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High Tech, Science & Engineering

• Apple’s Lessons for the Rest of Us

  Customer-Led Innovation

  by Patricia Seybold

  Apple’s iPod strategy is paying off brilliantly. The popular iPod, with its iTunes legal music library, has created a halo effect for the rest of Apple’s computer business.
  Jan. 27, 2005

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• Online Meeting Services Comparison Matrix

  Comparing Services and Products from Convoq, Genesys Conferencing, IBM, Macromedia, Microsoft, Oracle, Raindance, and WebEx against Our Evaluation Framework

  by David Marshak

  In this report, we summarize our framework-based evaluations of eight online meeting products in the form of a matrix.
  Oct. 21, 2004

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• Microsoft's Roadmap for Windows

  Getting to Longhorn without Detours

  by Michael Goulde

  Microsoft’s latest shift in plans for the next version of its Windows desktop and server operating systems reflects the challenge the company faces in developing and executing plans. Customer planning suffers a setback each time Microsoft announces these
  Sep. 30, 2004

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• Putting E-Learning in the Context of Customers Scenarios

  How Organizing Instructional Content for Just-in-Time Learning Enhances Customer Support

  by Geoffrey Bock

  Whether they are customers, business partners, or employees, adult learners in business situations seek solutions to their work-related issues.
  Sep. 23, 2004

  Strategies

  

• Online Meeting Pricing Models for the Top Providers

  Heated Competition Leads to Lower Prices and More Options

  by David Marshak

  In this report, we define the dominant online meeting pricing models and look at the current models and prices of the leading providers.
  Aug. 19, 2004

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• IM Détente

  Solves Key Problems, but Doesn’t End IM Wars

  by David Marshak

  The announcement from Microsoft, AOL, and Yahoo! marks the end of the IM wars…or does it?
  Jul. 22, 2004

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• HP Provides Cross-Channel Inventory Visibility

  Responding to the Moment of Truth: 'Where Is This Product in Stock?'

  by Patricia Seybold

  One of customers' "moments of truth" in deciding which product to buy is knowing where the product is in stock and how soon they can receive it. Hewlett-Packard's Internet marketing group has partnered with Channel Intelligence to provide near-real-time
  Jul. 1, 2004

  Strategies

  

• Using Search Engines to Find New Customers at the American Institute of Physics

  Scientific Publisher Combines Findability with 'Buy by the Piece' to Grow Its Customer Base

  by Susan Aldrich

  The American Institute of Physics achieved a breakthrough in findability—and conversion—by creating a new platform and using search engines.
  Mar. 4, 2004

  Strategies

  

• Learning about Emergent Learning, Part 2

  Early Civilian Adopters of After Action Reviews: Shell Oil, Harvey-Davidson, Geerlings & Wade

  by Marilyn Darling

  How do you transform your organization into a learning organization? Shell Oil, Harley-Davidson, and Geerlings & Wade are three companies that have been early adopters in the use of After Action Reviews (AARs) to foster organizational learning.  This art
  Feb. 19, 2004

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• IBM Delivers Clear Messages on the Future of Lotus Technologies

  Report from Lotusphere 2004

  by David Marshak

  IBM used Lotusphere 2004 to provide a concise roadmap for the future of its Notes/Domino and Workplace product families.
  Feb. 5, 2004

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• 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

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• 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

  

• Gathering Customers' Real Requirements

  Uncovering Customers' Moments of Truth

  by Patricia Seybold

  Gathering customer requirements can be tough. Particularly if customers can't envision the possibilities of how they might reach their outcomes in a dramatically different way.
  Jul. 3, 2003

  Strategies

  

• What about the Customers?

  Differences in Architecture Will Make Conversion from PeopleSoft to Oracle High Cost and High Risk

  by Mitchell Kramer

  Oracle’s announced acquisition of PeopleSoft will force PeopleSoft customers to convert from PeopleSoft 8 to Oracle EBS 11i, a conversion that, due to differences in Architecture, will result in major costs and high risk.
  Jun. 19, 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

  Strategies

  

• 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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• Protecting Your Digital Assets

  Technical Journal Publishers Lead the Way Using Digital Object Identifiers (DOIs)

  by Patricia Seybold

  The DOI standard for uniquely tagging digitized assets is in widespread use by journal publishers.
  Feb. 13, 2003

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• Understanding Digitization: Trends in Business Models

  Important Lessons from Scientific, Medical, and Technical Publishing

  by Patricia Seybold

  Technical journal publishers have come up with new business models to for generating revenues from digital assets.
  Feb. 6, 2003

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• 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

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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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