InformationWeek
Defining The Business Value Of Technology
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December 11, 2000 |
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How We Chose The Innovation 100
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nnovation 100: The Customer is a research project that explores the power of customer-centric innovation. The data compiled in the study provides a benchmarking tool for companies wanting to compare themselves against entire classes of businesses or against competitors in their own industries.IT and business professionals familiar with their company's customer-centric priorities were invited to complete a survey and two essays during a three-week period in October. The editorial study and Innovation 100 selection process was co-developed by InformationWeek editors and Cap Gemini Ernst & Young consultants and relied heavily on the connected-economy framework created by Cap Gemini Ernst & Young known as StraightEights.
The StraightEights framework helps companies transform to become or remain successful in the connected economy. Innovation 100: The Customer focuses on two key dimensions within the StraightEights framework: customer knowledge and customer offering.
For customer knowledge, the StraightEights framework looks for innovative uses of technology to help companies move from reacting to anticipating customer needs--perhaps even before customers are aware of those needs. For customer offerings, the StraightEights framework looks for the business models and systems that move companies from providing standalone products or services to creating "blurred" offerings to address the complete customer experience. No product should be without a service and no service without a product.
To make the list, a company was required to demonstrate a pattern of technological, procedural, and organizational customer-centric innovation. In this study, six core service areas were examined: Customer Services and Drivers; Data Management and Strategies; Customer Profiling; Leading Initiatives; Personalization Leaders; and Industry Comparisons.
Although Innovation 100 candidates reveal key elements of customer-centric spending plans during the research process, the data is aggregated by industry (for benchmarking purposes), and individual responses are never disclosed.
To find out more about the Innovation 100, see the report at informationweek.com/reports. To see how your company compares to its peers, check out Innovation 100: The Customer Benchmarking Tool at informationweek.com/innovation100. This interactive tool uses Information Builder's WebFocus.
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