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eNews - May 21, 2008
Table of contents
• Event: Upcoming Webinar featuring Mitch Kramer, sponsored by InStranet
• Free research: Airbus’s Super Jumbo Content Challenge
• Blog: Corporate Execs Learn from FIRST
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Upcoming Event
Webinar: Unifying Knowledge Management & CRM: Strategies to Enhance the Customer Experience
Featuring Mitchell Kramer, Senior VP, Patricia Seybold Group, Sponsored by InStranet
Thursday, May 29, 2008
8 am PDT / 11 am EDT / 3 pm GMT
Today’s challenging marketplace forces most companies to focus on delivering great customer experiences and increasing revenue - while, at the same time, reducing related operational costs. This, in turn, mandates that every customer interaction, through a contact center, retail store, or web self-service, is handled efficiently, effectively and in a personalized manner. You must provide prompt accurate answers to your customer’s toughest questions and issues. However, handling every customer interaction perfectly is an often challenging, elusive objective.
Click here for more information and to register.
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Free Research Report
Airbus’s Super Jumbo Content Challenge by Susan E. Aldrich
Fine-Grained Information Objects, Variants, and Layered Architecture Form the Solution
When Airbus began work on the A380 Superjumbo aircraft, it also began work on building a new documentation system, one that could support a million pages of custom documentation for each aircraft and a thousand people developing the content. Axel Sellmer, Manager IS for Repair and Customer Services Germany, and his team developed the software and systems for technical documentation. This report describes the exacting requirements of the A380 documentation projects, and the systems Axel’s team developed to satisfy those requirements, which includes a layered technology architecture and an atomic information architecture.
We are making this case study free to Customers.com News subscribers. Download the full report here.
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Patty’s Latest Blog
Corporate Execs Learn from FIRST How to Inspire Young Inventors and to Harness Their Creativity
In mid-April, we held our semi-annual Visionaries’ meeting in Atlanta where we witnessed the preliminary day of the FIRST robotics championship. Our goal was to wrap our minds around our next-gen customers and employees and to absorb some creative energy from these bright kids. But our visit exceeded my expectations. By spending time to understand the structure of the design of this very successful program to inspire kids to engage in science, technology, engineering, and math, I think we discovered some principles that could be transferred into our corporate environments to make innovation a more repeatable and systemic activity.
Read full blog here.
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ABOUT US
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If you're a visionary customer-focused executive, the Patricia Seybold Group should be your first choice for ongoing strategic advice, business and technology guidance, customer experience best practices, and help with customer-centric initiatives. More info.
Patricia Seybold Group
Boston, MA
Phone: +1 (800) 826-2424 or +1 (617) 742-5200
Fax: +1 (617) 742-1028
Web: http://www.customers.com
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