Customer Ecosystems
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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. -
The History of Customer Scenario® Design
Co-Designed and Evolved with Customers
by Patricia SeyboldOur Customer Scenario® Mapping methodology was a long-term result of our first outside-in design session with customers, almost 20 years ago. -
Customer Scenario® Design: An Approach for Outside Innovation
Co-Designing Your Business with Your Customers
by Patricia SeyboldHere are the fundamentals of Customer Scenario Mapping, our methodology for outside-in co-design. -
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. -
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. -
Customer Portals: Central to Your Customer Experience Strategy
Customer Portals Support Your Customers throughout Their Lifecycles
by Patricia SeyboldThere are three reasons why customer portals are hot: 1) you save money; 2) you increase customer satisfaction, loyalty, and profitability; and 3) you gain visibility into customers’ account information, their needs, and their preferences. -
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 -
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. -
It's a Matter of Trust
In Consumer Customer Scenarios®, Don't Underestimate the Importance of a Trusted and Independent Third Party
by Ronni MarshakConsumers are often resistant to buying from manufacturer’s Web sites. What can you do establish trust and increase your sales? -
Supporting the Partner Channel
Education and Services Can Help Partners Truly Add Value, Keeping Them and Customers Satisfied
by Patricia SeyboldA well-educated and well-supported partner will help you make more sales. -
What Customer-Centric Executives Need to Know about Portals:
A Customer-Driven Approach
by David MarshakCustomer-centric executives should adopt portals as the latest tool in their arsenal for managing the customer experience. -
The Amazon/Office Depot Relationship for Selling Computer Components
Offering a Seamless Customer Experience across Multiple Business Partners
by Geoffrey BockAmazon and its business partners are raising the bar in multi-party-merchandising of commodity products. Amazon, Tech Depot, and Viking Components each provide essential content to create a seamless customer experience. -
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. -
Where Do We Stand on Customer Value and QCE?
Results of the Self-Assessment on How Well Positioned Your Organization Is for Managing By and For Customer Value & Monitoring & Improving the Quality of Your Customer Experience
by Susan AldrichHow did 1,327 executives and key managers rate their companies’ ability to manage by and for customer value and monitor and improve the Quality of your Customer ExperienceSM as compared to Patricia Seybold Group’s best practices? -
Don’t Wait to Extend Your Enterprise!
How Should You Prioritize Your Initiatives? Start from the Outside In
by Patricia SeyboldCompanies that focus on internal operational efficiencies rather than extended-enterprise applications are doomed to failure! -
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. -
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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