Social Networking
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Creative Virtual V-Person
An Offering from a Virtual Assisted-Service Pioneer
by Mitchell KramerCreative Virtual V-Person can help deliver very good virtual assisted-service on web, mobile, and social channels through strong knowledge management and reporting. Read our evaluation. -
Will Amazon.com Emerge as a Viable Gaming Platform?
Enabling Platform-Agnostic Social Gaming Customer Ecosystems
by Patricia SeyboldAmazon may provide the next major ecosystem for social gaming, challenging Facebook, Zynga, Apple, and Google. -
VirtuOz Intelligent Virtual Agent
Powerful and Flexible Cross-Channel, Cross-Lifecycle Virtual Assisted-Service
by Mitchell KramerVirtuOz Intelligent Virtual Agent can help deliver excellent virtual assisted-service, delivering direct or guided answers to customers’ questions or performing tasks in case management and CRM systems on behalf of customers. Read our evaluation. -
How to Think About Privacy and Managing Your Online Identity
Use Your Head and Use Your Manners
by Peter HorneHow should you manage your online identity in an era in which all your communications and activities are being tracked both online and offline? -
Managing Customer Innovation at Alaska Airlines
Alaska Airlines Combines Customer Innovation with E-Commerce & Mobile
by Patricia SeyboldAs Managing Director, AlaskaAir.com and Customer Innovation, Curtis Kopf combines ecommerce, mobile, and customer innovation in a single role focusing on giving information and control to customers in the areas of their lives they care about the most. -
KANA Experience Analytics
Powerful Analytics, Tight Integration with KANA Service Experience Management
by Mitchell KramerKANA Experience Analytics monitors, analyzes, and acts on customer conversations on the social web and customer conversations on internal channels. Analytics that categorize customer conversations and classify their sentiment are its key strength. -
Facebookâs Timeline: Seductive and Dangerous?
Applications Integrated into Timeline Track Everything that You and Your Friends Do
by Patricia SeyboldFacebook’s new Timeline is much more than a new user interface. It’s a seductive forced march designed to lead us all into a marketers’ nirvana in which our activities and life events are tracked. -
Unintended Risks of Using Facebook
Pay Attention to What Information, and Whose Information, You Are Sharing with Whom!
by Patricia SeyboldBe a good steward of your privacy and the privacy of your friends and family members on Facebook. Learn how applications are mining and analyzing your and your friends’ Facebook behavior and what you should know about those practices. -
Attensity Analyze and Attensity Respond
Multi-Channel Monitoring, Analysis, and Interaction
by Mitchell KramerAttensity Analyze and Attensity Respond provide multi-channel (social web and internal channel) monitoring, analysis, and interaction. Powerful, patented text analytics are the offerings’ key characteristic, strength, and differentiator. -
Salesforce Radian6
Social Network Monitoring, Analysis, and Interaction
by Mitchell KramerRadian6 is both a company—a division of Salesforce.com—and a social service platform that delivers social listening and interaction capabilities and, through the Radian6 Social Hub, integrates with Salesforce Service Cloud case and account management. -
The Next Big Thing: Customer Ecosystems
Six Secrets for Designing Business Networks Aligned To Help Customers Get Things Done
by Patricia SeyboldCustomer ecosystems are business networks that are aligned to help customers get things done—both the things they want to accomplish and the things they want to manage. We’ve found six keys to designing successful customer ecosystems. -
RightNow Social Experience
Monitoring, Analyzing, and Interacting in the Social Cloud
by Mitchell KramerRightNow Social Experience is the social-service component of the RightNow CX suite. It delivers social listening and interaction capabilities and integrates seamlessly with the CX’s case, knowledge, and account management capabilities. -
Salesforce.com Service Cloud Winter '12
Cross-Channel Case, Knowledge, Account, and Social Network Management
by Mitchell KramerSalesforce Service Cloud Winter ’12 addresses customer service requirements for B2B and B2C organizations of all sizes across many industries in all geographies; if you’re already a Salesforce Sales Cloud user, Service Cloud could be your best fit. -
Build Community Around "My Stuff"
How Will Online Communities and Social Networks Evolve?
by Patricia SeyboldOnline customer support communities and social networks need to be integrated into the tools that customers use to manage their stuff. -
Knova 8.0 from Consona
Knowledge Management, Customer Service Process Support, and Analytic Functionality
by Mitchell KramerKnova 8.0 is a strong customer service offering that provides case management and knowledge management capabilities across assisted-service, self-service, and social-service channels for on-premise or cloud deployment. -
Content Curation Evaluation Framework, Version 3
What to Consider When Evaluating Content Curation Platforms for Marketing
by Susan McKittrickContent curation enables marketers to associate a brand with the best thinking on an issue, monitor competitor activity, facilitate social media engagement, and foster community. -
ConnectedN's Content Curation for Social Media Engagement
Enabling Busy Subject Matter Experts to Deliver Valuable Content to Clients and Prospects
by Susan McKittrickContent curation for social media engagement. Product review of ConnectedN, a content curation platform that enables professionals to easily engage in social media conversations by making timely comments on relevant third-party content. -
Adobe's Online Marketing Suite
Adobe Omniture Summit 2011 Showcases Momentum, Tangible Progress Toward Aggressive Vision
by Susan McKittrickThe Adobe Omniture Summit 2011 marked a major step in evolution of the Adobe Online Marketing Suite. Gain a perspective on what’s needed and insight into Adobe’s offering. -
Why Quora Is Useful (and Addictive)
Crowdsourced Q&A Community Builds a Knowledge Repository
by Patricia SeyboldWhy is Quora a useful Q&A site for businesspeople and professionals and how should you use it? -
Designing/Refining Your Mobile Strategy
Fourteen Approaches to Consider as You Reach Out to Customers Using Mobile Devices
by Patricia SeyboldMobile phones will soon surpass computers as the most prevalent way to do business online. Your business needs a mobile strategy. Here’s how to think about it.
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