Ronni Marshak Senior Consultant/Analyst (Link to Full Bio) (PDF of Full Bio) Current Research Focus: Collaboration Customer Scenario

Featured Research

• Helping Customers Find and Purchase Your Products/Services
  Identifying and Measuring the Key Moments of Truth in Select & Buy Customer Scenarios^®
  07/17/2008 - Ronni Marshak
• Making It Easy to Buy More of Your Products
  Identifying and Measuring the Key Moments of Truth in Reorder/Renew/Replenish Customer Scenarios^®
  07/03/2008 - Ronni Marshak
• When Something Is Wrong, Are You Really Making It Right for Customers?
  Identifying and Measuring the Key Moments of Truth in Break/Fix Customer Scenarios^®
  05/15/2008 - Ronni Marshak
• Corporate Executive Board Responds to Customers’ Request for Increased Collaboration
  Providing a Collaborative Environment for Sharing Messages about Compliance and Ethics
  04/03/2008 - Ronni Marshak
• Customer Innovation Guide
  Mastering the Fifth Core Competency: Leveraging Peer Production and Peer Promotion
  04/03/2008 - Patricia Seybold and Ronni Marshak
• TimeTrade Provides Automatic On-Demand Appointment Scheduling
  Reviewing the TESA Offering for Corporations and the New TimeDriver Solution for Individual Service Providers
  02/07/2008 - Ronni Marshak
• Virtual Events from Unisfair
  Recreating the Value of Live Conferences Without the Bother and Expense of Getting There
  12/13/2007 - Ronni Marshak
• MedStar Health
  Using Collaboration to Improve Healthcare from Good to Great
  An interview with Dr. Peter Basch, Medical Director of Ambulatory Clinical Systems
  11/15/2007 - Ronni Marshak 
• I Need a New Car—Fast!
  How Vehix.com Rates in an Emergency Car Buying Scenario
  10/18/2007 - Ronni Marshak 
• Customer Innovation Guide
  Mastering the Fourth Core Competency: Opening Up Product Development
  08/30/2007 - Patricia Seybold and Ronni Marshak
• New Car Insurance for a Growing Family
  Moments of Truth in Financial Considerations
  08/09/2007 - Ronni Marshak
• Customer Innovation Guide
  Customer Co-Design: The Third Core Competency
  07/12/2007 - Patricia Seybold and Ronni Marshak
• Selecting a Mobile Phone Family Plan for a Family in Transition
  Moments of Truth in Consumer Telecommunications
  07/05/2007 - Ronni Marshak
• Using Business Process Management to Streamline Litigation Discovery
  Supporting Collaborative Litigation Discovery with Exterro Fusion at Fredrikson & Byron, P.A. — An Interview with Chad Papenfuss, Litigation Support Administrator
  05/24/2007 - Ronni Marshak
• Research, Compare, and Select a New Retail Bank
  Moments of Truth in Financial Services
  05/03/2007 - Ronni Marshak
• Customer Innovation Guide: Effective Community Building:
  The Second Core Competency
  04/11/2007 - Ronni Marshak
• Customer Innovation Guide: Mastering the First Core Competency:
  Incorporating Story-Telling into Your Organization’s DNA
  03/29/2007 - Patricia Seybold and Ronni Marshak
• Dealing with a Moment of Truth in a “Purchase a Gift” Scenario
  The Case of the Purple Frog Flip Flops
  03/14/2007 - Ronni Marshak
• Kaon InteractiveFocuses on Retail Customer Experience
  Addressing Key Scenarios for Consumers, Manufacturers, and Retailers
  02/15/2007 - Ronni Marshak
• Customer Innovation Guide: Taking the Third Step
  Nurturing Customer Communities: The Key Third Step to Outside Innovation
  11/22/2006 - Patricia Seybold and Ronni Marshak
• Customer Innovation Guide: Taking the Second Step
  Provide Customers with Tools to Use to Reach Their Outcomes
  11/09/2006 - Patricia Seybold and Ronni Marshak
• OnStar
  Providing a Decade of Personalized Service for Safety and Convenience
  10/19/2006 - Ronni Marshak and Patricia Seybold
• Customer Innovation Guide: Identify and Study Lead Customers
  Have You Taken the First Step towards Customer-Led Innovation?
