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Consona Knowledge Driven Support 1.0
Combining Case Management and Knowledge Management
by Mitchell KramerConsona KDS 1.0, the topic of this evaluation, combines case management and knowledge management capabilities to provide product support for high-tech organizations. -
WikiLeaks Will Catalyze a Huge Data Security Backlash
Patty's Pioneers' Predictions for 2011
by Peter HorneReactions to WikiLeaks will cause massive capital investment in information security causing a significant stimulus to the IT industry in 2011. 2011 will also herald the beginning of major decline in freedom on the Web -
2011 in Cloud Computing: The Empire Strikes Back!
Patty's Pioneers' Predictions for 2011
by Pat Kerpan"Cloud" is becoming the default design center for the enterprise and, as such, is the biggest migration exercise ever, bigger than the Y2K. -
Mobile Web and Video Clog the Internet; Tablet Glut
A Few 2011 Predictions
by Andrew Seybold2011 sees the introduction of over 50 new tablets. Winners will be: Apple, RIM (Playbook), Samsung, and Motorola. FCC’s recent action on Net Neutrality will be overturned. Streaming video will clog Internet pipes. -
KANA Service Experience Management 11
Process-Oriented Customer Service
by Mitchell KramerKANA SEM 11, the topic of this evaluation, provides the facilities and tools to design, orchestrate, analyze, and manage their fundamental customer service processes. -
Designing/Refining Your Mobile Strategy
Fourteen Approaches to Consider as You Reach Out to Customers Using Mobile Devices
by Patricia SeyboldMobile phones will soon surpass computers as the most prevalent way to do business online. Your business needs a mobile strategy. Here’s how to think about it. -
User Interfaces Shouldn't Just Be Intuitive
To Make Things Easy to Use, Make Them Obvious!
by Ronni MarshakWhen you are designing a product or service, make sure that you are as clear as possible when you design the user interface. Take the guesswork out, and make it all obvious! -
Customer Service Company and Product Update 3Q2010
An Excellent 3Q2010 for Customer Service
by Mitchell Kramer3Q2010 was an excellent quarter across financial performance, product activity, and company activity for 11 leading customer service suppliers; eGain and Moxie Software earned Customers.com Customer Service Stars. -
Treating Your Customers with Respect
Provide Concerned, Engaged, and Accurate Customer Service or Risk the Customer Relationship
by Ronni MarshakThe difference between a great customer experience and a disastrous one is how the customer is treated after presenting a problem. Here are three different examples. -
The New B2B Marketing in Practice
Lessons in Content Marketing, Lead Nurturing and Scoring
by Susan McKittrickMarketing automation case study highlighting content marketing and lead management processes. Manticore Technology used by B2B marketer at CSC and Intellitactics. -
Accidental Billionaires?
Is Ben Mezrich’s Depiction of Facebook’s History Worth Reading?
by Patricia SeyboldThe Accidental Billionaires, and the corresponding movie, The Social Network, aren’t about social networking. They are about the bad feelings among the people who were involved in the emergence of Facebook as a business. -
Side-by-Side Comparison of Six Recommendations Solutions
Spreadsheet Lays Out Vendor Performance from Avail, Baynote, Certona, Loomia, Omniture, and RichRelevance against Our Detailed Requirements
by Susan AldrichOur side-by-side comparison spreadsheet analyzes six leading recommendations solutions. -
Oracle to Acquire ATG
by Mitchell KramerBig news in ecommerce last week. On November 2, Oracle announced its intention to acquire ATG. Who will be the winners and losers of this deal? -
Confessions of a Groupon Addict
Great for Customers, but Merchants Beware!
by Ronni MarshakGroupon, the fastest growing company ever, offers a great experience on daily discount deals to customers. However, merchants who don’t think through their Groupon marketing strategy carefully can have disastrous results. -
IntelliResponse Answer Suite 6.0
Delivering "One Right Answer" to Customers' Questions
by Mitchell KramerIntelliResponse Answer Suite can deliver a single result, the “One Right Answer,” to the search queries that represent any and every customer service question; consider this offering as the front door for your customer service experience. -
Facebook Tries to Clean Up Its Privacy Act
Can Facebook Users Really Expect Any Privacy Protections?
by Patricia SeyboldWill Mark Zuckerberg pay attention to customers' desire to control the information they share through applications that connect with the Facebook platform? -
Certona Resonance Recommendations
Automated Optimization Balanced with Granular Control
by Susan AldrichIf you are in retail or B2B ecommerce, Certona Resonance Recommendations should be on your short list. Certona’s recommendations solution is among the most mature on the market, with a high degree of automation and merchant control. -
The Four Cs of Business Process Management: Communication, Coordination, Collaboration and Customers!
Integrating People, Activities, and Operational Processes
by Ronni MarshakEnd-to-End Business Processes must integrate applications, people, and content. -
Customers.com Handbook
A Handbook for Your Customers.com® Initiatives—Parts 1 to 4
by Patricia SeyboldIn Customers.com Classic, we described the successful Internet Strategies of sixteen different best practices organizations. Those firms are still ahead of the pack in executing customer-centric strategies that keep customers loyal and empowered. There are eight core competencies that these early leaders adopted. Now, 12 years later, those same core competencies still stand the test of time. -
Customer Service Company and Product Update 2Q2010
A Very Good 2Q2010 for Customer Service
by Mitchell Kramer2Q2010 was a very good quarter across financial performance, product activity, and company activity for 11 leading customer service suppliers; customer growth in the quarter was flat.
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