VOC & Customer Advisory Boards
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Handling the Logistics of a Customer Scenario® Mapping Session
The New CSM Guidebook: Part 2: Logistics Check List
by Ronni MarshakPreparing a customer-facing engagement can be a logistics nightmare. Here is a checklist of the details required to run a successful Customer Scenario® Mapping session, which is a superset of all the logistics required for a great customer engagement. -
Social-Service Evaluation Framework
Products that Monitor Social Posts, Identify Customers’ Questions and Problems, and Help Deliver Answers and Solutions
by Mitchell KramerOur framework for evaluating social-service products that help organizations deliver customer service to the social web has four top-level criteria: customer service best fit, analytic functionality, customer service integration, and viability. -
Attensity Analyze and Attensity Respond
Multi-Channel Monitoring, Analysis, and Interaction
by Mitchell KramerAttensity Analyze and Attensity Respond provide multi-channel (social web and internal channel) monitoring, analysis, and interaction. Powerful, patented text analytics are the offerings’ key characteristic, strength, and differentiator. -
What Stands in the Way of Successful Customer-Centric Projects?
The Five “Gotcha’s” that Plague Most Initiatives
by Patricia Seybold, Ronni MarshakMost customer projects encounter five obstacles to success: lack of resources, lack of access to the right customers, no buy-in from execs, inadequate execution, and no tangible results. Here is advice on how to overcome these internal showstoppers. -
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. -
How Citrix Evolved Its Online Community of Customer Advisors
How to Recruit and Manage a Private Customer Community—Patty’s Visionaries' Interviews' Series
by Patricia SeyboldAndrea Davidowitz tells the story of how and why she launched a private B2B online community of advisors in 2007 and what she has learned about running and managing a private customer community. Andrea manages strategic customer programs at Citrix. -
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. -
Customer Innovation Guide: Core Competency 3
Mastering the Third Core Competency: Customer Co-Design
by Patricia SeyboldCo-designing your company’s future with your customers is imperative to ensuring continuing innovation. See how far along your company is in taking advantage of customer co-design in this self-assessment guide. -
Customer Innovation Guide: Taking the Fifth Step
Open Up Your Products and Engage Customers in Peer Production
by Patricia SeyboldA key to innovation is to assume that customers will want to roll up their sleeves and customize your products and services to meet their needs. Make it easy for them to do so. Provide customization and configuration tools. -
A Coordinated Game Plan for Business and IT Execs to Spur Outside Innovation
Five Initiatives to Support Customer Innovation
by Patricia SeyboldTo make rapid progress in enabling and empowering your customers to lead you toward new innovations, you need to coordinate your business strategy and your IT efforts. -
Customer Innovation Guide: Identify and Study Lead Customers
Have You Taken the First Step towards Customer-Led Innovation?
by Patricia SeyboldThis guide provides a self-assessment to see how far along your company is in the important first step towards customer-led innovation by identifying, interviewing, and engaging with your lead customers. -
Customer Innovation Guide: Five Roles Your Customers Should Be Playing
How Engaged Are Your Customers in Shaping the Future of Your Business?
by Patricia SeyboldThis guide explores the five different roles that customers can play and companies can leverage to become an outside innovation organization. -
Outside Innovation at the BBC
Q&A with Matt Locke, Head of Innovation, BBC New Media
by Patricia SeyboldAs the BBC attempts to reinvent itself as a digital media company, the company developed an externally-facing, open innovation strategy. -
Online Customer Communities Are Strategic
Why We All Need to Build a Core Competency in Nurturing Customer Communities
by Patricia SeyboldVibrant customer communities are a hallmark of businesses that lead in product and service innovation. Here are a few tips to nurturing and spawning online customer communities. -
Give Customers Important Roles to Play in Shaping Your Business
Natural Behaviors You Can Tap to Unleash Customer Innovation
by Patricia SeyboldOur research in customer innovation revealed that there are five distinct roles that passionate customers naturally adopt with respect to an organization whose products and services they care about. -
Bathing Your Organization in Real-Time Customer Context
Using Online Communities to Understand Customers’ Passions, Issues, and Needs
by Patricia SeyboldLearn how a number of consumer companies—Hallmark, Unilever, Kraft, RC2 and Charles Schwab—are using vibrant online customer communities to help them design and market their products. -
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. -
Making Outside Innovation the “Path of Least Resistance” in Your Organization
A Blueprint for Harnessing Customer-Led Innovation
by Patricia SeyboldOrganizations that are doing a great job of harnessing their customers’ creativity to fuel innovation have five practices in common. You can leapfrog your competition by taking these five steps. -
National Instruments
A 30-Year History of Enabling Customer Innovation
by Patricia SeyboldNational Instruments fosters customer-driven innovation in many ways. -
Introduction to Outside Innovation
The Outside Innovation Imperative
by Patricia SeyboldThe outside innovation process involves engaging with lead users and lead customers in a variety of roles to create new products, processes, and business models. There are 7 ways in which outside innovation differs from traditional innovation processes.
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