Patricia B. Seybold Launches the Customer Revolution

New Book Defines How to Transform Your Business to Thrive in the

Customer Economy



Apr 03, 2001, 01:00 ET from Patricia Seybold Group

    BOSTON, April 3 /PRNewswire/ -- Crown Publishing announces the publishing
 of the new book by Patricia Seybold entitled The Customer Revolution: How to
 Thrive When Customers Are in Control.  Much has changed since her first best-
 seller Customers.com was published, and in The Customer Revolution, Seybold
 explores one of today's essential truths: The so-called Internet or new
 Economy is really the customer economy.
     When Seybold was researching and writing Customers.com, companies were
 grappling with the impact of the Internet on their businesses and asking,
 `What should our e-commerce strategy be?' Customers.com, published in 1998,
 answered that question with 16 case studies, showing how both the foreword-
 thinking B2C and B2B companies were focused on one thing: Making it easy for
 customers to do business with them!
     Now, companies are asking a different set of questions.  What happened?
 What's going on?  How do we make sense out of the collapsing valuations of
 dotcoms, Internet companies and companies in general?  What role should the
 Internet and mobile/wireless strategies play in our current strategies?  Where
 should we continue to invest?  Where should we pull back?  The Customer
 Revolution tackles these questions head on.
     Like Customers.com, The Customer Revolution is grounded with detailed case
 studies of 13 companies-many of them companies whose brands you'll recognize
 (although there are a few that will be new and refreshing to you) including
 Charles Schwabb, Hewlett Packard and General Motors' Vauxhall.  In addition to
 the overarching themes of the Customer Revolution and the Customer Economy,
 there are two areas where Seybold has gone out on a limb:
 
     Customer Value Index: The value of a company should be assessed, at least
 in part, using a Customer Value Index which is described in the book.  It's
 comprised of customer capital plus customer momentum. In short, we should be
 using the net present value of the earnings from a company's current and
 expected future customers as the basis for earnings projections.
     That is decidedly NOT what investors were doing during the bubble.  If
 they had been, they would have realized that these inflated P/E multiples were
 not realistic.  In The Customer Revolution, Seybold cites examples of
 companies around the world that are already managing internally by and for
 customer value.  The discipline of tracking Customer Lifetime Value is
 migrating from the marketing departments to the board rooms of the companies
 that will lead in this new customer economy.
 
     Customer Flight Deck: The companies that are leading the charge in The
 Customer Revolution use a set of customer metrics to manage and monitor their
 operations.  What's profoundly different about this new way of managing is
 that:
     -- You manage by customer value.  You make strategic and tactical
        decisions based on customer profitability, customer retention and
        innovations that new or existing customers will value.  Everyone in
        your organization knows how they're doing in building the value of
        your customer franchise.
     -- You measure what matters to customers.  This is a new way to run your
        business.  It's based on customers' outcomes. You make sure you know
        exactly what customers care about, how they're evaluating their
        success and what interactions, deliverables, and qualities they value
        most in dealing with your firm, its partners and its products.  Then
        you measure yourself on the same yardstick your customers use.
 
     You monitor customer experience in near real time.  For the first time in
 the history of business, it's now possible to monitor many key business
 processes end-to-end in near real time.  By focusing on the customer scenarios
 that your customers care about, you can distribute critical, actionable
 information to the employees and partners who can take immediate steps to
 improve the quality of the customer experience.
 
     About the Patricia Seybold Group
     The Patricia Seybold Group assists companies to design and continuously
 improve their customer-focused e-business strategies, technology
 architectures, and business processes.  Founded in 1978 and based in Boston,
 Massachusetts, the firm offers customized consulting services, an online
 strategic research service, executive workshops, and in depth research
 reports.
     The CEO and founder, Patricia Seybold, is the author of Customers.com, a
 Business Week, New York Times, Wall Street Journal, and USA Today best-selling
 book.  Customers.com offers insight into creating breakthrough practices in
 electronic commerce and reveals a common formula to all successful e-business
 initiatives: _make it easy for customers to do business with you._
     Patricia Seybold's new book, The Customer Revolution, provides a framework
 for companies to manage by and for customer value and to measure and monitor
 what matters most to customers.
     For more information about the Patricia Seybold Group or the Customers.com
 Strategic Partnership, visit the corporate Web site at www.psgroup.com or
 contact George MacDonnell at gmacdonnell@psgroup.com or (617) 742-5200 x3128.
 
     About Crown Business
     Crown Business is an imprint of the Crown Publishing Group, which itself
 is a division of Random House Inc.  Before May 2000, Crown Business was known
 as Times Business, which had been founded in 1995 and had grown to become
 one of the industry's leading business book publishers.
     Crown Business publishes books about management and leadership, personal
 finance and investing, career advice, e-commerce, and business narratives.
 Notable Crown Business authors include Patricia Seybold (Customer.com), Suze
 Orman (9 Steps to Financial Freedom), Adrian Slywotzky (How Digital is Your
 Business), Charles Schwab (You're Fifty, Now What?), James Glassman & Kevin
 Hassett  (Dow 36,000), Randall Stross (E-Boys), Richard Branson (Losing My
 Virginity), and Kara Swisher (AOL.Com).  For more information, visit
 www.crownbusiness.com.
 
