Customer Clouds: The Next Big Thing

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Customers want access to their information from anywhere and from any device. The best way to provide that access is via the cloud.

Today, many customers and companies don't trust the internet because they fear hackers, bad guys, and government and corporate spies. We believe that within the next two years, internet and cloud security will be safer and more trusted. Therefore, by 2015, we predict that customer clouds will abound. Yet, most IT execs feel that the LAST thing they will entrust to the cloud is their customer information. The irony is that CUSTOMERS WANT THEIR INFORMATION to be accessible to them anywhere from any device.

2015 will be the year of the Customer Cloud. Will you be ready?

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  • Customer Clouds are used to “Manage My/Our Stuff.” Consumers and business customers are already using cloud-computing infrastructure to store and retrieve their digital libraries of music, photos, reading material, and other digital assets they want to be able to access from any device at any time or place. Note that many of these assets may be customer-created: the customer’s own photos, music they have composed or mixed, articles they have written. If a customer purchases a product from you, and/or uses a service you provide to manage any of their assets, they’ll expect you to provide a customer cloud for them to manage their stuff.
  • Customer Clouds are Customer Portals on Steroids. Today’s customers expect easy access to all the information your firm has about their relationships with any products or services they’ve acquired from you or any interactions they have had with your firm and its partners. In the past, this information has been aggregated into web-accessible customer portals. Now, customers require that information to be securely accessible to them from, and on, any device.
    with your Firm as well as their Assets
  • Customer Clouds: The Next Big Thing

    1. 1. Why Customer Clouds are the Next Big Thing Patricia B. Seybold www.customers.com
    2. 2. By 2015, Customers will Expect your Firm to Provide a Customer Cloud where they can Manage Their Stuff © 2013-2014 Patricia Seybold Group, Inc.
    3. 3. By 2015, Customers will want to Manage their Relationships with Your Firm in a Secure Customer Cloud Plan Plan Replace Replace Manage Manage Explore Explore Customer SelfService Customers’ Account Info Select Select Buy Buy Use Use © 2013-2014 Patricia Seybold Group, Inc.
    4. 4. Additional Reading: 1. Cloud Computing in 2015: End-Customers’ Priorities will Drive Companies’ Customer Cloud Implementations, by Patricia B. Seybold, Customers.com Press, December 13, 2013 2. Amazon Takes on Apple in Digital Music: Combined CDs and AutoRip Make Amazon Cloud Player More Enticing, by Patricia B. Seybold, Customers.com Press, January 24, 2013 3. Amazon’s Next Moves: It’s a Customer Ecosystem Poised to Become an Increasingly Important Part of Our Lives, by Patricia B. Seybold, Customers.com Press, January 3, 2013 4. Apple is Clueless when it Comes to the Cloud, Beware!, by Scott Jordan, Customers.com Forum, November 28, 2012 5. What's Your Customer Cloud Strategy? Twelve Customer Requirements to Include as Your Firm Migrates to Cloud Computing, by Patricia B. Seybold, Customers.com Press, February 9, 2012 6. The Next Big Thing: Customer Ecosystems: Six Secrets for Designing Business Networks Aligned To Help Customers Get Things Done, by Patricia B. Seybold, Customers.com Press, January 12, 2012 7. Why Apple's iCloud Service Will Be Successful: iCloud Service Provides Much-Needed Seamless Synchronization of Digital Media and Applications, by Patricia B. Seybold, Customers.com Press, June 30, 2011 8. Living and Working in "the Cloud”: How Digital Services are Reshaping Our Lives, by Patricia B. Seybold, Customers.com Press, June 2, 2011 9. Five Reasons to Put Your Business in the Cloud: How SaaS Is Changing Ecommerce and the Software Industry, and What You Should Do About It , by Susan Aldrich, Customers.com Press, April 14, 2011 10. 2011 in Cloud Computing: The Empire Strikes Back! Patty's Pioneers' Predictions for 2011, by Patrick Kerpan, Customers.com Press, January 6, 2011 11. Manage My Stuff and Coordinate Around Our Stuff: What Tools and Information Do Customers Need and Value for Personal and Professional Use? By Patricia B. Seybold, Customers.com Press, October 20, 2011.

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