Patricia Seybold Quotations

Giving customers a view into the status of their dealings with you turns out to be the highest value, and in some ways it's not high risk, ... A lot of companies have problems with the transaction piece, doing that first. They wind up getting all tangled up in their underwear when it comes to security, order entry, and 'Are we doing a complete job?'

I believe we will have legislation around e-mail spam and direct mareting that stipulates how invasive companies can be.

A lot of people think that the new economy is all about the internet. I think that it's being fueled by the internet - as well as by cell phones, digital assistants, and the like - but that it's really about customers.

Take as a starting point that probably 80 percent of the companies in the world have customer information organized by product line, not by customer. Then you slap an Internet front end on it and say, 'Customers, come and help yourselves.' Guess what happens? Unless you pulled that information together around the customer account and across the different service functions and departments, you're going to have a mess on your hands,