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.
As we mentioned earlier there will be natural forces within the company that will work against its success – normal, but they can be destructive, as we see in many public cases of organizational transformation attempts.
Internecine warfare is a common reaction when you set about changing your business model. It’s not simply a go-to-market adjustment. When building a customer intimacy business model, their are several unique attributes that cannot, and must not, be compromised:
The Customer Intimacy journey requires focus for an extended period of time, and even when companies take the long view, living through the natural disappointments of this size of business model transformation can discourage the best organizations.
Thus, the importance of gaining a shared view of the business cannot be overstated.
There is no consistent way for organizations to absorb and adopt truth. But, I think understanding what they need – depending on type of organization and driver of decisions – helps in gaining a shared view.