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Customer Requirements & Moments of Truth

• How to Prioritize Your Roadmap Using Customer Experience & Value

  Rationalizing Your IT Services Across Projects and Business Units

  by Patricia Seybold

  Here’s a method for incorporating the Customer Experience into your IT planning.
  Nov. 7, 2002

  Strategies

  

• On the Front Lines of the Customer Revolution: Part 3

  The Potential of Broadband Wireless

  by Patricia Seybold

  An interesting “Customer Revolution” skirmish is underway this Spring as the feud between broadbased wire-less service providers and satellite radio providers heats up.
  Apr. 25, 2002

  All Members

  

• On the Front Lines of the Customer Revolution: Part 2

  The Internet Radio Royalties Battlefield

  by Patricia Seybold

  An interesting “Customer Revolution” skirmish is underway this Spring as Internet radio providers are struggling to survive the status quo in the music-royalty arena.
  Apr. 18, 2002

  All Members

  

• On the Front Lines of the Customer Revolution: Part 1

  The Phone Number Portability Skirmish

  by Patricia Seybold

  An interesting “Customer Revolution” skirmish is underway this Spring, as customers are demanding the right to own their cell phone numbers across carriers.
  Apr. 11, 2002

  All Members

  

• 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

  All Members

  

• Designing a Customer Flight Deck(SM) System - Customer Goals

  Step 2: Create the Customer Numbers/Depth of Customer Relationships Section

  by Patricia Seybold

  The 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.
  Feb. 8, 2002

  All Members

  

• Designing a Customer Flight Deck(SM) System - Customer Segmentation

  Step 1: Select a Customer Segment to Monitor

  by Patricia Seybold

  The first step in creating a useful Customer Flight Deck is to identify what customer segments you want to track. Focus on how and why customers buy.
  Jan. 31, 2002

  All Members

  

• Don’t Wait to Extend Your Enterprise!

  How Should You Prioritize Your Initiatives? Start from the Outside In

  by Patricia Seybold

  Companies that focus on internal operational efficiencies rather than extended-enterprise applications are doomed to failure!
  Jan. 17, 2002

  All Members

  

• 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

  All Members

  

• Designing a Customer Flight Deck(SM) Performance Management System

  Introducing a Performance Management System for the Customer Economy

  by Patricia Seybold

  Designing a Customer Flight DeckSM System can help you move your company from being product-centric to being customer-centric.
  Oct. 25, 2001

  All Members

  

• The Customer Revolution

  How to Thrive When Customers Are in Control

  by Patricia Seybold

  In The Customer Revolution, the essential truths of business today are identified: “The Internet economy is the customer economy, and the fundamental source of value in the new customer economy is customers.” In the customer economy, the depth of your customer relationships is directly proportional to the value of your business. Attracting and retaining customers will be the core competencies of successful firms. Companies will be increasingly valued based on how they build relationships with their customers and on those customers' long-term value to the company.
  Jun. 1, 2001

  All Members

  

• National Semiconductor Seduces Its Value Chain

  A Best Practice in Electronic Commerce

  by Patricia Seybold

  National Semi continues to impress us with the deliberate way it continuously extends the reach of its electronic business initiatives.
  May. 1, 1998

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