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Apple’s Lessons for the Rest of Us
Customer-Led Innovation
by Patricia SeyboldApple’s iPod strategy is paying off brilliantly. The popular iPod, with its iTunes legal music library, has created a halo effect for the rest of Apple’s computer business. -
QCE Resolutions
Focus on What Matters Most to Your Customers
by Patricia SeyboldAre you interested in providing or improving your customer experience in 2005? Then start by focusing on these five areas. -
How the Blogging Community Accelerated Tsunami Relief
Blogs and Wikis Are Providing Instant Visibility, Information-Sharing, and Coordination
by Patricia SeyboldDisaster relief in the wake of the earthquake and tsunami disaster that hit the shores of Southeast Asia and Africa has been accelerated by the rapid response of the blogging community. -
Cross-Channel Shopping Shines in the 2004 Holiday Season
Search Plays a Big Role in Steering Sales to Both Niche and Mainstream Retailers
by Patricia SeyboldMore buyers used cross-channel shopping in 2004—searching online and buying in the store, or browsing in the store and buying online. Search and product findability were keys to success. -
The Evolution of Service-Oriented Architecture
From Integration to Business Scenario Development
by Brenda MichelsonIn this report, we share our view of the service-oriented architecture evolution, starting with services for simple integration and working our way to services for business scenario development. -
Designing a Fluid Enterprise Using an Adaptive, Customer-Centric IT Architecture
Creating a Blended IT Architectural Portfolio to Support Your Customer-Centric Business
by Brenda MichelsonThis report demonstrates our architecture blending process on four of the new architecture strategies in order to achieve enterprise fluidity for our fictional customer-adaptive business, Digits Undercover. -
Tagging Content for Meaning
How WGBH and HP Are Using Metadata to Incorporate Unstructured Information into Operational Activities and Customer Scenarios
by Geoffrey BockTagging content (or, in technical terms, adding descriptive metadata to data) started out as way to dynamically format the same text differently for different purposes. Two pioneering organizations, WGBH and HP, have significant initiatives underway. -
PSGroup Bulls-Eye: Self-Service and Support Search
Which Providers Offer the Best Controls for Managing the Search Experience? Featuring EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus
by Susan AldrichThis Bulls-Eye is our ranking of the search management and tuning capabilities of self-service and support search products from seven vendors: EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus. -
ServiceWare Enterprise 5.7
Answer Questions and Solve Problems with Content, Metadata, and Self-Learning Search
by Mitchell KramerServiceWare Enterprise can help your customers understand your products; find answers to questions about your products; and diagnose, report, and fix problems with your products across self-service and assisted-service touchpoints. This report examines S -
The Future for Open Text
How Livelink Will Deliver Content and Foster Collaboration among Task Teams
by Geoffrey BockOpen Text provides a wide range of capabilities for managing content and fostering team-oriented collaboration within intranets, based on its flagship product suite, Livelink. -
Interwoven at the Crossroads
Prospects for Weaving Together Disparate Product Capabilities into an Integrated ECM Platform Offering
by Geoffrey BockInterwoven is an enterprise content management vendor at the crossroads. This month, at its recent analyst conference, Interwoven identified both its current product plans and its future directions. -
PSGroup Bull's-Eye: Self-Service and Support Search Solutions: Best Retrieval and Results Management
Which Providers Offer the Best Retrieval and Results Management? Featuring EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus
by Susan AldrichThis Bull’s-Eye is our ranking of the retrieval and results management capabilities of self-service and support search products from seven vendors: EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus. -
Looking for Business Architects?
Check Out Your Ebusiness Leader
by Patricia SeyboldEbusiness visionaries are the true business architects of the 21st century. They invest now in the core services that will be required to both deliver immediate value to customers and partners and support the way the business will operate in the future. -
Building Infrastructure with Integrated Stacks
Tradeoffs are Key
by Michael GouldeDesigning and building the software infrastructure necessary to support customer-facing applications is complex and expensive. An emerging trend for software suppliers to provide complete, well-integrated stacks may help reduce complexity and cost. -
E.piphany Advisor
Products That Can Improve Your Customer Experience
by Mitchell KramerEpiphany Advisor is a suite of three products, specialized implementations of those products for retail financial services and communications companies, and tightly packaged integrations of the products with PeopleSoft and Siebel CRM applications. You ca -
PSGroup Bull's-Eye: Online Meeting Platforms: Best Set of Real-Time Collaborative Tools
Which Providers Offer the Best Set of Real-Time Collaborative Tools? Featuring Convoq, Genesys, IBM, Macromedia, Microsoft, Oracle, Raindance, and WebEx
by David MarshakThis Bull’s-Eye is our evaluation of the collaboration tools provided by the online meeting services and products from Convoq, Genesys, IBM, Macromedia, Microsoft, Oracle, Raindance, and WebEx. -
Astoria Structured Document Management System 4.3
Using Content Components to Assemble Structured Documents
by Geoffrey BockAstoria Software delivers the Astoria Structured Document Management System, a product designed to improve accuracy, increase productivity, and accelerate the time required to publish structured documents in electronic or hard-copy formats. -
PSGroup Bull's-Eye: Online Meeting Platforms: Best Tools to Schedule and Prepare Collaborative Meetings
Which Providers Offer the Best Tools to Schedule and Prepare Collaborative Meetings?
by David MarshakThis Bulls-Eye is our evaluation of the scheduling and preparation capabilities provided by the Online Meeting services and products from Convoq, Genesys, IBM, Macromedia, Microsoft, Oracle, Raindance, and WebEx. -
Why It's Hard to Prioritize IT Initiatives around End-Customer Impacting Issues
Current Disconnects between Business and IT; Suggestions for Bridging the Gaps
by Patricia SeyboldAre you having trouble getting customer-centric priorities at the top of your IT shopping list? You're not alone. There are increased tensions brewing between the business and IT for lots of good reasons. See if your organization looks like the picture w -
PSGroup Bull's-Eye: Online Meeting Platforms: Best Online Meeting Convocation Capabilities
Which Providers Offer the Best Online Meeting Convocation Capabilities?
by David MarshakThis Bull’s-Eye is our evaluation of the ad hoc meeting convocation capabilities provided by the online meeting services and products from Convoq, Genesys, IBM, Macromedia, Microsoft, Oracle, Raindance, and WebEx.
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