Outside Innovation presented on May 11, 2007 at CRMC CALA
1. Outside Innovation How Your Customers will Co-Design Your Company’s Future Patricia Seybold, CEO Patricia Seybold Group, Inc. Customer Relationship Management Conference 2007 Caribbean and Latin America May 11, 2007 Coral Gables, Florida
2. Get Your Seat at the Strategy Table By making it easy for your Customers to: - Do business with you! - Achieve their goals!
7. Design to Meet Customers’ Outcomes Customers’ Streamlined Scenarios Your Company’s Streamlined Processes Moment of Truth Moment of Truth Desired Outcomes
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18. Co-Designed a Solution to Meet their Goals I want to borrow money easily, on my terms, to meet my goals without dealing with an impersonal institution. I want to invest money safely, on my terms, grow my income, help others improve their lives.
19. Design to Meet Customers’ Outcomes Customers’ Streamlined Scenarios Your Company’s Streamlined Processes Moment of Truth Moment of Truth Desired Outcomes
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21. Provide Tools to Help them Reach their Goals Koko Fitness Smartrainer
32. Customers are acknowledged for posting Customers rate each other’s contributions! National Instruments’ Vibrant Community 50% of new products created by customers