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Recommendation Evaluation Framework, Version 1
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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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Content Management
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Salesforce Service Cloud Summer '10
Significantly Improved Cross-Channel, Cross-Lifecycle Customer Service
August 5, 2010- By: Mitchell Kramer- 51 Pages
 


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


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


  
 
   
   
 
 
 
    
Salesforce.com: KM-Based Customer Service in Service Cloud 2
Salesforce.com’s First Release of Capabilities to Support KM-Based Customer Service
December 23, 2009- By: Mitchell Kramer- 31 Pages
 


  
 
   
   
 
 
 
    
IBM's Enterprise Content Management Strategy: Bigger than ERP?
Broader and Deeper; Redefines Both Content and Management
November 25, 2009- By: Susan Aldrich- 9 Pages
 


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


  
 
   
   
 
 
 
    
nGenera Knowledgebase 8.3
Excellent Knowledge Management, a Portal-style UI, and Three Deployment Options
September 24, 2009- By: Mitchell Kramer- 35 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
 


  
 
   
   
 
 
 
    
Tikatok: Kids Create and Publish Books
Smart Customization and Customer Co-Creation in Action
November 20, 2008- By: Patricia Seybold- 11 Pages
 


    
 
 
    
empolis:Service Lifecycle Suite
Configurable and Customizable KM Technologies for Self-Service and Assisted-Service
October 9, 2008- By: Mitchell Kramer- 36 Pages
 


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


    
 
 
    
Airbus's Super Jumbo Content Challenge
Fine-Grained Information Objects, Variants, and Layered Architecture Form the Solution
May 8, 2008- By: Susan Aldrich- 9 Pages
 


    
 
 
    
IntelliResponse 5.6
Delivering One Answer to Each Customer Question
April 10, 2008- By: Mitchell Kramer- 34 Pages
 


  
 
   
   
 
 
 
    
Corporate Executive Board Responds to Customers’ Request for Increased Collaboration
Providing a Collaborative Environment for Sharing Messages about Compliance and Ethics
April 3, 2008- By: Ronni Marshak- 9 Pages
 


  
 
   
   
 
 
 
    
Human Digital Assistant v2.2
Lifelike Virtual Agents Deliver Personalized Customer Service
October 25, 2007- By: Mitchell Kramer- 21 Pages
 


    
 
 
    
LiveLOOK CoBrowse
Terrific Technology Makes It Easy to Escalate from Web Self-Service to Web-Based Assisted Service
September 27, 2007- By: Mitchell Kramer- 11 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
 


    
 
 
    
Helping Customers Control Their User-Generated Content
Enabling Customers to Control How and with Whom They Share Their Stuff
August 2, 2007- By: Matthew Lees- 8 Pages
 


    
 
 
    
RightNow 8 Service
Rich and Flexible Customer-Self-Service Capabilities for Organizations of All Sizes
July 26, 2007- By: Mitchell Kramer- 35 Pages
 


  
 
   
   
 
 
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