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4 Engagement Models for Customer Success | ClientSuccess
Simple and useful review: #Designing your #customer #success model, high-touch, low-touch for #onboarding training adoption growth service
customer  success  organization  engagement  model  onboarding  training  installation  manager  account  size  profit  enterprise  smb  small  business 
june 2019 by csrollyson
Silo Mentality cartoon | Marketoonist | Tom Fishburne
[commented] Responded to assertion that “marketing is best equipped to handle customer experience”; how to break silos to enhance #CX
csrblogcomment  marketing  customer  experience  pointofview  cartoon  silo  organization  sales  Q2  2019  brand  enterprise  csr19 
june 2019 by csrollyson
Creating a Culture of Customer Centricity - TandemSeven - The Experience Innovation Company
Pithy point of view on #customer #centricity: argues that the key to organization change is [truly] customer-centric #user #research and persona models. To this I'd add #JTBD
pointofview  customer  experience  transformation  centricity  enterprise  brand  Competition  organization  change  user  executive  team  empowerment  irony  research  persona  model  value  proposition 
may 2019 by csrollyson
Home - TandemSeven - The Experience Innovation Company
Customer experience #design firm with robust proprietary software to automate #journey mapping #persona development implementing #CX #transformation
design  customer  experience  management  consulting  firm  chicago  boston  london  Newyorkcity  csr19  journey  map  enterprise  software  persona  transformation 
may 2019 by csrollyson
Championing the Customer Experience | Brandwatch
Argues that customer experience is marketing, takes a brand/enterprise view of #customer #experience culture using @deloitte's maturity model @vizia
marketing  customer  experience  pointofview  platform  enterprise  data  integration  IT  strategy  CCO  executive  model  deloitte  maturity  csr19  business  intelligence  analytics  social  media  journey  map  adoption  touchpoint 
may 2019 by csrollyson
The Design Firm Is (Walking) Dead - Core77
On-point observations about the sunsetting of pureplay service design firms
service  design  reference  professional  pointofview  2015  firm  acquisition  analysis  client  enterprise  example 
march 2019 by csrollyson
What is Customer Journey Mapping? The Complete CX Network Guide | CX Network
Solid high-level post on why to use #customer #journey #maps + how to orchestrate the effort + pitfalls & links #CX
customer  experience  journey  map  value  proposition  approach  reference  persona  brand  enterprise  pitfall  csr19 
february 2019 by csrollyson
How to Pick the Best Customer Journey Analytics Platform for You
Yes, a pitch for their platform but head/shoulders above most other posts. Enterprise viewpoint, uses true analytics to inform #customer #journey #map creation & optimization
customer  experience  journey  map  persona  enterprise  software  platform  vendor  analytics  exceptional  organization  data  marketing  automation  comparison  analysis  reference  bullsi  example  image  IT  csr19 
february 2019 by csrollyson
How to Put Customer Research to Work
Details issues around #customer #journey #maps & #personas; asserts that most are one-offs & various versions proliferate & recommends using a central repository (theirs ;^). #marketing #cx #ux silos
customer  user  experience  journey  map  persona  enterprise  software  application  howto  csr19  image  organization  marketing 
february 2019 by csrollyson
Digital Transformation Requires Total Organizational Commitment | TechCrunch
[comment] Transformation hasn't changed in decades; I contribute a new way to think about it
q1  2016  digital  transformation  organization  cdo  csrblogcomment  culture  history  reflection  ceo  enterprise 
may 2017 by csrollyson
Why 84% Of Companies Fail At Digital Transformation
[comment] Useful update on #digital #transformation results + a model for analyzing results
digital  transformation  project  failure  statistic  q1  2016  cdo  cio  csrblogcomment  enterprise  ceo  cco  organization 
may 2017 by csrollyson
What does it take to be a chief customer officer?
Emphasizes "the human touch" and using automation to enhance experience & having a global enterprise view
cco  customer  experience  executive  career  insurance  healthcare  payer  medical  global  international  human  automation  artificial  intelligence  service  collaboration  enterprise 
april 2017 by csrollyson
The 10 Commandments of Customer Experience
[comment] One of the best #CX lists I've seen; makes important connections among them
customer  experience  employee  bullsi  drivetotrust  list  advice  organization  management  enterprise  humor  policy  empowerment  engagement  sochap  cco  cdo  executive  csrblogcomment 
april 2017 by csrollyson
CASE - How Well Do You Know Your Alumni?
