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Customer Service, CRM, Customer Portals

• 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

  

• FAST Data Search V 4.0 Self-Service and Support Search Solution

  Pipelines, Information Management, and Dynamic Navigation

  by Susan Aldrich

  FAST Data Search stacks up very well against our self-service and support solution evaluation framework.
  Sep. 16, 2004

  All Members

  

• Framework for Evaluating Cross-Channel, Cross-Lifecycle Customer Service Products

  How to Evaluate Solutions That Support a Great End-to-End Customer Experience

  by Mitchell Kramer

  This report presents our framework for evaluating cross-channel, cross-lifecycle customer service products.
  Sep. 9, 2004

  All Members

  

• May I Help You?

  Serve Your Customers across All of Your Channels and All of the Phases of Their Lifecycles

  by Mitchell Kramer

  When we say customer service, we mean simply delivering a customer experience that helps your customers do business with you. Your customers want that help on every channel through which they interact with you and at every phase of the lifecycle of their
  Sep. 2, 2004

  All Members

  

• Self-Service and Support Search Solution RFP Template

  Patricia Seybold Group's Template for Preparing an RFP

  by Susan Aldrich

  You can write a great Self-Service and Support Search Solution RFP in a short time using our outline and the Self-Service and Support Search Solution Evaluation Framework, and following our guidance.
  Sep. 2, 2004

  All Members

  

• InQuira Self-Service and Support Search Solution

  Advanced Linguistics, Dynamic Navigation, and Classification

  by Susan Aldrich

  InQuira 6.5, a premium search engine, stacks up well against our self-service and support search solution evaluation framework.
  Aug. 12, 2004

  All Members

  

• Endeca ProFind V4.5 Self-Service and Support Search Solution

  Dynamic Navigation, Team Support, and Concept Classification

  by Susan Aldrich

  Endeca ProFind, a premium search engine, stacks up well against our Product Search Evaluation Framework.
  Aug. 5, 2004

  All Members

  

• EasyAsk for Commerce V.9.1 Self-Service and Support Search Solution

  Advanced Linguistic Processing, Dynamic Navigation, and Federation

  by Susan Aldrich

  EasyAsk for Commerce capabilities stack up well against our self-service and support search evaluation criteria.
  Jul. 29, 2004

  All Members

  

• iPhrase OneStep V. 4.7 Self-Service and Support Search Solution

  Advanced Search and Navigation, Email Deflection, and Analytics

  by Susan Aldrich

  iPhrase OneStep’s capabilities stack up well against our self-service and support search evaluation criteria.
  Jul. 22, 2004

  All Members

  

• Microsoft CRM 1.2

  Entry-Level Sales and Customer Service on Assisted Channels

  by Mitchell Kramer

  This report presents our analysis of Microsoft CRM 1.2 against our framework for evaluating cross-channel CRM products and product suites.
  Jul. 15, 2004

  All Members

  

• Cross-Channel CRM

  A Framework for Evaluating Architecture, Channel Support, and Functionality

  by Mitchell Kramer

  This report describes our framework for evaluating the Architecture, channel support, and functionality of CRM products, critical factors in CRM product selection.
  Jul. 1, 2004

  All Members

  

• Self-Service and Support Search Solution Evaluation Framework

  Criteria for Selecting Search, Navigation, and Discovery Solutions for Customer and/or Partner Self-Service and Support

  by Susan Aldrich

  To help you choose the right self-service and support search solution and avoid a costly mistake, we’ve developed the Self-Service and Support Search Solutions Evaluation Framework.
  Jun. 17, 2004

  All Members

  

• Customer Data Mining

  You Can't Afford Not to Be Mining Your Customer Data

  by Mitchell Kramer

  In customer data mining, the data from which patterns or models are discovered or extracted represent the business that you do with your customers, as well as information about them and the relationships that they have with you.
  May. 27, 2004

  All Members

  

• Oracle Customer Intelligence

  Helping Executives and Managers Understand Customer Relationships

  by Mitchell Kramer

  This report evaluates the Customer Intelligence product modules of Oracle E-Business Intelligence against our evaluation framework for customer relationship analytic applications.
  May. 20, 2004

  All Members

  

• MicroStrategy Customer Analysis

  A Starter Kit for Building Flexible Analytic Applications

  by Mitchell Kramer

  This report evaluates the Customer Analysis module of the MicroStrategy BI Developer Kit against our evaluation framework for customer relationship analytic applications.
  May. 13, 2004

  All Members

  

• KXEN Analytical Framework 3.0

  Data Mining Made Much Easier

  by Mitchell Kramer

  This report evaluates KXEN Analytic Framework 3.0 against our evaluation framework for customer relationship analytic applications.
  Apr. 22, 2004

  All Members

  

• Marketswitch TRUE Optimization Suite 4.7

  Customer Relationship Analytic Applications that Improve Marketing Effectiveness and Efficiency

  by Mitchell Kramer

  This report evaluates the Marketswitch TRUE Suite against our evaluation framework for customer-centric analytic applications.
  Mar. 18, 2004

  All Members

  

• BusinessObjects Customer Intelligence Customer Analytics 6.1

  Easy to Use Analytic Applications for Understanding Customer Behavior

  by Mitchell Kramer

  This report evaluates the Customer Analytics module of BusinessObjects Customer Intelligence against our evaluation framework for customer-centric analytic applications.
  Feb. 26, 2004

  All Members

  

• Designing a Customer-In CMR Environment

  Start by Making it Easy for Customers to Manage their Relationships with Your Firm; Then Worry about Managing Your Relationships with Them

  by Patricia Seybold

  We have a unique opportunity to rethink our own information systems from scratch, we start from the outside in: with customer self-service, customer profile management, and customer transaction management.
  Jan. 22, 2004

  All Members

  

• CRM in 2004

  Our Predictions for the Year Ahead

  by Mitchell Kramer

  This report presents our prediction for CRM in 2004. We think that CRM will be a growth area.
  Jan. 8, 2004

  All Members