Customer/Outside Innovation
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The Death of Command and Control?
Leaders of Large Organizations in Business, Politics, and Even the Military Are in for Some Big Surprises
by Marc PrenskyYour organization’s culture is about to be challenged by the “Digital Natives” who have entered the workforce. Are you prepared? Unlikely. -
Gathering Customers' Real Requirements
Uncovering Customers' Moments of Truth
by Patricia SeyboldGathering customer requirements can be tough. Particularly if customers can't envision the possibilities of how they might reach their outcomes in a dramatically different way. -
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. -
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. -
Saving Customers’ Time: Master Customer Scenario® Design
How National Semiconductor, Tesco, and Buzzsaw.com Use Customer Scenarios to Improve Customer Experience
by Patricia SeyboldCustomer Scenario® Design is a technique that, when used well, will ultimately save your customers time and foster customer loyalty. -
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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