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Customer-Centric Culture

• Chief Customer Officer

  Jeanne Bliss Explains How to Overcome Organizational Barriers to Attain a Customer-Centric Culture

  by Patricia Seybold

  This book, Chief Customer Officer, is an accurate and useful guide that will help anyone understand how to move your organization through the steps required to shift your company’s culture to deliver a great customer experience.
  Jul. 13, 2006

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• Making Outside Innovation the “Path of Least Resistance” in Your Organization

  A Blueprint for Harnessing Customer-Led Innovation

  by Patricia Seybold

  Organizations 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.
  May. 11, 2006

  Strategies

  

• National Instruments

  A 30-Year History of Enabling Customer Innovation

  by Patricia Seybold

  National Instruments fosters customer-driven innovation in many ways.
  Apr. 6, 2006

  Strategies

  

• Customer Scenario® Design: An Approach for Outside Innovation

  Co-Designing Your Business with Your Customers

  by Patricia Seybold

  Here are the fundamentals of Customer Scenario Mapping, our methodology for outside-in co-design.
  Mar. 23, 2006

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• Lego Mindstorms NXT

  Powered by Customers’ Inventiveness

  by Patricia Seybold

  LEGO® MINDSTORMS™ has been Lego’s highest revenue producing product. It was developed (and enhanced) by Lego’s customers.
  Mar. 16, 2006

  Strategies

  

• Streamline Business Processes that Impact the Customer

  Make Sure the Customer’s Point of View Is the Design Center for Continuous Process Improvement

  by Patricia Seybold

  The third critical success factor originally introduced in Customers.com® is “Streamline the Business Processes that Impact the Customer.”
  Jan. 12, 2006

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• 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 Seybold

  Accounting 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?
  Jun. 2, 2005

  Strategies

  

• Establishing and Nurturing a Customer-Centric Culture

  Lessons Learned from the Masters (Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End)

  by Patricia Seybold

  How 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.
  May. 5, 2005

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• Building Buy-In for Customer-Centric Initiatives

  Facilitate Group Interviews with Key Stakeholders to Build Trust and Momentum

  by Patricia Seybold

  Use 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.
  Apr. 21, 2005

  Strategies

  

• Design Your Quality of Customer Experience (QCE) Scorecard

  Create a Small, Focused Set of Metrics; Measure What Matters to Your Customers

  by Patricia Seybold

  We offer three best practice examples and describe the eight steps you can take to create your own QCE(SM) Scorecard.
  Mar. 24, 2005

  Strategies

  

• Customer Portals: Central to Your Customer Experience Strategy

  Customer Portals Support Your Customers throughout Their Lifecycles

  by Patricia Seybold

  There 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.
  Jan. 27, 2005

  Strategies

  

• Looking for Business Architects?

  Check Out Your Ebusiness Leader

  by Patricia Seybold

  Ebusiness visionaries are the true business architects of the 21st century. They invest now in the core services that will be required to both deliver immediate value to customers and partners and support the way the business will operate in the future.
  Nov. 23, 2004

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• Why It's Hard to Prioritize IT Initiatives around End-Customer Impacting Issues

  Current Disconnects between Business and IT; Suggestions for Bridging the Gaps

  by Patricia Seybold

  Are you having trouble getting customer-centric priorities at the top of your IT shopping list? You're not alone. There are increased tensions brewing between the business and IT for lots of good reasons. See if your organization looks like the picture w
  Nov. 10, 2004

  Strategies

  

• VP of Customer Intelligence

  Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization

  by Patricia Seybold

  The first priority of your VP of customer intelligence should be to act as the custodian for the information that your customers care about.
  Nov. 4, 2004

  Strategies

  

• Sr. IT Architect for Cross-Channel Customer Experience

  Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization

  by Patricia Seybold

  In order to deliver a great cross-channel experience to customers and partners, you’ll need to have a seasoned IT architect who is responsible for designing and evolving your application Architecture, services, and middleware to be customer adaptive.
  Oct. 7, 2004

  Strategies

  

• Capturing Customer Requirements for Content Management

  Using Customer Scenario® Mapping to Gather Requirements for Information Attributes, Metadata, Roles, and Responsibilities

  by Patricia Seybold

  What’s the best way to scope and launch any ECM initiative? Start with the audience for the information; identify that audience’s critical scenarios; then identify the information and content required to support those scenarios, the content attributes an
  Dec. 24, 2003

  Strategies

  

• Emerging Governance Structures for Tackling Information Management

  Laying the Structure for a Strategic Core Competency in Information Management

  by Patricia Seybold

  Information management is looming as a necessary strategic core competence for organizations in the 21st century. Here’s how forward-thinking organizations are organizing themselves to tackle information management strategically.
  Nov. 13, 2003

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• Wanted: Information Architects!

  Improving the Findability of Enterprise Information

  by Patricia Seybold

  We are in desperate need of information architects and other information professionals who can make sense of the mess of information we've created and is now exposed to our customers, our partners, and the world!
  Jun. 26, 2003

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• Support for Business Processes (Theirs and Ours)

  Your Customers' Scenarios Drive; Your Business Processes Support

  by Patricia Seybold

  What’s the relationship between customers’ business processes and your company’s business processes? They’re orthogonal.
  Apr. 17, 2003

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• How to Prioritize Your Roadmap Using Customer Experience & Value

  Rationalizing Your IT Services Across Projects and Business Units

  by Patricia Seybold

  Here’s a method for incorporating the Customer Experience into your IT planning.
  Nov. 7, 2002

  Strategies