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B2B and B2C Marketing

• Unisfair Helps Enterprises Increase Lead Generation Activities

  Version 9.0 of the Unisfair Virtual Engagement Platform Lets Customers Self-Select Their Interests on Their Time Schedules

  by Ronni Marshak

  Unisfair offers an always-on, multi-venue, virtual environment that mimics the feel and navigation of trade shows. Your customers self-select what they are interested in, and, because their online activities are tracked, your company gets better leads.
  Mar. 10, 2010

  Strategies

  

• RichRelevance Recommendations

  Dynamic, Automated Optimization of 40 Recommendation Strategies

  by Susan Aldrich

  If you are in retail ecommerce, RichRelevance’s RichRecs should be on your short list. RichRecs automatically selects the best of its 40 recommendation strategies to meet the merchant’s stated goals.
  Feb. 4, 2010

  All Members

  

• Recommendation Evaluation Framework, Version 1

  Evaluating Recommendation Engines, Platforms or Services

  by Susan Aldrich

  Recommendations are hot, solving problems from order size to search to personalization. We identify the key criteria for selecting a recommendation solution.
  Jan. 7, 2010

  All Members

  

• The Customers.com Evaluation Framework for Campaign Management Applications

  Speed and Simplify Your Selection of This Critical Customer Experience Component

  by Mitchell Kramer

  Campaigns are a critical customer experience component. The Customers.com Evaluation Framework for Campaign Management Applications will speed and simplify your selection of the campaign management offering best for your organization.
  Aug. 27, 2009

  All Members

  

• Keys to E-Merchandising Success in Troubled Economic Times

  Help Customers Make Wise Buying Decisions and You Will Foster Loyalty

  by Ronni Marshak, Martha Frey

  In these hard economic times, you need to make it as easy for your customers to find, choose, and buy your products. Ten e-merchandising best practices are presented in this report.
  Nov. 13, 2008

  All Members

  

• End-to-End Search Marketing and Customer Experience

  Summary of Survey Results

  by Susan Aldrich

  Making the most of your search opportunity isn’t simple, but there are steps you can take to optimize your customers’ search experience and reap increased and more profitable revenue as a result.
  Jun. 26, 2008

  Strategies

  

• Five Principles of Customer Engagement

  How to Connect More People to the Products They Need

  by Susan Aldrich

  In the uncertain economy of 2008, customer engagement may prove to be the key to retail success. Our five principles are tried and true approaches that can help you produce a fresh, engaging experience.
  Feb. 28, 2008

  All Members

  

• Why CRM Is the Wrong Answer to the Wrong Question

  Are You Investing in the Right Stuff?

  by Patricia Seybold

  CRM applications do a lousy job of addressing the strategic customer issues that every organization faces. If you’re in the process of yet another round of CRM improvements, perhaps it’s time to take a fresh look at what your strategy really should be.
  Jul. 12, 2007

  All Members

  

• Bloomingdales.com

  Merchandising and Customer Experience

  by Susan Aldrich

  Bloomingdales.com achieves a high score when measured against Patricia Seybold Group’s E-Merchandising Framework.
  Apr. 27, 2006

  Strategies

  

• Macys.com

  Merchandising and Customer Experience

  by Susan Aldrich

  Macys.com achieves a high score when measured against Patricia Seybold Group’s e-merchandising framework.
  Apr. 13, 2006

  Strategies

  

• E-Merchandising Framework

  Applying the 4 Es for Customer Ease

  by Susan Aldrich

  Emerchandising should be a basic skill set in every ecommerce organization. We offer a framework for organizing your emerchandising efforts.
  Jan. 19, 2006

  All Members

  

• Target the Right Customers

  The First Step in Making It Easy for Customers to Do Business with You

  by Patricia Seybold

  Of the eight critical success factors originally introduced in Customers.com, “Target the right customer” is the first step towards making it easy for customers to do business with you.
  Oct. 20, 2005

  Strategies

  

• Branded Customer Service

  Barlow and Stewart Promote a Strong Linkage between Brand and Customer Service

  by Patricia Seybold

  This book educates you about the differences between on-brand and off-brand customer service delivery.
  Sep. 29, 2005

  All Members

  

• Campaign Management at Nationwide Building Society

  Improving the Cross-Channel, Cross-Lifecycle Customer Experience

  by Mitchell Kramer

  This report is a case study that examines Nationwide Building Society’s activities to select new campaign management technology, to bring campaign management development and delivery in-house, and to plan for expanding campaign activities.
  Sep. 15, 2005

  Strategies

  

• Selecting and Recruiting Customers for Customer Scenario® Mapping Sessions

  How to Identify and Solicit the Right End-Customers for Customer Co-Design Sessions

  by Patricia Seybold

  What’s the best way to recruit customers (and partners) for Customer Scenario® Mapping sessions? Here are suggestions for ways to build customer co-design into your normal activities. We also describe what kinds of customers to recruit, and how many.
  Jun. 9, 2005

  Strategies

  

• Nurturing Customer Loyalty in the B2B World

  Know and Nurture Your Internal Advocates

  by Patricia Seybold

  We spend a lot of our time these days working with the customer advocacy and customer experience teams at large software and systems companies.
  May. 26, 2005

  All Members

  

• Comergent E-Business System 6.4

  Marketing and Selling Complex Products Directly to Customers and Indirectly through Partners

  by Mitchell Kramer

  The Comergent E-Business System can help you deliver a customer experience across all the phases of the customer lifecycle and across Web and contact center touchpoints, either directly to end customers or indirectly through a multitier partner channel.
  Sep. 30, 2004

  All Members

  

• Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 2)

  Anticipating the "Moments of Truth" that Surface Consistently in B2B Customers' Scenarios

  by Patricia Seybold

  In many customer scenarios, there are common moments of truth that emerge despite differences in the customers' businesses. This report looks at those moments of truth that surface consistently in B2B select & buy scenarios.
  Jun. 17, 2004

  Strategies

  

• How AssetLink Manages Digital Assets for Delivering Total Customer Experiences

  Synchronizing Content and Business Processes for Cross-Channel Marketing Initiatives

  by Geoffrey Bock

  AssetLink focuses on marketing operations management. The company integrates its digital asset management capabilities with a workflow engine to support cross-channel marketing activities.
  Jun. 3, 2004

  All Members

  

• Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 1)

  Unpacking "Moments of Truth" that Surface Consistently in B2B Customers' Scenarios

  by Patricia Seybold

  Before you begin a Customer Scenario® Mapping exercise, you should capture the context of the scenario.
  Jun. 3, 2004

  Strategies