Customer-Centric Culture
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Who "Owns" the Customer in Your Company?
Announcing our Customer Manifesto. Your Customers Will Soon Resolve Your Company’s Territorial Conflicts—Are You Ready?
by Patricia SeyboldCustomers are demanding control over their relationships and their information. We summarize these demands in our Customer Manifesto and offer implementation tips, best practices, and six steps to success. -
Designing a Customer Flight Deck(SM) System - Customer Goals
Step 2: Create the Customer Numbers/Depth of Customer Relationships Section
by Patricia SeyboldThe second step in creating a useful Customer Flight Deck is to review your company’s growth objectives. This will give you a basis for determining how to track your performance. -
Designing a Customer Flight Deck(SM) System - Customer Segmentation
Step 1: Select a Customer Segment to Monitor
by Patricia SeyboldThe first step in creating a useful Customer Flight Deck is to identify what customer segments you want to track. Focus on how and why customers buy. -
What Comes After CRM?
Customer-Led Business Transformation
by Patricia SeyboldInvesting in a Customer Relationship Management (CRM) strategy and system won’t give you sustainable profitability. Instead, you need to redesign your company’s business processes from your customers’ point of view. -
Designing a Customer Flight Deck(SM) Performance Management System
Introducing a Performance Management System for the Customer Economy
by Patricia SeyboldDesigning a Customer Flight DeckSM System can help you move your company from being product-centric to being customer-centric. -
The Customer Revolution
How to Thrive When Customers Are in Control
by Patricia SeyboldIn The Customer Revolution, the essential truths of business today are identified: “The Internet economy is the customer economy, and the fundamental source of value in the new customer economy is customers.” In the customer economy, the depth of your customer relationships is directly proportional to the value of your business. Attracting and retaining customers will be the core competencies of successful firms. Companies will be increasingly valued based on how they build relationships with their customers and on those customers' long-term value to the company.
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