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• IBM's WebSphere Portal Express for Medium Businesses:

  Its Goal: To Lower Cost and Complexity Barriers

  by David Marshak

  IBM introduces WebSphere Portal Express, a portal offering aimed at small and medium business.
  Oct. 3, 2002

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• Good, Old-Fashioned, Customer Service

  Just Keep Your Promises, and You’re Almost There!

  by Ronni Marshak

  Even a no-tech example can showcase best practices in providing customer service.
  Oct. 3, 2002

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• Portal Q & A

  If You Build it, Will They Come?

  by David Marshak

  The answer to how do you train portal users depends on whether you are building Workspace portals or Resource Portals.
  Oct. 3, 2002

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• Content Management: What Organizations Care About

  Results from Our Content Management Survey

  by Geoffrey Bock

  We conducted a survey of our customers to identify and describe key trends for content management systems.
  Sep. 26, 2002

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• High Tech Companies Grade themselves on the Quality of Customer Experience they Offer

  Different Results According to Different Roles

  by Susan Aldrich

  How you evaluate yourself on how well you provide a Quality of Customer Experience seems to depend on what your role is in your organization. See how executives at high-tech companies rated themselves.
  Sep. 22, 2002

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• Campaign Management

  Our Framework for Evaluating and Comparing Campaign Management Applications

  by Mitchell Kramer

  Our framework for evaluating campaign management applications can help you select the product that’s best for you.
  Sep. 19, 2002

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• BPR for CRM?

  Whose Business Processes Are You Redesigning? Make Sure It’s the Ones that Customers Care About!

  by Patricia Seybold

  Best practices in CRM are an alluring goal, but make sure you start with processes that the customers care about.
  Sep. 19, 2002

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• Cysive Applies Web Services to Create Flexible Business Scenarios

  Cymbio Interaction Server V2 Connects Users and Devices to an Orderly Back-End Façade

  by Susan Aldrich

  Cysive’s Cymbio Interaction Server is a high-end interaction and business process composition environment that uses Web Services standards as the base for creating a uniform façade for all application assets.
  Sep. 19, 2002

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• The State of Portlet Standards:

  Clearing Up the Confusion

  by David Marshak

  Major steps are being taken to bring standards into building Portlets, including a common Java API and a remote Portlet extension to Web Services.
  Sep. 12, 2002

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• Winning Back Customers

  A Renewed (or, Perhaps, First-Time)

  by Ronni Marshak

  FleetBoston is improving its customer service with its Winning Gold initiative.
  Sep. 12, 2002

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• Web Services Sell Groceries at Tesco.com

  New Approach Provides Rich Customer Experience and Future-Proofs the Home-Shopping Application

  by Susan Aldrich

  Tesco.com, the world’s most successful Internet grocer, is using Web Services to reach customers via handhelds and desktops.
  Aug. 29, 2002

  All Members

  

• Why IT Architecture Is Important in the Selection of a CRM Solution

  Customers’ Changing Needs Dictate a Flexible, Adaptive, and Customer-Friendly CRM Infrastructure

  by Patricia Seybold

  Architecture has become a key consideration when evaluating CRM offerings. Often, IT architects are the key influencers in the decision-making process.
  Aug. 29, 2002

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• On Adaptive Portals and Contextual Collaboration:

  Is It the Perfect Match?

  by David Marshak

  Portals and collaboration are both evolving to be adaptive and contextual and will eventually both be services that support customer scenarios.
  Aug. 15, 2002

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• What’s Your Portal Strategy?

  How to Position Portals within Your Overall IT and E-Business Strategy

  by Patricia Seybold

  Here’s the best way to plan your portal strategy. Leverage your existing e-business initiatives and use portals to bring together the key customer scenarios that each set of constituents needs.
  Aug. 8, 2002

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• Oracle Enters Collaboration Race:

  Oracle Will Soon Offer an Alternative to Microsoft Exchange; Will Anyone Migrate?

  by David Marshak

  Oracle will release an e-mail and collaboration product later this year that is technologically competition to Microsoft Exchange and IBM’s Lotus Domino. The company, however, faces an uphill battle trying to dislodge these entrenched market leaders.
  Jul. 25, 2002

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• The Future of Contact Centers

  Rather than Going Away, They Will Be a Point of Consolidated Information and Functionality

  by Ronni Marshak

  Contact center solutions today provide a key set of capabilities which will, in the future, need to be enhanced to meet customer needs.
  Jul. 18, 2002

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• Who "Owns" the Customer in Your Company?

  Announcing our Customer Manifesto. Your Customers Will Soon Resolve Your Company’s Territorial Conflicts—Are You Ready?

  by Patricia Seybold

  Customers are demanding control over their relationships and their information. We summarize these demands in our Customer Manifesto and offer implementation tips, best practices, and six steps to success.
  Jul. 18, 2002

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• Portals: What Companies Care About

  Results from Our Portal Survey

  by David Marshak

  We present and analyze the results of our survey on portals. This includes the drivers and target audiences, the vendors being used, and, most importantly, the key issues around portals.
  Jun. 20, 2002

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• The CRM Paradox

  When a 360 Degree View Doesn't Give a Complete Picture

  by Ronni Marshak

  There is an emerging paradox: customers frequently can get more information than can the employees whose jobs are to help them.
  Jun. 20, 2002

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• Why Build Web Services Using Vendor-Provided Core Services?

  Lessons in SOA

  by Susan Aldrich

  The value of Web Services derives in part from adopting Service Oriented Architectures (SOA) based on layers of shared core services. Should you use vendors' versions of core services or build your own?
  Jun. 6, 2002

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