Internet incubators B2anything- cutesy acronyms Domain name
silliness Stealth launches Deluded net-preneurs Cookie cutter
management approach Generic marketing strategies
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Generic services Internet over phone lines Built to last*
Asbestos Corporate Jets Conference Handouts
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www.smmonline.com www.SMMOnline.com
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Restructuring - outsourcing Management teams Top down
management marketing In-house collection agency Web applications
Application service providers Digital signatures
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Voice over DSL & IP E-commerce infrastructure Business
peer-to-peer networks Purchasing power Bundled web services Improve
the customer experience
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Community specific web sites Adjusting to demands and
requirements of valuable employees Re-Invent This or That Focusing
on training at all job levels Customer Scenario nets Value &
the new economy
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Can you customize every customer encounter? Today every product
and service offering can be customized. If your service is cookie
cutter, you need to make changes.
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What is your business location? A major force in the new
economy demands the virtual location.
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How on-line are you, really? Sure youve got a Web page, but how
much of your business is able to react once your customers click
those buttons?
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Have you created new channels to talk to your customers? Youre
truly listening only if you maintain am ongoing dialogue with
them.
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Are you planning your companys future? The faster things move,
the less time you have to plan them. You have to create a company
that is quick to adapt.
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Speed x Connectivity x Intangibles = BLUR
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Speed: Every Aspect of business and the connected organization
operates and changes/adapts in real time. Speed x Connectivity x
Intangibles = BLUR
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Connectivity: Everything is becoming electronically connected
to everything else- products, people, companies. Speed x
Connectivity x Intangibles = BLUR
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Intangibles: Every offer has both tangible and intangible
economic value. The intangible is growing faster. Speed x
Connectivity x Intangibles = BLUR
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Blur: The new world in which we have come to live and work.
Speed x Connectivity x Intangibles = BLUR
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The Blur is changing solutions such as mass production,
segmented pricing and standardized jobs.
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Email: [email protected] www.customers.com The Patricia
Seybold Group 85 Devonshire St., 5th Floor Boston, MA 02109 USA
Phone: 617-742-5200 Fax: 617-742-1028
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To Deliver a Great Customer Experience, Hone Operational
Excellence 2001 Patricia Seybold Group www.customers.com
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Customers Increasingly do their Research Online 2001 Patricia
Seybold Group www.customers.com
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They Want to Search for the Things That Are Important to Them
2001 Patricia Seybold Group www.customers.com
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Customers Demand Immediate Access to All Kinds of Information
2001 Patricia Seybold Group www.customers.com
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They want Accurate Price & Availability Online (Instead of
Calling) 2001 Patricia Seybold Group www.customers.com
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Whats Your Customers Scarcest Resource? Understand what theyre
trying to do Save them Time! Design using customer scenarios
Measure your Success by their Success 2001 Patricia Seybold Group
www.customers.com
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Find Solutions for these Challenges Credit Check Real-time
inventory Real-time pricing Content management once for all
advertising venues Streamlined Multi-touchpoint/person access
Streamlining application process Streamlining the tail end of the
process
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Re-Invent This or That Leasing & Marketing Call
Center/Central Leasing Telephone Specialist Maximize traffic &
advertising expenses
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Web Applications Communication Tools Email acceptance Its been
read Its been forwarded Its been clicked on
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Web Applications Communication Tool
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E- Mail attachment Executable Digital Brochures
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Digital Brochures
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Attend or Buy the Tape The Virtual Marketing Department The
Virtual Apartment Community
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What will the market bear? How quickly can you adjust price?
Can you create creative solutions for product and service bundling?
Dynamic Pricing
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How do Companies Survive the Customer Revolution?
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By Focusing on the Quality of the Customer Experience
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Create a High Level Executive who is responsible for the
Customer Experience
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Measure & Monitor what Matters to Customers
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Wheres the Value in the New Economy? In Customer
Relationships!
