Mitchell Kramer - Customers.com

Mitchell Kramer

Senior Consultant

Patricia Seybold Group

Articles authored by Mitchell Kramer

Virtual Assistant Update June 23, 2017
Microsoft: Competitive in Customer Service December 5, 2016
Microsoft Dynamics 365 for Customer Service November 30, 2016
Desk.com from Salesforce.com June 15, 2016
Salesforce Social Studio April 28, 2016
Freshdesk March 11, 2016
Nuance Nina November 21, 2015
Zendesk October 15, 2015
Next IT Alme, Version 2.2 June 24, 2015
IBM Watson Engagement Advisor Update May 22, 2015
Oracle Service Cloud Virtual Assistant February 20, 2015
Salesforce Service Cloud December 19, 2014
Framework for Evaluating Customer Service Software October 15, 2014
Desk.com from Salesforce.com August 22, 2014
IBM Watson Engagement Advisor July 10, 2014
Customer Service Supplier and Product Update 1Q2014 June 5, 2014
Clarabridge 6.1 May 9, 2014
Personalized Answers to Customers’ Questions April 24, 2014
Patterns from Customer Service Suppliers’ VOC March 14, 2014
Customer Service Supplier and Product Update 4Q2013 March 7, 2014
Nina Web January 29, 2014
Next IT Alme December 13, 2013
Customer Service Supplier and Product Update 3Q2013 December 5, 2013
Oracle Service Cloud Social Experience September 27, 2013
Customer Service Supplier and Product Update 2Q2013 September 6, 2013
Salesforce Radian6: An Insight Ecosystem August 1, 2013
Customer Service Supplier and Product Update 1Q2013 May 30, 2013
IntelliResponse Virtual Agent May 10, 2013
Clarabridge Analyze, Collaborate, and Engage March 28, 2013
Customer Service Supplier and Product Update 4Q2012 March 6, 2013
Salesforce.com Service Cloud Winter ’13 January 24, 2013
Customer Service Supplier and Product Update 3Q2012 December 13, 2012
Next IT ActiveAgent November 29, 2012
Creative Virtual V-Person September 20, 2012
Customer Service Supplier and Product Update 2Q2012 September 6, 2012
VirtuOz Intelligent Virtual Agent July 26, 2012
Customer Service Supplier and Product Update 1Q2012 June 7, 2012
KANA Experience Analytics May 24, 2012
Social-Service Evaluation Framework April 5, 2012
Customer Service Supplier and Product Update 4Q2011 March 15, 2012
Attensity Analyze and Attensity Respond March 1, 2012
Salesforce Radian6 January 26, 2012
RightNow Social Experience December 15, 2011
Customer Service Supplier and Product Update 3Q2011 December 8, 2011
Salesforce.com Service Cloud Winter '12 December 1, 2011
Knova 8.0 from Consona October 6, 2011
Customer Service Supplier and Product Update 2Q2011 September 15, 2011
RightNow CX May 2011 June 30, 2011
Customer Service Supplier and Product Update 1Q2011 June 9, 2011
SDL BeGlobal 1.1 May 12, 2011
Customer Service Supplier and Product Update 4Q2010 March 10, 2011
Moxie's Knowledgebase March 3, 2011
Consona Knowledge Driven Support 1.0 January 20, 2011
KANA Service Experience Management 11 December 23, 2010
Customer Service Company and Product Update 3Q2010 December 16, 2010
Oracle to Acquire ATG November 11, 2010
IntelliResponse Answer Suite 6.0 October 21, 2010
Customer Service Company and Product Update 2Q2010 September 16, 2010
nGenera Knowledgebase 9.0 July 1, 2010
Customer Service Company and Product Update 1Q2010 June 17, 2010
Customer Service Evaluation Framework May 26, 2010
Demandware eCommerce Platform Winter '10 March 25, 2010
Customer Service Company and Product Update 4Q2009 March 11, 2010
2009 Ecommerce Product and Supplier Update February 25, 2010
Venda Enterprise February 11, 2010
Elastic Path Commerce 6.2 January 14, 2010
Salesforce.com: KM-Based Customer Service in Service Cloud 2 December 23, 2009
Customer Service Company and Product Update 3Q2009 December 10, 2009
Comparing Deployment Options for CX Apps October 22, 2009
Customer Service Company and Product Update 2Q2009 September 17, 2009
The Customers.com Evaluation Framework for Campaign Management Applications August 27, 2009
Self-Service CX Performance July 30, 2009
Customer Service Company and Product Update 1Q2009 June 4, 2009
Customer Service Company and Product Update 4Q2008 April 2, 2009
FiftyOne: Enabling International Customers to Buy from U.S. E-Tailers March 26, 2009
RightNow Service, a Solution for Organizations of All Sizes in a Wide Range of Industries January 29, 2009
Customer Service Company and Product Update 3Q2008 November 26, 2008
empolis:Service Lifecycle Suite October 9, 2008
Customer Service Company and Product Update 2Q2008 September 25, 2008
IBM WebSphere Commerce Suite 6.0 July 31, 2008
ATG Commerce Suite 2007.1 June 12, 2008
Customer Service Company and Product Update 1Q2008 May 29, 2008
B2C Ecommerce Evaluation Framework April 24, 2008
IntelliResponse 5.6 April 10, 2008
ATG Commerce Service Center March 13, 2008
Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update 4Q2007 February 28, 2008
IBM Sales Center for WebSphere Commerce February 21, 2008
Customers' Requirements for Customer Service September 6, 2007
Best Practices in Customer Self-Service May 31, 2007
Research, Compare, and Select Running Shoes April 27, 2007
Research, Compare, and Select a Travel Rewards Credit Card April 12, 2007
Customer Self-Service at Xerox February 13, 2007
Customer Portal Survey January 18, 2007
Customer Self-Service at Sovereign Bank November 2, 2006
Customer Self-Service at Apple September 28, 2006
Customer Self-Service at Comcast September 7, 2006
Customer Self-Service at Verizon August 10, 2006
Customer Self-Service at Verizon Wireless July 27, 2006
Customer Portals Evaluation Framework, Version 2 May 18, 2006
Customer Portals Research Findings May 4, 2006
Lessons in Customer Service March 9, 2006
Federated Customer Information December 8, 2005
Campaign Management at Nationwide Building Society September 15, 2005
Managing Product Content at Hewlett-Packard August 18, 2005
Content Management Goes Back to the Future May 19, 2005
ServiceWare Enterprise 5.7 December 2, 2004
E.piphany Advisor November 18, 2004
Kanisa Application Suite 6.1 October 28, 2004
Cross-Channel, Cross-Lifecycle Operational Requirements October 14, 2004
Comergent E-Business System 6.4 September 30, 2004
Framework for Evaluating Cross-Channel, Cross-Lifecycle Customer Service Products September 9, 2004
May I Help You? September 2, 2004
Microsoft CRM 1.2 July 15, 2004
Cross-Channel CRM July 1, 2004
Data Mining at Work June 10, 2004
Customer Data Mining May 27, 2004
Oracle Customer Intelligence May 20, 2004
MicroStrategy Customer Analysis May 13, 2004
KXEN Analytical Framework 3.0 April 22, 2004
How Strong Is Your Customer Experience? April 1, 2004
Marketswitch TRUE Optimization Suite 4.7 March 18, 2004
BusinessObjects Customer Intelligence Customer Analytics 6.1 February 26, 2004
SAS Marketing Optimization 3.2 February 5, 2004
Unica Affinium 6 January 15, 2004
CRM in 2004 January 8, 2004
Customer Data Warehouses December 18, 2003
PSGroup Bull's-Eye: Data Warehouse Databases: Best Analytics Capabilities November 26, 2003
PSGroup Bull's-Eye: Data Warehouse Databases: Best Data Type Support November 20, 2003
Data Warehouse Database Feature Comparison Matrix November 13, 2003
Teradata Warehouse 7.0 October 30, 2003
Siebel Acquires UpShot and Motiva October 23, 2003
The Top 10 Reasons that CRM Projects Fail October 2, 2003
DB2 Data Warehouse Enterprise Edition September 11, 2003
What about the Customers? June 19, 2003
How to Approach Multi-Channel CRM May 22, 2003
Chordiant 5 April 3, 2003
Epiphany E.6 March 20, 2003
SAS Moves Up-Market March 20, 2003
Data Warehouse Databases March 6, 2003
divine’s Velocity Marketing February 20, 2003
Multi-Channel CRM Architecture February 6, 2003
Blue Martini Relationship Marketing January 30, 2003
Marketswitch TRUE Suite January 16, 2003
Campaign Management Integration January 9, 2003
Epiphany Marketing January 2, 2003
Aprimo Marketing 5.5 December 5, 2002
Teradata CRM 4.2 October 24, 2002
Campaign Management September 19, 2002
What’s Important in CRM Architecture? February 7, 2002
What Is CRM? December 13, 2001

