Patty Seybold's presentation on Outside Innovation tailored to a Latin American audience--both b2c and b2b.

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!

6. Use Customer Insight & Co-Design to Achieve:

7. Design to Meet Customers’ Outcomes Customers’ Streamlined Scenarios Your Company’s Streamlined Processes Moment of Truth Moment of Truth Desired Outcomes

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

21. Provide Tools to Help them Reach their Goals Koko Fitness Smartrainer

22. Koko Fitness Provides Realtime Feedback

23. Build an Ecosystem around Customers’ Outcomes

24. Provide Customization and Innovation Toolkits

25. Let Customers use their Tools Anywhere! Design your shoes on your cell phone, and see your design on the Billboard in Times Square

26. Support a Continuum of Customer Innovation

27. Provide Tools to Help them Reach their Goals

28. National Semiconductor’s WEBENCH  Toolkit Application Resources System Overview Diagram Layout Sortable Selection Guide WEBENCH Simulation

30. Karmaloop’s Lead Customers: Urban Streetwear

31. Karmaloop Community Finds and Reps the Products

32. Customers are acknowledged for posting Customers rate each other’s contributions! National Instruments’ Vibrant Community 50% of new products created by customers

33. Lead customers Consultants Guides Contributors Promoters Five Roles Customers want to Play

35. Help Customers Strut their Stuff

36. Help Customers Strut their Stuff

37. Customers create their own Mash Ups

38. Engage in Open Access and Peer Production

39. Next generation games: Co-designed by customers