Tutorial on the McKinsey/Harvard "Customer Decision Journey" by John SingJohn Sing
Today, our customers engage whether to do business with us in fundamentally different ways, relying heavily on digital interactions, evaluating a constantly shifting array of options, and affecting our future business by their post-purchase continual engagement through social media, recommendations, and reviews. A new customer buying model is the new normal. First described in 2009, continually refined since, this is my tutorial on this proven McKinsey / Harvard paradigm. Essential info. I also have an IT-specific version of this presentation on Slideshare.net ( "Will your 2015 IT Roadmap Drive Business Success?" ) which supplements this presentation by describing the deep implications to the IT technology organization, and best practices for IT and the business to address these implications successfully. The URL for that presentation (you may cut/paste) is: http://www.slideshare.net/johnsing1/2015-it-roadmapdrivingbusinesssuccessv31
Mapping the customer experience: innovate using customer experience journey mapsJoyce Hostyn
Do you know what your organization looks like from your customer’s perspective? In the digital age, silos and organizational bureaucracy manifest themselves through your digital presence. You can bridge these silos and overcome a bureaucratic inside-out mindset by visualizing the customer (learner, elder, citizen, patient, employee) experience through a customer experience journey map that captures both actual and emotional aspects of the customer experience. Then, map in hand, you can use it to design great outside-in customer experiences for your organization.
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
The Definitive Guide to Customer Success 2017Lincoln Murphy
The Customer Success movement has taken the SaaS industry by storm, even requiring an updated SaaS Business Model definition.
But what exactly is Customer Success? Is it an organizational mindset? Is it a corporate strategy? Is it a set of tactics designed to produce happy, successful customers that in turn creates success for you, the SaaS vendor?
The answer is... all of the above.
In this guide I've enumerated 17 key elements of Customer Success for SaaS companies. I hope it helps you reach your goals.
2017 Social Media & Content Marketing Predictions from 70 Marketing Leaders Bryan Kramer
We’ve pulled together a select group of 70 top marketing minds who rock the digital trenches every day, to find out their vision for “What’s Next in 2017” in social media and content marketing.
They live it, breathe it, and know what’s working today, so no doubt we’ll get a glimpse into the crystal ball and reveal key trends based on their insight and experience before they happen.
So what will they say for 2017? Read through and see if you agree with their predictions, and compare word clouds to last year’s answers versus what they had to say for the coming year.
Let me know if you agree, disagree or have a different take on what’s in store for marketers and brands by tweeting me @bryankramer.
Now dive in, enjoy, and brace yourself for 2017!
Cheers ~
Bryan Kramer
#70Predictions
2016 Predictions: http://bit.ly/2016ContentSocialPredictions
A talk Marc gave at the UI20 conference in Boston, November the 3rd, 2015.
Smaply: www.smaply.com
ExperienceFellow: www.experiencefellow.com
This is Service Design Thinking: www.thisisservicedesignthinking.com
This is Service Design Doing: www.thisisservicedesigndoing.com
Content:
1. The typology of journey maps
2. Customer experience research
3. Prototyping services
4. Service design and start-ups
簡化 JVM 上雲 - 透過 Azure Spring Cloud 提升開發、發佈及服務監控效率Shengyou Fan
Spring Boot 一直是 Java 開發生態系裡市佔率最高的框架，許多企業都採用其開發自身服務。隨著開發典範的轉移，即便 Spring 提供完整方案，開發者往往對架構修改及服務管理的工作怯步，是否移轉上雲也有所疑慮。在這場分享裡，將會介紹由 Azure 提供的 Spring Cloud 解決方案，並從最簡單的一個 Spring Boot 應用開始，逐步導入微服務架構、連接 Azure DB、藍綠部署到服務監控，讓開發者了解使用 Azure 運行 Spring 是一個簡單又有效率的體驗，加速將 JVM 應用上雲。
1. ASP.NET Web API 2內建兩個強大的功能，批次處理與使用OAuth 2.0進行社交登入，本場次將會完整解析這兩個不為人知的功能。
2. ASP.NET Web API 2發行之後，很快速又提供2.1版的更新，在最新的Web API 2.1.2中提供一些很棒的新功能與改善，我會為各位完整介紹Web API 2.1.2的新功能。
3. 開發Web API服務卡卡的？本場次會介紹一些「好工具」，「好工具」能帶我們上天堂，我將深入介紹「好工具」協助各位在開發與測試的路上一路順暢。
Developing Serverless application with Microsoft Azure and Cognitive ServicesJeff Chu
Introduction to Serverless computing, how to develop application with Microsoft Azure Functions and Logic Apps, plus Cognitive Service Text Semantic analysis.
