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The Essentials
- Rethinking
CRM: Provide Customers the Information They Care about
in a Seamless Fashion
Customers
Don’t Want to Be Managed;
They Do Want Good Experiences
and Outcomes
08/21/2008 - Patricia Seybold
- Using Lakes to Monitor the Health of the Planet
Using Sensors and Cross-Disciplinary Teams to Understand Complex Ecosystems Quickly
08/07/2008 - Patricia Seybold
- What
Are Visionary Customer-Centric Execs Thinking About?
Engaging
with Customers to Innovate,
Solve Problems, and
Keep Their Brands Focused
on Customers’ Goals
06/05/2008 - Patricia Seybold
- Making
Team Innovation Work
Learning
from FIRST How
to Inspire Inventors and
Build an
Innovative Culture
05/01/2008 - Patricia Seybold
- Customer
Innovation Guide
Mastering
the Fifth Core Competency:
Leveraging Peer Production
and Peer Promotion
04/03/2008 - Patricia Seybold and Ronni
Marshak
- CohesiveFT
Makes It Easy to “Roll Your Own” Virtual Servers
Customer-Led Innovation in Virtualization, Service-Oriented Infrastructure and Cloud Computing
03/20/2008 - Patricia Seybold
- Roles
and Responsibilities
Patty’s
Dream Team: Roles and
Responsibilities
03/19/2008 - Patricia Seybold with Susan
Aldrich
- B2B
Firms Are Adopting Web 2.0
How
to Engage and Empower Business
Customers Online
01/31/2008 - Patricia Seybold
- How
Should You Manage Customer and Partner Portals?
Patty’s Dream Team: Roles and Responsibilities You’ll
Need for Your Customer-Centric Organization
12/06/2007 - Patricia Seybold
- Managing
Customer Advisory Board Programs
How
Do Companies Structure,
Manage, and Profit from
Their B2B Customer Advisory
Boards?
11/21/2007 - Patricia Seybold
- Partner
Portals Should Be Combined with Customer Portals
Why
Not Design Your
Partner Portals
to Surround and
Complement Your
Customer Portals?
10/04/2007 - Patricia
Seybold
- Creating
Customer Advisory Boards That Your Customers Will Love!
How
to Design a Successful “Outside
In” CAB Program for Your
Customers and Top Executives
09/13/2007 - Patricia Seybold
- Customer
Innovation Guide
Mastering
the Fourth Core Competency:
Opening Up Product
Development
08/30/2007 - Patricia Seybold and Ronni
Marshak
- Why
CRM Is the Wrong Answer to the Wrong Question
Are
You Investing in
the Right Stuff?
07/12/2007 - Patricia Seybold
- Customer
Innovation Guide
Customer
Co-Design: The Third
Core Competency
07/12/2007 - Patricia Seybold and Ronni
Marshak
- IBM.com’s
New Look: More Than a Face Lift
Using
Service-Oriented Architecture
to Provide an Adaptive
Web Experience
06/28/2007 - Patricia Seybold
- What Customer-Centric Visionary Execs Are Doing in 2007
Customer-Outcome-Driven Businesses, Disappearing Home Pages, and Other Trends
05/17/2007 - Patricia Seybold
-
Outside In
What’s Beyond Web 2.0 and Enterprise
2.0? Biz 3.0!
