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• Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 2)

  Anticipating the "Moments of Truth" that Surface Consistently in B2B Customers' Scenarios

  by Patricia Seybold

  In many customer scenarios, there are common moments of truth that emerge despite differences in the customers' businesses. This report looks at those moments of truth that surface consistently in B2B select & buy scenarios.
  Jun. 17, 2004

  Strategies

  

• Self-Service and Support Search Solution Evaluation Framework

  Criteria for Selecting Search, Navigation, and Discovery Solutions for Customer and/or Partner Self-Service and Support

  by Susan Aldrich

  To help you choose the right self-service and support search solution and avoid a costly mistake, we’ve developed the Self-Service and Support Search Solutions Evaluation Framework.
  Jun. 17, 2004

  All Members

  

• The Vcommerce Adaptive Commerce Platform

  Outsourcing the Business Functions for Multi-Channel Retailing

  by Geoffrey Bock

  Vcommerce is introducing its Adaptive Commerce Platform, designed for mid-market brick-and-mortar retailers who want to develop a multi-channel presence on an outsourced, pay-as-you-go basis.
  Jun. 17, 2004

  All Members

  

• Orchestrating Content-Enabled Applications for Customer Connections

  Why Workflow and Business Process Management Are Going to Converge and What You Should Do about It

  by Geoffrey Bock

  Workflow and business process management capabilities, we believe, are converging to create a new kind of application environment—which we can best term content-enabled applications.
  Jun. 12, 2004

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• Trends in the Online Meeting Space

  Leading to Real Choices for Customers

  by David Marshak

  Online meeting trends are toward more flexible choices for customers.
  Jun. 11, 2004

  All Members

  

• Data Mining at Work

  Predicting and Preventing Terrorism

  by Mitchell Kramer

  Data mining is a powerful and proven analytic technology. This report discusses how it can be used to predict and prevent terrorism and urges its use for that purpose.
  Jun. 10, 2004

  All Members

  

• Cross-Channel Content Management

  What It Takes to Deliver the Right Information to Customers, at the Right Time, and in the Most Convenient Way

  by Mark Walter

  This report explains why requirements for cross-channel content management are changing and analyzes the impact on the evolution of content-management systems.
  Jun. 3, 2004

  All Members

  

• Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 1)

  Unpacking "Moments of Truth" that Surface Consistently in B2B Customers' Scenarios

  by Patricia Seybold

  Before you begin a Customer Scenario® Mapping exercise, you should capture the context of the scenario.
  Jun. 3, 2004

  Strategies

  

• How AssetLink Manages Digital Assets for Delivering Total Customer Experiences

  Synchronizing Content and Business Processes for Cross-Channel Marketing Initiatives

  by Geoffrey Bock

  AssetLink focuses on marketing operations management. The company integrates its digital asset management capabilities with a workflow engine to support cross-channel marketing activities.
  Jun. 3, 2004

  All Members

  

• Customer Data Mining

  You Can't Afford Not to Be Mining Your Customer Data

  by Mitchell Kramer

  In customer data mining, the data from which patterns or models are discovered or extracted represent the business that you do with your customers, as well as information about them and the relationships that they have with you.
  May. 27, 2004

  All Members

  

• Evaluating Product Search Solutions

  Summarizing the Evaluation Framework, the Seven Solutions, and the Comparisons

  by Susan Aldrich

  This report is the final chapter in our current product search solution research. In it, we assess our evaluation approach and show you where to focus your own evaluation efforts.
  May. 27, 2004

  All Members

  

• Macromedia Breeze Live

  Raising the Bar with Customized, Persistent, Real-Time Meetings

  by David Marshak

  Macromedia Breeze Live introduces new dimensions to the online meeting experience.
  May. 27, 2004

  All Members

  

• Payment Strategies

  Customer Experience Insights Gleaned from Watching the U.S. Banking Industry

  by Patricia Seybold

  Bank of America has developed a good governance model to tackle a difficult strategic problem that crosses organizational boundaries and product line boundaries. Here's a brief look at how BofA has organized to develop an integrated payments strategy.
  May. 27, 2004

  All Members

  

• Microsoft Systems Management Server 2003

  Microsoft's Configuration Management Solution for Windows and Beyond

  by Robert Eugene Shelton

  This report evaluates Microsoft Systems Management Server configuration management solution against the PSGroup product evaluation framework for configuration management products.
  May. 20, 2004

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• Oracle Customer Intelligence

  Helping Executives and Managers Understand Customer Relationships

  by Mitchell Kramer

  This report evaluates the Customer Intelligence product modules of Oracle E-Business Intelligence against our evaluation framework for customer relationship analytic applications.
  May. 20, 2004

  All Members

  

• Product Search Solution Feature Comparison Matrix

  Comparing Seven Product Search Solutions against Our Evaluation Framework

  by Susan Aldrich

  In this report, we summarize our framework-based evaluations of seven product search solutions in the form of a matrix.
  May. 20, 2004

  All Members

  

• 3M Integrated Packaging Tool

  Managing the Custom Content for Labeling Manufactured Goods

  by Geoffrey Bock

  The 3M Integrated Packing Tool is designed to ensure that manufacturers can produce the right product information for the right product packages in a timely and cost-effective manner.
  May. 13, 2004

  All Members

  

• MicroStrategy Customer Analysis

  A Starter Kit for Building Flexible Analytic Applications

  by Mitchell Kramer

  This report evaluates the Customer Analysis module of the MicroStrategy BI Developer Kit against our evaluation framework for customer relationship analytic applications.
  May. 13, 2004

  All Members

  

• PSGroup Bull's-Eye: Product Search Solutions: Best Overall Product Search Capabilities

  Which Providers Offer the Best Overall Product Search Capabilities? Featuring EasyAsk, Endeca, IBM, iPhrase, Microsoft, Oracle, and Verity

  by Susan Aldrich

  Which vendor solution hits the Patricia Seybold Group Bull’s-Eye against our product search evaluation framework?
  May. 13, 2004

  All Members

  

• Convoq ASAP

  Bringing Online Meeting Convocation to a New Level

  by David Marshak

  See how Convoq ASAP rates against our online meeting evaluation framework.
  May. 6, 2004

  All Members