Portals
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10 Requirements for Personal Information in Health & Fitness Apps and Patient Portals
Personal Health Records Will Flip Control in the Healthcare Industry from Payers to Patients
by Patricia SeyboldCustomers want control over their health and medical information. What’s needed for a new wave of health & fitness apps? -
Microsoft: Competitive in Customer Service
Microsoft Now has a Serious Customer Service Offering: Dynamics 365 for Customer Service
by Mitchell KramerHere's an overview of Microsoft's latest customer service offering: Dynamics 365 Customer Service. It can be deployed in-house or in the cloud. It is only appropriate for enterprise accounts and large non-profits. Microsoft does not yet offer a competitive SMB offering for customer service. -
Microsoft Dynamics 365 for Customer Service
Broad Cross-Channel Customer Service Capabilities
by Mitchell KramerMicrosoft Dynamics 365 for Customer Service packages case management, knowledge management, communities/forums, and social customer service capabilities on assisted-service, self-service, and social customer service channels for large and enterprise-class businesses. Read our evaluation in this report. -
Desk.com from Salesforce.com
Customer Service for Small and Growing Businesses
by Mitchell KramerDesk.com, from Salesforce.com, provides case, account, and knowledge management capabilities across assisted-service, self-service, and social customer service channels for very-small, small, and mid-sized businesses. Read our evaluation in this report. -
Clarabridge 6.1
Social Customer Service with Powerful Monitoring and Filtering, Deep Analysis, and Alert-Driven Customer Interaction
by Mitchell KramerClarabridge Analyze and Clarabridge Act monitor and analyze customer conversations on internal and social channels and provide mechanisms to interact with customers. Filtering, analysis, and classification are the strengths. Read our in-depth evaluation. -
IBM’s MobileFirst “Customer Cloud” Strategy
Will Enterprise IT Execs Entrust Their Customer Data to IBM’s Cloud & Mobile Tools?
by Patricia SeyboldHow do IBM’s MobileFirst and CodeName: BlueMix PaaS initiatives help corporate information technology executives and developers? Consider using these services to develop your company’s “Customer Cloud.” -
Where Are Your Clouds? Location Matters!
Why Your Customer Data Belongs in the Cloud and Why You Need to Control Jurisdiction
by Patricia SeyboldCompanies of all sizes are taking advantage of cloud computing. A lot of customer information is hosted in clouds. But personally identifiable information needs to be housed in the customer’s home country. Customer clouds should be country-specific. -
Priorities for Microsoft’s New CEO
Focus on Cross-Platform Mobile Application Development & Customer Clouds
by Patricia SeyboldOpen Letter from Patty Seybold to Satya Nadella, Microsoft’s new CEO, about what Microsoft’s strategy should be to save Microsoft’s bacon. -
Agilent’s Virtuous Circle of Personalization
Customer Experience, Content Strategy, and Marketing Automation Create a Machine that Drives Customer Engagement
by Susan AldrichAgilent offers lessons on achieving a highly personalized experience for customers of all stripes at all phases of engagement. -
Clarabridge Analyze, Collaborate, and Engage
Voice of the Customer Monitoring, Analysis, and Interaction
by Mitchell KramerClarabridge's Analyze, Collaborate, and Engage monitor and analyze customer conversations on internal and social channels. NLP-based monitoring and analysis are the key strengths. Read our evaluation. -
Salesforce.com Service Cloud Winter ’13
Cross-Channel Case, Knowledge, Account, and Social Network Management
by Mitchell KramerSalesforce CRM Winter ’13 offers a broad and deep array of customer service capabilities anchored by the Ser-vice Cloud. Read our in-depth evaluation. -
Salesforce Radian6
Social Network Monitoring, Analysis, and Interaction
by Mitchell KramerRadian6 is both a company—a division of Salesforce.com—and a social service platform that delivers social listening and interaction capabilities and, through the Radian6 Social Hub, integrates with Salesforce Service Cloud case and account management. -
Customer Service Supplier and Product Update 3Q2011
3Q2011 Was a Quiet Quarter for Customer Service
by Mitchell Kramer3Q2011 was quiet quarter for customer service. Customer growth was mixed but mostly down, mixed financial performance resulted, there were few product or company announcements. The biggest company news was Oracle’s acquisition of RightNow. -
Build Community Around "My Stuff"
How Will Online Communities and Social Networks Evolve?
by Patricia SeyboldOnline customer support communities and social networks need to be integrated into the tools that customers use to manage their stuff. -
Knova 8.0 from Consona
Knowledge Management, Customer Service Process Support, and Analytic Functionality
by Mitchell KramerKnova 8.0 is a strong customer service offering that provides case management and knowledge management capabilities across assisted-service, self-service, and social-service channels for on-premise or cloud deployment. -
AIP UniPHY: Creating a Professional Social Network
How the American Institute of Physics Is Creating Value Add for Its Members
by Patricia SeyboldHow do you build a social network for professionals? The American Institute of Physics is paving the way by pre-populating the profiles and network connections of physics experts based on the research papers these experts have co-authored. -
Provide a 360-Degree View of Each Customer's Context
Making Complete Customer Information Available to Customers as They Address Their Scenarios
by Ronni MarshakOrganizations that allow customers to access, update, organize, and enhance all the information you have about them are primed to keep customers happy long term. -
How Should You Manage Customer and Partner Portals?
Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldThis PSG Classic report presents the do’s and don’t’s of managing customer and partner portals. Although written several years ago, the rules of thumb presented still hold true and are perhaps even more applicable to today’s portal environments. -
Partner Portals Should Be Combined with Customer Portals
Why Not Design Your Partner Portals to Surround and Complement Your Customer Portals?
by Patricia SeyboldPartner portals and customer portals should be designed and managed together. The information and resources that partners need overlap with the information and resources customers want and need. -
Why CRM Is the Wrong Answer to the Wrong Question
Are You Investing in the Right Stuff?
by Patricia SeyboldCRM applications do a lousy job of addressing the strategic customer issues that every organization faces. If you’re in the process of yet another round of CRM improvements, perhaps it’s time to take a fresh look at what your strategy really should be.
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