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Articles

• Designing a Customer-In CMR Environment

  Start by Making it Easy for Customers to Manage their Relationships with Your Firm; Then Worry about Managing Your Relationships with Them

  by Patricia Seybold

  We have a unique opportunity to rethink our own information systems from scratch, we start from the outside in: with customer self-service, customer profile management, and customer transaction management.
  Jan. 22, 2004

  All Members

  

• From Scenarios to Solutions: Use Case Techniques Applied, Part 2

  Transforming Customer Scenarios to Use Cases

  by Robert Eugene Shelton

  This report works through the second part of a case study of translating Customer Scenarios to Use Cases, focusing on getting the list of Use Cases right.
  Jan. 22, 2004

  Strategies

  

• Instant Messaging @ Work

  Key Policies and Practices for Leveraging IM in Business

  by David Marshak

  In this report, we discuss the key policies and practices businesses need to address in order to leverage instant messaging effectively.
  Jan. 22, 2004

  All Members

  

• On Dynamic Workplaces, Successful Portals, and Enterprise Instant Messaging

  Predictions for 2004

  by David Marshak

  In 2004, key technologies to watch are portals, dynamic workplaces, and Instant Messaging.
  Jan. 15, 2004

  All Members

  

• Unica Affinium 6

  How Unica’s Offering Stacks Up against Our Campaign Management Framework

  by Mitchell Kramer

  This report evaluates Affinium 6 from Unica Corporation against our evaluation framework for campaign management.
  Jan. 15, 2004

  All Members

  

• When Visualization Matters

  How New Tools from Antarctica, Groxis, and Macromedia Will Change Interactive Content Displays

  by Geoffrey Bock

  We believe that visualizing content is going to be one of the hottest developments in the enterprise content management marketplace in 2004.
  Jan. 15, 2004

  All Members

  

• CRM in 2004

  Our Predictions for the Year Ahead

  by Mitchell Kramer

  This report presents our prediction for CRM in 2004. We think that CRM will be a growth area.
  Jan. 8, 2004

  All Members

  

• Who Needs a Premium Product Search Engine?

  When Basic Search Will Satisfy Findability, and When You Need a Premium Search Engine

  by Susan Aldrich

  We offer a quick self assessment for marketing executives to determine whether a premium product search engine will boost findability.
  Jan. 8, 2004

  All Members

  

• Capturing Customer Requirements for Content Management

  Using Customer Scenario® Mapping to Gather Requirements for Information Attributes, Metadata, Roles, and Responsibilities

  by Patricia Seybold

  What’s the best way to scope and launch any ECM initiative? Start with the audience for the information; identify that audience’s critical scenarios; then identify the information and content required to support those scenarios, the content attributes an
  Dec. 24, 2003

  Strategies

  

• From Scenarios to Solutions: Use Case Techniques Applied, Part 1

  Transforming Customer Scenarios to Use Cases

  by Robert Eugene Shelton

  This report works through an example of translating Customer Scenarios into Use Case models and provides guidelines for successful identification of the Use Case model system boundary, actors and Use Cases.
  Dec. 24, 2003

  Strategies

  

• Vignette Beefs Up Collaboration

  Intraspect Acquisition Provides Project Workspaces

  by David Marshak

  Vignette has introduced three products, based on its recent acquisition of Intraspect, that enable users to create collaborative workspaces.
  Dec. 24, 2003

  All Members

  

• Customer Data Warehouses

  Closing the Loop on Customer-Centricity

  by Mitchell Kramer

  A customer data warehouse is a data warehouse designed to support the customer-centric analysis of your business. This report discusses what data they contain and how they’re used.
  Dec. 18, 2003

  All Members

  

• Delivering Content in Context at National Semiconductor

  Organizing and Visualizing Content for Reference Hardware Designs

  by Geoffrey Bock

  National Semiconductor is in the midst of deploying a set of System Solutions, reference hardware designs that describe how to incorporate various analog devices to engineer different electronic products.
  Dec. 18, 2003

  Strategies

  

• Search Engine Marketing and Optimization Wisdom V.2003

  Nobody Actually Knows What Works, but Here Are Likely Steps to Search Engine Success

  by Susan Aldrich

  If you missed December’s Search Engine Strategies Conference in Chicago, here’s the recap on the latest techniques for Search Engine Marketing and Search Engine Optimization.
  Dec. 18, 2003

  All Members

  

• Oracle Text, Part of Oracle Database 10g, Product Search Solution

  Wide Scalability and Flexibility Combined with Advanced Search Features

  by Susan Aldrich

  Oracle Text provides strong product search capabilities that stack up well against our evaluation framework.
  Dec. 11, 2003

  All Members

  

• Product Search Solution Evaluation Framework

  Criteria for Selecting Product Search, Navigation, and Discovery Solutions

  by Susan Aldrich

  To help you choose the right product search solution and avoid a costly mistake, we’ve developed an Evaluation Framework for Product Search Solutions.
  Dec. 11, 2003

  All Members

  

• Product Search Solution Evaluation Matrix

  A Blank Matrix to Facilitate Your Evaluation Process

  by Susan Aldrich

  To assist you in your evaluation of product search and emerchandising products, we offer the criteria in matrix form with blanks for the products you are reviewing.
  Dec. 11, 2003

  All Members

  

• SAP Enterprise Portal 6.0

  A Compelling Choice for Current SAP Customers

  by David Marshak

  SAP has released Enterprise Portal 6.0, which addresses many of the limitations of the previous version of the product.
  Dec. 4, 2003

  All Members

  

• Developing Your Plan of Attack for Your ECM Initiative

  How to Scope the Content Collection that Maximizes Your Opportunities for Success

  by Susan Aldrich

  So much content to be managed, so little time: Where do you start your ECM initiative?
  Dec. 4, 2003

  All Members

  

• From Scenarios to Solutions: Use Cases

  Mapping Customer Scenarios to Use Cases

  by Robert Eugene Shelton

  This report shows how to map Customer Scenarios to Use Cases and describes how to determine when and if such mapping is appropriate for your organization and situation.
  Nov. 26, 2003

  All Members