• Blog
• Articles
• Books
• Training
• Consulting

Business Processes

• Netflix.com Wins Patent on Business Methods

  Turning Customers' Moments of Truth into a Sustainable Business Advantage

  by Patricia Seybold

  We 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
  Jul. 10, 2003

  Strategies

  0 comments

  

• Gathering Customers' Real Requirements

  Uncovering Customers' Moments of Truth

  by Patricia Seybold

  Gathering customer requirements can be tough. Particularly if customers can't envision the possibilities of how they might reach their outcomes in a dramatically different way.
  Jul. 3, 2003

  Strategies

  0 comments

  

• 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 Seybold

  Business 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®
  May. 8, 2003

  All Members

  0 comments

  

• Support for Business Processes (Theirs and Ours)

  Your Customers' Scenarios Drive; Your Business Processes Support

  by Patricia Seybold

  What’s the relationship between customers’ business processes and your company’s business processes? They’re orthogonal.
  Apr. 17, 2003

  All Members

  0 comments

  

• The Next Big Thing: Adaptive Business Process Management

  Making Processes Reflect the Dynamic Nature of Business Today

  by Patricia Seybold

  Static business processes cannot address continually-changing customer requirements.
  Oct. 10, 2002

  All Members

  0 comments

  

• BPR for CRM?

  Whose Business Processes Are You Redesigning? Make Sure It’s the Ones that Customers Care About!

  by Patricia Seybold

  Best practices in CRM are an alluring goal, but make sure you start with processes that the customers care about.
  Sep. 19, 2002

  All Members

  0 comments

  

• Workflow Is Not Dead; It’s Just Buried

  Meta-Process Management and Web Services Will Lead to the Era of Adaptive Business Process Management

  by Ronni Marshak

  The workflow tools of the 1990s haven't gone away; they have become embedded in enterprise applications.
  May. 9, 2002

  All Members

  0 comments

  

• Building Business Relationships through Product Information Assets

  Using Electronic Catalogs to Forge Connections among Manufacturers, Distributors, and Buyers

  by Geoffrey Bock

  Managing product content relies on more than the search capabilities of a robust electronic catalog and the ability to access the information over the Internet.
  Apr. 25, 2002

  All Members

  0 comments

  

• Ford Launches the ePIM Initiative:

  Using WebSphere and MQSeries to Integrate Disparate Enterprise Applications

  by Geoffrey Bock

  Ford Motor Company launched the enterprise Product Information Management (ePIM) initiative in 1999.
  Feb. 28, 2002

  All Members

  0 comments

  

• The Rebirth of Collaboration

  Keeping Collaboration, Workflow, Collaborative Commerce, and Business Process Automation Straight!

  by David Marshak

  Collaboration is hot! However it is also being confused with business process integration, collaborative commerce, and workflow.
  Feb. 28, 2002

  All Members

  0 comments

  

• Will Your Company Be Well-Positioned When the Economy Rebounds?

  Focus on Adaptive Business Processes, Workflow, Collaboration, Information-in-Context, and End-to-Edge Visibility

  by Patricia Seybold

  This report outlines steps your company will need to take to be prepared when the economy rebounds.
  Feb. 28, 2002

  All Members

  0 comments

  

• Saving Customers’ Time: Master Customer Scenario® Design

  How National Semiconductor, Tesco, and Buzzsaw.com Use Customer Scenarios to Improve Customer Experience

  by Patricia Seybold

  Customer Scenario® Design is a technique that, when used well, will ultimately save your customers time and foster customer loyalty.
  Jun. 7, 2001

  All Members

  0 comments

  

• The Customer Revolution

  How to Thrive When Customers Are in Control

  by Patricia Seybold

  In 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.
  Jun. 1, 2001

  All Members

  0 comments

  

• National Semiconductor Seduces Its Value Chain

  A Best Practice in Electronic Commerce

  by Patricia Seybold

  National Semi continues to impress us with the deliberate way it continuously extends the reach of its electronic business initiatives.
  May. 1, 1998

  All Members

  0 comments