AgilOne, a company that provides cloud-based predictive customer analytics, was founded by Omer Artun in 2006. Initially, the company relied entirely on services to get close to customers, understand and address their problems, and in the process generate revenues.

Standard Operating Procedures Can Make You More Flexible

Harvard Business Review

They can actually make it easier to tailor customer experiences at low cost. Yet at the same time they use these standards as a springboard for creating unique solutions for each customer based on a deep understanding of their needs. (I Customers Health Operations

IBM at 100: How to Outlast Depression, War, and Competition

Harvard Business Review

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. Launched in August 1981, the IBM PC was an extraordinary triumph — in the first full year of production, the company's microcomputing revenues topped $500 million. Newly appointed CEO Lou Gerstner logged thousands of hours visiting customers, industry experts and analysts.

Embracing Digital Change Requires a Clear Strategic Focus - SPONSOR CONTENT FROM DXC TECHNOLOGY

Harvard Business Review

Operational excellence, customer intimacy, or product leadership — successful companies excel in one dimension and perform well in the others. While some banks and insurers were known for their service or products, most have long focused on operating as efficiently as possible. Internal departments and employees were once seen as the CIO’s customers.

CIO 8

Can Anyone Stop Amazon from Winning the Industrial Internet?

Harvard Business Review

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). An aircraft engine is unlikely to become a purely digital product any time soon! Customer intimacy.

What Apple, Lending Club, and AirBnB Know About Collaborating with Customers

Harvard Business Review

The idea of “co-creating” with customers has been circulating for years, but until recently few companies effectively exploited its power or understood its contribution to the bottom line. By leveraging customer networks and their tangible (e.g. Your customers are waiting.

CRM 14

The Potential of Geolocation for Revolutionizing Retail

Harvard Business Review

Online stores are always open and are available anywhere, have “endless aisles” and can use digital tools to personalize offers to customer preferences. GPS), and data analytics to improve the in-store experience for customers. How leading companies connect with customers.

Win the Attention of Your Distracted Consumer

Harvard Business Review

smartphone users reach for their devices to check prices, read reviews and compare product information — both inside and outside the store. But here are some examples of how brands are meeting the challenge: Develop customer intimacy. A guy walks into a store.

The Growing Power of Inside Sales

Harvard Business Review

SAP has refocused its large and growing inside sales team towards working with channel partners, rather than directly with customers, as part of a strategic initiative aimed at increasing channel sales to 40% of the company''s total sales by 2015. By stages of the customer engagement process.

B2B 10

How to Fund Indian Start-Ups

Harvard Business Review

Today we’re seeing a maturing of the industry, and entrepreneurs now want to build products as well. Or they want to combine products and services. Using IT services to generate cash and develop customer intimacy, it is entirely possible to build products. As such, you cannot expect to be able to get to a product-market fit in three months.

Understanding Customers Is Everyone's Job

Harvard Business Review

Going to market effectively these days, no matter what business you''re in, means relating to customers as individuals — even if there are millions of them. retailer Tesco built detailed profiles of customers and then used these insights and a flexible supply chain to customize their products and offers. Creating products and services for market segments of one (" mass customization ") isn''t easy.

Invest in Proprietary Data for Competitive Advantage

Harvard Business Review

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. One retailer develops an insight into customer behavior and others follow suit. For example, pharmacies build a patient's prescription history to better identify possible drug interactions, suggest cheaper generics, and get customers into their stores.