Customer Requirements & Moments of Truth
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How to Prioritize Your Roadmap Using Customer Experience & Value
Rationalizing Your IT Services Across Projects and Business Units
by Patricia SeyboldHere’s a method for incorporating the Customer Experience into your IT planning. -
On the Front Lines of the Customer Revolution: Part 3
The Potential of Broadband Wireless
by Patricia SeyboldAn interesting “Customer Revolution” skirmish is underway this Spring as the feud between broadbased wire-less service providers and satellite radio providers heats up. -
On the Front Lines of the Customer Revolution: Part 2
The Internet Radio Royalties Battlefield
by Patricia SeyboldAn interesting “Customer Revolution” skirmish is underway this Spring as Internet radio providers are struggling to survive the status quo in the music-royalty arena. -
On the Front Lines of the Customer Revolution: Part 1
The Phone Number Portability Skirmish
by Patricia SeyboldAn interesting “Customer Revolution” skirmish is underway this Spring, as customers are demanding the right to own their cell phone numbers across carriers. -
Closed-Loop Meta-Process Management
Gaining Visibility into Linked Processes that Address Customer Scenarios
by Ronni MarshakIn order to address customer scenarios, multiple business processes must be launched and linked. -
Designing a Customer Flight Deck(SM) System - Customer Goals
Step 2: Create the Customer Numbers/Depth of Customer Relationships Section
by Patricia SeyboldThe second step in creating a useful Customer Flight Deck is to review your company’s growth objectives. This will give you a basis for determining how to track your performance. -
Designing a Customer Flight Deck(SM) System - Customer Segmentation
Step 1: Select a Customer Segment to Monitor
by Patricia SeyboldThe first step in creating a useful Customer Flight Deck is to identify what customer segments you want to track. Focus on how and why customers buy. -
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. -
Designing a Customer Flight Deck(SM) Performance Management System
Introducing a Performance Management System for the Customer Economy
by Patricia SeyboldDesigning a Customer Flight DeckSM System can help you move your company from being product-centric to being customer-centric. -
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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