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Consultants in business & technology strategy using
Customer Co-Design to improve Customer Experience and to Innovate.
Experts in:    • CRM     • Customer Service     • E-Commerce
• Portals    • Search & Findability     • Knowledge Management
• Web 2.0    • Customer Communities     • Social Media.
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Communities
  • Patty's Pioneers
• Patty's Visionaries
• CSM Exchange
•Podcasts
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  Case Studies:
• Tikatok
• Airbus's Super Jumbo Content Challenge
• Making Team Innovation Work
• Customer Co-Design in Rural Uganda
• Self-Service Resolution: Cable TV Companies
• Using Lakes to Monitor the Health of the Planet
• Corporate Executive Board Responds to Customers' Request for Increased Collaboration
• MedStar Health
Customer Experience:
• Five Principles of Customer Engagement
• Meeting the Customer Experience Challenge
• How to Approach Customer Experience Management
• Customer Scenario® Design: An Approach for Outside Innovation
• Creating Customer Advisory Boards that Your Customers Will Love!
Search & Merchandising:
• Avoiding Search Pitfalls
• Keys to E-Merchandising Success in Troubled Economic Times
• Five Steps in Selecting a Search Engine
• Enterprise Search Planning and Evaluation Framework, Version 3
• Ecommerce Search Planning and Evaluation Framework, Version 1
Community:
• Who Owns Community?
• Integrating Community into Customer Support
• Framework for Evaluating Online Community Platforms, Version 2
Customer Service:
• Customers' Requirements for Customer Service
• Rethinking CRM: Provide Customers the Information They Care about in a Seamless Fashion
• How Should You Manage Customer and Partner Portals?
• Customer Service KM Evaluation Framework
E-Commerce:
• B2C Ecommerce Evaluation Framework
• Framework for Assisted-Service for Ecommerce
Product Reviews:
• CohesiveFT Makes It Easy to "Roll Your Own" Virtual Servers
Web 2.0 and Social Media:
  
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