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Internet incubators B2anything- cutesy acronyms Domain name silliness Stealth launches –Deluded net-preneurs Cookie cutter management approach Generic

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  • 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
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  • Rent Collection Security Deposit Management Bill Payment Cash Management Credit Unions Payroll Services
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  • http://rentutopia.com/home/index.html
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  • http://www.tranzero.com/
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  • http://www.netzee.com
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  • 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
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  • PDAs Personal Digital Assistants
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  • http://blackberry.corporatewireless.com/
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  • http://www.ddhsoftware.com/solutions.html
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  • http://www.palm.com
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  • http://www.tiscor.com
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  • http://navigation.helper.realnames.com/framer/1/112/default.asp?realname=Kyocera&url=http%3A%2F%2Fwww%2Ekyocera%2Ecom&frameid=1&providerid=112&uid=30003007
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  • 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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