Articles

  • Use Your Words

    Although Pictorial Instructions Avoid Localization Issues, Some of Us Don’t Respond Well to Diagrams

    by Ronni Marshak
    People comprehend information in different ways, be it verbal, visual, or a combo of both. Make sure your communications with customers is easy for all to understand.
    Aug. 19, 2010
    All Members
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  • B2B Marketers Prepare to Get the Most Out of Today's Technology Tools

    Seven Steps to Adapting to Changes in Buyer Behavior and Capitalizing on Opportunities

    by Susan McKittrick
    For many marketers the catch-up required to take advantage of technology and respond to new buying behavior is overwhelming. This report provides a seven-step framework for understanding what is different and preparing to make the changes.
    Aug. 12, 2010
    All Members
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  • Going Social Globally: A Global Perspective on Customer Relationships and Social Media

    An Interview with Bill Decker, Principal, Partners International

    by Matthew Lees
    According to Bill Decker, going social globally means understanding the relationships between company and customer and how they vary from culture to culture. Through diverse examples, Decker gives recommendations on avoiding common cultural pitfalls.
    Aug. 5, 2010
    Strategies
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  • I Need Help Now!

    Providing Customer Support When and Where They Need It

    by Ronni Marshak
    In a crisis situation, customers need service fast, regardless of the details of their service level agreements.
    Jul. 15, 2010
    Strategies
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  • Baynote Collective Intelligence Platform and Recommendation Applications

    Automated Recommendations, Search, and Navigation for Multiple Industries

    by Susan Aldrich
    If you are in retail or B2B ecommerce, publishing, telecommunications, travel, media, healthcare, high-tech, consumer packaged goods, or manufacturing, Baynote’s recommendation solutions should be on your short list.
    Jul. 8, 2010
    Technologies
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  • Implementation Challenges Limit B2B Marketers' Success with Automation

    The Technology Is Increasingly Essential, Yet Few Are Ready to Transform Their Operations

    by Susan McKittrick
    Marketing automation is growing in B2B. The business justification is strong. The vendors are solid and innovative. But a large portion of implementations fail to realize their potential. This article is the first in a series to dis-cover why.
    Jul. 1, 2010
    All Members
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  • nGenera Knowledgebase 9.0

    Excellent Knowledge Management, UI Content Management, and Analytics

    by Mitchell Kramer
    nGenera Knowledgebase 9.0 is a widely used and well proven offering. New capabilities support social media and communities. Enhancements significantly improve the self-service UI and analytic functionality. Read our evaluation of it in this report.
    Jul. 1, 2010
    Technologies
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  • Customer Service Company and Product Update 1Q2010

    A Steady 1Q2010 for Customer Service

    by Mitchell Kramer
    This report details the 1Q2010 customer growth, financial performance, product activity, and company activity of the 10 leading customer service suppliers.
    Jun. 17, 2010
    Technologies
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  • What Can Damage Apple's Amazing Customer Experience and Brand?

    Network Congestion Will Be a Challenge Even to Steve Jobs

    by Patricia Seybold
    Apple always offers a great customer experience. Yet it has chosen partners who fall down on the job. And, as you can do more with Apple products, network congestion can make the experience less than ideal.
    Jun. 17, 2010
    All Members
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  • Pandora: Delivering Personalized Internet Radio

    How Pandora Internet Radio Combines Taxonomy, Crowdsourcing, and Personalization to Improve Music Playlists

    by Patricia Seybold
    As is the case with many electronic publishing efforts, Pandora has merged the best of both worlds: a professional taxonomy with the wisdom of the crowds. Professional musicians categorize music, but people can vote on whether certain songs really belong.
    Jun. 10, 2010
    Strategies
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  • Bootstrapping Innovation

    Leveraging the Collective IQ to Achieve Powerful Results

    by Ronni Marshak
    The Doug Engelbart Institute's Bootstrapping Innovation system provides a structure for empowering people to solve complex problems together.
    Jun. 3, 2010
    All Members
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  • How to Approach Customer Experience Management

    An Overview of Patricia Seybold Group’s Recommended Game Plan

    by Patricia Seybold
    In this report, you’ll learn how the Patricia Seybold Group defines and approaches customer experience management.
    May. 27, 2010
    All Members
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  • Customer Service Evaluation Framework

    How to Evaluate Customer Service Products and Services

    by Mitchell Kramer
    This framework is designed to speed the evaluation of any of customer service product by analyzing its positioning, deployment, customer activities and channels supported, escalation facilities, key technologies, analytic functionality, and viability.
    May. 26, 2010
    All Members
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  • Avail Intelligence Behavioral Merchandising

    Platform Automates Merchandising, Recommendations, Social Search

    by Susan Aldrich
    If you are in retail or B2B ecommerce, Avail Behavioral Merchandising should be on your short list. Avail Intelligence’s solution, among the most mature on the market, with unique support for collaborative merchandising and strong client care.
    May. 13, 2010
    Technologies
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  • The Wrath of Customers

    Are We Blaming Providers for Things Beyond Their Control?

    by Ronni Marshak
    Sometimes customers go overboard with their negative emotions. But we’re all human. So what can you do about it?
    May. 6, 2010
    All Members
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  • Recommendation Engine Market Survey

    B2B Is a Strong Market, and People Are Ready to Adopt

    by Susan Aldrich
    We conducted a survey on the market for recommendation engines. The survey was developed in collaboration with the Institut Telecom in Paris. This report summarizes the findings of the survey.
    Apr. 29, 2010
    Strategies
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  • Map Ideal Customer Experiences with Cross-Functional Teams

    Why and When to Map Customer Scenarios with Internal Stakeholders

    by Ronni Marshak
    There’s great value in using the Customer Scenario Mapping technique internally as a tool that helps your employees become more customer-centric, even without direct customer engagement.
    Apr. 22, 2010
    Strategies
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  • The Adobe/Apple War

    Jon Seybold, Father of Desktop Publishing, Comments on the Apple/Adobe Feud

    by Jonathan Seybold
    The father of desktop publishing, Jonathan Seybold, offers his personal perspective on the early relationship between Adobe and Apple, starting in the late 1970s.
    Apr. 20, 2010
    All Members
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  • Omniture Recommendations

    Integration with Powerful Omniture Marketing Suite

    by Susan Aldrich
    If you are in ecommerce, publishing, or advertising, Omniture Recommendations should be on your short list. Omniture’s marketing suite is very strong, with a scalable hosting infrastructure, and Omniture’s client care support marketers cross channel.
    Apr. 1, 2010
    Technologies
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  • The Not So Friendly Route to Flying the Skies

    Lessons Learned from Customers’ Moments of Truth in Multi-Leg Travel Planning

    by Ronni Marshak
    There are lessons to be learned from the complex customer scenario of planning a multi-leg trip. These lessons can help you make complex transactions less daunting for customers.
    Apr. 1, 2010
    Strategies
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