Brand Management
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What Business Models Work in an Open Source World?
Cohesive Financial Technologies: How a Software Start-Up Thinks through Its Options
by Patricia SeyboldHow does open source work as part of a business model? A start-up company explains how to think through the different dimensions of open source. -
Muji
Engaging Customers to Help with Product Design
by Patricia SeyboldMuji—a well-known retail brand in Japan—has integrated customer input and suggestions into its core business operations. Muji encourages customers to submit product design ideas and to comment and vote on each others' ideas. -
What's on the Minds of Lead Customer-Centric Executives in 2006?
Patty’s Visionaries Share Their Visions, Their Realities, and What’s Working for Them
by Patricia SeyboldPatty Seybold’s visionary customer-centric executives are engaging with customers in new ways to co-design better offerings and experiences. -
Koko Fitness
Discovering Baby Boomers’ Health and Fitness Issues
by Patricia SeyboldKoko Fitness is a new start-up company that was designed from the outside in—starting with customers’ desired outcomes. -
Introduction to Outside Innovation
The Outside Innovation Imperative
by Patricia SeyboldThe outside innovation process involves engaging with lead users and lead customers in a variety of roles to create new products, processes, and business models. There are 7 ways in which outside innovation differs from traditional innovation processes. -
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. -
Zopa Case Study: How Zopa Is Creating a New Financial Services Exchange
Peer-to-Peer Lending and Borrowing for “Freeformers”
by Patricia SeyboldHere’s a description of what the Zopa team did to meet their target audiences’ key scenarios and to design their business once they clearly understood those scenarios. -
Own the Customer’s Total Experience
Taking Responsibility Leads to Customer Loyalty
by Patricia SeyboldThe second critical success factor originally introduced in Customers.com is “Own the Customer’s Total Experience.” -
Meeting the Customer Experience Challenge
What’s Your Current Situation? What’s Your Vision?
by Patricia SeyboldHow does a company that delivers a great customer experience look, feel and behave? Here’s the vision that our clients have of what they’re attempting to achieve as they strive to improve the Quality of the Customer ExperienceSM they deliver. -
In Google We Trust?
What’s Google’s Impact on Your Strategy?
by Patricia SeyboldWhat’s your Google strategy? Google has become much more than a search engine. It’s now a major market force and a shaper of customer behavior. In fact, Google’s strategy may impact your company’s future, whether you pay attention or not! -
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? -
Apple’s Lessons for the Rest of Us
Customer-Led Innovation
by Patricia SeyboldApple’s iPod strategy is paying off brilliantly. The popular iPod, with its iTunes legal music library, has created a halo effect for the rest of Apple’s computer business. -
E.piphany Advisor
Products That Can Improve Your Customer Experience
by Mitchell KramerEpiphany Advisor is a suite of three products, specialized implementations of those products for retail financial services and communications companies, and tightly packaged integrations of the products with PeopleSoft and Siebel CRM applications. You ca -
Comergent E-Business System 6.4
Marketing and Selling Complex Products Directly to Customers and Indirectly through Partners
by Mitchell KramerThe Comergent E-Business System can help you deliver a customer experience across all the phases of the customer lifecycle and across Web and contact center touchpoints, either directly to end customers or indirectly through a multitier partner channel. -
Banks Measure What Matters to Customers—and Improve Service
Leading Practitioners Now Measure the Quality of Customer Experience
by Patricia SeyboldBanks and other financial services firms are focusing on the Quality of Customer Experience for critical customer scenarios. Here are a couple of examples of how banks are measuring and improving what matters to their prospects and customers. -
Best Practices in Dealing with Consumers’ Cross-Channel Retail Behavior
Meeting Consumers' 'Moments of Truth' as They Shop across Channels
by Patricia SeyboldMany of today’s consumers prefer to shop across channels—for example, researching online, buying in the store, and getting support by phone. Cross-channel retail poses significant challenges for retailers and for suppliers of consumer products. We offer -
Who Needs a Premium Product Search Engine?
When Basic Search Will Satisfy Findability, and When You Need a Premium Search Engine
by Susan AldrichWe offer a quick self assessment for marketing executives to determine whether a premium product search engine will boost findability. -
Chordiant 5
How Chordiant’s CRM Suite Stacks Up Against Our Framework for Evaluating Multi-Channel CRM Solutions
by Mitchell KramerThis report assesses the functionality, administration, and Architecture of Chordiant 5 against our evaluation and comparison framework for the multi-channel CRM. -
The Future of Marketing and Branding
What Can We Learn from Watching 8- to 14-Year-Olds Interact with Markets and Brands around the World?
by Patricia SeyboldIntroducing a seminal global study on 8- to 14-year-old consumers. You’ll learn how today’s tween-agers will set the pace for tomorrow’s marketing and brand strategies. -
Epiphany E.6
How E.piphany’s CRM Suite Stacks Up against Our Framework for Evaluating Multi-Channel CRM Solutions
by Mitchell KramerThis report assesses the functionality, administration, and Architecture of E.piphany E.6 against our evaluation and comparison framework for multi-channel CRM.
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