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VP of Customer Intelligence
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldThe first priority of your VP of customer intelligence should be to act as the custodian for the information that your customers care about. -
Content Management Framework
Our Revised Criteria for Evaluating and Comparing Enterprise Management Systems
by Geoffrey BockThis report provides a framework with which to evaluate Enterprise Content Management Systems. -
Kanisa Application Suite 6.1
Process-Oriented Navigation and Search of Content to Answer Customers’ Questions and Solve their Problems
by Mitchell KramerThe Kanisa Application Suite can help you support activities within the plan, explore, and use phases of the customer lifecycle across the Web and contact center touchpoints. This report evaluates the Kanisa Application Suite against our evaluation frame -
PSGroup Bull's-Eye: Online Meeting Platforms: Best Seamless Phone and Web Experience
Which Providers Offer the Best Seamless Phone and Web Experience?
by David MarshakThis Bulls-Eye is our evaluation of the Integrated Web/Teleconferencing capabilities provided by the Online Meeting services and products from Convoq, Genesys, IBM, Macromedia, Microsoft, Oracle, Raindance, and WebEx. -
Self-Service and Support Search Solution Comparison Matrix
EasyAsk, Endeca, FAST, InQuira, iPhrase, Knova, and Primus Compared to Our Evaluation Framework
by Susan AldrichThis report presents a side-by-side comparison of seven solutions against 23 criteria identified by our Self-Service and Support Search Solution Evaluation Framework. -
Online Meeting Services Comparison Matrix
Comparing Services and Products from Convoq, Genesys Conferencing, IBM, Macromedia, Microsoft, Oracle, Raindance, and WebEx against Our Evaluation Framework
by David MarshakIn this report, we summarize our framework-based evaluations of eight online meeting products in the form of a matrix. -
Primus Enterprise Search V.4 Self-Service and Support Search Solution
Classification and Context
by Susan AldrichPrimus Enterprise Search stacks up very well against our self-service and support search solution evaluation framework. -
Creating a Blended Architectural Portfolio
Candidate Strategies for Your Blended Architecture
by Brenda MichelsonThe new Architecture strategies—services oriented, process based, event driven, Grid enhanced, or real time/right time—are each compelling on their own, but have you thought about bringing them together? Have you though how powerful a blend could be? -
Cross-Channel, Cross-Lifecycle Operational Requirements
What Types of Products Do You Need to Deliver a Comprehensive Customer Experience?
by Mitchell KramerThis report presents the requirements for the operational capabilities of cross-channel, cross-lifecycle customer service products; product types that address those requirements; and examples of those product types. Because no product or product suite ad -
Strategic Planning for Search
Where We Think You’ll Want to Take Search
by Susan AldrichThe range of problems search engines will address, and the value of findability, will increase steadily through 2007. An acceptable level of findability requires some new investments in technology and information management tasks--plus leadership. -
How to Think about Search
Findability Factors Include Technology and Tasks
by Susan AldrichThere are a lot of people who think search is terrible. We believe that the dissatisfaction reflects a focus on the wrong problem. The problem is not search. The problem is findability. -
Lotus Web Conferencing 6.5.1
A Strong Internal Meeting Platform That Needs to Connect Better to the Rest of the World
by David MarshakLotus Web Conferencing provides a strong set of collaboration features for enterprise online meetings. -
Sr. IT Architect for Cross-Channel Customer Experience
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldIn order to deliver a great cross-channel experience to customers and partners, you’ll need to have a seasoned IT architect who is responsible for designing and evolving your application Architecture, services, and middleware to be customer adaptive. -
Comergent E-Business System 6.4
Marketing and Selling Complex Products Directly to Customers and Indirectly through Partners
by Mitchell KramerThe Comergent E-Business System can help you deliver a customer experience across all the phases of the customer lifecycle and across Web and contact center touchpoints, either directly to end customers or indirectly through a multitier partner channel. -
Microsoft's Roadmap for Windows
Getting to Longhorn without Detours
by Michael GouldeMicrosoft’s latest shift in plans for the next version of its Windows desktop and server operating systems reflects the challenge the company faces in developing and executing plans. Customer planning suffers a setback each time Microsoft announces these -
Banks Measure What Matters to Customers—and Improve Service
Leading Practitioners Now Measure the Quality of Customer Experience
by Patricia SeyboldBanks and other financial services firms are focusing on the Quality of Customer Experience for critical customer scenarios. Here are a couple of examples of how banks are measuring and improving what matters to their prospects and customers. -
Pervasive Instant Messaging
Moving toward an Asymmetric Contextual Model for Business IM
by David MarshakWith IM and telephony converging, the challenges and opportunities are increasing for effective real-time collaboration. -
Putting E-Learning in the Context of Customers Scenarios
How Organizing Instructional Content for Just-in-Time Learning Enhances Customer Support
by Geoffrey BockWhether they are customers, business partners, or employees, adult learners in business situations seek solutions to their work-related issues. -
FAST Data Search V 4.0 Self-Service and Support Search Solution
Pipelines, Information Management, and Dynamic Navigation
by Susan AldrichFAST Data Search stacks up very well against our self-service and support solution evaluation framework. -
Framework for Evaluating Cross-Channel, Cross-Lifecycle Customer Service Products
How to Evaluate Solutions That Support a Great End-to-End Customer Experience
by Mitchell KramerThis report presents our framework for evaluating cross-channel, cross-lifecycle customer service products.
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