|
Jeffrey F. Rayport to deliver Microsoft Web Seminar on Best Face Forward on May 25, 2005
Mon Apr 25 18:13:22 EDT 2005
Cambridge, MA Rayport to Present "Best Face Forward: Effectively and Efficiently Managing Customer Experience for Success" for Microsoft Office Live Meeting Web Seminars Jeffrey F. Rayport, coauthor with Bernard J. Jaworski of Best Face Forward: Why Companies Must Improve Their Service Interfaces with Customers, will present a web seminar sponsored by Microsoft Office Live Meeting on Tuesday, May 24 at 12:00 PM (Eastern) and 9:00 AM (Pacific). Registration for the free seminar can be found at the Microsoft Office Live Meeting site. The seminar will be archived at the Microsoft Office Live Meeting Archives. The one hour seminar will provide an overview of: - Consumer behavior changes and technology trends driving the front office revolution
- Key principles to build and sustain interface-based competitive advantage
- How some companies have met the challenge of putting their best face forward
- The definition of front-office reengineering and how to do it
The seminar will survey the technological and business changes driving what is, in effect, a front-office revolution. The presentation will then cover leading companies that are creating sustainable competitive advantage by turning from what they sell to how they sell it. Finally, the presentation will provide a methodology for and examples of the front-office reengineering required to manage a company's interface systems effectively (at the strategic level of quality) and efficiently (at the right cost). The stakes are enormous, with significant implications for a company's strategy, its brand, and its organizational structure. Firms need to ask how each interface fits into the larger interface system, how that system delivers against corporate and business unit strategies, and who will manage this integration and optimization in order to compete effectively.About Jeffrey F. Rayport
Jeffrey F. Rayport is founder and chairman of Marketspace LLC, a strategic advisory, executive development, and software unit of Cambridge, Mass.-based Monitor Group. His work with executives and corporations around the world specializes in developing breakthrough service strategies for network-based businesses, particularly in high-tech, media, entertainment, and data services. The co-author (with Bernard J. Jaworski) of Best Face Forward: Why Companies Must Improve Their Service Interfaces with Customers (Harvard Business School Press, 2005), Rayport has published frequently in Harvard Business Review - most recently in a leading contribution to the February 2005 issue of "The HBR List: Breakthrough Ideas of 2005" and "Best Face Forward," in the December, 2004 issue - and in the Boston Globe, CIO Magazine, Financial Times, Fast Company, Fortune, McKinsey Quarterly, and Strategy & Business. He has appeared on numerous occasions as a business commentator on television and radio, including The Lehrer NewsHour on PBS, "Marketplace" and "The Connection" on National Public Radio, and on ABC News. A faculty member at Harvard Business School for nearly a decade, Rayport developed and taught the first e-business course in the United States. Established in 1994-95, his course, "Managing Marketspace Businesses," is a second-year MBA elective focused on technology-enabled service channels; the course has enrolled more than a thousand MBA students to date. In developing, Rayport authored over a hundred HBS case studies. Business plans produced by students in the course resulted in dozens of high-tech start-ups, including Yahoo! Rayport's teaching at HBS also included "Service Management" and "First Year Marketing" in the School's MBA program, and "Achieving Breakthrough Service" and "Strategic Marketing Management" in the School's Executive Education programs. Prior to leaving HBS, Rayport was voted Outstanding Professor in 1997, 1998, and 1999 by the Harvard Business School Students Association. About Marketspace, LLC
Marketspace LLC, a member of Monitor Group, consists of a network of three affiliated businesses providing strategic advisory, executive development, and software development services. Marketspace Advisory helps clients profitably grow by improving their interactions with customers. Monitor Executive Development seeks to be the lead advisor to clients in the area of executive development as it relates to the creation, support, and execution of corporate strategy. Monitor Software develops applications that enable organizations to address some of their most difficult strategic business challenges and provides client solutions in the areas of Marketing, Innovation and Organizational Development/HR.
|
