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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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Presentation on theme: "Internet incubators B2anything- cutesy acronyms Domain name silliness Stealth launches –Deluded net-preneurs Cookie cutter management approach Generic."— Presentation transcript:

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

3 Generic services Internet over phone lines Built to last* Asbestos Corporate Jets Conference Handouts

4 www.smmonline.com www.SMMOnline.com

5 Restructuring - outsourcing Management teams Top down management marketing In-house collection agency Web applications Application service providers Digital signatures

6 Voice over DSL & IP E-commerce infrastructure Business peer-to-peer networks Purchasing power Bundled web services Improve the customer experience

7 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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10 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.

11 What is your business location? A major force in the new economy demands the virtual location.

12 How on-line are you, really? Sure you’ve got a Web page, but how much of your business is able to react once your customers click those buttons?

13 Have you created new channels to talk to your customers? You’re truly listening only if you maintain am ongoing dialogue with them.

14 Are you planning your company’s future? The faster things move, the less time you have to plan them. You have to create a company that is quick to adapt.

15 Speed x Connectivity x Intangibles = BLUR

16 Speed: Every Aspect of business and the connected organization operates and changes/adapts in real time. Speed x Connectivity x Intangibles = BLUR

17 Connectivity: Everything is becoming electronically connected to everything else- products, people, companies. Speed x Connectivity x Intangibles = BLUR

18 Intangibles: Every offer has both tangible and intangible economic value. The intangible is growing faster. Speed x Connectivity x Intangibles = BLUR

19 Blur: The new world in which we have come to live and work. Speed x Connectivity x Intangibles = BLUR

20 The Blur is changing solutions such as mass production, segmented pricing and standardized jobs.

21 Email: pseybold@customers.com www.customers.com The Patricia Seybold Group 85 Devonshire St., 5th Floor Boston, MA 02109 USA Phone: 617-742-5200 Fax: 617-742-1028

22 To Deliver a Great Customer Experience, Hone Operational Excellence ©2001 Patricia Seybold Group www.customers.com

23 Customers Increasingly do their Research Online ©2001 Patricia Seybold Group www.customers.com

24 They Want to Search for the Things That Are Important to Them ©2001 Patricia Seybold Group www.customers.com

25 Customers Demand Immediate Access to All Kinds of Information ©2001 Patricia Seybold Group www.customers.com

26 They want Accurate Price & Availability Online (Instead of Calling) ©2001 Patricia Seybold Group www.customers.com

27 What’s Your Customers’ Scarcest Resource? Understand what they’re trying to do Save them Time! Design using customer scenarios Measure your Success by their Success ©2001 Patricia Seybold Group www.customers.com

28 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

29 Re-Invent This or That Leasing & Marketing Call Center/Central Leasing Telephone Specialist Maximize traffic & advertising expenses

30 Web Applications Communication Tools Email acceptance It’s been read It’s been forwarded It’s been clicked on

31 Web Applications Communication Tool

32 E- Mail attachment Executable Digital Brochures

33 Digital Brochures

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35 Attend or Buy the Tape The Virtual Marketing Department The Virtual Apartment Community

36 What will the market bear? How quickly can you adjust price? Can you create creative solutions for product and service bundling? Dynamic Pricing

37 How do Companies Survive the Customer Revolution?

38 By Focusing on the Quality of the Customer Experience

39 Create a High Level Executive who is responsible for the Customer Experience

40 Measure & Monitor what Matters to Customers

41 Where’s the Value in the “New” Economy? In Customer Relationships!

42 Re-Invent This or That Resident Services www.tellme.com 1-800-555-8355 Or 1-800- 555 -tell Voice Recognition software

43 Next on the Horizon: Customer ScenarioNets: The Customer’s 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

44 Opens your staff for more personal work. Service Requests Account Info Ordering Renewals Questions and answers Self Service Equals Self Satisfaction

45 Bundled Web Services

46 The Qcorps Service Enables Customers to electronically select utilities, products and services. (713)839-0200 ext 151

47 Re-Invent This or That Clubhouse & Leasing Center Workspace Customer service space Leasing space

48 Re-Invent This or That Maintenance Inventory Control Scheduling Service templates Bids

49 Purchasing Power

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54 http://www.corrigo.com/

55 Re-Invent This or That Management Cookie Cutter = Top down Management And marketing

56 In-House Collection Agency

57 Restructuring- Outsourcing

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59 Digital Signatures Allows us to conduct real- time, legally binding transactions using a web browser.

60 www.ilumin.com

61 They Want COMPLETE Interactions/Transactions ©2001 Patricia Seybold Group www.customers.com

62 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

63 Rent Collection Security Deposit Management Bill Payment Cash Management Credit Unions Payroll Services

64 http://rentutopia.com/home/index.html

65 http://www.tranzero.com/

66 http://www.netzee.com

67 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.

68 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

69 www.smmonline.com www.SMMOnline.com

70 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!)

71 They want Efficient Interactions ©2001 Patricia Seybold Group www.customers.com

72 PDAs Personal Digital Assistants

73 http://blackberry.corporatewireless.com/

74 http://www.ddhsoftware.com/solutions.html

75 http://www.palm.com

76 http://www.tiscor.com

77 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

78 PDAs Personal Digital Assistants Cost Justification

79 Voice Over DSL & IP Digital Subscriber Line & Internet Protocol

80 Voice Over DSL & IP Digital Subscriber Line & Internet Protocol Leasing Resident Services Training Corporate communications

81 Business Peer-To-Peer Networks Bulletin Boards Chat Rooms Idea Banking List Serves – AptOneList Email Lisa@AptExpert.comLisa@AptExpert.com ApartmentProfessionals.com

82 Community specific web sites that allow residents a place in interface and allow local business a place to advertise

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84 Adjusting To Demands & Requirements Of Valuable Employees

85 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.

86 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.

87 Focus Training At All Job Levels

88 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

89 Evolve! is blessedly free of reckless cybermania. And, unlike many such dot- com how-to’s, 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.

90 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.

91 Email: pseybold@customers.com 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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93 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.Don’t 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, Don’t own it. If you do own it, use it up.

94 Find Our Slides at our One Click Service Site SMMOnline.com


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