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Customer/Employee Empowerment

• Wanted: Information Architects!

  Improving the Findability of Enterprise Information

  by Patricia Seybold

  We 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!
  Jun. 26, 2003

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• How to Prioritize Your Roadmap Using Customer Experience & Value

  Rationalizing Your IT Services Across Projects and Business Units

  by Patricia Seybold

  Here’s a method for incorporating the Customer Experience into your IT planning.
  Nov. 7, 2002

  Strategies

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• 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 Seybold

  Customers 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.
  Jul. 18, 2002

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• Don’t Wait to Extend Your Enterprise!

  How Should You Prioritize Your Initiatives? Start from the Outside In

  by Patricia Seybold

  Companies that focus on internal operational efficiencies rather than extended-enterprise applications are doomed to failure!
  Jan. 17, 2002

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• 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

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• 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

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