Michael Treacy & Fred Wiersema. “Customer Intimacy and Other Value Disciplines,” Harvard Business Review, January-February 1993.
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См. Brad Power. “Operational Excellence. Meet Customer Intimacy,” Harvard Business Review, March 29, 2013. ; Steven Van Belleghem, “Niet meer kiezen tussen operational excellence en customer intimacy,” , November 26, 2014. . Airbnb и Uber высоко ценят как близость к потребителю, так и операционное мастерство.
