Customer Intimacy vs. Customer Satisfaction


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. Much has been written about operational excellence and product leadership, but customer intimacy hasn’t received as much attention. What is the focus of your strategic plan –operational excellence, product leadership, or customer intimacy?

Business Model Generation : Blog | Executive Coaching | CO2 Partners


His book Just Ask Leadership - Why Great Managers Always Ask The Right Questions (McGraw Hill 2009). RSS Feed Schedule a Call Free E-Book Assessment Test Coffee Schedule Coaching Lunch About Us CO2 Story Our Approach Our Successes Our Executive Coaches Gary B.

Standard Operating Procedures Can Make You More Flexible

Harvard Business Review

Twenty years ago my friends Michael Treacy and Fred Wiersema asserted in their HBR article "Customer Intimacy and other Value Disciplines" that leading companies succeed by excelling at one of three "value disciplines" — operational excellence, customer intimacy or product leadership — while meeting industry standards in the other two. Most people think standard operating procedures are a strait jacket that limits their flexibility.