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Lessons in Customer Service
My Blackberry Experience with Verizon and Verizon Wireless
by Mitchell KramerThis report is a case study of my experience selecting, purchasing, installing, and using a BlackBerry, with communication services and customer service provided by Verizon Wireless and Verizon Wireless and billing by Verizon. -
Zopa Case Study: How Zopa Is Creating a New Financial Services Exchange
Peer-to-Peer Lending and Borrowing for “Freeformers”
by Patricia SeyboldHere’s a description of what the Zopa team did to meet their target audiences’ key scenarios and to design their business once they clearly understood those scenarios. -
Net Neutrality
An Important Topic for National Conversation
by Brenda MichelsonUS Congress is exploring revisions to the nation’s communications laws. One of the most important, and contested, issues under consideration is Net Neutrality. Read this report to learn about Net Neutrality and join the national conversation. -
Event-Driven Architecture Overview
Event-Driven SOA Is Just Part of the EDA Story
by Brenda MichelsonWhile we are pleased to see increasing enterprise and vendor interest in the SOA-EDA connection, we are also concerned. Many SOA evangelists are only talking about event-driven SOA, ignoring event streams and CEP. For the full EDA story, read this. -
Provide a 360-Degree View of the Customer Relationship
Leading the Way to Customer Loyalty and Profitability
by Patricia SeyboldThe fourth critical success factor originally introduced in Customers.com is “Provide a 360-degree view of the customer relationship.” -
E-Merchandising Framework
Applying the 4 Es for Customer Ease
by Susan AldrichEmerchandising should be a basic skill set in every ecommerce organization. We offer a framework for organizing your emerchandising efforts. -
Streamline Business Processes that Impact the Customer
Make Sure the Customer’s Point of View Is the Design Center for Continuous Process Improvement
by Patricia SeyboldThe third critical success factor originally introduced in Customers.com® is “Streamline the Business Processes that Impact the Customer.” -
Own the Customer’s Total Experience
Taking Responsibility Leads to Customer Loyalty
by Patricia SeyboldThe second critical success factor originally introduced in Customers.com is “Own the Customer’s Total Experience.” -
Concerns of Customer Visionaries in Q4 2005
Visionary Customer-Centric Executives Are Tackling Next-Generation E-Business Challenges
by Patricia SeyboldLearn what’s top-of-mind for customer-centric e-business executives as they head into 2006. What lessons have they learned? What issues are they facing? What initiatives lie ahead? -
Getty Images
Making It Easy for Image-Buying Professionals to Do Their Jobs
by Ronni MarshakGetty Images supports image-buying professionals in finding and licensing stock imagery and film for commercial use. -
Federated Customer Information
A Practical Approach to Breaking through Customer Information Silos
by Mitchell KramerCustomer information is the key to delivering a cross-channel, cross-lifecycle customer experience that makes it easy for your customers to do business with you. In this report, we describe a best practices approach for harnessing customer information. -
Best Practices, Lessons Learned, and Takeaways from Enterprise SOA Practitioners
A Report from InfoWorld’s SOA Executive Forum
by Brenda MichelsonAccording to real-world practitioners, SOA is an architectural strategy, not a product-centric strategy. We couldn’t agree more! Read this report to get SOA journey insights from enterprise practitioners—as shared at InfoWorld’s SOA Executive Forum. -
Customer Service Tool Kit
Developing Your Cross-Channel, Cross-Lifecycle Customer Service & Self-Service and Support Search Initiatives
by Patricia SeyboldPSG Tool Kits help you identify requirements and make the right decisions. -
Meeting the Customer Experience Challenge
What’s Your Current Situation? What’s Your Vision?
by Patricia SeyboldHow does a company that delivers a great customer experience look, feel and behave? Here’s the vision that our clients have of what they’re attempting to achieve as they strive to improve the Quality of the Customer ExperienceSM they deliver. -
A New Service-Oriented Architecture Maturity Model
SOA MM from Sonic Software, Systinet, AmberPoint, and BearingPoint Now Public
by Brenda MichelsonOn October 27, 2005 a vendor consortium publicly released a new SOA Maturity Model. This model is important because it is business focused. -
Open Source Considerations
Evaluation Criteria for Open Source Solutions
by Brenda MichelsonThe inevitable has happened. Open source has moved all the way up the enterprise stack. No longer are enterprises contemplating if they should use open source, but rather, where to use it. This report offers considerations for your adoption decisions. -
Target the Right Customers
The First Step in Making It Easy for Customers to Do Business with You
by Patricia SeyboldOf the eight critical success factors originally introduced in Customers.com, “Target the right customer” is the first step towards making it easy for customers to do business with you. -
The Vanilla Layer Cake Theory
Using Service-Orientation for Non-Invasive Application Package Customization
by Brenda MichelsonEver have application package modification problems? Ever create a surrounding ecosystem with direct dependencies on the package? Did you get locked in, or hit a dead end? Want a better way to implement packages? Read this architectural concept report. -
Branded Customer Service
Barlow and Stewart Promote a Strong Linkage between Brand and Customer Service
by Patricia SeyboldThis book educates you about the differences between on-brand and off-brand customer service delivery. -
Campaign Management at Nationwide Building Society
Improving the Cross-Channel, Cross-Lifecycle Customer Experience
by Mitchell KramerThis report is a case study that examines Nationwide Building Society’s activities to select new campaign management technology, to bring campaign management development and delivery in-house, and to plan for expanding campaign activities.
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