Business Processes
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How To Monitor Your Return on Customer Experience
Develop and Use a Quality of Customer Experience (QCESM) Operational Scorecard
by Patricia SeyboldHow 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. -
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 MarshakCustomer 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. -
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 MarshakDell’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? -
What Marketing Automation Suppliers Have Learned About Implementation Success, V1
Survey Results on the Skills, Processes, and Organizational Practices Needed for Success
by Susan McKittrickWhat 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. -
Turning Innovation into Reality
From Ideation to Implementation—Lessons Learned from Our Visionaries
by Ronni MarshakHow 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. -
KANA Service Experience Management 11
Process-Oriented Customer Service
by Mitchell KramerKANA SEM 11, the topic of this evaluation, provides the facilities and tools to design, orchestrate, analyze, and manage their fundamental customer service processes. -
The Four Cs of Business Process Management: Communication, Coordination, Collaboration and Customers!
Integrating People, Activities, and Operational Processes
by Ronni MarshakEnd-to-End Business Processes must integrate applications, people, and content. -
Map Ideal Customer Experiences with Cross-Functional Teams
Why and When to Map Customer Scenarios with Internal Stakeholders
by Ronni MarshakThere’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. -
Staples
Customers Help Bring a Customer Experience Promise to Life
by Patricia SeyboldStaples, the office supplies retailer, has outpaced its competition by deeply understanding what its target customers—small business office supplies buyers—really care about. -
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 SeyboldThe third critical success factor originally introduced in Customers.com® is “Streamline the Business Processes that Impact the Customer.” -
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 SeyboldHere’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. -
Streamlining Production at the Harvard Business Review
Just Enough XML
by Perry McIntoshHarvard 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. -
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. -
How AssetLink Manages Digital Assets for Delivering Total Customer Experiences
Synchronizing Content and Business Processes for Cross-Channel Marketing Initiatives
by Geoffrey BockAssetLink focuses on marketing operations management. The company integrates its digital asset management capabilities with a workflow engine to support cross-channel marketing activities. -
3M Integrated Packaging Tool
Managing the Custom Content for Labeling Manufactured Goods
by Geoffrey BockThe 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. -
How Strong Is Your Customer Experience?
Building Strong Customer Experiences Twelve Ways
by Mitchell KramerCustomer 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 -
How to Identify Business Patterns, Part 2
Concepts, Strategy, and Techniques
by Patricia Seybold, Robert SheltonThis 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. -
How to Identify Business Patterns, Part 1
Concepts, Strategy, and Techniques
by Patricia Seybold, Robert Eugene SheltonThis report introduces business patterns and begins our examination of Customer Scenario patterns that underpin a B2B procurement case study. -
Instant Messaging @ Work
Key Policies and Practices for Leveraging IM in Business
by David MarshakIn this report, we discuss the key policies and practices businesses need to address in order to leverage instant messaging effectively. -
Delivering Content in Context at National Semiconductor
Organizing and Visualizing Content for Reference Hardware Designs
by Geoffrey BockNational 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.
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