Customer-Centric Culture
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Why Customer Experience Shouldn't Report to Marketing
Operations May Be a Better Home for Your Top Customer Experience Exec
by Patricia SeyboldWhere should your top Customer Experience executive sit in your organization? Don’t make customer experience a marketing position. The person responsible for your organization’s CX should ideally have purview over your entire company’s operations. -
How to Think About Your Customer Experience and User Experience Design Strategy
Make CX and UX Design “The Unique Way We Design Products and Experiences for Customers”
by Patricia Seybold, Ronni MarshakCustomer experience (CX) and user experience (UX) design are strategic differentiators. We advocate creating a unified CX/UX strategy and elevating it to one of your three top initiatives. Here are some guidelines. -
The Four Cs of Business Process Management: Communication, Coordination, Collaboration and Customers!
Integrating People, Activities, and Operational Processes
by Ronni MarshakEnd-to-End Business Processes must integrate applications, people, and content. -
Customers.com Handbook
A Handbook for Your Customers.com® Initiatives—Parts 1 to 4
by Patricia SeyboldIn Customers.com Classic, we described the successful Internet Strategies of sixteen different best practices organizations. Those firms are still ahead of the pack in executing customer-centric strategies that keep customers loyal and empowered. There are eight core competencies that these early leaders adopted. Now, 12 years later, those same core competencies still stand the test of time. -
Going Social Globally: A Global Perspective on Customer Relationships and Social Media
An Interview with Bill Decker, Principal, Partners International
by Matthew LeesAccording to Bill Decker, going social globally means understanding the relationships between company and customer and how they vary from culture to culture. Through diverse examples, Decker gives recommendations on avoiding common cultural pitfalls. -
Bootstrapping Innovation
Leveraging the Collective IQ to Achieve Powerful Results
by Ronni MarshakThe Doug Engelbart Institute's Bootstrapping Innovation system provides a structure for empowering people to solve complex problems together. -
Map Ideal Customer Experiences with Cross-Functional Teams
Why and When to Map Customer Scenarios with Internal Stakeholders
by Ronni MarshakThere’s great value in using the Customer Scenario Mapping technique internally as a tool that helps your employees become more customer-centric, even without direct customer engagement. -
AIP UniPHY: Creating a Professional Social Network
How the American Institute of Physics Is Creating Value Add for Its Members
by Patricia SeyboldHow do you build a social network for professionals? The American Institute of Physics is paving the way by pre-populating the profiles and network connections of physics experts based on the research papers these experts have co-authored. -
Five Steps to Success in Designing a Customer-Centric Business
Chapter 1 – Customers.com 2.0
by Patricia SeyboldA 5-step prescription for customer-centric executives to design new businesses or re-focus existing organizations and win customers for life. -
How Customer-Centric Visionaries Make Information Valuable
Make Information Actionable and Connect People to People
by Patricia SeyboldVisionaries—ebusiness leaders—take content very seriously. They don't just post it; they make it multi-dimensional and actionable. -
How Keds Uses Zazzle's Customization
Best Practices from the MIT Smart Customization Seminar 2008
by Patricia SeyboldKeds is giving customers the ability to put their own designs on their sneakers by taking advantage of Zazzle.com. Zazzle is a customer-centric ecosystem that lets customers create their own designs to products and then buy or resell their creations. -
What Are Visionary Customer-Centric Execs Thinking About?
Engaging with Customers to Innovate, Solve Problems, and Keep their Brands Focused on Customers' Goals
by Patricia SeyboldPatty’s Visionaries are the leading customer-centric executives who are transforming their companies (and their industries) from the outside in. This is an overview of some of the topics they discussed in their Spring 2008 meeting. -
Corporate Executive Board Responds to Customers’ Request for Increased Collaboration
Providing a Collaborative Environment for Sharing Messages about Compliance and Ethics
by Ronni MarshakCorporate Executive Board's Compliance and Ethics Leadership Council respond to their members' desired for a collaborative environment for sharing information. Ronnie Kann, Program Director of the council talks about the collaboration efforts. -
How Should You Manage Customer and Partner Portals?
Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldThis PSG Classic report presents the do’s and don’t’s of managing customer and partner portals. Although written several years ago, the rules of thumb presented still hold true and are perhaps even more applicable to today’s portal environments. -
MedStar Health
Using Collaboration to Improve Healthcare from Good to Great
An interview with Dr. Peter Basch, Medical Director of Ambulatory Clinical Systems by Ronni Marshak
MedStar Health uses solutions from healthcare solutions provider Kryptiq to provide seamless secure communications among medical staff and patients as well as to implement a pro-active health program. -
Partner Portals Should Be Combined with Customer Portals
Why Not Design Your Partner Portals to Surround and Complement Your Customer Portals?
by Patricia SeyboldPartner portals and customer portals should be designed and managed together. The information and resources that partners need overlap with the information and resources customers want and need. -
Why CRM Is the Wrong Answer to the Wrong Question
Are You Investing in the Right Stuff?
by Patricia SeyboldCRM applications do a lousy job of addressing the strategic customer issues that every organization faces. If you’re in the process of yet another round of CRM improvements, perhaps it’s time to take a fresh look at what your strategy really should be. -
Outside In
What’s Beyond Web 2.0 and Enterprise 2.0? Biz 3.0!
by Patricia SeyboldTim O’Reilly got the world thinking in new ways about the Internet with his principles of Web 2.0. Expanding from these principles, we can define the next generation of business, or Biz 3.0. -
How to Get From Product 2.0 to BIZ 3.0
Redeploy your Product-related Web 2.0 Services to Help Customers Reach Their Goals
by Patricia SeyboldWeb 2.0 offers the ability to support each product lifecycle phase with Internet-enabled services. We call this approach: Product 2.0. -
Customer Innovation Guide: Five Roles Your Customers Should Be Playing
How Engaged Are Your Customers in Shaping the Future of Your Business?
by Patricia SeyboldThis guide explores the five different roles that customers can play and companies can leverage to become an outside innovation organization.
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