Patricia B. Seybold Founder, CEO, and Author (Link to Full Bio) (PDF of Full Bio) Patty's Blog Current Research Focus: Customer Experience Quality of Customer Experience (QCE)SM Customer Scenario® Mapping Organizational Coaching Online Strategy

The Essentials

• Making Team Innovation Work
  Learning from FIRST How to Inspire Inventors and Build an Innovative Culture
  05/01/2008 - Patricia Seybold
• Customer Innovation Guide
  Mastering the Fifth Core Competency: Leveraging Peer Production and Peer Promotion
  04/03/2008 - Patricia Seybold and Ronni Marshak
• CohesiveFT Makes It Easy to “Roll Your Own” Virtual Servers
  Customer-Led Innovation in Virtualization, Service-Oriented Infrastructure and Cloud Computing
  03/20/2008 - Patricia Seybold
• Roles and Responsibilities
  Patty’s Dream Team: Roles and Responsibilities
  03/19/2008 - Patricia Seybold with Susan Aldrich
• B2B Firms Are Adopting Web 2.0
  How to Engage and Empower Business Customers Online
  01/31/2008 - Patricia Seybold
• How Should You Manage Customer and Partner Portals?
  Patty’s Dream Team: Roles and Responsibilities You’ll Need for Your Customer-Centric Organization
  12/06/2007 - Patricia Seybold
• Managing Customer Advisory Board Programs
  How Do Companies Structure, Manage, and Profit from Their B2B Customer Advisory Boards?
  11/21/2007 - Patricia Seybold
• Partner Portals Should Be Combined with Customer Portals
  Why Not Design Your Partner Portals to Surround and Complement Your Customer Portals?
  10/04/2007 - Patricia Seybold 
• Creating Customer Advisory Boards That Your Customers Will Love!
  How to Design a Successful “Outside In” CAB Program for Your Customers and Top Executives
  09/13/2007 - Patricia Seybold
• Customer Innovation Guide
  Mastering the Fourth Core Competency: Opening Up Product Development
  08/30/2007 - Patricia Seybold and Ronni Marshak
• Why CRM Is the Wrong Answer to the Wrong Question
  Are You Investing in the Right Stuff?
  07/12/2007 - Patricia Seybold
• Customer Innovation Guide
  Customer Co-Design: The Third Core Competency
  07/12/2007 - Patricia Seybold and Ronni Marshak
• IBM.com’s New Look: More Than a Face Lift
  Using Service-Oriented Architecture to Provide an Adaptive Web Experience
  06/28/2007 - Patricia Seybold
• What Customer-Centric Visionary Execs Are Doing in 2007
  Customer-Outcome-Driven Businesses, Disappearing Home Pages, and Other Trends
  05/17/2007 - Patricia Seybold
• Outside In
  What’s Beyond Web 2.0 and Enterprise 2.0? Biz 3.0!
  04/19/2007 - Patricia Seybold
• Customer Innovation Guide: Mastering the First Core Competency:
  Incorporating Story-Telling into Your Organization’s DNA
  03/29/2007 - Patricia Seybold
• Publishing 2.0/Libraries 2.0: Students Are Shaping the Future of Academic Publishing
  How Graduate Students Want to Interact with Information
  03/29/2007 - Patricia Seybold
• Digital Natives in the Classroom Are Propelling Us to School 2.0
  A Few of David Warlick’s Thoughts on How Kids and Web 2.0 are Reshaping Education and Publishing
  03/22/2007 - Patricia Seybold
• Foster Community
  Strengthen Relationships and Help Customers Help Each Other
  03/14/2007 - Patricia Seybold
• Customer Co-Design in Rural Uganda
  How URDT Empowers Grass Roots Creativity
  03/08/2007 - Patricia Seybold
• How to Get From Product 2.0 to BIZ 3.0
  Redeploy your Product-related Web 2.0 Services to Help Customers Reach Their Goals
  02/20/2007 - Patricia Seybold
• Turn Customer Co-Design Insights into Action
  How to Gain Momentum by Turning Customer Scenarios® into Operational Scorecards, Recommendations, and Action Items
  02/08/2007 - Patricia Seybold
• Customer Innovation Guide: Taking the Third Step
  Nurturing Customer Communities: The Key Third Step to Outside Innovation
  Patricia Seybold and Ronni Marshak
• Building Interactive Feedback into Your Products and Surrounding Services
  How Koko Fitness Enables Four Kinds of Interactive Feedback
  Patricia Seybold
• Customer Innovation Guide: Taking the Second Step
  Provide Customers with Tools to Use to Reach Their Outcomes
  Patricia Seybold and Ronni Marshak
• Move Over Portals; Prepare for Scenario Nets!
