December 28th, 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 along with 20 other initiatives, assign it to some low level committee, and hopes to be done in a year.