04/19/2007 - Patricia Seybold
-
Customer Innovation Guide: Mastering the First Core Competency:
Incorporating Story-Telling into Your
Organization’s DNA
03/29/2007 - Patricia Seybold
-
Publishing 2.0/Libraries 2.0: Students Are Shaping the Future of Academic Publishing
How Graduate Students Want to Interact with Information
03/29/2007 - Patricia Seybold
-
Digital Natives in the Classroom Are Propelling Us to School 2.0
A Few of David Warlick’s Thoughts on
How Kids and Web 2.0 are Reshaping Education and Publishing
03/22/2007 - Patricia Seybold
-
Foster Community
Strengthen Relationships and Help Customers Help Each Other
03/14/2007 - Patricia Seybold
-
Customer Co-Design in Rural Uganda
How URDT Empowers Grass Roots Creativity
03/08/2007 - Patricia Seybold
-
How to Get From Product 2.0 to BIZ 3.0
Redeploy your Product-related Web 2.0 Services to Help Customers Reach Their Goals
02/20/2007 - Patricia Seybold
-
Turn
Customer Co-Design Insights into Action
How to Gain Momentum by Turning Customer Scenarios® into
Operational Scorecards, Recommendations, and Action Items
02/08/2007 - Patricia Seybold
-
Customer
Innovation Guide: Taking the Third Step
Nurturing Customer Communities: The Key Third Step to Outside
Innovation
Patricia Seybold
and Ronni Marshak
-
Building
Interactive Feedback into Your Products and Surrounding Services
How Koko Fitness Enables Four Kinds of Interactive Feedback
Patricia Seybold
-
Customer
Innovation Guide: Taking the Second Step
Provide Customers with Tools to Use to Reach Their Outcomes
Patricia Seybold
and Ronni Marshak
-
Move
Over Portals; Prepare for Scenario Nets!
The Next E-Business Model: Task-Specific Cross-Company
Workflows
Patricia Seybold
-
Quick
Take from Patty’s Pioneers
How to Leverage Great Minds and Experience
Patricia Seybold
-
Customer
Innovation Guide: Identify and Study Lead Customers
Have You Taken the First Step towards Customer-Led
Innovation?
Patricia Seybold
and Ronni Marshak
-
OnStar
Providing a Decade of Personalized Service for Safety and
Convenience
Ronni Marshak
and Patricia Seybold
-
Customer
Innovation Guide: Five Roles Your Customers Should Be Playing
How Engaged Are Your Customers in Shaping the Future of Your
Business?
Patricia Seybold
and Ronni Marshak
-
Outside
Innovation at the BBC
Q&A with Matt Locke, Head of Innovation, BBC New Media
Matt Locke and Patricia
Seybold
-
Online
Customer Communities Are Strategic
Why We All Need to Build a Core Competency in Nurturing
Customer Communities
Patricia Seybold
-
Help
Customers Do Their Jobs
Become a Vital Resource in Helping Your Customers Achieve
Their Outcomes
Ronni Marshak
and Patricia Seybold
-
Enabling
Customer Co-Design
Using Customer Co-Design Tools and Innovation Toolkits
Patricia Seybold
-
Chief
Customer Officer
Jeanne Bliss Explains How to Overcome Organizational Barriers
to Attain a Customer-Centric Culture
Patricia Seybold
-
What’s
on the Minds of Lead Customer-Centric Executives?
Patty’s Visionaries Share Their Visions, Their Realities, and
What’s Working for Them
Patricia Seybold
-
Customer
Scenario® Design: An Approach for Outside Innovation
Co-Designing Your Business with Your Customers
Ronni Marshak and
Patricia Seybold — DOI:
me3-23-06cc
-
The
History of Customer Scenario® Design
Co-Designed and Evolved with Customers
03/23/2006 - Ronni Marshak and
Patricia Seybold — DOI:
me3-24-06cc
-
Customers
as Creators
Customers Create Your Content, Create Their Products and Your
Products, Create and Share Their Intellectual Property
Patricia Seybold — DOI:
bp1-13-06cc
-
Streamline
Business Processes that Impact the Customer
Make Sure the Customer’s Point of View Is the Design Center
for Continuous Process Improvement
Patricia Seybold and
Ronni Marshak — DOI:
bp1-12-06cc
-
Meeting
the Customer Experience Challenge
What’s Your Current Situation? What’s Your Vision?
Patricia Seybold — DOI:
me11-3-05cc
-
Why
the Buzz About Google Talk?
What’s Google’s Strategy for IM and VOIP, and How Will It
Impact You?
