Portals

  • Microsoft: Competitive in Customer Service

    Microsoft Now has a Serious Customer Service Offering: Dynamics 365 for Customer Service

    by
    Here'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.
    Dec. 5, 2016
    All Members
    click to read more
  • Microsoft Dynamics 365 for Customer Service

    Broad Cross-Channel Customer Service Capabilities

    by
    Microsoft 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.
    Nov. 30, 2016
    Technologies
    click to read more
  • 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
    Customers want control over their health and medical information. What’s needed for a new wave of health & fitness apps? 
    Sep. 11, 2014
    All Members
    click to read more
  • Desk.com from Salesforce.com

    Customer Service for Small and Growing Businesses

    by
    Desk.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.
    Aug. 22, 2014
    Technologies
    click to read more
  • Clarabridge 6.1

    Social Customer Service with Powerful Monitoring and Filtering, Deep Analysis, and Alert-Driven Customer Interaction

    by
    Clarabridge 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.
    May. 9, 2014
    Technologies
    click to read more
  • IBM’s MobileFirst “Customer Cloud” Strategy

    Will Enterprise IT Execs Entrust Their Customer Data to IBM’s Cloud & Mobile Tools?

    by
    How 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.”
    Mar. 28, 2014
    Strategies
    click to read more
  • Where Are Your Clouds? Location Matters!

    Why Your Customer Data Belongs in the Cloud and Why You Need to Control Jurisdiction

    by
    Companies 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.
    Mar. 7, 2014
    All Members
    click to read more
  • Priorities for Microsoft’s New CEO

    Focus on Cross-Platform Mobile Application Development & Customer Clouds

    by
    Open Letter from Patty Seybold to Satya Nadella, Microsoft’s new CEO, about what Microsoft’s strategy should be to save Microsoft’s bacon.
    Feb. 14, 2014
    All Members
    click to read more
  • Agilent’s Virtuous Circle of Personalization

    Customer Experience, Content Strategy, and Marketing Automation Create a Machine that Drives Customer Engagement

    by
    Agilent offers lessons on achieving a highly personalized experience for customers of all stripes at all phases of engagement.
    Aug. 7, 2013
    Strategies
    click to read more
  • Clarabridge Analyze, Collaborate, and Engage

    Voice of the Customer Monitoring, Analysis, and Interaction

    by
    Clarabridge'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.
    Mar. 28, 2013
    Strategies
    click to read more
  • Salesforce.com Service Cloud Winter ’13

    Cross-Channel Case, Knowledge, Account, and Social Network Management

    by
    Salesforce CRM Winter ’13 offers a broad and deep array of customer service capabilities anchored by the Ser-vice Cloud. Read our in-depth evaluation.
    Jan. 24, 2013
    Technologies
    click to read more
  • Salesforce Radian6

    Social Network Monitoring, Analysis, and Interaction

    by
    Radian6 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.
    Jan. 26, 2012
    Technologies
    click to read more
  • Customer Service Supplier and Product Update 3Q2011

    3Q2011 Was a Quiet Quarter for Customer Service

    by
    3Q2011 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.
    Dec. 8, 2011
    Technologies
    click to read more
  • Build Community Around "My Stuff"

    How Will Online Communities and Social Networks Evolve?

    by
    Online customer support communities and social networks need to be integrated into the tools that customers use to manage their stuff.
    Nov. 10, 2011
    All Members
    click to read more
  • Knova 8.0 from Consona

    Knowledge Management, Customer Service Process Support, and Analytic Functionality

    by
    Knova 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.
    Oct. 6, 2011
    Technologies
    click to read more
  • AIP UniPHY: Creating a Professional Social Network

    How the American Institute of Physics Is Creating Value Add for Its Members

    by
    How 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.
    Mar. 4, 2010
    Strategies
    click to read more
  • Provide a 360-Degree View of Each Customer's Context

    Making Complete Customer Information Available to Customers as They Address Their Scenarios

    by
    Organizations that allow customers to access, update, organize, and enhance all the information you have about them are primed to keep customers happy long term.
    Feb. 25, 2010
    Strategies
    click to read more
  • How Should You Manage Customer and Partner Portals?

    Roles and Responsibilities You'll Need for Your Customer-Centric Organization

    by
    This 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.
    Dec. 6, 2007
    Strategies
    click to read more
  • Partner Portals Should Be Combined with Customer Portals

    Why Not Design Your Partner Portals to Surround and Complement Your Customer Portals?

    by
    Partner 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.
    Oct. 4, 2007
    Strategies
    click to read more
  • Why CRM Is the Wrong Answer to the Wrong Question

    Are You Investing in the Right Stuff?

    by
    CRM 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.
    Jul. 12, 2007
    All Members
    click to read more