  10/19/2006 - Patricia Seybold and Ronni Marshak
• Customer Innovation Guide: Five Roles Your Customers Should Be Playing
  How Engaged Are Your Customers in Shaping the Future of Your Business?
  10/12/2006 - Patricia Seybold and Ronni Marshak
• A Customer Experience Journey
  Signing Up for CitiCards Rewards Proves Daunting
  10/05/2006 - Ronni Marshak
• Virtually Being There
  Royal Caribbean Cruises, Ltd. Creates an Online Onboard Experience—An Interview with Maria Polo Gonzalez, Manager of E-Marketing and Distribution
  09/07/2006 - Ronni Marshak
• Help Customers Do Their Jobs
  Become a Vital Resource in Helping Your Customers Achieve Their Outcomes
  08/31/2006 - Ronni Marshak and Patricia Seybold
• Best Practices in Engaging Customer Community Members
  Making It Easy and Exciting for Your Customers to Participate
  08/17/2006 - Matthew Lees
• GroveSite Collaborative Workspaces
  Quick, Easy, and Useful Team Workspaces for Collaboration with Customers and Suppliers
  08/02/2006 - Ronni Marshak
• How Visual Comfort Uses GroveSite’s Collaborative Workspaces to Improve
  A Small Lighting Design and Manufacturing Firm’s Innovative Use of Shared Workspace
  08/02/2006 - Ronni Marshak
• Cisco Systems
  Growing a Vibrant Online Community for More Than a Decade
  07/20/2006 - Ronni Marshak
• nTAG Enhances the In-Person Conference Experience
  Making the Most of Events and Conventions
  06/22/2006 - Ronni Marshak
• Let Customers Help Themselves
  Offer Self-Service throughout the Customer Lifecycle
  06/01/2006 - Ronni Marshak
• Collaborative Workpaces Evaluation Framework
  Our Criteria for Shared Workspaces that Support the Scenarios of Collaborative Teams
  05/18/2006 - Ronni Marshak
• Moving along the Time- (Team-) Space Continuum
  Collaboration Is Both Real-Time and Persistent, and Often Unanticipated
  04/27/2006 - Ronni Marshak — DOI: psgp4-27-06cc
• Customer Scenario® Design: An Approach for Outside Innovation
  Co-Designing Your Business with Your Customers
  03/23/2006 - Ronni Marshak and Patricia Seybold — DOI: me3-23-06cc
• The History of Customer Scenario® Design
  Co-Designed and Evolved with Customers
  03/23/2006 - Ronni Marshak and Patricia Seybold — DOI: me3-24-06cc
• Raindance Meeting Edition and Seminar Edition
  Raindance Brings the Feeling of Face-to-Face Meetings Online
  03/02/2006 - Ronni Marshak — DOI: pr3-2-06cc
• Collaborating with Customers
  Tools for Working Together Across Company Boundaries
  02/09/2006 - Ronni Marshak — DOI: psgp2-9-06cc
• Provide a 360-Degree View of the Customer Relationship
  Leading the Way to Customer Loyalty and Profitability
  01/26/2006 - Patricia Seybold & Ronni Marshak — DOI: bp1-26-06cc
• Streamline Business Processes that Impact the Customer
  Make Sure the Customer’s Point of View Is the Design Center for Continuous Process Improvement
  01/12/2006 - Patricia Seybold & Ronni Marshak — DOI: bp1-12-06cc
• Own the Customer’s Total Experience
  Taking Responsibility Leads to Customer Loyalty
  12/22/2005 - Ronni Marshak and Patricia Seybold — DOI: bp12-22-05cc
• Current Concerns of Customer Visionaries
  Visionary Customer-Centric Executives Are Tackling Next-Generation E-Business Challenges
  12/15/2005 - Ronni Marshak and Patricia Seybold — DOI: bp12-15-05cc
• Getty Images
  Making It Easy for Image-Buying Professionals to Do Their Jobs
  12/08/2005 - Ronni Marshak — DOI: cs12-8-05cc
• Convoq SellASAP 2.3
  Integrating Online Collaborative Meeting Convocation into the Sales Context
  11/10/2005 - Ronni Marshak — DOI: pr11-11-05cc
