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

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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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Product Information

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Loomia Recommendations
Customized Solutions for Deep Content, Video, and Ecommerce
August 19, 2010- By: Susan Aldrich- 27 Pages

Baynote Collective Intelligence Platform and Recommendation Applications
Automated Recommendations, Search, and Navigation for Multiple Industries
July 8, 2010- By: Susan Aldrich- 23 Pages

2009 Ecommerce Product and Supplier Update
A Very Good Year in Ecommerce
February 25, 2010- By: Mitchell Kramer- 21 Pages

Ecommerce Search Product Comparison
How Five Leading Vendors Address Ecommerce Search and Search Marketing
September 10, 2009- By: Susan Aldrich- 26 Pages

Ecommerce Search Evaluation: Omniture Merchandising
Ecommerce Search, Merchandising, and Marketing
March 5, 2009- By: Susan Aldrich- 33 Pages

Ecommerce Search Evaluation: Mercado Ignition
User Interface, Ecommerce Search, Merchandising, and Marketing
September 18, 2008- By: Susan Aldrich- 31 Pages

Ecommerce Search Planning and Evaluation Matrix, Version 1
A Blank Matrix to Facilitate Your Evaluation
September 4, 2008- By: Susan Aldrich- 21 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

PSGroup Bull's-Eye: Ecommerce Search Solutions
Featuring Celebros, Endeca, Fredhopper, Mercado, and SLI Systems
July 24, 2008- By: Susan Aldrich- 14 Pages

PSGroup Comparison Matrix: Ecommerce Search Solutions
Featuring Celebros, Endeca, Fredhopper, Mercado, and SLI Systems
July 24, 2008- By: Susan Aldrich- 25 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

Avoiding Search Pitfalls
How to Sidestep and Recover from the Worst Problems
November 8, 2007- By: Susan Aldrich- 6 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

The First Big Mistake in Search and Knowledge Projects
Establishing the Right Vision and Compelling Communications
July 19, 2007- By: Susan Aldrich- 10 Pages

Search Product and Company Update - Part 1, 2H2006
Part 1, Private Companies: Strong Second Half in 2006
February 1, 2007- By: Susan Aldrich- 13 Pages

Enterprise Search Solution RFP Template
Patricia Seybold Group’s Template for Preparing an RFP for Site Search
November 30, 2006- By: Susan Aldrich- 33 Pages

Search Product and Company Update - Part 2, 1H2006
Part 2, Private Companies: Strong First Half in 2006
August 24, 2006- By: Susan Aldrich- 8 Pages

Search Product and Company Update - Part 1, 1H2006
Part 1, Public Companies: Slowing First Half in 2006
August 17, 2006- By: Susan Aldrich- 13 Pages

What Differentiates the Search Experience?
Philosophy and Search Management Make the Difference at Online Department Stores
July 27, 2006- By: Susan Aldrich- 10 Pages

Search Experience Metrics
Key Indicators You Should Be Tracking for Customer Search Experience
July 6, 2006- By: Susan Aldrich- 13 Pages

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