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Leading an “Issues and Vision” Discussion with Customers (and Partners)
Tips for Gaining a Lot of Customer Context in a Short Time (and How to Kick Off a Customer Scenario® Mapping Session)
by Patricia SeyboldWhat’s the most effective way to capture customers’ current and ideal requirements about your business, about current or potential products and services, about your processes, about the brand experience you offer? -
Business Process Execution Language (BPEL) Primer
Understanding an Important Component of SOA and Integration Strategies
by Brenda MichelsonInterested in BPEL for service orchestration? Integration? Business process development? Read this primer to get a handle on the basics: what BPEL is, what it's good for, how it works, and what it looks like. -
Survey: How Companies Apply Software to Improve Customer Service
Companies Want to Deliver an Effective Customer Experience for Customer Self-Service
by Susan AldrichIn March through May of this year, we surveyed 194 business and technology managers to identify the business and technology drivers behind customer service. -
Why the Buzz About Google Talk?
What’s Google’s Strategy for IM and VOIP, and How Will It Impact You?
by Patricia SeyboldGoogle’s introduction of Google Talk instant messaging and chat in August 2005 unleashed a huge buzz of speculation. Our take: Google is about to shake up the telecommunications industry. -
A Blogosphere Primer
Understanding the Basics: Blogging, Syndication, Reading, Searching, and Tagging
by Brenda MichelsonBlogging, and the blogosphere, are experiencing phenomenal growth. In this primer, we explain the blog and blogosphere basics, including blog structure, authoring, syndication, searching, reading, and tagging. -
Democratizing Innovation
Von Hippel’s New Book Stresses the Importance of Innovation by Lead Users
by Patricia SeyboldEric von Hippel’s book, Democratizing Innovation, describes how to harness the inventiveness of your lead users to create breakthrough products. -
Managing Product Content at Hewlett-Packard
A Practical, yet Innovative and Elegant Approach
by Mitchell KramerHewlett-Packard has designed, built, and implemented a system called HP Provisioner for managing its product content. This report is a case study that describes the motivation, approach, design, development, and implementation of HP Provisioner. -
Identifying Operational Customer Experience Metrics
How to Spot What Matters Most to Customers and Turn Those “Moments of Truth” into Metrics You Can Track
by Patricia SeyboldThis report provides an overview of operational customer experience metrics: What are they? Why do they matter? How do other companies identify and monitor them? How might you discover your customers’ metrics? -
Monitor Your Quality of Customer Experience
QCE vs. QoE: Monitor Operational Performance on the Things That Impact the Quality of Your Customer’s Experience with Your Brand
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 -
Return on Customer
Peppers and Rogers Popularize an Important Concept
by Patricia SeyboldPatricia Seybold reviews and recommends Don Rogers’ and Martha Peppers’ new book—Return on Customer—which continues the arguments that Seybold laid out in The Customer Revolution in 2001. -
Are You Handling Content Management as a Customer-Critical Issue?
Shoddy Content Management Will Adversely Impact the Value of Your Company
by Patricia SeyboldContent management issues are costing your company big bucks when measured in terms of customer lifetime value. What should you do about it? -
In Google We Trust?
What’s Google’s Impact on Your Strategy?
by Patricia SeyboldWhat’s your Google strategy? Google has become much more than a search engine. It’s now a major market force and a shaper of customer behavior. In fact, Google’s strategy may impact your company’s future, whether you pay attention or not! -
Concerns of Customers.com Visionaries in Q2 2005
Issues, Initiatives, and Requirements from Customer-Centric Executives in Q2 2005
by Patricia SeyboldOur hand-picked group of visionaries are committed to making it easy for their customers to do business with them. Here are the top-of-mind issues facing customer-centric visionary leaders in the first half of 2005. -
Web Services, Services and SOA: What Companies Care About
Results from Release 2 of our Web Services Survey
by Brenda MichelsonHere are the results from our 2005 Web Services and SOA survey, reporting on respondent adoption rates, investment plans, critical issues, and value expectations. -
Northern Light Enterprise Search Engine V.3.0
Low Price, High Value, and Programmer Friendly
by Susan AldrichNorthern Light Enterprise Search Engine V.3.0 stacks up well against our enterprise search evaluation criteria. -
Interviewing Customers for Your Customer Scenario Mapping Session
The Pre-Session Interview Enables Great Customer Scenario Choices
by Susan AldrichCustomer interviews are a critical step in preparing for a Customer Scenario® Mapping session. Here’s our script and tactics for the pre-session interviews. -
Knova Self-Service V.6: Self-Service and Support Search Solution
Advanced Linguistics, Auto Classification, and Ontology
by Susan AldrichKnova Self-Service V.6, a solution for resolution management on customer support Web sites, incorporates a search engine that stacks up well against our self-service and support search solution evaluation framework. -
Establishing Customer Experience Metrics Using Customer Scenario Maps
Developing Your Customer Flight Deck
by Susan AldrichUse customer metrics and moments of truth you identify in your Customer Scenario® Maps to create your QCE measurements. -
Selecting and Recruiting Customers for Customer Scenario® Mapping Sessions
How to Identify and Solicit the Right End-Customers for Customer Co-Design Sessions
by Patricia SeyboldWhat’s the best way to recruit customers (and partners) for Customer Scenario® Mapping sessions? Here are suggestions for ways to build customer co-design into your normal activities. We also describe what kinds of customers to recruit, and how many. -
A Call for Accounting Transparency: The Value of Customers and Brands
New Rules for Disclosing Intangible Assets Will Require Reporting on Customer and Brand Assets
by Patricia SeyboldAccounting rules are about to change. Soon, your company will be required to break out the value of certain intangible assets on your balance sheet. Will you be ready?
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