Sat.Jan 20, 2007 - Fri.Jan 26, 2007

Customer Experience Matrix

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Why RFPs Are Not Right for Everyone (and When You Still Need Them)

Customer Experience Matrix

The traditional process for selecting software involves gathering requirements, embedding these in a Request for Proposal, sending the RFP to qualified vendors, and making a decision based on the replies. I don’t know where the process got started; I suspect in government procurement but perhaps it was large corporate bureaucracies. In any event, RFPs are widely detested by vendors who often do huge amounts of work without knowing whether their efforts will be rewarded or even taken seriously.

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Aberdeen Report Cites Need for Customer Value Models

Customer Experience Matrix

Aberdeen Group recently released “Creating a Customer-Centric Marketing Organization” available here (registration required). The paper is based on a survey of senior marketing executives at 500 small and mid-sized businesses. It was designed to identify the marketing practices of best-in-class customer-centric companies and to determine whether those companies actually report better results.

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Customer Experience Frameworks

Customer Experience Matrix

One of the interesting things about writing this blog is seeing how visitors find it. I use a simple page-tagging service called StatCounter that tells me which Web page visitors come from. Often these are Google searches for terms that have been used in my posts. When I have a few minutes to spare, I often click on those searches myself to see what else is coming up.

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Sterling Commerce Focuses Retailers on Total Customer Experience

Customer Experience Matrix

Sterling Commerce, which provides software for sharing data across organizations, recently (well, last August) published “The Four Rules for Ensuring Customer Loyalty in a Competitive Retail Climate” available here (registration required). You won’t be surprised that all four rules relate to sharing data. But this perspective does lead to past the usual corporate boundaries towards the complete customer experience.

SIC 120
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Nuances in Customer Experience Management Methodologies (Is that a catchy title or what?)

Customer Experience Matrix

I’ve been looking at customer experience management methodologies recently. All seem similar at first, but after a while you begin to pick up on the nuances that distinguish them. Here are some of the differences I’ve noticed. - focus on function vs. emotion. The general idea of customer experience management boils down to identifying and meeting customer needs.

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