Insights

  • March 10, 2014

    Innovating Past the Customer: The Limits of Innovation

    In our line of work, we often see companies which innovate past the point that customers need or will pay for.  We have seen this phenomenon in almost every B2B product group. The cause?  A mistaken belief or assumption that companies can compete only through continuous innovation which is translated as continuous ...
    View More
  • February 02, 2014

    Developing True Solutions – Not Product Development

    Typically in the Form phase of the Customer Intimacy Journey, you will develop the initial True Solutions™ sets and take them to market. Like product development, a framework and process exists to define, develop and take your Solutions to market in a deliberate and defined manner. This building block is key ...
    View More
  • January 30, 2014

    Why Solution Selling Isn’t Enough

    Most B2B companies strive to build an intimate and trusted relationship with their customers, at least that’s what they say they want. They expend a lot of energy educating their sales professionals to work in that space thinking that this is the area most in need of help. After dedicating ...
    View More
  • January 28, 2014

    Customer Intimacy: Linking Service Delivery to Value Creation

    Eighty-eight percent of all CEOs say getting closer to the customer is the most important dimension to realize their strategy in the next five years.  According to an IBM study, “The most successful organizations co-create products and services with customers, and integrate customers into core processes. They are adopting new ...
    View More
  • December 28, 2013

    The CEO and Customer Intimacy

    In senior executive circles, the idea that True Customer Intimacy is a business model transformation initiative is often greeted with knowing smiles and nods, but little understanding of what’s truly required. More often than not, the CEO expresses great interest in theCustomer Intimacy model but then wants to implement it ...
    View More
  • November 29, 2013

    Beyond Solution Selling: Customer Intimacy as a Path to True Solutions

    During the first stage of the Customer Intimacy Journey it is important to create and deliver solutions that have a visible impact with your clients.   As you know, terms like “solutions” and “customer intimacy” are overused in the management consulting industry, and I believe often mean too little.  In this blog, ...
    View More
  • October 25, 2013

    Under Investment: The Biggest Threat to Customer Intimacy Transformation

    What puts the Customer Intimacy journey at risk? Under investment is the answer.  It will require: money, time, effort, attention, adjustment (things never work as planned), and most of all perseverance.   Something to always keep in mind – think about the transformation as pushing something through a brick wall – if ...
    View More
  • September 28, 2013

    Keeping Momentum: The Customer Intimacy Transformation Challenge

    Anything worth doing is, by definition, challenging and requires fortitude. How do you keep the organization focused and maintain the momentum?   Let’s keep in mind that companies have difficulty focusing for long periods of time and (like children) want immediate gratification. Therefore you and those who are like minded must ...
    View More