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Customer Experience & VOC

• From Scenarios to Solutions: Use Case Techniques Applied, Part 1

  Transforming Customer Scenarios to Use Cases

  by Robert Eugene Shelton

  This report works through an example of translating Customer Scenarios into Use Case models and provides guidelines for successful identification of the Use Case model system boundary, actors and Use Cases.
  Dec. 24, 2003

  Strategies

  

• 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

  

• From Scenarios to Solutions: Use Cases

  Mapping Customer Scenarios to Use Cases

  by Robert Eugene Shelton

  This report shows how to map Customer Scenarios to Use Cases and describes how to determine when and if such mapping is appropriate for your organization and situation.
  Nov. 26, 2003

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• The Dangers of Defining a Specific Scenario-Mapping Customer

  Creating a Composite Customer Yields Best Results

  by Ronni Marshak

  When defining the customer for a scenario-mapping session, create a composite customer who embodies the common traits and needs of a key customer segment.
  Sep. 18, 2003

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• Identifying the Right Customers and Context

  Building the Foundation for a Customer Scenario

  by Ronni Marshak

  Before you begin a Customer Scenario® Mapping exercise, you should capture the context of the scenario.
  Jul. 24, 2003

  Strategies

  

• Gathering Customers' Real Requirements

  Uncovering Customers' Moments of Truth

  by Patricia Seybold

  Gathering customer requirements can be tough. Particularly if customers can't envision the possibilities of how they might reach their outcomes in a dramatically different way.
  Jul. 3, 2003

  Strategies

  

• It's a Matter of Trust

  In Consumer Customer Scenarios®, Don't Underestimate the Importance of a Trusted and Independent Third Party

  by Ronni Marshak

  Consumers are often resistant to buying from manufacturer’s Web sites. What can you do establish trust and increase your sales?
  Apr. 17, 2003

  Strategies

  

• What Customer-Centric Executives Need to Know about Portals:

  A Customer-Driven Approach

  by David Marshak

  Customer-centric executives should adopt portals as the latest tool in their arsenal for managing the customer experience.
  Dec. 13, 2002

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• The Amazon/Office Depot Relationship for Selling Computer Components

  Offering a Seamless Customer Experience across Multiple Business Partners

  by Geoffrey Bock

  Amazon and its business partners are raising the bar in multi-party-merchandising of commodity products. Amazon, Tech Depot, and Viking Components each provide essential content to create a seamless customer experience.
  Oct. 10, 2002

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• High Tech Companies Grade themselves on the Quality of Customer Experience they Offer

  Different Results According to Different Roles

  by Susan Aldrich

  How you evaluate yourself on how well you provide a Quality of Customer Experience seems to depend on what your role is in your organization. See how executives at high-tech companies rated themselves.
  Sep. 22, 2002

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• Winning Back Customers

  A Renewed (or, Perhaps, First-Time)

  by Ronni Marshak

  FleetBoston is improving its customer service with its Winning Gold initiative.
  Sep. 12, 2002

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• Where Do We Stand on Customer Value and QCE?

  Results of the Self-Assessment on How Well Positioned Your Organization Is for Managing By and For Customer Value & Monitoring & Improving the Quality of Your Customer Experience

  by Susan Aldrich

  How did 1,327 executives and key managers rate their companies’ ability to manage by and for customer value and monitor and improve the Quality of your Customer ExperienceSM as compared to Patricia Seybold Group’s best practices?
  Mar. 14, 2002

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• Closed-Loop Meta-Process Management

  Gaining Visibility into Linked Processes that Address Customer Scenarios

  by Ronni Marshak

  In order to address customer scenarios, multiple business processes must be launched and linked.
  Feb. 21, 2002

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• Ronni Marshak on Customer Experience: Multi-Channel Shopping

  A Commerce Experience Should Be a Blended One

  by Ronni Marshak

  Most of us mix and match touchpoints in a blended-channel shopping experience.
  Jan. 17, 2002

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• Get Better with Help from Your Customers:

  The Right Survey Can Help You Improve the Quality of Customer Experience You Deliver

  by Susan Aldrich

  A well-run customer survey is a gold mine. Here is the question set that will reveal you need to know.
  Jan. 3, 2002

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• Framework for Quality of Customer Experience (QCE) Management

  Building Blocks that Support your Customer Measurement System, Changing Goals, Processes, and Executives’ Practices

  by Susan Aldrich

  How do you create your own living breathing Customer Flight DeckSM? We offer an architectural framework for dealing with data collection, Customer Flight Deck presentation, and the layers in between.
  Dec. 20, 2001

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• What Comes After CRM?

  Customer-Led Business Transformation

  by Patricia Seybold

  Investing in a Customer Relationship Management (CRM) strategy and system won’t give you sustainable profitability. Instead, you need to redesign your company’s business processes from your customers’ point of view.
  Nov. 8, 2001

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• Measuring Moments of Truth:

  Prioritizing Your Measurement of Quality of Customer Experience

  by Susan Aldrich

  Understanding how Quality of Customer Experience (QCE) metrics differ from quality of experience (QoE) metrics will help you deliver the quality of experience your customers expect.
  Oct. 11, 2001

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• The Future of Enterprise Management

  By 2005, Today’s Top Solutions Will Be Irrelevant and Inexpensive

  by Susan Aldrich

  Enterprise systems management as we know it today is on the way to irrelevance. It is about to be replaced by a new wave of enterprise management solutions.
  Sep. 6, 2001

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• Meta Customer Flight Deck(SM)

  What Metrics You Should be Tracking to Correlate Customer Experience with ROI ?

  by Patricia Seybold

  Here's a listing of the key customer metrics you should be monitoring to ensure that you're delivering a great Quality of Customer Experience (QCE) and reaping the rewards in profits and marketshare.
  Aug. 23, 2001

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