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Customer Information & CRM

• Facebook Tries to Clean Up Its Privacy Act

  Can Facebook Users Really Expect Any Privacy Protections?

  by Patricia Seybold

  Will Mark Zuckerberg pay attention to customers' desire to control the information they share through applications that connect with the Facebook platform?
  Oct. 14, 2010

  All Members

  

• Dell Support Fails at Providing a 360-Degree View

  Customer-Facing Employees Don’t Seem to Share Customer Context or Company Policy Information

  by Ronni Marshak

  Providing a 360-degree view of all your customer interactions to your customers is vital. But you also have to provide a 360-degree of your internal policies and processes to all customer-facing employees. Dell didn't do that with unhappy results.
  Sep. 9, 2010

  All Members

  

• How to Approach Customer Experience Management

  An Overview of Patricia Seybold Group’s Recommended Game Plan

  by Patricia Seybold

  In this report, you’ll learn how the Patricia Seybold Group defines and approaches customer experience management.
  May. 27, 2010

  All Members

  

• Customer Service Company and Product Update 4Q2009

  A Very Good 4Q2009 for Knowledge Management-Based Customer Service

  by Mitchell Kramer

  This report details the 4Q2009 customer growth, financial performance, product activity, and company activity of the 10 leading KM-based customer service suppliers.
  Mar. 11, 2010

  Technologies

  

• AIP UniPHY: Creating a Professional Social Network

  How the American Institute of Physics Is Creating Value Add for Its Members

  by Patricia Seybold

  How do you build a social network for professionals? The American Institute of Physics is paving the way by pre-populating the profiles and network connections of physics experts based on the research papers these experts have co-authored.
  Mar. 4, 2010

  Strategies

  

• Provide a 360-Degree View of Each Customer's Context

  Making Complete Customer Information Available to Customers as They Address Their Scenarios

  by Ronni Marshak

  Organizations that allow customers to access, update, organize, and enhance all the information you have about them are primed to keep customers happy long term.
  Feb. 25, 2010

  Strategies

  

• IBM's Enterprise Content Management Strategy: Bigger than ERP?

  Broader and Deeper; Redefines Both Content and Management

  by Susan Aldrich

  IBM's Enterprise Content Management (ECM) strategy is big—very big. And that’s good news for customers.
  Nov. 25, 2009

  Technologies

  

• Who "Owns" Your Medical Records

  Whose Data Is It?

  by Patricia Seybold

  An organization called Health Data Rights has published five principles for the basic human right to access and to understand your own healthcare data and information.
  Jul. 8, 2009

  All Members

  

• Rethinking CRM: Provide Customers the Information They Care about in a Seamless Fashion

  Customers Don’t Want to Be Managed; They Do Want Good Experiences and Outcomes

  by Patricia Seybold

  The secret to a successful CRM strategy is a seamless cross-touchpoint, cross-channel and cross-lifecycle experience. Let your customers manage their relationships with you, not vice versa. Focus first on customer service, not on sales or marketing.
  Aug. 21, 2008

  Strategies

  

• How Should You Manage Customer and Partner Portals?

  Roles and Responsibilities You'll Need for Your Customer-Centric Organization

  by Patricia Seybold

  This PSG Classic report presents the do’s and don’t’s of managing customer and partner portals. Although written several years ago, the rules of thumb presented still hold true and are perhaps even more applicable to today’s portal environments.
  Dec. 6, 2007

  Strategies

  

• Partner Portals Should Be Combined with Customer Portals

  Why Not Design Your Partner Portals to Surround and Complement Your Customer Portals?

  by Patricia Seybold

  Partner portals and customer portals should be designed and managed together. The information and resources that partners need overlap with the information and resources customers want and need.
  Oct. 4, 2007

  Strategies

  

• 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

  

• Customer Support: Success with Knowledge Management

  Best Practices from Fujitsu Siemens, Moeller Group, Nokia Siemens Networks, Siemens A&D, Siemens SIS, O2, and Versatel

  by Susan Aldrich

  Seven companies share their success stories in automating the creation and use of knowledge assets for customer service.
  Jun. 7, 2007

  All Members

  

• Provide a 360-Degree View of the Customer Relationship

  Leading the Way to Customer Loyalty and Profitability

  by Patricia Seybold

  The fourth critical success factor originally introduced in Customers.com is “Provide a 360-degree view of the customer relationship.”
  Jan. 25, 2006

  All Members

  

• Concerns of Customer Visionaries in Q4 2005

  Visionary Customer-Centric Executives Are Tackling Next-Generation E-Business Challenges

  by Patricia Seybold

  Learn what’s top-of-mind for customer-centric e-business executives as they head into 2006. What lessons have they learned? What issues are they facing? What initiatives lie ahead?
  Dec. 15, 2005

  Strategies

  

• Federated Customer Information

  A Practical Approach to Breaking through Customer Information Silos

  by Mitchell Kramer

  Customer information is the key to delivering a cross-channel, cross-lifecycle customer experience that makes it easy for your customers to do business with you. In this report, we describe a best practices approach for harnessing customer information.
  Dec. 8, 2005

  Strategies

  

• Northern Light Enterprise Search Engine V.3.0

  Low Price, High Value, and Programmer Friendly

  by Susan Aldrich

  Northern Light Enterprise Search Engine V.3.0 stacks up well against our enterprise search evaluation criteria.
  Jun. 23, 2005

  All Members

  

• Content Management Goes Back to the Future

  Content Management Is Evolving Today as Data Management Did Twenty-Five Years Ago

  by Mitchell Kramer

  What is the future of content management? Just look at data management’s past.
  May. 19, 2005

  All Members

  

• What Are Customer Experience Best Practices?

  Summary of Our Findings from the APQC Total Customer Experience Benchmark and a Report Card for You

  by Patricia Seybold

  Here’s our high-level summary of the best practices that we discovered in a recent conference conducted by the American Productivity and Quality Council between 10/04 and 4/05. We include a Customer Experience Report Card you can use to rate yourselves.
  Apr. 28, 2005

  Strategies

  

• Customer Portals: Central to Your Customer Experience Strategy

  Customer Portals Support Your Customers throughout Their Lifecycles

  by Patricia Seybold

  There are three reasons why customer portals are hot: 1) you save money; 2) you increase customer satisfaction, loyalty, and profitability; and 3) you gain visibility into customers’ account information, their needs, and their preferences.
  Jan. 27, 2005

  Strategies