Customer-Centric Culture
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Apple’s Lessons for the Rest of Us
Customer-Led Innovation
by Patricia SeyboldApple’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. -
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 SeyboldAre 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 -
VP of Customer Intelligence
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldThe first priority of your VP of customer intelligence should be to act as the custodian for the information that your customers care about. -
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 SeyboldIn 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. -
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 BockWorkflow 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. -
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 PrenskyYour organization’s culture is about to be challenged by the “Digital Natives” who have entered the workforce. Are you prepared? Unlikely. -
Emerging Governance Structures for Tackling Information Management
Laying the Structure for a Strategic Core Competency in Information Management
by Patricia SeyboldInformation 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. -
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 SeyboldSears and Lands’ End are just over a year into their merger. Here’s a progress report on merger progress to-date. -
Gaining Adoption & ROI for Your Software Projects
Dealing with the Secret Shame of Today's Stalled Software Deployment Efforts
by Patricia SeyboldSoftware suppliers need to focus on their customers’ speed of adoption and roll-out. -
Granularity Rocks!
Framing Concerns into the Right-Size Chunks Solves a Host of Business and Technology Problems
by Patricia SeyboldHow do you address thorny business and technical issues? Break them into the right-size chunks. -
Wanted: Information Architects!
Improving the Findability of Enterprise Information
by Patricia SeyboldWe 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! -
Support for Business Processes (Theirs and Ours)
Your Customers' Scenarios Drive; Your Business Processes Support
by Patricia SeyboldWhat’s the relationship between customers’ business processes and your company’s business processes? They’re orthogonal. -
Lands’ End Brings the Softer Side to Sears
How the Lands’ End/Sears Combo Stacks Up as a Multi-Channel Retailer
by Patricia SeyboldWe’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. -
A Better Way to Measure ROI
Measuring What Matters to Customers Drives Revenues & Reduces Redundant Overhead
by Patricia SeyboldIn 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. -
How to Prioritize Your Roadmap Using Customer Experience & Value
Rationalizing Your IT Services Across Projects and Business Units
by Patricia SeyboldHere’s a method for incorporating the Customer Experience into your IT planning. -
The Next Big Thing: Adaptive Business Process Management
Making Processes Reflect the Dynamic Nature of Business Today
by Patricia SeyboldStatic business processes cannot address continually-changing customer requirements. -
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 SeyboldCustomers 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. -
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 MarshakThe workflow tools of the 1990s haven't gone away; they have become embedded in enterprise applications. -
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 SeyboldThis report outlines steps your company will need to take to be prepared when the economy rebounds. -
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.
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