We often focus on the big customer experience issues—how to build a great Web site, overall presentation of information, streamlining major customer applications. But then there are the smaller, more specific customer problems, such as how can customers report if something is going wrong, or how can you pull together a composite report when your stakeholders and customers are spread out over the world and use different tools. In my article this week, “Using Smartsheet to Work with ‘Customers’,” I look at how two education-related institutions, the New York Charter Schools Association and the Center for Cartoon Studies, are solving customer problems by using a more flexible and collaborative project management tool. And this lead me to wonder what other innovative tools have you found to improve your customer experience and help customers achieve their goals. I’m not talking about a wholesale change to your back-end infrastructure, but those less expensive and less organizationally impacting solutions that you have found to simplify your and your customers’ jobs and lives.
I’d love to document your stories—how you found a problem and implemented a solution that actually works! If you are a vendor of one of these innovative tools, I’d like to hear from your customers and tell their stories. So please contact me at [email protected] and let’s share some innovation and success.
Here are my case studies:
Using Smartsheet to Work with “Customers”
The Center for Cartoon Studies and the New York Charter School Association Extend a New Project Management Tool to Solve Problems For and With Their “Customers”
By Ronni T. Marshak, Sr. VP and Sr. Consultant, March 3, 2011
