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Smart Customization Comes of Age
Best Practices from the MIT Smart Customization Seminar 2008
by Patricia SeyboldSmart Customization, a profitable and sustainable implementation of mass customization, is gaining traction. The MIT Smart Customization Seminar, held November 2008, provided glimpses of what international practitioners have done and learned. -
How Keds Uses Zazzle's Customization
Best Practices from the MIT Smart Customization Seminar 2008
by Patricia SeyboldKeds is giving customers the ability to put their own designs on their sneakers by taking advantage of Zazzle.com. Zazzle is a customer-centric ecosystem that lets customers create their own designs to products and then buy or resell their creations. -
Mars Direct: Customized Candy Combats Commoditization
Best Practices from the MIT Smart Customization Seminar 2008
by Patricia SeyboldLearn how personalized M&Ms have led to a profitable new business model. Discover how Mars Direct became an innovative “personalized expressions” company within Mars. Mars Direct’s R&D Director, Dan Michael describes the journey to-date. -
Spreadshirt: Customers Want to Create Their Own Brands and Amplify Your Brand
Best Practices from the MIT Smart Customization Seminar 2008
by Patricia SeyboldWhy do customers love to create their own T-Shirts? “If it’s not on a shirt, it didn’t happen,” says Jana Eggers, Spreadshirt’s CEO. Customers value the ability to create their own brands. They also love to personalize well-known brands. -
CustoMax: Platform & Ecosystem for Custom-Tailored Apparel
A Journey from Mass-Produced to Smart Customization
by Patricia SeyboldCustoMax is a customer-centric ecosystem for made-to-fit mass-customized suits, apparel, and shoes. -
How Adidas Moved to Smart Customization & Personalized Coaching
A Journey from Mass-Produced to Smart Customization
by Patricia SeyboldAdidas pioneered in custom footwear and was an early leader in mass-customization. This brief case study describes the history of customization at Adidas from removable studs to just-in-time personalized coaching. -
Search Product and Company Update 1H 2008
Impressive First Half Begins a Potentially Painful 2008
by Susan AldrichDespite the U.S. recession, the search vendors on my watch list performed quite well during the first half. -
Customer Service Company and Product Update 3Q2008
Wow! Growth Continues in 3Q2008
by Mitchell Kramer3Q2008 marked the sixth consecutive quarter of growth for KM-based customer service. The biggest company news was Consona’s rebranding its suites of customer CRM and KM products as Consona CRM. -
Keys to E-Merchandising Success in Troubled Economic Times
Help Customers Make Wise Buying Decisions and You Will Foster Loyalty
by Ronni Marshak, Martha FreyIn these hard economic times, you need to make it as easy for your customers to find, choose, and buy your products. Ten e-merchandising best practices are presented in this report. -
Are We Entering a Golden Age of IT?
How Pioneering Technology Architects View the Current Business Challenges and IT Opportunities
by Patricia SeyboldHow do you leap ahead even in harsh economic times? Here are some tips from seasoned IT architects. -
Best Practices in Corporate Blogging
How Your Organization Can Run a Successful Blogging Program
by Matthew LeesWhile blogging isn't a new communications medium, many companies are still getting the hang of it. Blogging takes commitment. But the many benefits can be attained by following best practices such as framing blogs as an ongoing program. -
How Customers Want to Plan a Special Event
Identifying and Measuring the Key Moments of Truth in "Event Planning" Customer Scenario® Patterns
by Ronni MarshakCustomer scenarios fall into patterns. It’s valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on the event-based event planning scenario. -
empolis:Service Lifecycle Suite
Configurable and Customizable KM Technologies for Self-Service and Assisted-Service
by Mitchell Kramerempolis:Service Lifecycle Suite is the KM-based customer service offering from empolis GmbH. Introduced in 1996, it has been implemented in 500 customer accounts across many industries. Use it to help your customers diagnose and resolve problems. -
Customer Service Company and Product Update 2Q2008
Strong Growth Continues in 2Q2008
by Mitchell Kramer2Q2008 was the 5th consecutive good quarter for customer service. Customer growth continued at a high level. Good financial performance followed. Product activity picked up a little. The big company news was the acquisition of InStranet by Salesforce.com. -
Ecommerce Search Evaluation: Mercado Ignition
User Interface, Ecommerce Search, Merchandising, and Marketing
by Susan AldrichWith Ignition, Mercado creates an environment that streamlines the efforts of shoppers and merchandisers. Retailers must consider Ignition at the top of their choices for search and merchandising. -
How Customers Want to Return or Exchange a Product
Identifying and Measuring the Key Moments of Truth in Return/Exchange/Cancel Customer Scenario® Patterns
by Ronni MarshakCustomer scenarios fall into patterns. It's valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on a typical return/exchange/cancel scenario. -
Service Discovery Using Customer Scenario Mapping
Building Your Services Catalog
by Brenda MichelsonIn this report, we share our Service Discovery Methodology, which helps organizations define the right services for their service-oriented architecture. -
Ecommerce Search Planning and Evaluation Framework, Version 1
How to Plan and Select Search, Navigation, and Discovery Solutions for Ecommerce Web Sites
by Susan AldrichHere is everything you need to know in order to plan, select, and manage ecommerce search, navigation, and discovery. -
Rethinking CRM: Provide Customers the Information They Care about in a Seamless Fashion
Customers Don’t Want to Be Managed; They Do Want Good Experiences and Outcomes
by Patricia SeyboldThe secret to a successful CRM strategy is a seamless cross-touchpoint, cross-channel and cross-lifecycle experience. Let your customers manage their relationships with you, not vice versa. Focus first on customer service, not on sales or marketing. -
Using Lakes to Monitor the Health of the Planet
Using Sensors and Cross-Disciplinary Teams to Understand Complex Ecosystems Quickly
by Patricia SeyboldThe PASEO project follows 24 biologists, engineers, and computer scientists as they model and monitor a chain of lakes in Argentina. This case study highlights best practices in green engineering, useful to forward-thinking business strategists.
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