• Target the Right Customers
  The First Step in Making It Easy for Customers to Do Business with You
  10/20/2005 - Patricia Seybold and Ronni Marshak — DOI: bp10-20-05cc
• IBM Lotus Web Conferencing 7.0
  A Strong Internal Meeting Platform that Needs to Connect Better to the Rest of the World
  10/13/2005 - Ronni Marshak — DOI: pu10-13-05cc
• The Dangers of Defining a Specific Scenario-Mapping Customer
  Creating a Composite Customer Yields Best Results
  09/18/2003 - Ronni Marshak — DOI: bp9-18-03cc
• Identifying the Right Customers and Context
  Building the Foundation for a Customer Scenario
  7/24/2003 - Ronni Marshak — DOI: csm7-24-03cc
• It’s a Matter of Trust
  In Consumer Customer Scenarios^®, Don’t Underestimate the Importance of a Trusted and Independent Third Party
  4/17/2003 - Ronni Marshak — DOI: psgp4-17-03cc
• American Express Comes Through for a Member in Need
  Solving a Problem Leads to an Easy Up-Sell
  4/17/2003 - Ronni Marshak — DOI: ce1-16-03cc
• Challenges in Supporting Customer Scenarios^® Across Multiple Touchpoints
  Following Up on Fleet’s Focus on Customer Service: Personnel Doing a Fine Job, but Voice Response System in Desperate Need of Enhancement
  12/13/2002 - Ronni Marshak — DOI: ce12-12-02cc
• Axentis Enterprise: Business Process Software for Managing Compliance
  It’s a Matter of Trust
  11/07/2002 - Ronni Marshak — DOI: pp11-7-02cc
• The Next Big Thing: Adaptive Business Process Management
  Making Processes Reflect the Dynamic Nature of Business Today
  10/10/2002 - Ronni Marshak — DOI: psgp10-11-02cc
• Good, Old-Fashioned, Customer Service
  Just Keep Your Promises, and You’re Almost There!
  10/03/2002 - Ronni Marshak — DOI: ce10-3-02cc
• Winning Back Customers
  A Renewed (or, Perhaps, First-Time) Focus on Customer Service Helps Fleet Rekindle Failing Relationships
  09/12/2002 - Ronni Marshak — DOI: ce9-12-02cc
• The Future of Contact Centers
  Rather than Going Away, They Will Be a Point of Consolidated Information and Functionality
  07/18/2002 - Ronni Marshak — DOI: fw7-19-02cc
• The Three Cs of Business Process Management: Communication, Coordination, and Collaboration
  Integrating People, Activities, and Operational Processes
  07/03/2002 - Ronni Marshak — DOI: psgp7-4-02cc
• The CRM Paradox
  When a 360° View Doesn't Give a Complete Picture
  06/20/2002 - Ronni Marshak — DOI: psgp6-20-02cc
• Control-F1 Enables Real-Time PC Technical Support
  CF1-Live Combines Remote Diagnostics and Collaboration for Customer Support Scenarios
  06/13/2002 - Ronni Marshak — DOI: pr6-14-02cc
• Workflow Is Not Dead; It's Just Buried
  Meta-Process Management and Web Services Will Lead to the Era of Adaptive Business Process Management
  05/09/2002 - Ronni Marshak — DOI: psgp5-9-02cc
• Techmar's Outsourced Solution for Nurturing Warm Leads into Sales
  Covering the Middle Mile of Sales
  03/14/2002 - Ronni Marshak — DOI: sp3-14-02cc
• CRM Suites or Best of Breed?
  Is Market Consolidation Good for Customers?
  03/14/2002 - Ronni Marshak — DOI: psgp3-14-02cc
• Closed-Loop Meta-Process Management
  Gaining Visibility into Linked Processes that Address Customer Scenarios
  02/21/2002 - Ronni Marshak — DOI: psgp2-21-02cc
• Ronni Marshak on Customer Experience: Multi-Channel Shopping
  A Commerce Experience Should Be a Blended One
  01/17/2002 - Ronni Marshak — DOI: ce1-17-02cc
• Revenio Dialog Manager 3.0
  Moving from Managing Campaigns to Managing Ongoing Conversations with Customers
  01/10/2002 - Ronni Marshak — DOI: pr1-10-02cc