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What Roles You'll Need to Implement Your Customers.com Strategy
A Handbook for Your Customers.com® Initiatives—Part 3
What are the key roles you should consider in structuring your organization to be customer-centric? In Part 3 of our Customers.com Handbook, we recommend positions with P&L responsibility around customer segments.
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August
26,
2010
Patricia Seybold
9
pages
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How to Plan and Implement Your Customers.com Strategy
A Handbook for Your Customers.com® Initiatives—Part 2
This second section of the Customers.com Classic Handbook describes the approach you should take when planning or refining a customer-centric e-business strategy.
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July
29,
2010
Patricia Seybold and Ronni Marshak
16
pages
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Making It Easy for Customers to Do Business with You
A Handbook for Your Customers.com® Initiatives—Part 1
This first section of the Customers.com Classic Handbook summarizes the eight critical success factors used by best practitioners over a decade ago to “make it easy for customers to do business with you” online.
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July
22,
2010
Patricia Seybold
10
pages
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Build-a-Bear Workshop's Challenge
Can an Early Innovator in Personalized Retail Experience Recapture Its Momentum?
Build-A-Bear Workshop is an experiential retailer with a brand experience that once yielded higher than average sales per square foot. But it has declined by 50 percent over the past five years. What strategy would turn things around?
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July
8,
2010
Patricia Seybold
14
pages
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AIP UniPHY: Creating a Professional Social Network
How the American Institute of Physics Is Creating Value Add for Its Members
How do you build a social network for professionals? The American Institute of Physics is paving the way by pre-populating the profiles and network connections of physics experts based on the research papers these experts have co-authored.
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March
4,
2010
Patricia Seybold
20
pages
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Nature Reinvents Textbooks
Scitable: A NextGen Ecosystem for Learning & Teaching Science
Nature Education has an innovative replacement for college textbooks. It’s an online resource and classroom with a network of subject matter experts. And it’s free to students and faculty.
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October
1,
2009
Patricia Seybold
39
pages
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Moving from Cost Cutting to Customer-Contributed Innovation at Mentor Graphics
An Interview with Kim Kelley, Program Manager, Customer Support Marketing
Mentor Graphics launches a customer innovation program to solicit product enhancement ideas. Customers can vote and comment on each other's suggestions. The Mentor Ideas program is build on WebStorm from BrightIdea.com.
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December
18,
2008
Ronni Marshak
9
pages
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CohesiveFT Makes It Easy to “Roll Your Own” Virtual Servers
Customer-Led Innovation in Virtualization, Service-Oriented Infrastructure and Cloud Computing
Cohesive Flexible Technologies is a software start-up whose story to-date provides six best practices in customer-led innovation.
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March
20,
2008
Patricia Seybold
21
pages
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Customers' Requirements for Customer Service
The Voice of the Customer on What and How to Deliver a Customer Service Experience
In this report, we present customers’ requirements for customer service and describe how you can address those requirements to deliver an excellent customer service experience.
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September
6,
2007
Mitchell Kramer
7
pages
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IBM.com’s New Look: More Than a Face Lift
Using Service-Oriented Architecture to Provide an Adaptive Web Experience
In June 2007, IBM launched its next-generation Web site and the framework IBM will use to provide a unified online experience across all IBM’s Web properties. This new site architecture and approach embodies a number of best practices.
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June
28,
2007
Patricia Seybold
17
pages
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Publishing 2.0/Libraries 2.0: Students are Shaping the Future of Academic Publishing
How Graduate Students Want to Interact with Information
How do professionals and students consume information in the Web 2.0 era? Three graduate students provide great insights into how digital information should be presented, organized, consumed and shared among professionals.
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March
29,
2007
Patricia Seybold
15
pages
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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
Web 2.0 offers the ability to support each product lifecycle phase with Internet-enabled services. We call this approach: Product 2.0.
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February
20,
2007
Patricia Seybold
3
pages
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Customer Portal Survey
Key Insights into Adoption, Functionality, Governance, and Technology
We surveyed our community of readers, subscribers, and consulting clients to understand the adoption, functionality, governance and organization, and technology selection, usage, and management of their customer portals.
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January
18,
2007
Mitchell Kramer
12
pages
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InStranet Contact Centers In-Line 5.5
Innovative Knowledge Technology Makes It Easy for Customers to Answer Questions and Solve Problems
Contact Centers In-Line (CCIL) is the cross-channel, cross-lifecycle customer service offering of InStranet Inc. We evaluate CCIL 5.5, the current product version in this report.
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January
4,
2007
Mitchell Kramer
38
pages
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KNOVA Self-Service 7.1
Innovative New Search and Personalization Enhance a Solid Self-Service Offering
KNOVA Suite is a collection of six cross-channel, cross-lifecycle customer service products. We evaluate KNOVA Self-Service 7.1 against our evaluation framework for customer self-service in this report.
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December
7,
2006
Mitchell Kramer
34
pages
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IBM WebSphere Portal Version 6.0
How IBM’s Portal Stacks Up against Our Customer Portals Evaluation Framework
This report presents our evaluation of the IBM WebSphere Portal Version 6.0 against our evaluation framework for customer portals.
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September
14,
2006
Mitchell Kramer
35
pages
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Online Customer Communities Are Strategic
Why We All Need to Build a Core Competency in Nurturing Customer Communities
Vibrant 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.
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September
14,
2006
Patricia Seybold
10
pages
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Enabling Customer Co-Design
Using Customer Co-Design Tools and Innovation Toolkits
Here’s an overview of the different kinds of customer co-design tools that you may find of value in working with lead users (advanced users who aren’t yet customers) and lead customers.
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August
10,
2006
Patricia Seybold
4
pages
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Customized, Built-to-Order Products
Solutions that Are Configured by Me and Built for Me
When you enable mass customization, you’re designing all of your product development and manufacturing processes from the customers’ point of view—from the outside in.
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August
10,
2006
Patricia Seybold
21
pages
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KANA Solutions for Web Self-Service
Content, Findability, and Process Management Make It Easy for Customers to Help Themselves
We evaluate KANA Solutions for Web Self-Service against our evaluation framework for customer self-service in this report.
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July
13,
2006
Mitchell Kramer
40
pages
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