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Business Processes

• How To Monitor Your Return on Customer Experience

  Develop and Use a Quality of Customer Experience (QCE^SM) Operational Scorecard

  by Patricia Seybold

  How do you measure a return on investment for your customer experience initiatives? Connect real-time operational execution on the things that matter most to customers to actual bottom-line impact. Here’s how.
  Sep. 29, 2011

  All Members

  

• 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

  

• Providing Consistent Customer Support

  A Great Experience Shouldn’t Depend on the Luck of the Draw as It Does with Dell's Support Processes

  by Ronni Marshak

  Dell’s current support processes don’t appear to provide consistent answers nor one-touch problem resolution. How well does your company address customers’ moments of truth when resolving problems?
  May. 12, 2011

  Strategies

  

• What Marketing Automation Suppliers Have Learned About Implementation Success, V1

  Survey Results on the Skills, Processes, and Organizational Practices Needed for Success

  by Susan McKittrick

  What changes do marketers need to make before implementing a marketing automation system? Our research findings help marketers prioritize the skill, process, and organizational changes they’ll need to make.
  Apr. 21, 2011

  All Members

  

• Turning Innovation into Reality

  From Ideation to Implementation—Lessons Learned from Our Visionaries

  by Ronni Marshak

  How can you take all the great ideas that come from customers, partners, and employees and make them actually happen? Let’s look at the different aspects of outside innovation generation and what you need to do to actually turn ideation into innovation.
  Jan. 20, 2011

  Strategies

  

• KANA Service Experience Management 11

  Process-Oriented Customer Service

  by Mitchell Kramer

  KANA SEM 11, the topic of this evaluation, provides the facilities and tools to design, orchestrate, analyze, and manage their fundamental customer service processes.
  Dec. 23, 2010

  Technologies

  

• 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

  

• 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

  

• Staples

  Customers Help Bring a Customer Experience Promise to Life

  by Patricia Seybold

  Staples, the office supplies retailer, has outpaced its competition by deeply understanding what its target customers—small business office supplies buyers—really care about.
  Jun. 8, 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

  All Members

  

• What Are Customer Experience Best Practices?

  Summary of Our Findings from the APQC Total Customer Experience Benchmark and a Report Card for You

  by Patricia Seybold

  Here’s our high-level summary of the best practices that we discovered in a recent conference conducted by the American Productivity and Quality Council between 10/04 and 4/05. We include a Customer Experience Report Card you can use to rate yourselves.
  Apr. 28, 2005

  Strategies

  

• Streamlining Production at the Harvard Business Review

  Just Enough XML

  by Perry McIntosh

  Harvard Business Review needed to improve the efficiency and timeliness of its derivative product production. A successful bridge between its culture of craftsmanship and automation fueled by XML proved key to its success.
  Mar. 18, 2005

  All Members

  

• 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

  All Members

  

• How AssetLink Manages Digital Assets for Delivering Total Customer Experiences

  Synchronizing Content and Business Processes for Cross-Channel Marketing Initiatives

  by Geoffrey Bock

  AssetLink focuses on marketing operations management. The company integrates its digital asset management capabilities with a workflow engine to support cross-channel marketing activities.
  Jun. 3, 2004

  All Members

  

• 3M Integrated Packaging Tool

  Managing the Custom Content for Labeling Manufactured Goods

  by Geoffrey Bock

  The 3M Integrated Packing Tool is designed to ensure that manufacturers can produce the right product information for the right product packages in a timely and cost-effective manner.
  May. 13, 2004

  All Members

  

• How Strong Is Your Customer Experience?

  Building Strong Customer Experiences Twelve Ways

  by Mitchell Kramer

  Customer experience is the environment in which your customers do business with you. Build a stronger customer experience, and you’ll improve customer satisfaction, loyalty, and profitability. Learn in this report how to build stronger customer experienc
  Apr. 1, 2004

  All Members

  

• How to Identify Business Patterns, Part 2

  Concepts, Strategy, and Techniques

  by Patricia Seybold, Robert Shelton

  This report works through examples of Customer Scenario patterns that underpin a B2B procurement case study and identifies the business roles that will link this Customer Scenario pattern to entity-relationship patterns.
  Mar. 11, 2004

  Strategies

  

• How to Identify Business Patterns, Part 1

  Concepts, Strategy, and Techniques

  by Patricia Seybold, Robert Eugene Shelton

  This report introduces business patterns and begins our examination of Customer Scenario patterns that underpin a B2B procurement case study.
  Mar. 4, 2004

  Strategies

  

• Instant Messaging @ Work

  Key Policies and Practices for Leveraging IM in Business

  by David Marshak

  In this report, we discuss the key policies and practices businesses need to address in order to leverage instant messaging effectively.
  Jan. 22, 2004

  All Members

  

• Delivering Content in Context at National Semiconductor

  Organizing and Visualizing Content for Reference Hardware Designs

  by Geoffrey Bock

  National Semiconductor is in the midst of deploying a set of System Solutions, reference hardware designs that describe how to incorporate various analog devices to engineer different electronic products.
  Dec. 18, 2003

  Strategies