Articles
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Closed-Loop Meta-Process Management
Gaining Visibility into Linked Processes that Address Customer Scenarios
by Ronni MarshakIn order to address customer scenarios, multiple business processes must be launched and linked. -
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. -
What’s Important in CRM Architecture?
A Framework for Evaluation and Comparison
by Mitchell KramerThis report describes our framework for evaluating the architecture of CRM products, an important factor in CRM product selection. -
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. -
End-to-Edge Visibility
Architecting Applications for the Edge of the Network
by David MarshakWe need to move from an internal focus on end-to-end computing to enabling users and devices at the edge of the network and provide end-to-edge visibility. -
Don’t Wait to Extend Your Enterprise!
How Should You Prioritize Your Initiatives? Start from the Outside In
by Patricia SeyboldCompanies that focus on internal operational efficiencies rather than extended-enterprise applications are doomed to failure! -
Ronni Marshak on Customer Experience: Multi-Channel Shopping
A Commerce Experience Should Be a Blended One
by Ronni MarshakMost of us mix and match touchpoints in a blended-channel shopping experience. -
What to Look for in a Web Services Assembly Platform
Questions to Consider As You Embrace Web Services Development
by Patricia SeyboldWeb Services Assembly Platforms will soon become an important part of your IT toolkit. Here are some questions you should ask when comparing alternatives. -
Get Better with Help from Your Customers:
The Right Survey Can Help You Improve the Quality of Customer Experience You Deliver
by Susan AldrichA well-run customer survey is a gold mine. Here is the question set that will reveal you need to know. -
Social Searching within Enterprise-Wide Discovery Networks
Organizing Expertise, Experience, Experts, and Communities of Interest to Locate Relevant Digital Content
by Geoffrey BockSocial searching--finding items based on networks of social relationships--represents a core capability for discovering critical content in the digital age. -
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. -
Standard Life
Creating the Infrastructure to Take Advantage of Changing Business Conditions
by David MarshakStandard Life of the UK has migrated to a standards-based hub-and-spoke architecture which enables the company to quickly provide new e-business applications for its agents and customers. -
What Is CRM?
Where Are We? Where Are We Going?
by Mitchell KramerCustomer relationship management (CRM) is the hottest trend in information technology. CRM is the way for your company to become customer-centric, and customer-centric companies have satisfied, loyal, and profitable customers. -
Why Metadata Matters
Adding the Critical Insights for Intelligent Content Management Capabilities
by Geoffrey BockManaging the metadata that adds “intelligence” to our cyber-centric interactions is fast becoming a critical aspect of creating a compelling online experience. Metadata describes the type and structure of specific data elements. -
Defining Metadata
The First Step Toward Consistent Content Management
by Patricia SeyboldConsistent content management can both reduce costs improve both the quality of your customer experience. Start by identifying the kinds of metadata that matters most to your different groups of customers and to the people who serve those customers. -
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. -
Anonymous Now (and Then)
Sometimes It Is in the Best Interest of a Company for Employees To Browse Catalogs Anonymously
by Martha FreyAnonymous Now functionality gives employees the ability to make privacy choices at will, while preserving the supplier’s overall ability to know the customer and send relevant marketing messages. -
Sharp Microelectronics of the Americas’ Strategy for Integrating Enterprise Applications
Managing the Demand for Semiconductor Components in the American Marketplace
by Geoffrey BockThis case study describes how Sharp Microelectronics of the Americas is planning to use a business-to-business integration (B2Bi) solution from Extricity/Peregrine to improve the sales and management.
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