Microsoft Azure IoT 手把手實作 @ K.NET by Maduka (2017-8-12)Jeff Chu
A hands-on lab exercise for Microsoft Azure IoT, help students to learn how to use IoT hub, SQL Database, Stream Analytics services to build their IoT solution.
4. Microsoft Inconfidential
• MVP awarded since 2004 (SQL Server, ASP.NET, Software
Architecture, Azure)
• 台灣 Windows Azure Platform 種子講師。
• 微軟 MSDN 資深講師與文章作譯者。
• 奇豐資訊技術研發經理暨顧問。
• 台灣首批 MCSD: Web Application 認證專家。
• 著有 3+2 本書。
• 國立中山大學資訊管理系碩士在職專班修業中。
小朱 (朱明中)About me
5. Microsoft Inconfidential
• Windows Azure 平台技術概覽
• 服務導向架構 (Service Oriented Architecture)
• 設計與架構雲端服務
• 服務掛載：Web API 與自我服務 (Self-hosting Service)
• Playing: 具社群單一簽入能力的 Web API Service
Flying on the Cloud: Design and Architect for Cloud AppsAgenda
16. Microsoft Inconfidential
• Application Front-end (應用程式前端)
– Web Application GUI
– Service Surface (API)
• Service (服務應用程式)
– Runtime Engine
– Business Logics
• Service Repository (資料儲存庫)
– Data Store and Buffer
• Service Bus (服務匯流排)
– Data and Message Exchange
服務導向架構
18. Microsoft Inconfidential
• 能運用雲端的運算資源做有效率的調控。
On-demand, Utility Computing, Pay as you go.
• 能充份運用雲端近乎無限的資源。
Storage, Computes, network bandwidths, support services.
• 能在雲端供應商的承諾下，提供至少同等的高可用度。
Windows Azure Computes: 99.95%
Your Service Application: 至少 99.9%。
• 運用適當的架構方式，提供多用戶相同的軟體服務。
Multitenant Service (Software as a Service)
雲端服務的
主要構成要
件
25. Microsoft Inconfidential
• 由 WCF REST API 演化而成。
• 基於 ASP.NET MVC Programming Model。
• 適合 RESTful API 服務開發。
• Web Role vs. Worker Role
– Web Role 還要多加 IIS，消耗的資源會多一些。
– Worker Role 沒有 IIS，可用資源多一些。
• Web API 支援自我掛載 (self-hosting)。
ASP.NET
Web API
26. Microsoft Inconfidential
• 掛載 Web API 於 Worker Role 的注意事項
– 使用 HttpSelfHostConfiguration 對 Web API 進行設定。
– 使用 HttpSelfHostServer 啟動 HTTP Listening。
• Server.OpenAsync().Wait()
• Server.CloseAsync().Wait()
– 在 Worker Role 部署時一定要設定 Worker Role 取得管理員核准模式。
• <Runtime executionContext=“elevated” />
• 定義在服務定義檔內。
• 若沒有設定，Worker Role 會進入死亡迴圈內。
Hosting Web
API on
Worker Role
32. Microsoft Inconfidential
• Table Storage
– tenants Table
– identityProviders Table (for tenant’s identity provider registration)
– logs Table (logging for API invocations)
• PII (Personal Information Identification)
– Forward from Social Identity Provider
– Just store access token only (or don’t store)
– Forward to given redirect target
• Data Exchange
– JSON-based data exchange.
Storage
35. Microsoft Inconfidential
• 服務與資料存取邏輯分開
• Design Patterns
– Repository Pattern
– Factory Pattern
– Dependency Injection (IoC Pattern)
• Hosting on ASP.NET Web API Self-host Service
Service
Design
38. Microsoft Inconfidential
• Windows Azure Platform 是一個成熟的公有雲服務。
• SOA 架構適合於雲端環境建置。
• 架構思維在服務應用程式設計上十分重要。
• 透過 ASP.NET Web API Self-hosting 配合 Worker Role 讓服務可
用資源最大化。
• 設計服務要想的並不少，就連一個簡單的 SSO API Service，遇
到了 Multitenant 也會讓事情變複雜。
結語
Conclusion
40. Microsoft Inconfidential
推薦下列書籍給想要開發 Web 應用程式的朋友：Recommended
Readings for Web
Application
Development
網頁用戶端應用程式開發
(HTML5, JS, CSS3)
伺服器端應用程式開發
(ASP.NET)
雲端應用程式開發
(Windows Azure)
No expectations upon youWe invite you to join activitiesMicrosoft has no expectations of MVPs beyond courtesy, professionalism, and adherence to the rules of conduct (https://mvp.support.microsoft.com/default.aspx/codeofconduct)Remember the Non-Disclosure Agreement