 

SOURCE Patricia Seybold Group
    BOSTON, April 3 /PRNewswire/ -- Crown Publishing announces the publishing
 of the new book by Patricia Seybold entitled The Customer Revolution: How to
 Thrive When Customers Are in Control.  Much has changed since her first best-
 seller Customers.com was published, and in The Customer Revolution, Seybold
 explores one of today's essential truths: The so-called Internet or new
 Economy is really the customer economy.
     When Seybold was researching and writing Customers.com, companies were
 grappling with the impact of the Internet on their businesses and asking,
 `What should our e-commerce strategy be?' Customers.com, published in 1998,
 answered that question with 16 case studies, showing how both the foreword-
 thinking B2C and B2B companies were focused on one thing: Making it easy for
 customers to do business with them!
     Now, companies are asking a different set of questions.  What happened?
 What's going on?  How do we make sense out of the collapsing valuations of
 dotcoms, Internet companies and companies in general?  What role should the
 Internet and mobile/wireless strategies play in our current strategies?  Where
 should we continue to invest?  Where should we pull back?  The Customer
 Revolution tackles these questions head on.
     Like Customers.com, The Customer Revolution is grounded with detailed case
 studies of 13 companies-many of them companies whose brands you'll recognize
 (although there are a few that will be new and refreshing to you) including
 Charles Schwabb, Hewlett Packard and General Motors' Vauxhall.  In addition to
 the overarching themes of the Customer Revolution and the Customer Economy,
 there are two areas where Seybold has gone out on a limb:
 
     Customer Value Index: The value of a company should be assessed, at least
 in part, using a Customer Value Index which is described in the book.  It's
 comprised of customer capital plus customer momentum. In short, we should be
 using the net present value of the earnings from a company's current and
 expected future customers as the basis for earnings projections.
     That is decidedly NOT what investors were doing during the bubble.  If
 they had been, they would have realized that these inflated P/E multiples were
 not realistic.  In The Customer Revolution, Seybold cites examples of
 companies around the world that are already managing internally by and for
 customer value.  The discipline of tracking Customer Lifetime Value is
 migrating from the marketing departments to the board rooms of the companies
 that will lead in this new customer economy.
 
     Customer Flight Deck: The companies that are leading the charge in The
 Customer Revolution use a set of customer metrics to manage and monitor their
 operations.  What's profoundly different about this new way of managing is
 that:
     -- You manage by customer value.  You make strategic and tactical
        decisions based on customer profitability, customer retention and
        innovations that new or existing customers will value.  Everyone in
        your organization knows how they're doing in building the value of
        your customer franchise.
     -- You measure what matters to customers.  This is a new way to run your
        business.  It's based on customers' outcomes. You make sure you know
        exactly what customers care about, how they're evaluating their
        success and what interactions, deliverables, and qualities they value
        most in dealing with your firm, its partners and its products.  Then
        you measure yourself on the same yardstick your customers use.
 
     You monitor customer experience in near real time.  For the first time in
 the history of business, it's now possible to monitor many key business
 processes end-to-end in near real time.  By focusing on the customer scenarios
 that your customers care about, you can distribute critical, actionable
 information to the employees and partners who can take immediate steps to
 improve the quality of the customer experience.
 
     About the Patricia Seybold Group
     The Patricia Seybold Group assists companies to design and continuously
 improve their customer-focused e-business strategies, technology
 architectures, and business processes.  Founded in 1978 and based in Boston,
 Massachusetts, the firm offers customized consulting services, an online
 strategic research service, executive workshops, and in depth research
 reports.
     The CEO and founder, Patricia Seybold, is the author of Customers.com, a
 Business Week, New York Times, Wall Street Journal, and USA Today best-selling
 book.  Customers.com offers insight into creating breakthrough practices in
 electronic commerce and reveals a common formula to all successful e-business
 initiatives: _make it easy for customers to do business with you._
     Patricia Seybold's new book, The Customer Revolution, provides a framework
 for companies to manage by and for customer value and to measure and monitor
 what matters most to customers.
     For more information about the Patricia Seybold Group or the Customers.com
 Strategic Partnership, visit the corporate Web site at www.psgroup.com or
 contact George MacDonnell at gmacdonnell@psgroup.com or (617) 742-5200 x3128.
 
     About Crown Business
     Crown Business is an imprint of the Crown Publishing Group, which itself
 is a division of Random House Inc.  Before May 2000, Crown Business was known
 as Times Business, which had been founded in 1995 and had grown to become
 one of the industry's leading business book publishers.
     Crown Business publishes books about management and leadership, personal
 finance and investing, career advice, e-commerce, and business narratives.
 Notable Crown Business authors include Patricia Seybold (Customer.com), Suze
 Orman (9 Steps to Financial Freedom), Adrian Slywotzky (How Digital is Your
 Business), Charles Schwab (You're Fifty, Now What?), James Glassman & Kevin
 Hassett  (Dow 36,000), Randall Stross (E-Boys), Richard Branson (Losing My
 Virginity), and Kara Swisher (AOL.Com).  For more information, visit
 www.crownbusiness.com.
 
 SOURCE  Patricia Seybold Group