CO2
NOVEMBER 17, 2011
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. 3) Customer Intimacy – Best Overall Solution. How are you operationalizing it?
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.
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Harvard Business Review
SEPTEMBER 6, 2013
Bean is embarking on a major investment in its systems infrastructure. Terry Sutton , vice president of business transformation, told me that "The systems we''re implementing are about operational excellence. As a direct marketer we have been good at customer intimacy. We know a lot about our customers.
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
SEPTEMBER 23, 2016
Online security and customer intimacy go hand in hand. These cues can include: A message that security systems have been updated, often with a link to details. And this customer intimacy can be leveraged to protect your customers.
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. Newly appointed CEO Lou Gerstner logged thousands of hours visiting customers, industry experts and analysts.
Harvard Business Review
JUNE 17, 2015
In this article we look at three very different organizations – IBM, Rich Products, and Intuit – and the three different paths they have taken in reconfiguring their operations for more customer intimacy, by changing methods, reengineering processes, and transforming culture. IBM: Applying a Hybrid Design-Thinking Approach.
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