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• Web Services Backplane: Infrastructure for Web Services

  Provides Model for Web Services Architecture and Value Proposition

  by Susan Aldrich

  The Web Services Backplane is the most critical investment category for Web Services.
  Jan. 2, 2003

  All Members

  

• Amazon.com: Retailers’ Friend or Foe?

  How Amazon Stacks Up as a Retail Partner

  by Patricia Seybold

  Amazon.com moves from online retailer to offering merchandising and marketing partnerships with other retailers.
  Dec. 19, 2002

  All Members

  

• What Customer-Centric Executives Need to Know about Portals:

  A Customer-Driven Approach

  by David Marshak

  Customer-centric executives should adopt portals as the latest tool in their arsenal for managing the customer experience.
  Dec. 13, 2002

  All Members

  

• Lands’ End Brings the Softer Side to Sears

  How the Lands’ End/Sears Combo Stacks Up as a Multi-Channel Retailer

  by Patricia Seybold

  We’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.
  Dec. 13, 2002

  All Members

  

• 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 Marshak

  FleetBoston has real problems with cross-touchpoint consistency in customer service.
  Dec. 13, 2002

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• Portal Framework

  Our Framework for Evaluating and Comparing Portal Platforms

  by David Marshak

  We present our framework for evaluating portal platform products. The framework enables product-to-product comparisons on functionality, services, and architectural levels.
  Dec. 12, 2002

  All Members

  

• Aprimo Marketing 5.5

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

  by Mitchell Kramer

  This report evaluates Aprimo Marketing from Aprimo Incorporated against our evaluation framework for campaign management.
  Dec. 5, 2002

  All Members

  

• Lessons Learned from Analyzing Web Services Deployment Environments

  Retrospective Thoughts on a Web Services Research Project

  by Susan Aldrich

  We conclude our research into eight leading Web Services Deployment Environments with a set of surprises and lessons learned.
  Dec. 5, 2002

  All Members

  

• The Bekins Company

  Moving into the Future with Web Services

  by David Marshak

  The Bekins Company has used a Web Services approach to create a virtual marketplace among its agents for tendering its home delivery.
  Nov. 27, 2002

  All Members

  

• Web Services: What Companies Cared About in 2002

  Results from Our First Web Services Survey

  by Susan Aldrich

  Our 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.
  Nov. 21, 2002

  All Members

  

• A Better Way to Measure ROI

  Measuring What Matters to Customers Drives Revenues & Reduces Redundant Overhead

  by Patricia Seybold

  In 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.
  Nov. 21, 2002

  All Members

  

• Customer Issues: Single Sign-On

  Pursuing the Holy Grail of Single Sign-On in a World of Complex Business Partnerships

  by Patricia Seybold

  Delivering Single Sign-On is a high priority for CIOs in 2003. It won’t be easy!
  Nov. 14, 2002

  All Members

  

• What Are The Issues Around Single Sign-On?

  Portal Q & A

  by David Marshak

  Addressing the question of single sign-on for portals is more difficult as the complexity of the portal increases.
  Nov. 14, 2002

  All Members

  

• How to Prioritize Your Roadmap Using Customer Experience & Value

  Rationalizing Your IT Services Across Projects and Business Units

  by Patricia Seybold

  Here’s a method for incorporating the Customer Experience into your IT planning.
  Nov. 7, 2002

  Strategies

  

• Teradata CRM 4.2

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

  by Mitchell Kramer

  This report evaluates Teradata CRM from Teradata, a Division of NCR, against our evaluation framework for campaign management.
  Oct. 24, 2002

  All Members

  

• Common Pitfalls to Avoid in CRM

  Think Customer-Managed Relationships (CMR) First and You’ll be On the Right Track

  by Patricia Seybold

  Many 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.
  Oct. 24, 2002

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• Web Services: Doomed and Critical to Success

  Gotta Have ’em, but They Ain’t up to CORBA Yet

  by Susan Aldrich

  Early adopters are disappointed in Web Services offerings, but they are still investing heavily with an eye to the future.
  Oct. 17, 2002

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• The Amazon/Office Depot Relationship for Selling Computer Components

  Offering a Seamless Customer Experience across Multiple Business Partners

  by Geoffrey Bock

  Amazon 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.
  Oct. 10, 2002

  All Members

  

• The Next Big Thing: Adaptive Business Process Management

  Making Processes Reflect the Dynamic Nature of Business Today

  by Patricia Seybold

  Static business processes cannot address continually-changing customer requirements.
  Oct. 10, 2002

  All Members

  

• 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 Seybold

  This report focuses on how to design your IT projects around the needs of your customers.
  Oct. 10, 2002

  All Members