Publications

Customer experience

Enterprise 2.0 and social media allow for new approaches to interact with customers and for various new forms of community building. Will the result be better customer service?

The Xpragmatic View #136 - January 15, 2010

The message was sent

Customer-focused business process management helps us designing and delivering high quality business processes. We design effective and efficient processes to handle customer care. However, do we really care for the customer?

The Xpragmatic View #118 - June 14, 2009

Excellence by nothing

Over the past years, the customer has moved to pole position. Customers are no longer passive participants in the sales process but now dictate the rules. Experience creation is the associated buzzword. However, there are also other needs...

The Xpragmatic View #90 - October 10, 2007

Business processes are not your business

If we want to make the effort of having a closer look at our customer's processes we might identify huge opportunities for improvement of our own business processes. Business Process Management (BPM) revisited.

The Xpragmatic View #84 - April 15, 2007

Where do you belong?

Social bookmarking, tagging, folksonomy... they are all attempts to leverage the wisdom of crowds. However, do we get any wiser or just more confused?

The Xpragmatic View #83 - March 3, 2007

We value your opinion

The long-lasting success of companies is fundamentally linked to their ability to know and understand their customers. However, are they any good at it? Do they really try?

The Xpragmatic View #67 - June 2005

We respect your privacy

A sluggish economy, increased competition, price erosion and lower margins are forcing organisations to look for new and more creative ways to generate additional revenue. Unfortunately, most attempts remain largely focused on the traditional theme of accelerating the introduction of new products or variations of existing products. Today, companies must avoid focusing exclusively on the product itself. Instead, they must focus more on the potential use of their products.

The Xpragmatic View #66 - May 2005

The customer was not surprised

At the start of a new year, most analysts publish their predictions for the trends of the coming year. Very few of them (dare to) look back at their predictions of last year. However, analysts are not the only ones to blame. Every single company should have a closer look at its own performance (or lack of performance) during the past year. And this will not always be a pleasant picture...

The Xpragmatic View #58 - January 2004

The unreachable enterprise

The Internet-revolution has created a wealth of new opportunities allowing organisations to interact directly and in a personalised way with their customers. Marketing to the individual, the customer-focused organisation, it all seamed a bit more achievable and affordable. Unfortunately, this remains an unfulfilled promise. Even worse, the customer now understands what is happening.

The Xpragmatic View #56 - August 2003

Own the customer experience

"Own the total customer experience" is a well-known concept that was already introduced in 1998 in publications such as the bestseller Customers.com of Patricia Seybold. Five years later, it seems that many organisations did not really get the message.

The Xpragmatic View #53 - April 2003