Metrics, Scorecards, ROI
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High Tech Companies Grade themselves on the Quality of Customer Experience they Offer
Different Results According to Different Roles
by Susan AldrichHow you evaluate yourself on how well you provide a Quality of Customer Experience seems to depend on what your role is in your organization. See how executives at high-tech companies rated themselves. -
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. -
Where Do We Stand on Customer Value and QCE?
Results of the Self-Assessment on How Well Positioned Your Organization Is for Managing By and For Customer Value & Monitoring & Improving the Quality of Your Customer Experience
by Susan AldrichHow did 1,327 executives and key managers rate their companies’ ability to manage by and for customer value and monitor and improve the Quality of your Customer ExperienceSM as compared to Patricia Seybold Group’s best practices? -
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. -
Framework for Quality of Customer Experience (QCE) Management
Building Blocks that Support your Customer Measurement System, Changing Goals, Processes, and Executives’ Practices
by Susan AldrichHow do you create your own living breathing Customer Flight DeckSM? We offer an architectural framework for dealing with data collection, Customer Flight Deck presentation, and the layers in between. -
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. -
Measuring Moments of Truth:
Prioritizing Your Measurement of Quality of Customer Experience
by Susan AldrichUnderstanding how Quality of Customer Experience (QCE) metrics differ from quality of experience (QoE) metrics will help you deliver the quality of experience your customers expect. -
Meta Customer Flight Deck(SM)
What Metrics You Should be Tracking to Correlate Customer Experience with ROI ?
by Patricia SeyboldHere'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. -
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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