Customer Intimacy vs. Customer Satisfaction
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. 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?