Patricia Seybold — DOI:
psgp9-1-05cc
-
Democratizing
Innovation
Von Hippel’s New Book Stresses the Importance of Innovation
by Lead Users
Patricia Seybold — DOI:
br8-18-05cc
-
Identifying
Operational Customer Experience Metrics
How to Spot What Matters Most to Customers and Turn Those
“Moments of Truth” into Metrics You Can Track
Patricia Seybold — DOI:
me8-4-05cc
-
Return
on CustomerSM
Peppers and Rogers Popularize an Important Concept
Patricia Seybold — DOI:
psgp7-21-05cc
-
Current
Concerns of Customer Visionaries
Issues, Initiatives, and Requirements from Customer-Centric
Executives
Patricia Seybold — DOI:
psgp7-8-05cc
-
In
Google We Trust?
What’s Google’s Impact on Your Strategy?
Patricia Seybold — DOI:
psgp7-7-05cc
-
Selecting
and Recruiting Customers for Customer Scenario® Mapping Sessions
How to Identify and Solicit the Right End-Customers for
Customer Co-Design Sessions
Patricia Seybold — DOI:
me6-9-05cc
-
Nurturing
Customer Loyalty in the B2B World
Know and Nurture Your Internal Advocates
Patricia Seybold — DOI:
psgp5-26-05cc
-
Let
Customers Co-Design Your Customer-Critical Initiatives
How and When to Use Customer Scenario® Mapping
Patricia Seybold — DOI:
me5-26-05cc
-
How
to Think About Content Management
Confused about Content Management and Portals? Reframe
Your Questions
Patricia Seybold — DOI:
psgp5-5-05cc
-
Establishing
and Nurturing a Customer-Centric Culture
Lessons Learned from the Masters
Patricia Seybold — DOI:
bp5-5-05cc
-
What
Are Customer Experience Best Practices?
Summary of Our Findings from the APQC Total Customer
Experience Benchmark and a Report Card for You
Patricia Seybold — DOI:
BP4-28-05CC
-
Building
Buy-In for Customer-Centric Initiatives
Facilitate Group Interviews with Key Stakeholders to
Build Trust and Momentum
Patricia Seybold — DOI:
ME4-21-05CC
-
Best Practices in Dealing
with Consumers’ Cross-Channel Retail Behavior
Meeting Consumers' 'Moments of Truth' as They Shop across
Channels
Patricia Seybold — DOI:
BP1-29-04CC
-
HP Provides Cross-Channel
Inventory Visibility
Responding to the Moment of Truth: 'Where Is This Product in
Stock?'
Patricia Seybold — DOI:
CS7-1-04CC
-
Emerging Governance
Structures for Tackling Information Management
Laying the Structure for a Strategic Core Competency in
Information Management
Patricia Seybold — DOI:
BP11-13-03CC
-
The Network Effect
Weaving the Semantic Web of information
Patricia Seybold — DOI:
BP2-27-03CC
-
Who Is Accessing Your
Information?
The COUNTER Project Proposes to Track Usage while Protecting
Privacy
Patricia Seybold — DOI:
BP2-20-03CC
-
Protecting Your Digital
Assets
Technical Journal Publishers Lead the Way Using Digital
Object Identifiers (DOIs)
Patricia Seybold — DOI:
TA2-13-03CC
-
Understanding Digitization:
Trends in Business Models
Important Lessons from Scientific, Medical, and Technical
Publishing
Patricia Seybold — DOI:
BP2-6-03CC
-
Focus Your Electronic
Business Efforts on Saving Customers Time and Sparing Them Aggravation:
Patricia Seybold — DOI:
SS12-97EC
-
Making Progress in
Cross-Channel Retail
Sears and Lands' End Take Great Strides in Their Merger, but
They Still Have Opportunities to Grab
Patricia Seybold — DOI:
CL9-25-03CC
-
Netflix.com Wins Patent on
Business Methods
Turning Customers' Moments of Truth into a Sustainable
Business Advantage
Patricia Seybold — DOI:
PSGP7-10-03CC
-
National Semiconductor
Seduces Its Value Chain
Patricia Seybold — DOI:
1MOW5-98
Featured Research
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