Patricia Seybold
Patricia Seybold
Patricia B. Seybold, CEO of Patricia Seybold Group, is the author of Customers.com, The Customer Revolution, Outside Innovation, and co-author of Brandchild. Her books,, discuss the impact that technology and evolving customer behavior have on business trends. Ms. Seybold is a strong advocate for the idea that customers should be engaged in the brainstorming work that precedes the conception of successful products and services...
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Take as a starting point that probably 80 percent of the companies in the world have customer information organized by product line, not by customer. Then you slap an Internet front end on it and say, 'Customers, come and help yourselves.' Guess what happens? Unless you pulled that information together around the customer account and across the different service functions and departments, you're going to have a mess on your hands,