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Re-Invent This or That Resident Services www.tellme.com
1-800-555-8355 Or 1-800- 555 -tell Voice Recognition software
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Next on the Horizon: Customer ScenarioNets: The Customers
Desired Outcome forms the Hub for e-Processes B-to-C: Help me Move
Get my Phone/Net Service Replace my Refrigerator Manage my
Health/Exercise Rent an apartment B-to-B: Relocate my Employees
Find Temporary Housing for my Execs Install work-at-home options
for my employees 2001 Patricia Seybold Group www.customers.com
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Opens your staff for more personal work. Service Requests
Account Info Ordering Renewals Questions and answers Self Service
Equals Self Satisfaction
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Bundled Web Services
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The Qcorps Service Enables Customers to electronically select
utilities, products and services. (713)839-0200 ext 151
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Re-Invent This or That Clubhouse & Leasing Center Workspace
Customer service space Leasing space
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Re-Invent This or That Maintenance Inventory Control Scheduling
Service templates Bids
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Purchasing Power
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http://www.corrigo.com/
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Re-Invent This or That Management Cookie Cutter = Top down
Management And marketing
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In-House Collection Agency
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Restructuring- Outsourcing
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Digital Signatures Allows us to conduct real- time, legally
binding transactions using a web browser.
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www.ilumin.com
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They Want COMPLETE Interactions/Transactions 2001 Patricia
Seybold Group www.customers.com
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Web applications Banking Technology market research firm IDC
(www.idc.com) predicts that almost 23 million American households
will make the move to online banking by 2004, and the click and
mortar approach is expected to strongly support that
transition.www.idc.com
Application Service Providers Rather than purchasing software
and installing it on your own equipment, you can use an ASP to host
and manage your applications on the Web.
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In Search of the Payoff All ASPs are not created equal! For a
complete checklist of questions to ask prospective ASPs & to
help you identify their strengths, weaknesses, capabilities and
core competencies visit smmonline.com
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www.smmonline.com www.SMMOnline.com
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Attend or Buy the Tape Five Technologies that Will Change the
Way you Do Business Finding and delivering the value in Web
Applications (You Missed it, buy the tape!)
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They want Efficient Interactions 2001 Patricia Seybold Group
www.customers.com
PDAs Personal Digital Assistants Cost Justification
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Voice Over DSL & IP Digital Subscriber Line & Internet
Protocol
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Voice Over DSL & IP Digital Subscriber Line & Internet
Protocol Leasing Resident Services Training Corporate
communications
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Business Peer-To-Peer Networks Bulletin Boards Chat Rooms Idea
Banking List Serves AptOneList Email
[email protected]@AptExpert.com
ApartmentProfessionals.com
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Community specific web sites that allow residents a place in
interface and allow local business a place to advertise
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Adjusting To Demands & Requirements Of Valuable
Employees
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Fear, curiosity, exhaustion, loyalty, paranoia, optimism, rage,
and revelation--not quite the kind of emotions that are anticipated
or discussed when leaders embark on organizational change, but
exactly the kind to expect.
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If you've ever wondered what's wrong in the organization you
work for, why results are poor, why departments can't work
together, why the best people keep leaving and why the rest feel
helpless and miserable; this is the book for you.. A definite gift
for your boss, but first erase all your comments like "that's us!"
or "we do that!" because there will be plenty.
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Focus Training At All Job Levels
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Devoted readers of business books, and those under 30, won't
find much new in these lessons, though they are worth repeating.
But old-school management may find this clear advice helpful
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Evolve! is blessedly free of reckless cybermania. And, unlike
many such dot- com how-tos, it's wise enough to know that, far from
having completely rewritten the rules of good business, the callow
world of e-commerce has much to learn from the offline forbears it
often scoffs at.
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Fear, curiosity, exhaustion, loyalty, paranoia, optimism, rage,
and revelation--not quite the kind of emotions that are anticipated
or discussed when leaders embark on organizational change, but
exactly the kind to expect.
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Email: [email protected] www.customers.com The Patricia
Seybold Group 85 Devonshire St., 5th Floor Boston, MA 02109 USA
Phone: 617-742-5200 Fax: 617-742-1028
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Re-Invent This or That New ways to blur your business 1.Make
speed your mind-set. 2.Connect everything with everything. 3.Build
product into every service. 4.Put service into every product.
5.Make your offer interactive. 6.Customize everything. 7.Make Sure
your offer gets smarter with use. 8.Dont grow what you can buy.
9.Learn to Partner, Learn to Split. 10.Let the market price your
offer. 11.Be big and small simultaneously. 12.Use it, Dont own it.
If you do own it, use it up.
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