Make It Easy for Your Customers to Do Business with You
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Target the Right Customers
The First Step in Making It Easy for Customers to Do Business with You
by Patricia SeyboldOf the eight critical success factors originally introduced in Customers.com, “Target the right customer” is the first step towards making it easy for customers to do business with you. -
Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 2)
Anticipating the "Moments of Truth" that Surface Consistently in B2B Customers' Scenarios
by Patricia SeyboldIn many customer scenarios, there are common moments of truth that emerge despite differences in the customers' businesses. This report looks at those moments of truth that surface consistently in B2B select & buy scenarios. -
Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 1)
Unpacking "Moments of Truth" that Surface Consistently in B2B Customers' Scenarios
by Patricia SeyboldBefore you begin a Customer Scenario® Mapping exercise, you should capture the context of the scenario. -
Rethinking CRM
Customers Don't Want to Be Managed; They Do Want Good Experiences and Outcomes
by Patricia SeyboldToday’s customer-centric executives have expanded the purview of their CRM initiatives to encompass end-to-end customer experience management. Their mandate now includes merchandising and product information, as well as all customer-impacting operational -
Designing a Customer-In CMR Environment
Start by Making it Easy for Customers to Manage their Relationships with Your Firm; Then Worry about Managing Your Relationships with Them
by Patricia SeyboldWe have a unique opportunity to rethink our own information systems from scratch, we start from the outside in: with customer self-service, customer profile management, and customer transaction management. -
Making Progress in Cross-Channel Retail
Sears and Lands' End Take Great Strides in Their Merger, but They Still Have Opportunities to Grab
by Patricia SeyboldSears and Lands’ End are just over a year into their merger. Here’s a progress report on merger progress to-date. -
Identifying the Right Customers and Context
Building the Foundation for a Customer Scenario
by Ronni MarshakBefore you begin a Customer Scenario® Mapping exercise, you should capture the context of the scenario. -
Lands’ End Brings the Softer Side to Sears
How the Lands’ End/Sears Combo Stacks Up as a Multi-Channel Retailer
by Patricia SeyboldWe’ve identified eight core competencies that we believe multi-channel retailers need to master in order to thrive in the Customer Economy. Sears, with its recent acquisition of Lands’ End, stacks up pretty well on all eight counts. -
The Five Waves of CRM
How CRM Functionality and Architecture Have Evolved
by Patricia SeyboldCRM has been a moving target, moving through five distinct waves of demands and technology solutions. -
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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