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. Perhaps that’s what inspired Fred Wiersema to go on to write Customer Intimacy: Pick Your Partners, Shape Your Culture, Win Together.