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"Service-Oriented World" Cheat Sheet
A Guide to Key Concepts, Technology, and More…
by Brenda MichelsonAre you thinking about SOA? Are you trying to separate fact from fiction? Do you want to learn the key concepts, technology, and keys to success? Then read this “service-oriented world” cheat sheet! -
Let Customers Co-Design Your Customer-Critical Initiatives
How and When to Use Customer Scenario® Mapping
by Patricia SeyboldWhat’s the best way to gather customer requirements? Invite customers to co-design their ideal processes with your cross-functional team. Design your requirements to meet your customers’ future requirements. -
Nurturing Customer Loyalty in the B2B World
Know and Nurture Your Internal Advocates
by Patricia SeyboldWe spend a lot of our time these days working with the customer advocacy and customer experience teams at large software and systems companies. -
Content Management Goes Back to the Future
Content Management Is Evolving Today as Data Management Did Twenty-Five Years Ago
by Mitchell KramerWhat is the future of content management? Just look at data management’s past. -
Enterprise Service Bus Q&A
Considering the Enterprise Service Bus as a Backbone Candidate for the Networked Integration Environment
by Brenda MichelsonWhat is an enterprise service bus, really? How does it fit in your enterprise integration architecture? How about your SOA? Read this report to get answers to the hot questions surrounding the ESB. -
Discovering Findability Requirements from Customer Scenario Maps
Building Your Search and Navigation Approach
by Susan AldrichOur findability requirements discovery methodology is centered on customer requirements and the customer’s perspective. -
SOA, All Over Again
The Second Coming of Service-Oriented Architecture
by Patricia SeyboldService-oriented architecture is back, and now it's in the mainstream. -
Establishing and Nurturing a Customer-Centric Culture
Lessons Learned from the Masters (Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End)
by Patricia SeyboldHow do you build and nurture a customer-centric culture? Here are some lessons learned from three very different kinds of companies: Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End. -
How to Think About Content Management
Confused about Content Management and Portals? Reframe Your Questions
by Patricia SeyboldSome tips on how to scope your content management initiative. -
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. -
Building Buy-In for Customer-Centric Initiatives
Facilitate Group Interviews with Key Stakeholders to Build Trust and Momentum
by Patricia SeyboldUse this group interview technique to build a shared mental model of both current reality and a vision for the customer experience you’d like to be able to deliver. -
Integration Scenarios and the Networked Integration Environment
Pillars of Your IT Integration Strategy for Customer Experience
by Brenda MichelsonIn this report, we delve into the networked integration environment, its major layers and services, and its supporting environments, framed by the business drivers—customer experience scenarios that depend on integration. -
Integration and Customer Experience
Creating an IT Integration Strategy to Deliver an Integrated Customer Experience
by Brenda MichelsonIn this report, we discuss the importance of integration to customer experience and share our perspective on how to develop an IT integration strategy to deliver on your customer’s expectations. -
Design Your Quality of Customer Experience (QCE) Scorecard
Create a Small, Focused Set of Metrics; Measure What Matters to Your Customers
by Patricia SeyboldWe offer three best practice examples and describe the eight steps you can take to create your own QCE(SM) Scorecard. -
Managing Findability: Critical Core Competency
Roles, Responsibilities, Programs, and Metrics You'll Need to Make It Easy for Audiences to Find the Right Information
by Susan AldrichHow do you bring the quality, control and findability to your oceans of information? You need to invest in key roles and programs. -
Streamlining Production at the Harvard Business Review
Just Enough XML
by Perry McIntoshHarvard Business Review needed to improve the efficiency and timeliness of its derivative product production. A successful bridge between its culture of craftsmanship and automation fueled by XML proved key to its success. -
American Customer Satisfaction Suffers Its Biggest Drop in Seven Years
What Are the Implications of the ACSI Decline?
by Brenda MichelsonThe 4Q 2004 American Customer Satisfaction Index suffered its largest drop since 1997. Since customer satisfaction drives consumer spending, almost $50 billion is at stake. Read about the ACSI and learn how to keep your share of the consumer pie. -
What Is the Future for Collaboration in the Knowledge Economy?
A Report from the NSF/OECD Cosponsored Conference, “Advancing Knowledge and the Knowledge Economy”
by Geoffrey Bock“Advancing Knowledge and the Knowledge Economy,” a conference held in Washington, DC, in early January 2005, focused on how public and private organizations can now benefit from the Internet and the Web. -
RedDot Solutions for Content Management
Providing Infrastructure for Staging and Delivering Business Information across the Web
by Geoffrey BockRedDot delivers three products: CMS for Web content management; XCMS for managing documents and workflows, and providing a workspace within an intranet; and LiveServer for personalizing content delivery to Web servers, portals, and other applications. -
Customer Portals: Central to Your Customer Experience Strategy
Customer Portals Support Your Customers throughout Their Lifecycles
by Patricia SeyboldThere are three reasons why customer portals are hot: 1) you save money; 2) you increase customer satisfaction, loyalty, and profitability; and 3) you gain visibility into customers’ account information, their needs, and their preferences.
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