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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
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BEST PRACTICES & CASE STUDIES
CRM/CUSTOMER SERVICE
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E-COMMERCE
INNOVATION
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SOCIAL MEDIA & WEB 2.0

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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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Evaluation Frameworks
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B2B Marketers Prepare to Get the Most Out of Today's Technology Tools
Seven Steps to Adapting to Changes in Buyer Behavior and Capitalizing on Opportunities
August 12, 2010- By: Susan McKittrick- 7 Pages
 


    
 
 
    
Customer Service Evaluation Framework
How to Evaluate Customer Service Products and Services
May 26, 2010- By: Mitchell Kramer- 15 Pages
 


    
 
 
    
Recommendation Evaluation Framework, Version 1
Evaluating Recommendation Engines, Platforms or Services
January 7, 2010- By: Susan Aldrich- 9 Pages
 


  
 
   
   
 
 
 
    
The Customers.com Evaluation Framework for Campaign Management Applications
Speed and Simplify Your Selection of This Critical Customer Experience Component
August 27, 2009- By: Mitchell Kramer- 13 Pages
 


    
 
 
    
Framework for Evaluating Online Community Platforms, Version 3
How to Evaluate Solutions that Enable Online Customer Communities
May 28, 2009- By: Matthew Lees- 23 Pages
 


    
 
 
    
Frameworks for Smart Customization
Guidelines from the MIT Smart Customization Seminar 2008
January 15, 2009- By: Patricia Seybold- 16 Pages
 


  
 
   
   
 
 
 
    
Ecommerce Search Planning and Evaluation Framework, Version 1
How to Plan and Select Search, Navigation, and Discovery Solutions for Ecommerce Web Sites
August 28, 2008- By: Susan Aldrich- 20 Pages
 


    
 
 
    
Customer Service KM Evaluation Framework
How to Evaluate Knowledge Management-Based Solutions
July 10, 2008- By: Mitchell Kramer- 17 Pages
 


    
 
 
    
B2C Ecommerce Evaluation Framework
How to Evaluate Software that Supports Consumers’ Shopping, Buying, and Account Management
April 24, 2008- By: Mitchell Kramer- 12 Pages
 


    
 
 
    
Framework for Assisted-Service for Ecommerce
Requirements for Evaluation and Comparison of Multi-Channel Ecommerce Applications
January 24, 2008- By: Mitchell Kramer- 8 Pages
 


    
 
 
    
Framework for Evaluating Online Community Platforms, Version 2
How to Evaluate Solutions that Enable Online Customer Communities
January 10, 2008- By: Matthew Lees- 20 Pages
 


    
 
 
    
Enterprise Search Planning and Evaluation Framework, Version 3
How to Plan and Select Search, Navigation, and Discovery Solutions for Web Sites, Applications, Intranets, and as Enterprise Platforms
January 3, 2008- By: Susan Aldrich- 28 Pages
 


    
 
 
    
Framework for Evaluating Online Community Platforms
How to Evaluate Solutions that Enable Online Customer Communities
October 12, 2006- By: Matthew Lees- 20 Pages
 


    
 
 
    
Framework for Evaluating Customer Self-Service Products and Services
How to Evaluate Service Solutions That Deliver a Great End-to-End Customer Experience
June 8, 2006- By: Mitchell Kramer- 18 Pages
 


    
 
 
    
Collaborative Workspaces Evaluation Framework
Our Criteria for Evaluating Shared Workspaces for Collaborative Teams
May 18, 2006- By: Ronni Marshak- 15 Pages
 


    
 
 
    
Customer Portals Evaluation Framework, Version 2
How to Select the Best Portal Technology Platform for Your Customers
May 18, 2006- By: Mitchell Kramer- 19 Pages
 


    
 
 
    
Customer Portals Research Findings
Refining Our Evaluation Framework
May 4, 2006- By: Mitchell Kramer- 18 Pages
 


    
 
 
    
Product Search Research Collection
Establishing evaluation criteria, in-depth analysis, side-by-side comparison, and ranking of five leading product search providers (ATG, Endeca, FAST, Mercado, and WebSideStory).
March 30, 2006- By: Susan Aldrich- 178 Pages
 


  
 
   
   
 
 
 
    
Enterprise Service Bus Routes
Our Enterprise Service Bus Test Plan
March 9, 2006- By: Brenda Michelson- 11 Pages
 


    
 
 
    
Planning and Conducting Enterprise Service Bus Rides(SM)
Activities and Tips for Your Bus Rides, Plus a Preview of Our Bus Ride Series
December 15, 2005- By: Brenda Michelson- 8 Pages
 


    
 
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