  The Next E-Business Model: Task-Specific Cross-Company Workflows
  Patricia Seybold
• Quick Take from Patty’s Pioneers
  How to Leverage Great Minds and Experience
  Patricia Seybold
• Customer Innovation Guide: Identify and Study Lead Customers
  Have You Taken the First Step towards Customer-Led Innovation?
  Patricia Seybold and Ronni Marshak
• OnStar
  Providing a Decade of Personalized Service for Safety and Convenience
  Ronni Marshak and Patricia Seybold
• Customer Innovation Guide: Five Roles Your Customers Should Be Playing
  How Engaged Are Your Customers in Shaping the Future of Your Business?
  Patricia Seybold and Ronni Marshak
• Outside Innovation at the BBC
  Q&A with Matt Locke, Head of Innovation, BBC New Media
  Matt Locke and Patricia Seybold
• Online Customer Communities Are Strategic
  Why We All Need to Build a Core Competency in Nurturing Customer Communities
  Patricia Seybold
• Help Customers Do Their Jobs
  Become a Vital Resource in Helping Your Customers Achieve Their Outcomes
  Ronni Marshak and Patricia Seybold
• Enabling Customer Co-Design
  Using Customer Co-Design Tools and Innovation Toolkits
  Patricia Seybold
• Chief Customer Officer
  Jeanne Bliss Explains How to Overcome Organizational Barriers to Attain a Customer-Centric Culture
  Patricia Seybold
• What’s on the Minds of Lead Customer-Centric Executives?
  Patty’s Visionaries Share Their Visions, Their Realities, and What’s Working for Them
  Patricia Seybold
• Customer Scenario® Design: An Approach for Outside Innovation
  Co-Designing Your Business with Your Customers
  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
• Customers as Creators
  Customers Create Your Content, Create Their Products and Your Products, Create and Share Their Intellectual Property
  Patricia Seybold — DOI: bp1-13-06cc
• Streamline Business Processes that Impact the Customer
  Make Sure the Customer’s Point of View Is the Design Center for Continuous Process Improvement
  Patricia Seybold and Ronni Marshak — DOI: bp1-12-06cc
• Meeting the Customer Experience Challenge
  What’s Your Current Situation? What’s Your Vision?
  Patricia Seybold — DOI: me11-3-05cc
• Why the Buzz About Google Talk?
  What’s Google’s Strategy for IM and VOIP, and How Will It Impact You?
  Patricia Seybold — DOI: psgp9-1-05cc
• Democratizing Innovation
  Von Hippel’s New Book Stresses the Importance of Innovation by Lead Users
  Patricia Seybold — DOI: br8-18-05cc
• 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 — DOI: me8-4-05cc
• Return on Customer^SM
  Peppers and Rogers Popularize an Important Concept
  Patricia Seybold — DOI: psgp7-21-05cc
• Current Concerns of Customer Visionaries
  Issues, Initiatives, and Requirements from Customer-Centric Executives
  Patricia Seybold — DOI: psgp7-8-05cc
• In Google We Trust?
  What’s Google’s Impact on Your Strategy?
  Patricia Seybold — DOI: psgp7-7-05cc
• 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 — DOI: me6-9-05cc
• Nurturing Customer Loyalty in the B2B World
  Know and Nurture Your Internal Advocates
  Patricia Seybold — DOI: psgp5-26-05cc
• Let Customers Co-Design Your Customer-Critical Initiatives
  How and When to Use Customer Scenario® Mapping
  Patricia Seybold — DOI: me5-26-05cc
• How to Think About Content Management
  Confused about Content Management and Portals? Reframe Your Questions
  Patricia Seybold — DOI: psgp5-5-05cc
• Establishing and Nurturing a Customer-Centric Culture
  Lessons Learned from the Masters
  Patricia Seybold — DOI: bp5-5-05cc
• What Are Customer Experience Best Practices?
  Summary of Our Findings from the APQC Total Customer Experience Benchmark and a Report Card for You
  Patricia Seybold — DOI: BP4-28-05CC
• Building Buy-In for Customer-Centric Initiatives
  Facilitate Group Interviews with Key Stakeholders to Build Trust and Momentum
  Patricia Seybold — DOI: ME4-21-05CC
• Best Practices in Dealing with Consumers’ Cross-Channel Retail Behavior
  Meeting Consumers' 'Moments of Truth' as They Shop across Channels
  Patricia Seybold — DOI: BP1-29-04CC
• HP Provides Cross-Channel Inventory Visibility
  Responding to the Moment of Truth: 'Where Is This Product in Stock?'
