Customer Scenario® Mapping

Description

How easy is it for customers to do business with your organization? Do you do a great job of anticipating their needs? Do you design your business processes from the inside out or from the outside in? Does the Voice of the Customer (VOC) drive your priorities? Is everyone in your firm aligned around customers’ outcomes?

Customer Scenario® Mapping is Patricia Seybold Group’s licensed methodology for gathering customers’ future requirements. Unlike focus groups or surveys, customers CO-DESIGN their ideal processes for doing business with you and for achieving their outcomes. Customers identify their “moments of truth” and their metrics.

Companies that use Customer Scenario® Mapping at the outset of every project eliminate months of rework, gain rapid adoption, provide seamless cross-channel experiences, shorten time-to-close deals, eliminate customer pain points, experience lower costs-to-serve, and they improve customer loyalty and profitability while increasing employee satisfaction.

Featured Research

• The History of Customer Scenario® Design
  Co-Designed and Evolved with Customers
  03/23/2006 - Ronni Marshak and Patricia Seybold
• Customer Scenario® Design: An Approach for Outside Innovation
  Co-Designing Your Business with Your Customers
  03/23/2006 - Ronni Marshak and Patricia Seybold
• How to Approach Customer Experience Management
  An Overview of Patricia Seybold Group’s Recommended Game Plan
  Patricia Seybold
• Meeting the Customer Experience Challenge
  What’s Your Current Situation? What’s Your Vision?
  Patricia Seybold
• Leading an “Issues and Vision” Discussion with Customers (and Partners)
  Tips for Gaining a Lot of Customer Context in a Short Time (and How to Kick Off a Customer Scenario® Mapping Session)
  09/15/2005 - Patricia Seybold
• Identifying Operational Customer Experience Metrics
  How to Spot What Matters Most to Customers and Turn Those “Moments of Truth” into Metrics You Can Track
  Patricia Seybold
• Interviewing Customers for Your Customer Scenario Mapping Session
  The Pre-Session Interview Enables Great Customer Scenario Choices
  Susan Aldrich
• Selecting and Recruiting Customers for Customer Scenario® Mapping Sessions
  How to Identify and Solicit the Right End-Customers for Customer Co-Design Sessions
  Patricia Seybold
• Let Customers Co-Design Your Customer-Critical Initiatives
  How and When to Use Customer Scenario® Mapping
  Patricia Seybold
• Discovering Findability Requirements from Customer Scenario® Maps
  Building Your Search and Navigation Approach
  Susan Aldrich
• Building Buy-In for Customer-Centric Initiatives
  Facilitate Group Interviews with Key Stakeholders to Build Trust and Momentum
  Patricia Seybold
• Integration and Customer Experience
  Creating an IT Integration Strategy to Deliver an Integrated Customer Experience
  Brenda Michelson
• Service Discovery Using Customer Scenario^® Mapping
  Building Your Services Catalog
  Brenda Michelson
• Why It's Hard to Prioritize IT Initiatives around End-Customer Impacting Issues
  Current Disconnects between Business and IT; Suggestions for Bridging the Gaps
  Patricia Seybold
• Customer Scenario® Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 2)
  Anticipating the "Moments of Truth" that Surface Consistently in B2B Customers' Scenarios®
  Patricia Seybold
• Customer Scenario® Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 1)
  Unpacking "Moments of Truth" that Surface Consistently in B2B Customers' Scenarios®
  Patricia Seybold
• Capturing Customer Requirements for Content Management
  Using Customer Scenario® Mapping to Gather Requirements for Information Attributes, Metadata, Roles, and Responsibilities
  Patricia Seybold
• Beware of Business Process Management
  Be Careful about Adopting Internally-Driven Business Processes; Instead, Design a Customer-Adaptive Enterprise Using a Services-Oriented Approach
  Patricia Seybold
• Support for Business Processes (Theirs and Ours)
  Your Customers' Scenarios Drive; Your Business Processes Support
  Patricia Seybold
• How to Prioritize Your Roadmap Using Customer Experience & Value
  Rationalizing Your IT Services Across Projects and Business Units
  Patricia Seybold and Susan Aldrich

More...

* Customer Scenario and Customers.com are registered trademarks and Customer Flight Deck and Quality of Customer Experience (QCE) are service marks of the Patricia Seybold Group Inc.