Best Practices & How-Tos
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Best Practices in Engaging Customer Community Members
Making It Easy and Exciting for Your Customers to Participate
by Matthew LeesStarting an online community is just the beginning. To build it, you’ve got to engage your customers. Implementing best practices to challenge, empower, and motivate your customers will enable it to grow and provide value over time. -
Best Practices, Lessons Learned, and Takeaways from Enterprise SOA Practitioners
A Report from InfoWorld’s SOA Executive Forum
by Brenda MichelsonAccording to real-world practitioners, SOA is an architectural strategy, not a product-centric strategy. We couldn’t agree more! Read this report to get SOA journey insights from enterprise practitioners—as shared at InfoWorld’s SOA Executive Forum. -
What Are Customer Experience Best Practices?
Summary of Our Findings from the APQC Total Customer Experience Benchmark and a Report Card for You
by Patricia SeyboldHere’s our high-level summary of the best practices that we discovered in a recent conference conducted by the American Productivity and Quality Council between 10/04 and 4/05. We include a Customer Experience Report Card you can use to rate yourselves. -
Best Practices in Dealing with Consumers’ Cross-Channel Retail Behavior
Meeting Consumers' 'Moments of Truth' as They Shop across Channels
by Patricia SeyboldMany of today’s consumers prefer to shop across channels—for example, researching online, buying in the store, and getting support by phone. Cross-channel retail poses significant challenges for retailers and for suppliers of consumer products. We offer -
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. -
Doug Engelbart’s Design for Knowledge-Based Organizations—Part 2
Co-Evolution of Organizations and Technology
by Patricia SeyboldThis companion to my 90-minute interview of Doug Engelbart, Together We Can Get There, focuses on his implementation of Bootstrapping: He describes how to unleash innovation and continuous improvement in your organization. -
Doug Engelbart’s Design for Knowledge-Based Organizations—Part 1
Required Technology: Open Hyperdocument Systems
by Patricia SeyboldAn overview of Doug Engelbart’s design principles for an Open Hyperdocument System. Why a new form of collaborative knowledge sharing is needed and what its characteristics should be.
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