How a university used #socialmedia + #analytics to boost #fundraising effectiveness
bullsi  alumni  sh5  social  media  16ccc  analytics  fundraising  facility  facebook  example  casestudy  enterprise  sofrware  vendor 
november 2016 by csrollyson
Americans Still More Confident in Small vs. Big Business | Gallup
"Big business regularly ranks near the bottom in confidence among major U.S. institutions"
brand  enterprise  corporate  smb  small  business  trust  2015  Statistics  usa  culture  2csrollyson  sochap  cco  2sbs 
october 2016 by csrollyson
Our Story | nVISIA
CONGRATS! Timeline of enterprise distributed software pioneer based in Chicago (I'm a 2x alum ;^)
oot  object  oriented  technology  analysis  design  enterprise  software  nvisia  timeline  history  sun  rational  BEA  web  services  network  distributed  2csrollyson 
june 2016 by csrollyson
What the Mark Zuckerberg Hack Means for the State of Cybersecurity | ZeroFOX
How #password #reuse adds value to #SocialMedia #hacks & dark market pricing; What to do #security
social  media  security  Q2  2016  facebook  twitter  linkedin  pinterest  instagram  news  zuckerberg  password  hack  Enterprise  howto  reuse  engineering  2csrollyson 
june 2016 by csrollyson
Analyst Reports | Resource Library
Analyst library at Jive #employee #engagement #customer #experience #digital #transformation
customer  experience  employee  engagement  enterprise  software  analyst  report  jive  comparison  pointofview  collaboration  intranet  community  marketing  productivity  reference 
june 2016 by csrollyson
Forrester Research Report: Advocate Marketing for B2B | Jive
Advice for using software to power #advocate #marketing featuring customers & employees
analyst  report  enterprise  collaboration  customer  advocate  marketing  software  comparison  analysis  competition  jive  q1  2015  forrester 
june 2016 by csrollyson
Improve Employee Engagement With a Digital Workplace
Advice for increasing #employee #engagement using enterprise collaboration software
analyst  report  enterprise  employee  collaboration  software  comparison  analysis  competition  jive 
june 2016 by csrollyson
Jive Software One-pager w Customer Quotes
Brief on Jive's products that empower #employee #engagement & #customer #experience
jive  enterprise  software  customer  collaboration  intranet  community  employee  integration  marketing  reference 
june 2016 by csrollyson
Sandbox Industries
Pioneering #healthcare #medicine #lifescience incubator
healthcare  life  science  incubator  westloop  startup  entrepreneur  VCs.angels  enterprise  2csra 
june 2016 by csrollyson
Complete Enterprise Healthcare Solution
Enterprise solution vendor for employee population healthcare cost management
enterprise  healthcare  health  management  1cv6s  population  vendor  platform  prevention  big  data 
february 2016 by csrollyson
Oracle Roadmap to Modern Customer Service
Basic tech-focused adoption roadmap for #CX emphasizing #customer #service; social metrics outdated
vendor  promotion  marketing  model  enterprise  technology  Solution  customer  service  experience  omni  channel  empowerment  chat  website  mobile  social  media  metrics  measurement  knowledge  management  2csra  2snr 
january 2016 by csrollyson
The Most (and Least) Empathetic Companies
Empathy Index, new #customer #experience indicator? 60 are LESS empathic than @comcast #yikes @ladygeek
customer  experience  empathy  Statistics  rank  comparison  enterprise  brand  index  2015  Q4  cco  2ghcj  sochap 
january 2016 by csrollyson
Karen Stephenson’s Quantum Theory of Trust
Reference work on social network analysis and measurement, relevant to employee engagement = links
employee  engagement  reference  social  network  analysis  trust  knowledge  management  enterprise  sochap  example  telecom  model 
january 2016 by csrollyson
Altimeter’s Top Digital Trends for 2016 | Altimeter Group
Riffing on 2016 #socialbusiness & tech trends as social platforms morph to paid models #marketing #cloud
q1  2016  prediction  analysis  social  media  business  enterprise  marketing  cloud  content  advertising  organization  monitoring  management  software  privacy  ethics  analytics  platform 
january 2016 by csrollyson
The Customer Engagement Model | Nello Franco
Excellent #customer #experience|#success engagement model details phases + interactions
customer  engagement  experience  success  model  howto  enterprise  software  Q1  2015  ROI  journey  cco  strategy  reference  cmo 
