Search Content


Content Categories



Is Your Organization Experienced?

A few days ago, while reading Bruce Temkin’s excellent Customer Experience Matters blog, I came across a post announcing a new Forrester report called “The Customer Experience Journey.” In the post, Bruce included the following diagram illustrating an organization’s maturity in delivering great experiences:

 

fivelevelsofcxpmaturity3_small1.png

 

I was immediately struck by a flashback. Four years ago, my colleagues Janice Fraser and Scott Hirsch conducted research on the ties between business value and user experience, and one of their outcomes was what they called the ROI Process Model, which was depicted as such:

 

roiprocessmodel.png

5 stages, shown in stair-step! And the parallels between the two are striking.

So, I realized that, 4 years later, we should simply give that research away. The report we published, “Leveraging Business Value: How ROI Changes User Experience” originally cost $395, but I’m happy to announce that you can now download it for free (412K PDF). You’ll find the ROI Process Model on page 28, with lengthy descriptions of each stage following it.

Other diagrams include the User Experience Value Chain:

 

uxvaluechain.png

 

And the first time we ever shared what we internally refer to as The Linking Elephants, which ties together user behavior and financial outcomes:

 

elephants.png

 

While the report is 4 years old, our experience is that the findings are relevant still today, and we use the models in this report often in our client work. It’s satisfying that Forrester’s report seems to validate Janice and Scott’s research, and we’re happy to share it with you free of charge.


Related Enterprise Application Integration Articles

Microsoft SaaS leaves partners feeling deskless


I've made it a point to write a lot about my excitement over the intersection of SaaS and the channel on this blog. At Intacct our channel business is currently growing at around 400% per year, partly because there is a huge amount of demand for...

Read more about Microsoft SaaS leaves partners feeling deskless...

Campaign Influence for Opportunities


In Winter ’09, Salesforce Marketing introduced Campaign Influence for opportunities. Now you can easily see all the campaigns that influenced the key contacts for an opportunity. Here’s how you can get this feature up and...

Read more about Campaign Influence for Opportunities...