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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. 2) Cultivate your human connections.

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Business Model Generation : Blog | Executive Coaching | CO2 Partners

CO2

These are: Customer Segments – An organization serves one or several customer segments.

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Standard Operating Procedures Can Make You More Flexible

Harvard Business Review

As Chief Marketing Officer Paul Matsen told me, "We use enterprise-wide standards. There is one marketing communications team, and we work across all our institutes, such as heart and vascular, or cancer. Another example at Cleveland Clinic is in search engine marketing. It''s a very efficient model for patient access.

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Strategic Planning Steps

CO2

Look at the diagram and decide which one is right for you (based upon your products and services, and your culture).