Articles
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L.L. Bean's Architecture Evolution
Employing a Services-Oriented Architecture for Cross-Channel Synergy
by Brenda MichelsonL.L. Bean, a notoriously private company, shares with the Patricia Seybold Group its Services Based Architecture story, from the early days in the lab to providing the foundation for its most critical applications: multichannel customer sales and service -
May I Help You?
Serve Your Customers across All of Your Channels and All of the Phases of Their Lifecycles
by Mitchell KramerWhen we say customer service, we mean simply delivering a customer experience that helps your customers do business with you. Your customers want that help on every channel through which they interact with you and at every phase of the lifecycle of their -
Raindance Meeting Edition, Version 1.2 Update
New Enhancements Address Key Limitations of the First Release
by David MarshakThe most recent update to Raindance Meeting Edition (Version 1.2) addresses a key limitation and fills some important holes. -
Self-Service and Support Search Solution RFP Template
Patricia Seybold Group's Template for Preparing an RFP
by Susan AldrichYou can write a great Self-Service and Support Search Solution RFP in a short time using our outline and the Self-Service and Support Search Solution Evaluation Framework, and following our guidance. -
Content Management Evaluation Matrix
A Blank Matrix to Facilitate Your Evaluation Process for Content Management Systems
by Geoffrey BockIn this report, we present our blank matrix for evaluating content management systems. -
Online Meeting Pricing Models for the Top Providers
Heated Competition Leads to Lower Prices and More Options
by David MarshakIn this report, we define the dominant online meeting pricing models and look at the current models and prices of the leading providers. -
InQuira Self-Service and Support Search Solution
Advanced Linguistics, Dynamic Navigation, and Classification
by Susan AldrichInQuira 6.5, a premium search engine, stacks up well against our self-service and support search solution evaluation framework. -
Oracle Web Conferencing
A Collaborative Focus Makes for an Intriguing New Offering
by David MarshakOracle Web Conferencing is an online meeting platform that provides an innovative approach to real-time collaboration. -
Endeca ProFind V4.5 Self-Service and Support Search Solution
Dynamic Navigation, Team Support, and Concept Classification
by Susan AldrichEndeca ProFind, a premium search engine, stacks up well against our Product Search Evaluation Framework. -
EasyAsk for Commerce V.9.1 Self-Service and Support Search Solution
Advanced Linguistic Processing, Dynamic Navigation, and Federation
by Susan AldrichEasyAsk for Commerce capabilities stack up well against our self-service and support search evaluation criteria. -
Where Does Support Fit in Your Customers’ Lifecycles? Everywhere!
Support Isn't a Stage in the Customer Lifecycle; It's the Engine That Drives it!
by Patricia SeyboldCustomers need to be supported throughout their entire lifecycle, not just during the post-sales stage. Customer support should be the engine that drives your business process improvements. -
IM Détente
Solves Key Problems, but Doesn’t End IM Wars
by David MarshakThe announcement from Microsoft, AOL, and Yahoo! marks the end of the IM wars…or does it? -
iPhrase OneStep V. 4.7 Self-Service and Support Search Solution
Advanced Search and Navigation, Email Deflection, and Analytics
by Susan AldrichiPhrase OneStep’s capabilities stack up well against our self-service and support search evaluation criteria. -
Microsoft CRM 1.2
Entry-Level Sales and Customer Service on Assisted Channels
by Mitchell KramerThis report presents our analysis of Microsoft CRM 1.2 against our framework for evaluating cross-channel CRM products and product suites. -
Microsoft Office Live Meeting
How the PlaceWare Service Stacks Up against Our Online Meeting Evaluation Framework
by David MarshakIn this report, we review Microsoft Office Live Meeting (formerly PlaceWare) against our online meeting evaluation framework. -
Arbortext 5
A Suite for XML-Based Technology Publishing
by Mark WalterArbortext’s latest release, Arbortext 5, continues the company’s tradition of addressing XML-based authoring and cross-channel publishing, but it also introduces innovations in authoring, styling, and link management that are important in complex product -
Cross-Channel CRM
A Framework for Evaluating Architecture, Channel Support, and Functionality
by Mitchell KramerThis report describes our framework for evaluating the Architecture, channel support, and functionality of CRM products, critical factors in CRM product selection. -
HP Provides Cross-Channel Inventory Visibility
Responding to the Moment of Truth: 'Where Is This Product in Stock?'
by Patricia SeyboldOne of customers' "moments of truth" in deciding which product to buy is knowing where the product is in stock and how soon they can receive it. Hewlett-Packard's Internet marketing group has partnered with Channel Intelligence to provide near-real-time -
Requirements for Cross-Channel Content Management
Why Companies Are Adopting XML-Based Publishing Models for Product Support Documentation
by Mark WalterAn XML-based, “single-source” publishing model cuts time and costs associated with producing complex content for multiple channels. This report examines the single-source model in the context of product support applications. -
The CrownPeak Solution for Web Publishing
Providing a Web Content Management Application and Tools as Outsourced Business Services
by Geoffrey BockCrownPeak Technology has steadily gained market momentum with Advantage CMS, its Web content management application, delivered as an outsourced business service. The company has also released Advantage ES, a suite of developer tools and customization cap
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