Forum posts by Mitchell Kramer

Microsoft Now has a SERIOUS Customer Service Offering December 5, 2016
Best Sources for Complex Customer Service April 29, 2016
The Helpdesks: Desk.com, Freshdesk, Zendesk March 21, 2016
Evaluating Nuance Nina November 22, 2015
In Customer Service, Ease of Evaluation is an Important Differentiator October 16, 2015
Next IT Alme: Helping Customers Do ALL Their Work June 26, 2015
IBM Adds Dialog Capability to Watson Engagement Advisor Virtual Agents May 22, 2015
Quick Take on Oracle Service Cloud Virtual Assistant February 19, 2015
Salesforce Service Cloud Winter ’15 Improves Self-Service with Salesforce Communities December 19, 2014
Framework for Evaluating Customer Service Software Products October 16, 2014
Desk.com from Salesforce.com—Way More than Entry-Level Customer Service Capabilities August 22, 2014
IBM Watson Engagement Advisor July 10, 2014
New Focus on Customer Service Integration by Major Customer Service Suppliers June 5, 2014
Social Customer Service May 12, 2014
Back to the Future in Customer Service April 25, 2014
Next IT Makes Lots of Improvements to Alme, Its Virtual Agent Offering December 14, 2013
Customer Service Suppliers’ Quarterly Update 3Q2013 December 5, 2013
Oracle’s Integration of Twitter for Customer Service September 30, 2013
Social Customer Service Is Built into Oracle Service Cloud Social Experience Product September 28, 2013
Three Customer Service Suppliers Excel September 7, 2013
Salesforce Radian6: An Evolving Ecosystem for Social-Service Monitoring & Analysis August 2, 2013
1Q2013 Customer Service Update—Starting Our 10th Year Tracking Customer Service Each Quarter June 4, 2013
Virtual Agents Improve Customer Satisfaction While Lowering Cost to Serve May 11, 2013
How Is Customer Service Technology Changing? March 7, 2013
How Good Is the Customer Service Functionality in Salesforce Winter ’13? January 24, 2013

Comments made by Mitchell Kramer

Hello, Kerstin,

For customer service from a high-level, this old framework still applies. For specific types of customer service apps, social customer service, for example ...
June 9, 2014

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