Vadim Kotelnikov    

Customer Intimacy

Stay close to your customers to achieve better results


Business e-Coach  Success 360  Kore 10 Tips


Customer Intimacy Customer Partnership Coaching Customers Tailoring Outside-In Company CUSTOMER INTIMACY as a Competitive Advantage: Tailoring, Partnering, Coaching

Eight Attributes of Corporate Success

  • Continued contact with customers... More


Employee Empowerment: Key Benefits

  • Getting closer to the customers... More

Customer Retention

Customer Satisfaction >> Listening to Your Customer

Customer Service >> Cross-functional

Tailoring Solutions To Customer Needs

Coaching    Customer Partnership >> Co-innovate with Customer

Value Innovation >> 10 Tips >> Quotes

Customer-driven Innovation    Innovation Is Love

Why Customer Intimacy?

"Customers grow ever more demanding, and suppliers must change just to keep up."  
~ Fred Wiersema

Customer intimacy is the largest source of your growth, sustainable competitive advantage Download PowerPoint presentation, pdf e-book, and profit. Everyone in your organization should practice it.

Example of Customer Intimacy

Customer-intimate companies bring an entirely fresh perspective. They discover unsuspected problems, detect unrealized potential, and create a dynamic synergy with customers. They often merge their operations with those of their customers. In the integration of their operations, suppliers become more than merely useful: They become indispensable.1

Customer Success 360 Download PowerPoint presentation, pdf e-book

Customer Care

Create Customer Value: 10 Lessons from Konosuke Matsushita

Customer Intimacy as a Competitive Advantage

Businesses have traditionally relied on technology and product innovation for competitive advantage. However, as products became commodities due to global competition and relentless technological advances, the battleground for differentiation and customer value creation shifted to customer intimacy and service. This service-focused competitive strategy has worked well for numerous companies across various industry sectors.

New Mindset a New Way of Doing Business

Customer-intimate companies develop a new mindset a new way of doing business with new values, new vision, new strategies, new systems, and new structures.  They are in the business of creating new value for their customers. Rather than simply react to their customers' every whim, customer-intimate suppliers discover how to provide complete solutions to customers' needs.

Value Innovation: Yin-Yang Strategies Download PowerPoint presentation, pdf e-book

Surprise To Win: 3 Strategies Download PowerPoint presentation, pdf e-book

Creating Sustainable Profits: 9 Questions To Answer

Customer Intimacy vs. Customer Satisfaction

"Customer intimacy doesn't call for increasing customer satisfaction. It requires taking responsibility for customer results. It doesn't impose arm's length goodwill. It requires down-in-the-trenches solidarity, the exchange of useful information, and the cooperative pursuit of results."1

Case Studies  25 Lessons from Jack Welch

Jack Welch's goal was to make GE "the world's most competitive enterprise." Welch believed in trying to know every employee and every customer, just like a village grocer. Welch even nicknamed GE "the grocery store": "What is important at the grocery store is just as important in engines or medical systems. If the customer isn't satisfied, if the stuff is getting stale, if the shelf isn't right, or if the offerings aren't right, it's the same thing. You manage it like a small organization. You don't get hung on zeros."... More


Mother Teresa

Kind word can be short and easy to speak, but their echoes are truly endless.


Sam Walton's rules for buiding a great business

The goal as a company is

to have customer service that is not just the best but legendary.  >>>

Sam Walton


Michael Dell advice

If we're smart enough and quick enough to listen to customer needs, we'll succeed.

Michael Dell

Dell Inc.



1. Customer Intimacy, Fred Wiersema

2. Hug Your Customers, Jack Mitchell