Customer Experience & VOC

  • The Future of Enterprise Management

    By 2005, Today’s Top Solutions Will Be Irrelevant and Inexpensive

    by Susan Aldrich
    Enterprise systems management as we know it today is on the way to irrelevance. It is about to be replaced by a new wave of enterprise management solutions.
    Sep. 6, 2001
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  • Meta Customer Flight Deck(SM)

    What Metrics You Should be Tracking to Correlate Customer Experience with ROI ?

    by Patricia Seybold
    Here's a listing of the key customer metrics you should be monitoring to ensure that you're delivering a great Quality of Customer Experience (QCE) and reaping the rewards in profits and marketshare.
    Aug. 23, 2001
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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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