Articles
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What Business Models Work in an Open Source World?
Cohesive Financial Technologies: How a Software Start-Up Thinks through Its Options
by Patricia SeyboldHow does open source work as part of a business model? A start-up company explains how to think through the different dimensions of open source. -
Bathing Your Organization in Real-Time Customer Context
Using Online Communities to Understand Customers’ Passions, Issues, and Needs
by Patricia SeyboldLearn how a number of consumer companies—Hallmark, Unilever, Kraft, RC2 and Charles Schwab—are using vibrant online customer communities to help them design and market their products. -
Muji
Engaging Customers to Help with Product Design
by Patricia SeyboldMuji—a well-known retail brand in Japan—has integrated customer input and suggestions into its core business operations. Muji encourages customers to submit product design ideas and to comment and vote on each others' ideas. -
Staples
Customers Help Bring a Customer Experience Promise to Life
by Patricia SeyboldStaples, the office supplies retailer, has outpaced its competition by deeply understanding what its target customers—small business office supplies buyers—really care about. -
Seeker Experience Survey
Is Search Getting Better?
by Susan AldrichOur survey of seeker experience and projects to improve findability indicate much is spent, but much is left to be done. -
Let Customers Help Themselves
Offer Self-Service throughout the Customer Lifecycle
by Ronni MarshakThe fifth critical success factor originally introduced in Customers.com is “Let Customers Help Themselves.” -
What's on the Minds of Lead Customer-Centric Executives in 2006?
Patty’s Visionaries Share Their Visions, Their Realities, and What’s Working for Them
by Patricia SeyboldPatty Seybold’s visionary customer-centric executives are engaging with customers in new ways to co-design better offerings and experiences. -
Customer Portals Evaluation Framework, Version 2
How to Select the Best Portal Technology Platform for Your Customers
by Mitchell KramerIn this report, we describe version 2 of our framework for evaluating portal platforms for customer portals and explain how and why we’ve refined it. -
Making Outside Innovation the “Path of Least Resistance” in Your Organization
A Blueprint for Harnessing Customer-Led Innovation
by Patricia SeyboldOrganizations that are doing a great job of harnessing their customers’ creativity to fuel innovation have five practices in common. You can leapfrog your competition by taking these five steps. -
Observations from the Field: SOA
Conversations with Architects and Technologists on the Hard Part, the Hype, and Zero Code
by Brenda MichelsonEach week, we interact with individuals from both enterprises and technology providers, on a broad range of topics. These interactions surface recurring themes and interesting insights. This report shares insights gleaned on SOA. -
Customer Portals Research Findings
Refining Our Evaluation Framework
by Mitchell KramerTo match customer requirements, reflect product capabilities, and improve product comparisons, we have refined the evaluation criteria of our framework for customer portals. The refinements are presented in this report. -
Bloomingdales.com
Merchandising and Customer Experience
by Susan AldrichBloomingdales.com achieves a high score when measured against Patricia Seybold Group’s E-Merchandising Framework. -
Mozilla Firefox
Supporting Innovation and Choice by Moving Software to Open Source
by Patricia SeyboldFor anyone interested in understanding how to engage customers in co-designing a new product of any kind, the story of Mozilla Firefox provides some great best practices. -
Koko Fitness
Discovering Baby Boomers’ Health and Fitness Issues
by Patricia SeyboldKoko Fitness is a new start-up company that was designed from the outside in—starting with customers’ desired outcomes. -
Macys.com
Merchandising and Customer Experience
by Susan AldrichMacys.com achieves a high score when measured against Patricia Seybold Group’s e-merchandising framework. -
National Instruments
A 30-Year History of Enabling Customer Innovation
by Patricia SeyboldNational Instruments fosters customer-driven innovation in many ways. -
Introduction to Outside Innovation
The Outside Innovation Imperative
by Patricia SeyboldThe outside innovation process involves engaging with lead users and lead customers in a variety of roles to create new products, processes, and business models. There are 7 ways in which outside innovation differs from traditional innovation processes. -
Customer Scenario® Design: An Approach for Outside Innovation
Co-Designing Your Business with Your Customers
by Patricia SeyboldHere are the fundamentals of Customer Scenario Mapping, our methodology for outside-in co-design. -
The History of Customer Scenario® Design
Co-Designed and Evolved with Customers
by Patricia SeyboldOur Customer Scenario® Mapping methodology was a long-term result of our first outside-in design session with customers, almost 20 years ago. -
Lego Mindstorms NXT
Powered by Customers’ Inventiveness
by Patricia SeyboldLEGO® MINDSTORMS™ has been Lego’s highest revenue producing product. It was developed (and enhanced) by Lego’s customers.
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