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Balancing Customer and Enterprise Needs

Contact centers have the ability to collect massive amounts of customer information.

Type: Articles and White Papers  Topics: Customer Relationship Management, Customer-focused Processes and Functions, Customer Segmentation, Product and Service Innovation, Innovation  Processes: 2.1.2.2 Identify potential new products and services, 2.1 Manage product and service portfolio, 2.1.2 Define product/service development requirements, 2.2.2.2 Conduct customer tests and interviews, 2.2 Develop products and services, 2.2.2 Test market for new or revised products and services, 3.1.1.2 Identify market segments, 3.1 Understand markets, customers, and capabilities, 3.1.1 Perform customer and market intelligence analysis, 3.1.2.2 Determine target segments, 3.1.2 Evaluate and prioritize market opportunities, 3.1.2.3 Prioritize opportunities consistent with capabilities and overall business strategy, 3.2.1.2 Develop value proposition including brand positioning for target segments, 3.2 Develop marketing strategy, 3.2.1 Define offering and customer value proposition, 3.2.1.3 Validate value proposition with target segments  Industry: Computers, Electronics, Financial Services/Banking, Software 
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Using Customer Segmentation to Innovate

Customer segmentation is about more than marketing. It can translate into better new product/service development and innovation.

Type: Articles and White Papers  Topics: Customer Relationship Management, Customer-focused Processes and Functions, Customer Segmentation, Product and Service Innovation, Innovation  Processes: 2.1.2.2 Identify potential new products and services, 2.1 Manage product and service portfolio, 2.1.2 Define product/service development requirements, 2.2.2.2 Conduct customer tests and interviews, 2.2 Develop products and services, 2.2.2 Test market for new or revised products and services, 3.1.1.2 Identify market segments, 3.1 Understand markets, customers, and capabilities, 3.1.1 Perform customer and market intelligence analysis, 3.1.2.2 Determine target segments, 3.1.2 Evaluate and prioritize market opportunities, 3.1.2.3 Prioritize opportunities consistent with capabilities and overall business strategy, 3.2.1.2 Develop value proposition including brand positioning for target segments, 3.2 Develop marketing strategy, 3.2.1 Define offering and customer value proposition, 3.2.1.3 Validate value proposition with target segments  Industry: Chemicals, Consumer Products/Packaged Goods, Electronics, Entertainment, Financial Services/Banking, Hospitality, Printing & Publishing, Restaurant 
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Finding the Perfect New Product Portfolio Mix

What is the right balance of incremental, moderate, and radical new product development projects? Examine this data to compare your portfolio mix to that of organizations that excel in new product development.

Type: Benchmarks and Metrics  Topics: New Product Development, Product Development, Product and Service Innovation, Innovation, Portfolio Management, Project Management, Organization and Management  Processes: 2.1.1 Evaluate performance of existing products/services against market opportunities, 2.0 Develop and Manage Products and Services, 2.1 Manage product and service portfolio, 2.1.2.1 Identify potential improvements to existing products and services, 2.1.2 Define product/service development requirements, 2.1.2.2 Identify potential new products and services, 2.1.3.1 Identify new technologies, 2.1.3 Perform discovery research, 2.1.4.2 Prioritize and select new product/service concepts, 2.1.4 Confirm alignment of product/service concepts with business strategy 
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Innovation: Putting Ideas into Action - Procter & Gamble Case Study

This case study from APQC's Innovation: Putting Ideas into Action  report examines Procter and Gamble's strategies for bringing innovative ideas to fruition.

Type: Case Studies  Topics: Creativity, Innovation, New Product Development, Product Development, Product and Service Innovation, Operational and Process Innovation, Portfolio Management  Processes: 1.2 Develop business strategy, 1.0 Develop Vision and Strategy, 2.1 Manage product and service portfolio, 2.0 Develop and Manage Products and Services, 2.1.2.1 Identify potential improvements to existing products and services, 2.1.2 Define product/service development requirements, 2.1.2.2 Identify potential new products and services, 2.2 Develop products and services  Industry: Chemicals, Consumer Products/Packaged Goods, Cosmetics, Soaps/Detergents/Perfumes 
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Innovation: Putting Ideas into Action - Mayo Clinic Case Study

This case study from APQC's Innovation: Putting Ideas into Action  report examines Mayo Clinic's strategies for bringing innovative ideas to fruition.

