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Customer-Centric Culture

• Why Customer Experience Shouldn't Report to Marketing

  Operations May Be a Better Home for Your Top Customer Experience Exec

  by Patricia Seybold

  Where should your top Customer Experience executive sit in your organization? Don’t make customer experience a marketing position. The person responsible for your organization’s CX should ideally have purview over your entire company’s operations.
  Jul. 28, 2011

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• How to Think About Your Customer Experience and User Experience Design Strategy

  Make CX and UX Design “The Unique Way We Design Products and Experiences for Customers”

  by Patricia Seybold, Ronni Marshak

  Customer experience (CX) and user experience (UX) design are strategic differentiators. We advocate creating a unified CX/UX strategy and elevating it to one of your three top initiatives. Here are some guidelines.
  Jun. 23, 2011

  All Members

  

• The Four Cs of Business Process Management: Communication, Coordination, Collaboration and Customers!

  Integrating People, Activities, and Operational Processes

  by Ronni Marshak

  End-to-End Business Processes must integrate applications, people, and content.
  Sep. 23, 2010

  Strategies

  

• Customers.com Handbook

  A Handbook for Your Customers.com® Initiatives—Parts 1 to 4

  by Patricia Seybold

  In Customers.com Classic, we described the successful Internet Strategies of sixteen different best practices organizations. Those firms are still ahead of the pack in executing customer-centric strategies that keep customers loyal and empowered. There are eight core competencies that these early leaders adopted. Now, 12 years later, those same core competencies still stand the test of time.
  Sep. 16, 2010

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• Going Social Globally: A Global Perspective on Customer Relationships and Social Media

  An Interview with Bill Decker, Principal, Partners International

  by Matthew Lees

  According to Bill Decker, going social globally means understanding the relationships between company and customer and how they vary from culture to culture. Through diverse examples, Decker gives recommendations on avoiding common cultural pitfalls.
  Aug. 5, 2010

  Strategies

  

• Bootstrapping Innovation

  Leveraging the Collective IQ to Achieve Powerful Results

  by Ronni Marshak

  The Doug Engelbart Institute's Bootstrapping Innovation system provides a structure for empowering people to solve complex problems together.
  Jun. 3, 2010

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• Map Ideal Customer Experiences with Cross-Functional Teams

  Why and When to Map Customer Scenarios with Internal Stakeholders

  by Ronni Marshak

  There’s great value in using the Customer Scenario Mapping technique internally as a tool that helps your employees become more customer-centric, even without direct customer engagement.
  Apr. 22, 2010

  Strategies

  

• AIP UniPHY: Creating a Professional Social Network

  How the American Institute of Physics Is Creating Value Add for Its Members

  by Patricia Seybold

  How do you build a social network for professionals? The American Institute of Physics is paving the way by pre-populating the profiles and network connections of physics experts based on the research papers these experts have co-authored.
  Mar. 4, 2010

  Strategies

  

• Five Steps to Success in Designing a Customer-Centric Business

  Chapter 1 – Customers.com 2.0

  by Patricia Seybold

  A 5-step prescription for customer-centric executives to design new businesses or re-focus existing organizations and win customers for life.
  Feb. 4, 2010

  Strategies

  

• How Customer-Centric Visionaries Make Information Valuable

  Make Information Actionable and Connect People to People

  by Patricia Seybold

  Visionaries—ebusiness leaders—take content very seriously. They don't just post it; they make it multi-dimensional and actionable.
  Jun. 2, 2009

  Strategies

  

• How Keds Uses Zazzle's Customization

  Best Practices from the MIT Smart Customization Seminar 2008

  by Patricia Seybold

  Keds is giving customers the ability to put their own designs on their sneakers by taking advantage of Zazzle.com. Zazzle is a customer-centric ecosystem that lets customers create their own designs to products and then buy or resell their creations.
  Jan. 8, 2009

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• What Are Visionary Customer-Centric Execs Thinking About?

  Engaging with Customers to Innovate, Solve Problems, and Keep their Brands Focused on Customers' Goals

  by Patricia Seybold

  Patty’s Visionaries are the leading customer-centric executives who are transforming their companies (and their industries) from the outside in. This is an overview of some of the topics they discussed in their Spring 2008 meeting.
  Jun. 5, 2008

  Strategies

  

• Corporate Executive Board Responds to Customers’ Request for Increased Collaboration

  Providing a Collaborative Environment for Sharing Messages about Compliance and Ethics

  by Ronni Marshak

  Corporate Executive Board's Compliance and Ethics Leadership Council respond to their members' desired for a collaborative environment for sharing information. Ronnie Kann, Program Director of the council talks about the collaboration efforts.
  Apr. 3, 2008

  Strategies

  

• How Should You Manage Customer and Partner Portals?

  Roles and Responsibilities You'll Need for Your Customer-Centric Organization

  by Patricia Seybold

  This PSG Classic report presents the do’s and don’t’s of managing customer and partner portals. Although written several years ago, the rules of thumb presented still hold true and are perhaps even more applicable to today’s portal environments.
  Dec. 6, 2007

  Strategies

  

• MedStar Health

  Using Collaboration to Improve Healthcare from Good to Great

  An interview with Dr. Peter Basch, Medical Director of Ambulatory Clinical Systems

  by Ronni Marshak

  MedStar Health uses solutions from healthcare solutions provider Kryptiq to provide seamless secure communications among medical staff and patients as well as to implement a pro-active health program.
  Nov. 15, 2007

  Strategies

  

• Partner Portals Should Be Combined with Customer Portals

  Why Not Design Your Partner Portals to Surround and Complement Your Customer Portals?

  by Patricia Seybold

  Partner portals and customer portals should be designed and managed together. The information and resources that partners need overlap with the information and resources customers want and need.
  Oct. 4, 2007

  Strategies

  

• Why CRM Is the Wrong Answer to the Wrong Question

  Are You Investing in the Right Stuff?

  by Patricia Seybold

  CRM applications do a lousy job of addressing the strategic customer issues that every organization faces. If you’re in the process of yet another round of CRM improvements, perhaps it’s time to take a fresh look at what your strategy really should be.
  Jul. 12, 2007

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• Outside In

  What’s Beyond Web 2.0 and Enterprise 2.0? Biz 3.0!

  by Patricia Seybold

  Tim O’Reilly got the world thinking in new ways about the Internet with his principles of Web 2.0. Expanding from these principles, we can define the next generation of business, or Biz 3.0.
  Apr. 19, 2007

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• How to Get From Product 2.0 to BIZ 3.0

  Redeploy your Product-related Web 2.0 Services to Help Customers Reach Their Goals

  by Patricia Seybold

  Web 2.0 offers the ability to support each product lifecycle phase with Internet-enabled services. We call this approach: Product 2.0.
  Feb. 15, 2007

  All Members

  

• Customer Innovation Guide: Five Roles Your Customers Should Be Playing

  How Engaged Are Your Customers in Shaping the Future of Your Business?

  by Patricia Seybold

  This guide explores the five different roles that customers can play and companies can leverage to become an outside innovation organization.
  Oct. 11, 2006

  All Members