In the automobile industry, Tesla focuses on product leadership, Lexus on customer intimacy, and Toyota on operational excellence. In financial services, Progressive focuses on product leadership ...

Mobile technologies are helping manufacturers innovate and manage today's challenges while setting the stage for ongoing improvements in customer engagement ... strategy that can transform operations, ...

One best-selling book offered these alternatives: (1) customer intimacy — delivering what specific customers want; (2) operations excellence — delivering quality, price, and ease of purchase ...

Pombriant identified two categories that, in the way companies look at CRM, can provide avenues for innovation and evolution: customer intimacy and operational excellence. And successful innovation, ...

One is “operational excellence,” a relentless ... Finally, there is “customer intimacy,” which involves moving beyond independent transactions to deep, long-term customer relationships ...

I think of a spectrum with customer intimacy on one end and operational excellence on the other, and CRM has a role to play all the way down the line. Right now we are stuck in the middle of the ...

Examples of this strategy abound. In the automobile industry, Tesla focuses on product leadership, Lexus on customer intimacy, and Toyota on operational excellence. In financial services, Progressive ...

One best-selling book offered these alternatives: 1) customer intimacy – delivering what specific customers want, 2) operations excellence – delivering quality, price, and ease of purchase and ...

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. Explore HBR ...