january 2016 by csrollyson
Nello Franco | Customer Success Frameworks and Perspectives Based on Real-World Experience
Useful insights + model of 7 layers of #customer #success. Software focus but can be adapted to others
customer  success  enterprise  software  business  model  strategy  Q2  2015  sochap  reference  cco 
january 2016 by csrollyson
All in One Account Based Marketing - Engagio.com
Vendor: Marketing automation + analytics = "account based marketing" (new buzzword)
b2b  vendor  platform  marketing  automation  analytics  sales  enterprise 
december 2015 by csrollyson
7 Technology Trends Transforming Consumer Communication - Salesforce Marketing Cloud Blog
Recap of "7 transformative trends" changing relationships between firms and people + useful journey image
journey  customer  2014  image  digital  transformation  mobile  enterprise  brand  cmo  cco  cdo 
december 2015 by csrollyson
The battle to bring your own app - CIO
Useful primer on #BYOA (Bring Your Own Application), totally enabled by #cloud
BYOA  CIO  q1  2015  consumerization  enterprise  cloud  IT  policy  governance  security  productivity  2csra  2snr  2sbs 
december 2015 by csrollyson
How Employees Find Their Voice Through Social Media
Useful POV refers to Towers Watson study on employment, communications and social media, implies #employee #engagement
employee  engagement  social  media  sochap  howto  community  q3  2015  management  enterprise  reference  leadership  culture 
december 2015 by csrollyson
Moving from Transaction to Engagement
Useful vision/model for IT transformation: Away from corporate transaction to #SocialBusiness engagement
2011  Q3  experiential  comparison  social  business  IT  engagement  system  enterprise  adoption  model  thought  leadership  vision  2snr  2csra 
november 2015 by csrollyson
The 8 Signs of the Coming Job-Apocalypse
[commented] Powerful POV on bifurcating employment situation, alienation, lack of trust, fear > how to adapt
career  pointofview  csrblogcomment  q4  2015  employer  employee  management  executive  trust  relationship  job  enterprise  2sochap  fear  2sbs 
october 2015 by csrollyson
The Rise of the Chief Digital Officer
Excellent description of the Chief Digital Officer #CDO role and market drivers
CDO  reference  analysis  executive  digital  transformation  recruiting  strategy  enterprise  brand  foundation 
october 2015 by csrollyson
The Future of Digital Customer Experience | SolsticeFWD (with images, tweets) · csrollyson · Storify
Rich coverage of #mobile #transformation trends: Practical insights: @forrester @johndeere @bosch @trunkclub & more
hightech  mobile  web  ecommerce  q3  2015  vision  cdo  customer  experience  marketing  application  iot  disruption  vendor  enterprise  solution  big  data  business  social  omni  channel  2cco  2cdo 
september 2015 by csrollyson
Helena Foulkes— The change agent inside CVS
Future CCO? Great cameo of key CVS exce changemaker + dynamics of pharmacy retail
retail  healthcare  enterprise  merger  executive  customer  experience  history  competition  q3  2015  cancer  pharma  insurance  strategy  cco  2cdo 
september 2015 by csrollyson
Oracle cross channel customer experience Celcom case study
2 #omnichannel case studies on Oracle; nice detail of customer journey incl. #socialmedia #retail #callcenter...
omni  channel  customer  experience  casestudy  oracle  enterprise  software  retail  call  center  website  mobile  social  media  2chcuo  cco 
september 2015 by csrollyson
Service design: An interview with Andy Polaine | User Experience Podcast
Wide-ranging interview on #service #design: How it's developing, how it relates to other design+impact on #cx #ux
service  design  pioneer  podcast  interview  reference  audio  studio  enterprise  acquisition  reflection  Q4  2014  user  experience  comparison  customer  2cco 
september 2015 by csrollyson
Healthbox
#Healthcare #incubator in #Chicago West Loop co-founded by Sandbox/other execs; facilitates collaboration between healthcare & life science startups and enterprise corporate clients
healthcare  medical  chicago  incubator  entrepreneur  VCs.angels  medicine  life  science  startup  WestLoop  innovation  usa  pharma  Enterprise 
september 2015 by csrollyson
An Atlas of Strategy Traps
Deft entertaining treatment of patterns in business strategy
strategy  enterprise  history  model  pointofview  reflection  bcg 
september 2015 by csrollyson
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