Make It Easy for Your Customers to Get Things Done
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Where Does Support Fit in Your Customers’ Lifecycles? Everywhere!
Support Isn't a Stage in the Customer Lifecycle; It's the Engine That Drives it!
by Patricia SeyboldCustomers need to be supported throughout their entire lifecycle, not just during the post-sales stage. Customer support should be the engine that drives your business process improvements. -
HP Provides Cross-Channel Inventory Visibility
Responding to the Moment of Truth: 'Where Is This Product in Stock?'
by Patricia SeyboldOne of customers' "moments of truth" in deciding which product to buy is knowing where the product is in stock and how soon they can receive it. Hewlett-Packard's Internet marketing group has partnered with Channel Intelligence to provide near-real-time -
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 -
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. -
Netflix.com Wins Patent on Business Methods
Turning Customers' Moments of Truth into a Sustainable Business Advantage
by Patricia SeyboldWe think that Netflix deserved to receive a patent for its innovative approach to renting DVDs (or videogames, or music). Why? The company has demonstrated that it understands its customers’ critical “moments of truth,” and has designed a business model -
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! -
Beware of Business Process Management
Be Careful about Adopting Internally-Driven Business Processes; Instead, Design a Customer-Adaptive Enterprise Using a Services-Oriented Approach
by Patricia SeyboldBusiness processes are internally-focused, difficult to design, hard to adapt, and have very short shelf-lives. Instead of wasting time designing business processes, we recommend that you identify the services required to support key Customer Scenarios® -
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. -
Common Pitfalls to Avoid in CRM
Think Customer-Managed Relationships (CMR) First and You’ll be On the Right Track
by Patricia SeyboldMany CRM initiatives aren't gaining traction because they've been implemented poorly. We've found eight common problems that keep CRM efforts from taking off. -
The Next Big Thing: Adaptive Business Process Management
Making Processes Reflect the Dynamic Nature of Business Today
by Patricia SeyboldStatic business processes cannot address continually-changing customer requirements. -
Good, Old-Fashioned, Customer Service
Just Keep Your Promises, and You’re Almost There!
by Ronni MarshakEven a no-tech example can showcase best practices in providing customer service. -
BPR for CRM?
Whose Business Processes Are You Redesigning? Make Sure It’s the Ones that Customers Care About!
by Patricia SeyboldBest practices in CRM are an alluring goal, but make sure you start with processes that the customers care about. -
On the Front Lines of the Customer Revolution: Part 3
The Potential of Broadband Wireless
by Patricia SeyboldAn interesting “Customer Revolution” skirmish is underway this Spring as the feud between broadbased wire-less service providers and satellite radio providers heats up. -
On the Front Lines of the Customer Revolution: Part 2
The Internet Radio Royalties Battlefield
by Patricia SeyboldAn interesting “Customer Revolution” skirmish is underway this Spring as Internet radio providers are struggling to survive the status quo in the music-royalty arena. -
On the Front Lines of the Customer Revolution: Part 1
The Phone Number Portability Skirmish
by Patricia SeyboldAn interesting “Customer Revolution” skirmish is underway this Spring, as customers are demanding the right to own their cell phone numbers across carriers. -
Ronni Marshak on Customer Experience: Multi-Channel Shopping
A Commerce Experience Should Be a Blended One
by Ronni MarshakMost of us mix and match touchpoints in a blended-channel shopping experience. -
Saving Customers’ Time: Master Customer Scenario® Design
How National Semiconductor, Tesco, and Buzzsaw.com Use Customer Scenarios to Improve Customer Experience
by Patricia SeyboldCustomer Scenario® Design is a technique that, when used well, will ultimately save your customers time and foster customer loyalty. -
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. -
National Semiconductor Seduces Its Value Chain
A Best Practice in Electronic Commerce
by Patricia SeyboldNational Semi continues to impress us with the deliberate way it continuously extends the reach of its electronic business initiatives.
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