
98 • Lean Product Development: Make it Work!
CUSTOMER INTIMACY INTELLIGENCE: THE
ABILITY TO CREATE CUSTOMER INTIMACY
Customer intimacy intelligence is the ability to learn about cus-
tomers. To get it, product developers master the core skills that are
required to make the most of a customer interaction: identify specic
customers, make observations, conduct interviews, set up early-look
feedback sessions, and coordinate go-and-see visits. Once product
developers have mastered these skills with their current customers
and products, it becomes much easier for them to learn about new
markets and to engage with customers about future needs ...