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Consultants in business & technology strategies to improve Customer Experience and encourage Outside Innovation


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Recommendation Evaluation Framework, Version 1
Innovation in Education: School Children Improve their Families' Livelihoods
National Semiconductor's New WEBENCH Visualizer Raises the Bar

Key Research Topics
BEST PRACTICES & CASE STUDIES
CRM/CUSTOMER SERVICE
CUSTOMER EXPERIENCE
CUSTOMER COMMUNITIES
CUSTOMER SCENARIO® MAPPING
E-COMMERCE
INNOVATION
PRODUCT EVALUATIONS
SEARCH & MERCHANDISING
SOCIAL MEDIA & WEB 2.0

Featured Research Reports
How Custom Product Design Can Spawn Customer-Centric Ecosystems
Elastic Path Commerce 6.2
Kinek Package Delivery Service
Selecting an Online Community Platform
IBM's Enterprise Content Management Strategy: Bigger than ERP?

  

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nGenera Knowledgebase 9.0
Excellent Knowledge Management, UI Content Management, and Analytics
July 1, 2010- By: Mitchell Kramer- 43 Pages
 


  
 
   
   
 
 
 
    
AIP UniPHY: Creating a Professional Social Network
How the American Institute of Physics Is Creating Value Add for Its Members
March 4, 2010- By: Patricia Seybold- 20 Pages
 


  
 
   
   
 
 
 
    
Nature Reinvents Textbooks
Scitable: A NextGen Ecosystem for Learning & Teaching Science
October 1, 2009- By: Patricia Seybold- 39 Pages
 


  
 
   
   
 
 
 
    
RightNow Service, a Solution for Organizations of All Sizes in a Wide Range of Industries
Review of RightNow Service November '08 Release
January 29, 2009- By: Mitchell Kramer- 40 Pages
 


  
 
   
   
 
 
 
    
Moving from Cost Cutting to Customer-Contributed Innovation at Mentor Graphics
An Interview with Kim Kelley, Program Manager, Customer Support Marketing
December 18, 2008- By: Ronni Marshak- 9 Pages
 


  
 
   
   
 
 
 
    
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
August 21, 2008- By: Patricia Seybold- 15 Pages
 


  
 
   
   
 
 
 
    
Roles and Responsibilities
Patty’s Dream Team: Roles and Responsibilities
May 22, 2008- By: Patricia Seybold with Susan Aldrich and Matthew Lees- 70 Pages
 


  
 
   
   
 
 
 
    
CohesiveFT Makes It Easy to “Roll Your Own” Virtual Servers
Customer-Led Innovation in Virtualization, Service-Oriented Infrastructure and Cloud Computing
March 20, 2008- By: Patricia Seybold- 21 Pages
 


    
 
 
    
How Should You Manage Customer and Partner Portals?
Patty's Dream Team: Roles and Responsibilities You’ll Need for Your Customer-Centric Organization
December 6, 2007- By: Patricia Seybold- 8 Pages
 


  
 
   
   
 
 
 
    
Partner Portals Should Be Combined with Customer Portals
Why Not Design Your Partner Portals to Surround and Complement Your Customer Portals?
October 4, 2007- By: Patricia Seybold- 17 Pages
 


  
 
   
   
 
 
 
    
Customers' Requirements for Customer Service
The Voice of the Customer on What and How to Deliver a Customer Service Experience
September 6, 2007- By: Mitchell Kramer- 7 Pages
 


    
 
 
    
IBM.com’s New Look: More Than a Face Lift
Using Service-Oriented Architecture to Provide an Adaptive Web Experience
June 28, 2007- By: Patricia Seybold- 17 Pages
 


  
 
   
   
 
 
 
    
How to Get From Product 2.0 to BIZ 3.0
Redeploy your Product-related Web 2.0 Services to Help Customers Reach Their Goals
February 20, 2007- By: Patricia Seybold - 3 Pages
 


    
 
 
    
Customer Portal Survey
Key Insights into Adoption, Functionality, Governance, and Technology
January 18, 2007- By: Mitchell Kramer- 12 Pages
 


  
 
   
   
 
 
 
    
InStranet Contact Centers In-Line 5.5
Innovative Knowledge Technology Makes It Easy for Customers to Answer Questions and Solve Problems
January 4, 2007- By: Mitchell Kramer- 38 Pages
 


    
 
 
    
KNOVA Self-Service 7.1
Innovative New Search and Personalization Enhance a Solid Self-Service Offering
December 7, 2006- By: Mitchell Kramer- 34 Pages
 


  
 
   
   
 
 
 
    
Building Interactive Feedback into Your Products and Surrounding Services
How Koko Fitness Enables Four Kinds of Interactive Feedback
November 16, 2006- By: Patricia Seybold- 10 Pages
 


  
 
   
   
 
 
 
    
IBM WebSphere Portal Version 6.0
How IBM’s Portal Stacks Up against Our Customer Portals Evaluation Framework
September 14, 2006- By: Mitchell Kramer- 35 Pages
 


  
 
   
   
 
 
 
    
Online Customer Communities Are Strategic
Why We All Need to Build a Core Competency in Nurturing Customer Communities
September 14, 2006- By: Patricia Seybold- 10 Pages
 


    
 
 
    
Customized, Built-to-Order Products
Solutions that Are Configured by Me and Built for Me
August 10, 2006- By: Patricia Seybold- 21 Pages
 


  
 
   
   
 
 
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