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csrollyson : silo   9

The next-generation operating model for the digital world | McKinsey
Relatively concise article synthesizing how to integration #digitization #automation #analytics around transformation, all rooted in #customer #journey #mapping #experience #cx
customer  Experience  journey  map  digitization  automation  artificial  intelligence  silo  system  thinking  analytics  howto  2017  csr19  service  design 
july 2019 by csrollyson
5 Best Practices to Build a Customer Success Journey Map | ClientSuccess
Good idea, but the "map" is firm-focused, not #customer #centric. Better is a #service #blueprint, which contains customer #journey #map and firm front & back stage support processes #design
customer  success  journey  map  alignment  silo  client  structure  marketing  sales  support  product  implementation  service  design  blueprint  csr19 
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
The 6 Rings Of The Modern Customer Experience - Forbes
Assert importance of #customer #experience & offers 6 organizational arenas and breakdowns #cx #cdo
customer  experience  organization  silo  dysfunction  Q3  2015  pointofview  crm  technology  social  media  service  2cco  cco  cdo  omni  channel  2cdo 
december 2015 by csrollyson
Six Critical Checkpoints for a CCO - Customer Bliss
Excellent concise discussion of when your organization needs a CCO #management #customer #experience #kudos
customer  success  cco  chief  officer  indicator  management  insight  metrics  roadmap  organization  silo  plan  cuture  Q1  2015  2csra  2cdo 
september 2015 by csrollyson
Empower your ‘people’ to execute your omnichannel vision
Reflections on #customer #experience and #omnichannel in #banking includes examples
omni  channel  digital  transformation  banking  Financialservices  q1  2014  pointofview  example  silo  customer  experience  cdo  cco 
may 2014 by csrollyson
How Smart Businesses Reorganize For Social - The BrainYard -
Brief analysis of challenges of #SocialBusiness #adoption: old+new temp show higher cost, silos prevent sharing
social  Business  adoption  2013  Enterprise  silo  howto  digital  cdo 
april 2013 by csrollyson

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