Patricia Seybold writes at length on her pet topic: how collaborating with customers leads to innovation and profitability. She describes several case studies of customer led innovation and gives us a strategy for making it happen in our organizations.
Enlightened CIOs are getting in front of this "engaged customer" parade to provide the leadership, tools, and resources that let their companies reap the rewards of customer-led innovation. In many of the organizations I studied, CIOs play a crucial role in integrating online-community platforms with their firms' customer self-service infrastructures.
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