Key Roles & Responsibilities
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Building an Innovation Culture
Learnings and Take-Aways from Patty’s Pioneers – Fall 2014 Meeting
by Patricia SeyboldFor over 20 years, Patty Seybold has gathered a group of “Pioneers” with amazing track records in creating new platforms, products, and businesses. Here are practices they have in common that you can adopt to achieve similar success. -
Why Alaska Airlines Considers Mobile Development a Core Competency
Speed Up Improvements in Customer Experience through Mobile
by Patricia SeyboldWith Curtis Kopf, Managing Director, AlaskaAir.com, and Customer Innovation at Alaska Airlines, we look at how he and his team are mastering agile development and making mobile technology a core competency. -
Creating Customer Advisory Boards that Your Customers Will Love!
How to Design a Successful “Outside In” CAB Program for Your Customers and Top Executives
by Patricia SeyboldThe most successful CABs follow a customer-empowered model in which customers’ issues and priorities are the focal point for the meeting. Don’t show off your ideas; let customers strut their stuff and see how well it meshes with your roadmap. -
How to Innovate Business Models
Should You Create a Business Model Innovation Factory?
by Patricia SeyboldSaul Kaplan’s book, The Business Model Innovation, clarifies why so many internal innovation projects fail: they challenge existing business models. -
When and How to Embed Customer Co-Design into Your Projects
What Customer Co-Design Options Fit Your Purview?
by Patricia SeyboldWe have found at least six opportunities to embed customer co-design into the projects you’re already doing. Our recommendation? Use customer co-design early and often. -
Customer (and Partner) Segment Advocates
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldOne key to success in becoming a customer-centric organization is to have strong customer and partner advocates with clout. Here are some role models and suggested responsibilities that may help you build or refine these roles for your company. -
Key Role: SVP of Cross-Channel Customer Experience (or Equivalent)
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldWhat’s the one role that makes the most difference in a company’s ability to “make it easy for your customers to do business with you”? An SVP of customer experience (or equivalent). -
Why Customer Experience Shouldn't Report to Marketing
Operations May Be a Better Home for Your Top Customer Experience Exec
by Patricia SeyboldWhere should your top Customer Experience executive sit in your organization? Don’t make customer experience a marketing position. The person responsible for your organization’s CX should ideally have purview over your entire company’s operations. -
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. -
Bootstrapping Innovation
Leveraging the Collective IQ to Achieve Powerful Results
by Ronni MarshakThe Doug Engelbart Institute's Bootstrapping Innovation system provides a structure for empowering people to solve complex problems together. -
Building a Customer-Centric Company: Lessons Learned
Advice to Customer Experience Executives from Aisling Hassell
by Aisling HassellTips from the trenches on how to succeed as a Customer Experience executive. -
Customer Innovation Guide: Core Competency 5
Mastering the Fifth Core Competency: Leveraging Peer Production and Peer Promotion
by Patricia Seybold, Ronni MarshakHave you made it easy for customers to contribute product ideas, designs, or products themselves? Can they add value to your products by rating and reviewing them as well as peer contributions? See how you’re doing in this self-assessment guide. -
How Should You Manage Customer and Partner Portals?
Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldThis PSG Classic report presents the do’s and don’t’s of managing customer and partner portals. Although written several years ago, the rules of thumb presented still hold true and are perhaps even more applicable to today’s portal environments. -
Managing Customer Advisory Board Programs
How Do Companies Structure, Manage, and Profit from Their B2B Customer Advisory Boards?
by Patricia SeyboldThis report provides a summary of the current practices in managing B2B CABs. -
Partner Portals Should Be Combined with Customer Portals
Why Not Design Your Partner Portals to Surround and Complement Your Customer Portals?
by Patricia SeyboldPartner portals and customer portals should be designed and managed together. The information and resources that partners need overlap with the information and resources customers want and need. -
Chief Customer Officer
Jeanne Bliss Explains How to Overcome Organizational Barriers to Attain a Customer-Centric Culture
by Patricia SeyboldThis 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. -
Managing Findability: Critical Core Competency
Roles, Responsibilities, Programs, and Metrics You'll Need to Make It Easy for Audiences to Find the Right Information
by Susan AldrichHow do you bring the quality, control and findability to your oceans of information? You need to invest in key roles and programs. -
Customer Portals: Central to Your Customer Experience Strategy
Customer Portals Support Your Customers throughout Their Lifecycles
by Patricia SeyboldThere 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. -
Looking for Business Architects?
Check Out Your Ebusiness Leader
by Patricia SeyboldEbusiness 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. -
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
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