  Patricia Seybold — DOI: CS7-1-04CC
• Emerging Governance Structures for Tackling Information Management
  Laying the Structure for a Strategic Core Competency in Information Management
  Patricia Seybold — DOI: BP11-13-03CC
• The Network Effect
  Weaving the Semantic Web of information
  Patricia Seybold — DOI: BP2-27-03CC
• Who Is Accessing Your Information?
  The COUNTER Project Proposes to Track Usage while Protecting Privacy
  Patricia Seybold — DOI: BP2-20-03CC
• Protecting Your Digital Assets
  Technical Journal Publishers Lead the Way Using Digital Object Identifiers (DOIs)
  Patricia Seybold — DOI: TA2-13-03CC
• Understanding Digitization: Trends in Business Models
  Important Lessons from Scientific, Medical, and Technical Publishing
  Patricia Seybold — DOI: BP2-6-03CC
• Focus Your Electronic Business Efforts on Saving Customers Time and Sparing Them Aggravation:
  Patricia Seybold — DOI: SS12-97EC
• Making Progress in Cross-Channel Retail
  Sears and Lands' End Take Great Strides in Their Merger, but They Still Have Opportunities to Grab
  Patricia Seybold — DOI: CL9-25-03CC
• Netflix.com Wins Patent on Business Methods
  Turning Customers' Moments of Truth into a Sustainable Business Advantage
  Patricia Seybold — DOI: PSGP7-10-03CC
• National Semiconductor Seduces Its Value Chain
  Patricia Seybold — DOI: 1MOW5-98

Featured Research

• 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
• 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
• How to Approach Customer Experience Management
  An Overview of Patricia Seybold Group’s Recommended Game Plan
  11/23/2005 - Patricia Seybold — DOI: me11-23-05cc
• 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
• Branded Customer Service
  Barlow and Stewart Promote a Strong Linkage between Brand and Customer Service
  09/29/2005 - Patricia Seybold — DOI: br9-29-05cc
• 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 — DOI: me9-15-05cc
• Are You Handling Content Management as a Customer-Critical Issue?
  Shoddy Content Management Will Adversely Impact the Value of Your Company
  07/21/2005 - Patricia Seybold — DOI: psgp7-23-05cc
• A Call for Accounting Transparency: The Value of Customers and Brands
  New Rules for Disclosing Intangible Assets Will Require Reporting on Customer and Brand Assets
  06/02/2005 —Patricia Seybold — DOI: psgp3-28-02cc
• Good-Bye Carly
  HP's Future: A Consumer Entertainment Company and a Utility Computing Company?
  02/09/2005 — Patricia Seybold — DOI: psgp2-9-05cc
• Customer Portals: Central to Your Customer Experience Strategy
  Customer Portals Support Your Customers throughout Their Lifecycles
  01/27/2005 — Patricia Seybold — DOI: psgp1-27-05cc
• QCE^SM Resolutions for 2005
  Focus on What Matters Most to Your Customers
  01/20/2005 — Patricia Seybold — DOI: psgp1-21-05cc
• Cross-Channel Shopping Shines in the 2004 Holiday Season
  Search Plays a Big Role in Steering Sales to Both Niche and Mainstream Retailers
  01/06/2005 — Patricia Seybold — DOI: psgp1-6-05cc
• How the Blogging Community Accelerated Tsunami Relief
  Blogs and Wikis Are Providing Instant Visibility, Information-Sharing, and Coordination
  01/06/2005 — Patricia Seybold — DOI: psgp1-7-05cc
• IBM/Lenovo: The China Strategy
  Is the China Card Also a Linux Card?
  12/16/2004 — Patricia Seybold — DOI: psgp12-16-04cc
• What Will It Take for Oracle to Win the Hearts and Minds of PeopleSoft’s Customers?
  Is It Time for a Kinder, Gentler Oracle?
  12/16/2004 — Patricia Seybold — DOI: psgp12-13-04cc
• Looking for Business Architects?
