Articles
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Dell Support Fails at Providing a 360-Degree View
Customer-Facing Employees Don’t Seem to Share Customer Context or Company Policy Information
by Ronni MarshakProviding a 360-degree view of all your customer interactions to your customers is vital. But you also have to provide a 360-degree of your internal policies and processes to all customer-facing employees. Dell didn't do that with unhappy results. -
Online Community Platform Company and Product Update 1H2010
A Solid Period of Stability and Hiring
by Matthew LeesThe first half of 2010 was a good stretch for the 12 companies on our watch list. Many saw steady, if not increased, customer acquisition. Hiring was strong (and remains so), and product development continued at a rapid pace.ion Available -
Use Your Words
Although Pictorial Instructions Avoid Localization Issues, Some of Us Don’t Respond Well to Diagrams
by Ronni MarshakPeople 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. -
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 McKittrickFor 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. -
Going Social Globally: A Global Perspective on Customer Relationships and Social Media
An Interview with Bill Decker, Principal, Partners International
by Matthew LeesAccording 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. -
I Need Help Now!
Providing Customer Support When and Where They Need It
by Ronni MarshakIn a crisis situation, customers need service fast, regardless of the details of their service level agreements. -
Baynote Collective Intelligence Platform and Recommendation Applications
Automated Recommendations, Search, and Navigation for Multiple Industries
by Susan AldrichIf 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. -
Implementation Challenges Limit B2B Marketers' Success with Automation
The Technology Is Increasingly Essential, Yet Few Are Ready to Transform Their Operations
by Susan McKittrickMarketing 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. -
nGenera Knowledgebase 9.0
Excellent Knowledge Management, UI Content Management, and Analytics
by Mitchell KramernGenera 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. -
Customer Service Company and Product Update 1Q2010
A Steady 1Q2010 for Customer Service
by Mitchell KramerThis report details the 1Q2010 customer growth, financial performance, product activity, and company activity of the 10 leading customer service suppliers. -
What Can Damage Apple's Amazing Customer Experience and Brand?
Network Congestion Will Be a Challenge Even to Steve Jobs
by Patricia SeyboldApple 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. -
Pandora: Delivering Personalized Internet Radio
How Pandora Internet Radio Combines Taxonomy, Crowdsourcing, and Personalization to Improve Music Playlists
by Patricia SeyboldAs 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. -
Bootstrapping Innovation
Leveraging the Collective IQ to Achieve Powerful Results
by Ronni MarshakThe Doug Engelbart Institute's Bootstrapping Innovation system provides a structure for empowering people to solve complex problems together. -
How to Approach Customer Experience Management
An Overview of Patricia Seybold Group’s Recommended Game Plan
by Patricia SeyboldIn this report, you’ll learn how the Patricia Seybold Group defines and approaches customer experience management. -
Customer Service Evaluation Framework
How to Evaluate Customer Service Products and Services
by Mitchell KramerThis 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. -
Avail Intelligence Behavioral Merchandising
Platform Automates Merchandising, Recommendations, Social Search
by Susan AldrichIf 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. -
The Wrath of Customers
Are We Blaming Providers for Things Beyond Their Control?
by Ronni MarshakSometimes customers go overboard with their negative emotions. But we’re all human. So what can you do about it? -
Recommendation Engine Market Survey
B2B Is a Strong Market, and People Are Ready to Adopt
by Susan AldrichWe 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. -
Map Ideal Customer Experiences with Cross-Functional Teams
Why and When to Map Customer Scenarios with Internal Stakeholders
by Ronni MarshakThere’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. -
The Adobe/Apple War
Jon Seybold, Father of Desktop Publishing, Comments on the Apple/Adobe Feud
by Jonathan SeyboldThe father of desktop publishing, Jonathan Seybold, offers his personal perspective on the early relationship between Adobe and Apple, starting in the late 1970s.
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