Customer-Centric Culture
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Chief Customer Officer
Jeanne Bliss Explains How to Overcome Organizational Barriers to Attain a Customer-Centric Culture
by Patricia SeyboldThis book, Chief Customer Officer, is an accurate and useful guide that will help anyone understand how to move your organization through the steps required to shift your company’s culture to deliver a great customer experience. -
Making Outside Innovation the “Path of Least Resistance” in Your Organization
A Blueprint for Harnessing Customer-Led Innovation
by Patricia SeyboldOrganizations that are doing a great job of harnessing their customers’ creativity to fuel innovation have five practices in common. You can leapfrog your competition by taking these five steps. -
National Instruments
A 30-Year History of Enabling Customer Innovation
by Patricia SeyboldNational Instruments fosters customer-driven innovation in many ways. -
Customer Scenario® Design: An Approach for Outside Innovation
Co-Designing Your Business with Your Customers
by Patricia SeyboldHere are the fundamentals of Customer Scenario Mapping, our methodology for outside-in co-design. -
Lego Mindstorms NXT
Powered by Customers’ Inventiveness
by Patricia SeyboldLEGO® MINDSTORMS™ has been Lego’s highest revenue producing product. It was developed (and enhanced) by Lego’s customers. -
Streamline Business Processes that Impact the Customer
Make Sure the Customer’s Point of View Is the Design Center for Continuous Process Improvement
by Patricia SeyboldThe third critical success factor originally introduced in Customers.com® is “Streamline the Business Processes that Impact the Customer.” -
A Call for Accounting Transparency: The Value of Customers and Brands
New Rules for Disclosing Intangible Assets Will Require Reporting on Customer and Brand Assets
by Patricia SeyboldAccounting rules are about to change. Soon, your company will be required to break out the value of certain intangible assets on your balance sheet. Will you be ready? -
Establishing and Nurturing a Customer-Centric Culture
Lessons Learned from the Masters (Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End)
by Patricia SeyboldHow do you build and nurture a customer-centric culture? Here are some lessons learned from three very different kinds of companies: Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End. -
Building Buy-In for Customer-Centric Initiatives
Facilitate Group Interviews with Key Stakeholders to Build Trust and Momentum
by Patricia SeyboldUse this group interview technique to build a shared mental model of both current reality and a vision for the customer experience you’d like to be able to deliver. -
Design Your Quality of Customer Experience (QCE) Scorecard
Create a Small, Focused Set of Metrics; Measure What Matters to Your Customers
by Patricia SeyboldWe offer three best practice examples and describe the eight steps you can take to create your own QCE(SM) Scorecard. -
Customer Portals: Central to Your Customer Experience Strategy
Customer Portals Support Your Customers throughout Their Lifecycles
by Patricia SeyboldThere are three reasons why customer portals are hot: 1) you save money; 2) you increase customer satisfaction, loyalty, and profitability; and 3) you gain visibility into customers’ account information, their needs, and their preferences. -
Looking for Business Architects?
Check Out Your Ebusiness Leader
by Patricia SeyboldEbusiness visionaries are the true business architects of the 21st century. They invest now in the core services that will be required to both deliver immediate value to customers and partners and support the way the business will operate in the future. -
Why It's Hard to Prioritize IT Initiatives around End-Customer Impacting Issues
Current Disconnects between Business and IT; Suggestions for Bridging the Gaps
by Patricia SeyboldAre you having trouble getting customer-centric priorities at the top of your IT shopping list? You're not alone. There are increased tensions brewing between the business and IT for lots of good reasons. See if your organization looks like the picture w -
VP of Customer Intelligence
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldThe first priority of your VP of customer intelligence should be to act as the custodian for the information that your customers care about. -
Sr. IT Architect for Cross-Channel Customer Experience
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldIn order to deliver a great cross-channel experience to customers and partners, you’ll need to have a seasoned IT architect who is responsible for designing and evolving your application Architecture, services, and middleware to be customer adaptive. -
Capturing Customer Requirements for Content Management
Using Customer Scenario® Mapping to Gather Requirements for Information Attributes, Metadata, Roles, and Responsibilities
by Patricia SeyboldWhat’s the best way to scope and launch any ECM initiative? Start with the audience for the information; identify that audience’s critical scenarios; then identify the information and content required to support those scenarios, the content attributes an -
Emerging Governance Structures for Tackling Information Management
Laying the Structure for a Strategic Core Competency in Information Management
by Patricia SeyboldInformation management is looming as a necessary strategic core competence for organizations in the 21st century. Here’s how forward-thinking organizations are organizing themselves to tackle information management strategically. -
Wanted: Information Architects!
Improving the Findability of Enterprise Information
by Patricia SeyboldWe are in desperate need of information architects and other information professionals who can make sense of the mess of information we've created and is now exposed to our customers, our partners, and the world! -
Support for Business Processes (Theirs and Ours)
Your Customers' Scenarios Drive; Your Business Processes Support
by Patricia SeyboldWhat’s the relationship between customers’ business processes and your company’s business processes? They’re orthogonal. -
How to Prioritize Your Roadmap Using Customer Experience & Value
Rationalizing Your IT Services Across Projects and Business Units
by Patricia SeyboldHere’s a method for incorporating the Customer Experience into your IT planning.
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