  Check Out Your Ebusiness Leader
  11/23/2004 — Patricia Seybold — DOI: psgp11-23-04cc
• Why It's Hard to Prioritize IT Initiatives around End-Customer Impacting Issues
  Current Disconnects between Business and IT; Suggestions for Bridging the Gaps
  11/10/2004 — Patricia Seybold — DOI: PSGP11-10-04CC
• VP of Customer Intelligence
  Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
  11/04/2004 — Patricia Seybold — DOI: OS11-4-04CC
• Sr. IT Architect for Cross-Channel Customer Experience
  Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
  10/07/2004 — Patricia Seybold — DOI: OS10-7-04CC
• Banks Measure What Matters to Customers--and Improve Service
  Leading Practitioners Now Measure the Quality of Customer Experience^SM
  09/23/2004 — Patricia Seybold — DOI: PSGP9-25-04CC
• Customer (and Partner) Segment Advocates
  Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
  09/09/2004 — Patricia Seybold — DOI:
• Key Role: SVP of Cross-Channel Customer Experience (or Equivalent)
  Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
  08/26/2004 — Patricia Seybold — DOI: OS8-26-04CC
OS9-9-04CC
• Where Does Support Fit in Your Customers’ Lifecycles? Everywhere!
  Support Isn't a Stage in the Customer Lifecycle; It's the Engine That Drives it!
  07/29/2004 — Patricia Seybold — DOI: PSGP7-29-04CC
• 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®
  06/17/2004 — Patricia Seybold — DOI: CSM6-17-04CC
• Customer Scenario® Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products?
  Unpacking 'Moments of Truth' that Surface Consistently in B2B Customers' Scenarios®
  06/03/2004 — Patricia Seybold — DOI: CSM6-3-04CC
• Payment Strategies
  Customer Experience Insights Gleaned from Watching the U.S. Banking Industry
  05/27/2004 — Patricia Seybold — DOI: PSGP5-28-04CC
• Project Avalanche
  Corporate IT Executives Band Together to Evolve Shared IP
  04/15/2004 — Patricia Seybold — DOI: PSGP4-15-04CC
• Sun and Microsoft Deal: Good News for Linux & Java
  Sun and Microsoft Move Their Competition Up from the Virtual Machine to Office Applications
  04/08/2004 — Patricia Seybold — DOI: PSGP4-8-04CC
• Rethinking CRM
  Customers Don't Want to Be Managed; They Do Want Good Experiences and Outcomes
  04/01/2004 — Patricia Seybold — DOI: PSGP4-2-04CC
• Designing a Customer-In CMR Environment
  Start by Making it Easy for Customers to Manage their Relationships with Your Firm; Then Worry about Managing Your Relationships with Them
  01/22/2004 — Patricia Seybold — DOI: PSGP1-23-04CC
• Eliyon’s Person Search and Profile Service
  A Search Service that Automatically Generates Professional Profiles of People from Public Web Content
  01/08/2004 — Patricia Seybold — DOI: SP1-8-04CC
• Capturing Customer Requirements for Content Management
  Using Customer Scenario® Mapping to Gather Requirements for Information Attributes, Metadata, Roles, and Responsibilities
  12/24/2003 — Patricia Seybold — DOI: CSM12-24-03CC
• Gathering Customers' Real Requirements
  Uncovering Customers' Moments of Truth
  07/03/2003 — Patricia Seybold — DOI: CSM7-3-03CC
• Is Outlook Becoming the Center of Our Universe?
  Outlook 2003 Will Become the De Facto User Interface for Many Applications
  10/23/2003 — Patricia Seybold — DOI: PSGP10-24-03CC
• MessageOne’s Emergency Messaging System (EMS)
  How to Avoid Email Outages, No Matter What Happens!
  10/16/2003 — Patricia Seybold — DOI: PP10-16-03CC
• The Killer App: Email
  Email Has Become the 'Killer' Application for Business; Yet Email Can Kill Your Business
  08/28/2003 — Patricia Seybold — DOI: PSGP8-29-03CC
• Gaining Adoption & ROI for Your Software Projects
  Dealing with the Secret Shame of Today's Stalled Software Deployment Efforts
  08/14/2003 — Patricia Seybold — DOI: PSGP8-14-03CC
• Granularity Rocks!
  Framing Concerns into the Right-Size Chunks Solves a Host of Business and Technology Problems
  07/17/2003 — Patricia Seybold — DOI: PSGP7-17-03CC
• Wanted: Information Architects!
  Improving the Findability of Enterprise Information
  06/26/2003 — Patricia Seybold — DOI: PSGP6-26-03CC
• Will Microsoft Co-Opt Linux, Too?
  There's Trouble Brewing in Linux-Land; Microsoft's Unix/Windows Co-Existence Strategy May Win the Hearts & Minds of Corporate IT
  06/19/2003 — Patricia Seybold — DOI: PSGP6-19-03CC
• Microsoft, Oracle, PeopleSoft (and Linux)
  The Battle over the Mid-Market Is Getting Interesting
  06/12/2003 — Patricia Seybold — DOI: