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Enterprise Search Planning and Evaluation Matrix, Version 3
A Blank Matrix to Facilitate Your Evaluation
by Susan AldrichTo assist you in your enterprise search planning and evaluation efforts, we are presenting the criteria in matrix form with blank columns. You can use this matrix to notate the capabilities of the short list of products you are currently investigating. -
Enterprise Search Planning and Evaluation Framework, Version 3
How to Plan and Select Search, Navigation, and Discovery Solutions for Web Sites, Applications, Intranets, and as Enterprise Platforms
by Susan AldrichHere is everything you need to know in order to plan, select, and manage enterprise search and navigation. -
How Should You Manage Customer and Partner Portals?
Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldThis PSG Classic report presents the do’s and don’t’s of managing customer and partner portals. Although written several years ago, the rules of thumb presented still hold true and are perhaps even more applicable to today’s portal environments. -
Managing Customer Advisory Board Programs
How Do Companies Structure, Manage, and Profit from Their B2B Customer Advisory Boards?
by Patricia SeyboldThis report provides a summary of the current practices in managing B2B CABs. -
MedStar Health
Using Collaboration to Improve Healthcare from Good to Great
An interview with Dr. Peter Basch, Medical Director of Ambulatory Clinical Systems by Ronni Marshak
MedStar Health uses solutions from healthcare solutions provider Kryptiq to provide seamless secure communications among medical staff and patients as well as to implement a pro-active health program. -
Avoiding Search Pitfalls
How to Sidestep and Recover from the Worst Problems
by Susan AldrichThere are six big pitfalls that are peculiar to search projects. We have some advice on how to avoid them, or escape them if you’re already in the hole. -
I Need a New Car, Fast!
How Vehix.com Rates in an Emergency Car Buying Scenario
by Ronni MarshakNovice car buyer, Mia Driver, looks to Vehix.com to help her identify and locate the right car for her family. -
Partner Portals Should Be Combined with Customer Portals
Why Not Design Your Partner Portals to Surround and Complement Your Customer Portals?
by Patricia SeyboldPartner portals and customer portals should be designed and managed together. The information and resources that partners need overlap with the information and resources customers want and need. -
Customers' Requirements for Customer Service
The Voice of the Customer on What and How to Deliver a Customer Service Experience
by Mitchell KramerIn this report, we present customers’ requirements for customer service and describe how you can address those requirements to deliver an excellent customer service experience. -
Customer Innovation Guide: Core Competency 4
Mastering the Fourth Core Competency: Opening Up Product Development
by Patricia SeyboldHow far along are you in the Open Development Continuum? Do you empower, encourage, and reward customers for extending your products, coming up with new products, and sharing their solutions with others? See how you’re doing in this self-assessment guide. -
New Car Insurance for a Growing Family
Customer Experience Test Drive of: Geico and Progressive
by Ronni MarshakJust how quick and easy is it to get an online insurance quote from Geico and Progressive? In this test drive, we see if the two auto insurers live up to their advertising promises. -
The First Big Mistake in Search and Knowledge Projects
Establishing the Right Vision and Compelling Communications
by Susan AldrichThe first pitfall your search project encounters is the most deadly—but we can steer you around it. -
Customer Innovation Guide: Core Competency 3
Mastering the Third Core Competency: Customer Co-Design
by Patricia SeyboldCo-designing your company’s future with your customers is imperative to ensuring continuing innovation. See how far along your company is in taking advantage of customer co-design in this self-assessment guide. -
Why CRM Is the Wrong Answer to the Wrong Question
Are You Investing in the Right Stuff?
by Patricia SeyboldCRM applications do a lousy job of addressing the strategic customer issues that every organization faces. If you’re in the process of yet another round of CRM improvements, perhaps it’s time to take a fresh look at what your strategy really should be. -
Selecting a Mobile Phone Family Plan for a Family in Transition
Moments of Truth in Consumer Telecommunications
by Ronni MarshakWhen the kids go off to college, a family needs a new mobile phone plan to support multiple locations. In this Test-drive, we apply the Product Select and Buy Customer Scenario pattern and its key Moment of Truth. -
IBM.com’s New Look: More Than a Face Lift
Using Service-Oriented Architecture to Provide an Adaptive Web Experience
by Patricia SeyboldIn June 2007, IBM launched its next-generation Web site and the framework IBM will use to provide a unified online experience across all IBM’s Web properties. This new site architecture and approach embodies a number of best practices. -
Customer Support: Success with Knowledge Management
Best Practices from Fujitsu Siemens, Moeller Group, Nokia Siemens Networks, Siemens A&D, Siemens SIS, O2, and Versatel
by Susan AldrichSeven companies share their success stories in automating the creation and use of knowledge assets for customer service. -
Best Practices in Customer Self-Service
Ten Ways to Make It Easy for Your Customers to Do Business with You
by Mitchell KramerThis report presents PSGroup’s 10 best practices in customer self-service. The 10 represent the current ideal based on our research on self-service technologies and on our consulting work with companies of all sizes across many industries. -
Using Business Process Management to Streamline Litigation Discovery
Supporting Collaborative Litigation Discovery with Exterro Fusion at Fredrikson and Byron, P.A. - An Interview with Chad Papenfuss, Litigation Support Administrator
by Ronni MarshakIn response to clients’ demands that they pay for professional services, not administrivia, the law firm of Fredrikson and Byron, P.A. streamlines the discovery process using Exterro Fusion. -
What Customer-Centric Visionary Execs Are Doing in 2007
Customer-Outcome-Driven Businesses, Disappearing Home Pages, and Other Trends
by Patricia SeyboldWant to know what’s on customer-centric execs’ minds? Here’s an overview of some of the topics discussed at Patty Seybold’s Spring 2007 Visionaries’ Meeting.
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