The Patricia Seybold Group is the customer-centric executives' first choice for strategic insight, technology guidance, and e-business best practices. Founded in 1978 and based in Boston, Massachusetts, the firm offers customized consulting, strategic research, and executive coaching.

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 e-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, establishes how to measure and monitor what matters most to a company's fundamental source of value, its customers.

Seeking Higher Profits? Improve the Quality of Your Customers' Experience
How to Define, Measure, & Manage What Matters Most to Your Customers
October 25, 2001; Patricia Seybold
There’s a new tool for customer-centric executives: we call it QCE--managing the Quality of your Customer Experience. If you use it effectively, you’ll be able to cut costs and delight customers simultaneously. That’s a big win!

Measuring Moments of Truth
Prioritizing Your Measurement of Quality of Customer Experience
October 11, 2001; Susan Aldrich
Understanding how Quality of Customer Experience (QCE) metrics differ from quality of experience (QoE) metrics will help you deliver the quality of experience your customers expect.

Beware the Perils of Closed-Loop Marketing
Why Closed-Loop Strategies and Solutions Can Kill Customer Relationships
August 9, 2001; Lynne Harvey
Does closed-loop marketing fulfill its promise of helping companies market more effectively and build better relationships with their customers? We examine some of pitfalls involved with tying the closed loop.

Customer Managed Relationships (CMR)
CRM versus CMR: Which do Customers Want? A Little Point/Counterpoint
April 5, 2001; Ronni Marshak and Patricia Seybold
If customers control relationships, who carries the burden of maintaining that relationship?

E-Catalog Search and Merchandising
Identifying the Search Strategies that Lead to Customer Loyalty and Company Profitability
January 25, 2001; Martha Frey
Leading B2B merchants view e-catalog search as a fundamental e-merchandising program. Searching and selling are two sides of the one coin.

Creating an Effective Customer Intelligence Strategy
Guidelines for Building and Implementing a Customer Intelligence Strategy
December 7, 2000; Lynne Harvey
Creating a customer intelligence strategy can be a difficult, confusing task. This report will help you ask the right questions so that you can determine what your customer intelligence strategy should be.

The Power of Understanding Your Customer Relationships The Role of Customer Intelligence in CRM

Price: $795 By now you realize the value of building successful customer relationships? But are you aware of the key role that Customer Intelligence plays in implementing CRM successfully?

May 2001; By Lynne Harvey

CRM: Customer Interactions Strategies and Solutions

Price: $795 CRM is more than a technology category. It is a strategic objective for any thriving business. This report addresses issues ranging from strategic to tactical; from policy to technology; and from a design initiative to a initiative in action.

April 2001; By Patricia Seybold Group

Customer Intelligence Winning Strategies for Understanding Your Customers

Price: $495 This 98-page collection of 14 research reports outlines many of the strategies that e-businesses can use in practicing customer intelligence. We review the strategies, best practices, and technology solutions used to help deliver customer intelligence.

September 2000; By Lynne Harvey

Attracting Customers for Life E-Marketing Strategies for Customer Acquisition, Retention, and Loyalty

Price: $495 This 74-page collection of 17 research reports provides guidelines for designing an e-marketing strategy. We are confident that this research will set you on a successful path toward creating an effective e-marketing strategy.

July 2000; By Patricia Seybold Group