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• How to Approach Multi-Channel CRM

  Walk In Your Customers' Shoes and Identify the Services that Customers' Need across Channels

  by Mitchell Kramer

  Your customers demand a seamless experience when they do business with you—seamless across multiple channels. We call this multi-channel CRM. We created the Multi-Channel CRM Workshop to help you design this CRM approach.
  May. 22, 2003

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• Beware of Business Process Management

  Be Careful about Adopting Internally-Driven Business Processes; Instead, Design a Customer-Adaptive Enterprise Using a Services-Oriented Approach

  by Patricia Seybold

  Business processes are internally-focused, difficult to design, hard to adapt, and have very short shelf-lives. Instead of wasting time designing business processes, we recommend that you identify the services required to support key Customer Scenarios®
  May. 8, 2003

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• Service-Oriented Architecture FAQs

  The What, Why, and How of SOA

  by Susan Aldrich

  Here is a set of definitions, a description of benefits, and critical success factors for achieving a service-oriented Architecture.
  May. 8, 2003

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• Support for Business Processes (Theirs and Ours)

  Your Customers' Scenarios Drive; Your Business Processes Support

  by Patricia Seybold

  What’s the relationship between customers’ business processes and your company’s business processes? They’re orthogonal.
  Apr. 17, 2003

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• It's a Matter of Trust

  In Consumer Customer Scenarios®, Don't Underestimate the Importance of a Trusted and Independent Third Party

  by Ronni Marshak

  Consumers are often resistant to buying from manufacturer’s Web sites. What can you do establish trust and increase your sales?
  Apr. 17, 2003

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• What Does Availability Actually Mean?

  Weighing Five 9s, Customer Experience, Business Results, and the IT Report Card

  by Susan Aldrich

  Availability may be Five 9s, but what did we actually measure? Why?
  Apr. 10, 2003

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• Chordiant 5

  How Chordiant’s CRM Suite Stacks Up Against Our Framework for Evaluating Multi-Channel CRM Solutions

  by Mitchell Kramer

  This report assesses the functionality, administration, and Architecture of Chordiant 5 against our evaluation and comparison framework for the multi-channel CRM.
  Apr. 3, 2003

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• HP’s Web Services Management Game Plan

  Be the Keystone for Web Services Management Standards and Technology

  by Susan Aldrich

  HP has a Web Services game plan designed to keep HP in the forefront of Web Services management technology and standards.
  Apr. 3, 2003

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• AmberPoints Web Services Backplane Solutions

  Management Foundation and Service Level Manager Control Quality of Service and Access

  by Susan Aldrich

  AmberPoint’s Web Services management solutions are tops for business visibility and flexibility.
  Mar. 27, 2003

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• Taking Portals Offline

  BackWeb ProactivePortal Enables Almost Seamless Offline Portal Usage

  by David Marshak

  BackWeb ProactivePortal provides the ability to synchronize portals for offline use.
  Mar. 27, 2003

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• The Future of Marketing and Branding

  What Can We Learn from Watching 8- to 14-Year-Olds Interact with Markets and Brands around the World?

  by Patricia Seybold

  Introducing a seminal global study on 8- to 14-year-old consumers. You’ll learn how today’s tween-agers will set the pace for tomorrow’s marketing and brand strategies.
  Mar. 27, 2003

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• Epiphany E.6

  How E.piphany’s CRM Suite Stacks Up against Our Framework for Evaluating Multi-Channel CRM Solutions

  by Mitchell Kramer

  This report assesses the functionality, administration, and Architecture of E.piphany E.6 against our evaluation and comparison framework for multi-channel CRM.
  Mar. 20, 2003

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• SAS Moves Up-Market

  Continuing the Migration from Tools to Solutions

  by Mitchell Kramer

  SAS Institute has articulated a vision to “become the strategic business intelligence and analytic applications supplier.” This report presents our take on SAS’s vision and on whether SAS can achieve it.
  Mar. 20, 2003

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• Understanding Your Next Generation Customers

  How Do Tweens Feel about Brands?

  by Patricia Seybold

  Today’s tweens (ages 8-14) are tomorrow’s customers and employees. It’s important to understand how they react to branding.
  Mar. 20, 2003

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• Supporting the Partner Channel

  Education and Services Can Help Partners Truly Add Value, Keeping Them and Customers Satisfied

  by Patricia Seybold

  A well-educated and well-supported partner will help you make more sales.
  Mar. 13, 2003

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• The Future of Lotus

  Does It Have One? Does It Matter?

  by David Marshak

  IBM is redefining the Lotus brand, products, and organization. Will this matter to customers?
  Mar. 13, 2003

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• Data Warehouse Databases

  Our Framework for Evaluating and Comparing Products that Implement Data Warehouses

  by Mitchell Kramer

  This reports documents a framework for evaluating data warehouse databases. The framework has been designed to simplify the effort and reduce the risk to select the data warehouse database that is best for you.
  Mar. 6, 2003

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• Sony Broadband Services Builds Web Services Infrastructure

  Services-Based Architecture Enables Interoperability and Cost Savings

  by Susan Aldrich

  Sony Broadband Services has implemented a framework for interoperability, based on Web Services, which also supports evolution to a services-based Architecture.
  Mar. 6, 2003

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• How to Think about Portals

  Why "Lipstick on a Pig" Isn't Such a Bad Idea!

  by Patricia Seybold

  Portals are more than a thin veneer on top of a set of disparate applications.
  Feb. 27, 2003

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• The Network Effect

  Weaving the Semantic Web of information

  by Patricia Seybold

  No matter what business you're in, you should be aware of emerging standards in cross-referencing digital assets.
  Feb. 27, 2003

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