Key Roles & Responsibilities
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VP of Customer Intelligence
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldThe first priority of your VP of customer intelligence should be to act as the custodian for the information that your customers care about. -
Sr. IT Architect for Cross-Channel Customer Experience
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldIn order to deliver a great cross-channel experience to customers and partners, you’ll need to have a seasoned IT architect who is responsible for designing and evolving your application Architecture, services, and middleware to be customer adaptive. -
How to Think about Search
Findability Factors Include Technology and Tasks
by Susan AldrichThere are a lot of people who think search is terrible. We believe that the dissatisfaction reflects a focus on the wrong problem. The problem is not search. The problem is findability. -
From Scenarios to Solutions: Use Case Techniques Applied, Part 3
Transforming Customer Scenarios to Use Cases
by Robert Eugene SheltonThis report works through the third part of a case study of translating Customer Scenarios to Use Cases. -
From Scenarios to Solutions: Use Case Techniques Applied, Part 2
Transforming Customer Scenarios to Use Cases
by Robert Eugene SheltonThis report works through the second part of a case study of translating Customer Scenarios to Use Cases, focusing on getting the list of Use Cases right. -
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 -
From Scenarios to Solutions: Use Case Techniques Applied, Part 1
Transforming Customer Scenarios to Use Cases
by Robert Eugene SheltonThis report works through an example of translating Customer Scenarios into Use Case models and provides guidelines for successful identification of the Use Case model system boundary, actors and Use Cases. -
From Scenarios to Solutions: Use Cases
Mapping Customer Scenarios to Use Cases
by Robert Eugene SheltonThis report shows how to map Customer Scenarios to Use Cases and describes how to determine when and if such mapping is appropriate for your organization and situation. -
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. -
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! -
How Should You Manage Content within Your Enterprise?
Seven Key Issues that Are Critical to Success
by Patricia SeyboldHow should you organize and staff to ensure success in your enterprise content management initiative? Don’t make content management an IT project. -
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. -
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.
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