Type: Case Studies  Topics: Creativity, Innovation, New Product Development, Product Development, Product and Service Innovation, Operational and Process Innovation, Portfolio Management  Processes: 1.2 Develop business strategy, 1.0 Develop Vision and Strategy, 2.1 Manage product and service portfolio, 2.0 Develop and Manage Products and Services, 2.1.2.1 Identify potential improvements to existing products and services, 2.1.2 Define product/service development requirements, 2.1.2.2 Identify potential new products and services, 2.2 Develop products and services  Industry: Healthcare 
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Innovation: Putting Ideas into Action - Kennametal Case Study

This case study from APQC's Innovation: Putting Ideas into Action  report examines Kennametal's strategies for bringing innovative ideas to fruition.

Type: Case Studies  Topics: Creativity, Innovation, New Product Development, Product Development, Product and Service Innovation, Operational and Process Innovation, Portfolio Management  Processes: 1.2 Develop business strategy, 1.0 Develop Vision and Strategy, 2.1 Manage product and service portfolio, 2.0 Develop and Manage Products and Services, 2.1.2.1 Identify potential improvements to existing products and services, 2.1.2 Define product/service development requirements, 2.1.2.2 Identify potential new products and services, 2.2 Develop products and services  Industry: Durable Goods, Machinery, Machinery Equipment 
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Innovation: Putting Ideas into Action - IBM Case Study

This case study from APQC's Innovation: Putting Ideas into Action  report examines IBM's strategies for bringing innovative ideas to fruition.

Type: Case Studies  Topics: Creativity, Innovation, New Product Development, Product Development, Product and Service Innovation, Operational and Process Innovation, Portfolio Management  Processes: 1.2 Develop business strategy, 1.0 Develop Vision and Strategy, 2.1 Manage product and service portfolio, 2.0 Develop and Manage Products and Services, 2.1.2.1 Identify potential improvements to existing products and services, 2.1.2 Define product/service development requirements, 2.1.2.2 Identify potential new products and services, 2.2 Develop products and services  Industry: Computers, Electronics, Professional Services/Business Services, Software 
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Innovation: Putting Ideas into Action - The Clorox Company Case Study

This case study from APQC's Innovation: Putting Ideas into Action  report examines The Clorox Company's strategies for bringing innovative ideas to fruition.

Type: Case Studies  Topics: Creativity, Innovation, New Product Development, Product Development, Product and Service Innovation, Operational and Process Innovation, Portfolio Management  Processes: 1.2 Develop business strategy, 1.0 Develop Vision and Strategy, 2.1 Manage product and service portfolio, 2.0 Develop and Manage Products and Services, 2.1.2.1 Identify potential improvements to existing products and services, 2.1.2 Define product/service development requirements, 2.1.2.2 Identify potential new products and services, 2.2 Develop products and services  Industry: Chemicals, Consumer Products/Packaged Goods, Soaps/Detergents/Perfumes 
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Innovation: Putting Ideas into Action - Bausch and Lomb Case Study

This case study from APQC's Innovation: Putting Ideas into Action  report examines Bausch and Lomb's strategies for bringing innovative ideas to fruition.

Type: Case Studies  Topics: Creativity, Innovation, New Product Development, Product Development, Product and Service Innovation, Operational and Process Innovation, Portfolio Management  Processes: 1.2 Develop business strategy, 1.0 Develop Vision and Strategy, 2.1 Manage product and service portfolio, 2.0 Develop and Manage Products and Services, 2.1.2.1 Identify potential improvements to existing products and services, 2.1.2 Define product/service development requirements, 2.1.2.2 Identify potential new products and services, 2.2 Develop products and services  Industry: Consumer Products/Packaged Goods, Medical Equipment, Pharmaceutical 
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Embedding Knowledge Management in the Flow of Innovation (slides)

These are slides from APQC's October 2010 knowledge management (KM) community call presentation.

Type: Presentations  Topics: Product and Service Innovation, Innovation, KM Implementation, Knowledge and Information Management, Knowledge Management (KM)  Processes: 12.3.3.1 Identify strategic opportunities to apply KM approach(es), 12.3 Develop enterprise-wide knowledge management (KM) capability, 12.3.3 Identify and plan KM projects, 12.3.3.3 Assess culture and readiness for KM approach, 2.2.1 Design, build, and evaluate products and services, 2.0 Develop and Manage Products and Services, 2.2 Develop products and services 
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