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Mapping out Customer Experience Excellence: 10 Steps to Customer Journey Mapping
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To stay competitive and survive the changes organizations are presently facing, they need to reassess the way they are structured, function and build relationships with customers. People-centred approaches like Design Thinking, Social Design and Service Design have emerged because it provides us with useful methods and tools to bridge the gap. One of the tools is customer journey mapping. This article explains what customer journey mapping is, and how it is used to improve quality and foster a culture of innovation.
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[Full Article]
Mar-21-2010 |
Customer Service Champs 2010
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BusinessWeek's fourth annual customer service awards are a mix of repeat stars and first-timers who know how to treat consumers right. The new No. 1, L.L. Bean, leapt from 24th to first place as recession-weary customers relished its lenient returns policy, inexpensive outdoor gear and clothing, and the fast responses from its Maine call centers. Other newcomers include bookseller Barnes & Noble, the Panera Bread chain, and regional banker BB&T, which stands for Branch Banking & Trust. Click through the slide show of our winners to see the rest.
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[Full Article]
Mar-21-2010 |
How to Move Your Business to the Cloud
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As a CIO, how does your company take advantage of this changing technology and business model called the cloud? There are a few things to consider with cloud computing. First, a number of research firms suggest that cloud implementations can take up to 50% less time, and total cost of ownership can be up to 46% cheaper. Both of these are shown in numerous white papers provided by cloud solution providers, and for the most part are reflective of the power and benefits cloud computing can provide. However, one caution: Should you need or require multiple integrations, go cautiously.
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[Full Article]
Mar-13-2010 |
Partner or Vendor: You Make the Choice
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When you become CIO, you're going to be faced with the challenge of picking your friends. No, I'm not talking about being nice to the CEO and CFO -- let's hope that they are already your friends. What I'm talking about is the collection of outside firms that provide your IT department with goods and services. They can't all be your best friend, so you've got some decisions to make. The first thing that we should all agree on is that not all companies that you will be doing business with are created equal. What this means in practical terms is that the world is divided into two groups of businesses: vendors and partners.
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[Full Article]
Mar-13-2010 |
A New CIO-CFO Partnership
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The CFO can be more than just an accounting system customer of the CIO, and the CIO can be more than merely another budget line to the CFO. Both leaders support the enterprise and can be strong partners in bringing value to the business. Whether in a $200 million or $2 billion enterprise, common concerns have emerged from a series of CFO interviews and other activities I've conducted. Here are three fundamental needs demanded -- and sometimes begged for -- by CFOs.
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[Full Article]
Mar-13-2010 |
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