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Customer-Centric Culture

• Apple’s Lessons for the Rest of Us

  Customer-Led Innovation

  by Patricia Seybold

  Apple’s iPod strategy is paying off brilliantly. The popular iPod, with its iTunes legal music library, has created a halo effect for the rest of Apple’s computer business.
  Jan. 27, 2005

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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

  

• Orchestrating Content-Enabled Applications for Customer Connections

  Why Workflow and Business Process Management Are Going to Converge and What You Should Do about It

  by Geoffrey Bock

  Workflow and business process management capabilities, we believe, are converging to create a new kind of application environment—which we can best term content-enabled applications.
  Jun. 12, 2004

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• The Death of Command and Control?

  Leaders of Large Organizations in Business, Politics, and Even the Military Are in for Some Big Surprises

  by Marc Prensky

  Your organization’s culture is about to be challenged by the “Digital Natives” who have entered the workforce. Are you prepared? Unlikely.
  Feb. 19, 2004

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• 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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• Making Progress in Cross-Channel Retail

  Sears and Lands' End Take Great Strides in Their Merger, but They Still Have Opportunities to Grab

  by Patricia Seybold

  Sears and Lands’ End are just over a year into their merger. Here’s a progress report on merger progress to-date.
  Sep. 25, 2003

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• Gaining Adoption & ROI for Your Software Projects

  Dealing with the Secret Shame of Today's Stalled Software Deployment Efforts

  by Patricia Seybold

  Software suppliers need to focus on their customers’ speed of adoption and roll-out.
  Aug. 14, 2003

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• Granularity Rocks!

  Framing Concerns into the Right-Size Chunks Solves a Host of Business and Technology Problems

  by Patricia Seybold

  How do you address thorny business and technical issues? Break them into the right-size chunks.
  Jul. 17, 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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• Lands’ End Brings the Softer Side to Sears

  How the Lands’ End/Sears Combo Stacks Up as a Multi-Channel Retailer

  by Patricia Seybold

  We’ve identified eight core competencies that we believe multi-channel retailers need to master in order to thrive in the Customer Economy. Sears, with its recent acquisition of Lands’ End, stacks up pretty well on all eight counts.
  Dec. 13, 2002

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• A Better Way to Measure ROI

  Measuring What Matters to Customers Drives Revenues & Reduces Redundant Overhead

  by Patricia Seybold

  In the Customer Economy, the only way to gain budget approval is to measure the time and costs you save your customers and justify your IT expenditures based on the increased revenues and customer retention you’ll gain.
  Nov. 21, 2002

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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

  

• The Next Big Thing: Adaptive Business Process Management

  Making Processes Reflect the Dynamic Nature of Business Today

  by Patricia Seybold

  Static business processes cannot address continually-changing customer requirements.
  Oct. 10, 2002

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• Who "Owns" the Customer in Your Company?

  Announcing our Customer Manifesto. Your Customers Will Soon Resolve Your Company’s Territorial Conflicts—Are You Ready?

  by Patricia Seybold

  Customers are demanding control over their relationships and their information. We summarize these demands in our Customer Manifesto and offer implementation tips, best practices, and six steps to success.
  Jul. 18, 2002

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• Workflow Is Not Dead; It’s Just Buried

  Meta-Process Management and Web Services Will Lead to the Era of Adaptive Business Process Management

  by Ronni Marshak

  The workflow tools of the 1990s haven't gone away; they have become embedded in enterprise applications.
  May. 9, 2002

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• Will Your Company Be Well-Positioned When the Economy Rebounds?

  Focus on Adaptive Business Processes, Workflow, Collaboration, Information-in-Context, and End-to-Edge Visibility

  by Patricia Seybold

  This report outlines steps your company will need to take to be prepared when the economy rebounds.
  Feb. 28, 2002

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• Designing a Customer Flight Deck(SM) System - Customer Goals

  Step 2: Create the Customer Numbers/Depth of Customer Relationships Section

  by Patricia Seybold

  The 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.
  Feb. 8, 2002

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