Articles
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Web Services Backplane: Infrastructure for Web Services
Provides Model for Web Services Architecture and Value Proposition
by Susan AldrichThe Web Services Backplane is the most critical investment category for Web Services. -
Amazon.com: Retailers’ Friend or Foe?
How Amazon Stacks Up as a Retail Partner
by Patricia SeyboldAmazon.com moves from online retailer to offering merchandising and marketing partnerships with other retailers. -
What Customer-Centric Executives Need to Know about Portals:
A Customer-Driven Approach
by David MarshakCustomer-centric executives should adopt portals as the latest tool in their arsenal for managing the customer experience. -
Lands’ End Brings the Softer Side to Sears
How the Lands’ End/Sears Combo Stacks Up as a Multi-Channel Retailer
by Patricia SeyboldWe’ve identified eight core competencies that we believe multi-channel retailers need to master in order to thrive in the Customer Economy. Sears, with its recent acquisition of Lands’ End, stacks up pretty well on all eight counts. -
Challenges in Supporting Customer Scenarios® Across Multiple Touchpoints
Following Up on Fleet’s Focus on Customer Service: Personnel Doing a Fine Job, but Voice Response System in Desperate Need of Enhancement
by Ronni MarshakFleetBoston has real problems with cross-touchpoint consistency in customer service. -
Portal Framework
Our Framework for Evaluating and Comparing Portal Platforms
by David MarshakWe present our framework for evaluating portal platform products. The framework enables product-to-product comparisons on functionality, services, and architectural levels. -
Aprimo Marketing 5.5
How Aprimo’s Offering Stacks Up against Our Campaign Management Framework
by Mitchell KramerThis report evaluates Aprimo Marketing from Aprimo Incorporated against our evaluation framework for campaign management. -
Lessons Learned from Analyzing Web Services Deployment Environments
Retrospective Thoughts on a Web Services Research Project
by Susan AldrichWe conclude our research into eight leading Web Services Deployment Environments with a set of surprises and lessons learned. -
The Bekins Company
Moving into the Future with Web Services
by David MarshakThe Bekins Company has used a Web Services approach to create a virtual marketplace among its agents for tendering its home delivery. -
Web Services: What Companies Cared About in 2002
Results from Our First Web Services Survey
by Susan AldrichOur 2002 survey of customers’ Web Services plans and investments indicated rapid adoption and a range of investments—particularly in customer-impacting applications and application integration. -
A Better Way to Measure ROI
Measuring What Matters to Customers Drives Revenues & Reduces Redundant Overhead
by Patricia SeyboldIn the Customer Economy, the only way to gain budget approval is to measure the time and costs you save your customers and justify your IT expenditures based on the increased revenues and customer retention you’ll gain. -
Customer Issues: Single Sign-On
Pursuing the Holy Grail of Single Sign-On in a World of Complex Business Partnerships
by Patricia SeyboldDelivering Single Sign-On is a high priority for CIOs in 2003. It won’t be easy! -
What Are The Issues Around Single Sign-On?
Portal Q & A
by David MarshakAddressing the question of single sign-on for portals is more difficult as the complexity of the portal increases. -
How to Prioritize Your Roadmap Using Customer Experience & Value
Rationalizing Your IT Services Across Projects and Business Units
by Patricia SeyboldHere’s a method for incorporating the Customer Experience into your IT planning. -
Teradata CRM 4.2
How Teradata’s Offering Stacks Up against Our Campaign Management Framework
by Mitchell KramerThis report evaluates Teradata CRM from Teradata, a Division of NCR, against our evaluation framework for campaign management. -
Common Pitfalls to Avoid in CRM
Think Customer-Managed Relationships (CMR) First and You’ll be On the Right Track
by Patricia SeyboldMany CRM initiatives aren't gaining traction because they've been implemented poorly. We've found eight common problems that keep CRM efforts from taking off. -
Web Services: Doomed and Critical to Success
Gotta Have ’em, but They Ain’t up to CORBA Yet
by Susan AldrichEarly adopters are disappointed in Web Services offerings, but they are still investing heavily with an eye to the future. -
The Amazon/Office Depot Relationship for Selling Computer Components
Offering a Seamless Customer Experience across Multiple Business Partners
by Geoffrey BockAmazon and its business partners are raising the bar in multi-party-merchandising of commodity products. Amazon, Tech Depot, and Viking Components each provide essential content to create a seamless customer experience. -
The Next Big Thing: Adaptive Business Process Management
Making Processes Reflect the Dynamic Nature of Business Today
by Patricia SeyboldStatic business processes cannot address continually-changing customer requirements. -
Implementing & Refining IT Projects
Today’s IT Customers Care Most about Speed and Ease of Implementation and Integration, Best Practices, and Learning from Others
by Patricia SeyboldThis report focuses on how to design your IT projects around the needs of your customers.
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