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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
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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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Customer Experience
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What Roles You'll Need to Implement Your Customers.com Strategy
A Handbook for Your Customers.com® Initiatives—Part 3
August 26, 2010- By: Patricia Seybold- 9 Pages
 


    
 
 
    
Use Your Words
Although Pictorial Instructions Avoid Localization Issues, Some of Us Don’t Respond Well to Diagrams
August 19, 2010- By: Ronni Marshak- 4 Pages
 


    
 
 
    
Customers.com Classic (PDF)
How to Create a Profitable Business Strategy for the Internet and Beyond
July 30, 2010- By: Patricia Seybold and Ronni Marshak- 289 Pages
 


  
 
   
   
 
 
 
    
How to Plan and Implement Your Customers.com Strategy
A Handbook for Your Customers.com® Initiatives—Part 2
July 29, 2010- By: Patricia Seybold and Ronni Marshak- 16 Pages
 


    
 
 
    
Making It Easy for Customers to Do Business with You
A Handbook for Your Customers.com® Initiatives—Part 1
July 22, 2010- By: Patricia Seybold- 10 Pages
 


    
 
 
    
I Need Help Now!
Providing Customer Support When and Where They Need It
July 15, 2010- By: Ronni Marshak- 3 Pages
 


  
 
   
   
 
 
 
    
Build-a-Bear Workshop's Challenge
Can an Early Innovator in Personalized Retail Experience Recapture Its Momentum?
July 8, 2010- By: Patricia Seybold- 14 Pages
 


    
 
 
    
Implementation Challenges Limit B2B Marketers' Success with Automation
The Technology Is Increasingly Essential, Yet Few Are Ready to Transform Their Operations
July 1, 2010- By: Susan McKittrick- 5 Pages
 


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


  
 
   
   
 
 
 
    
Sending Clear and Appropriate Messages
Do’s and Don’t for Communicating with Customers via Email
June 24, 2010- By: Ronni Marshak- 4 Pages
 


    
 
 
    
Customer Service Company and Product Update 1Q2010
A Steady 1Q2010 for Customer Service
June 17, 2010- By: Mitchell Kramer- 30 Pages
 


  
 
   
   
 
 
 
    
What Can Damage Apple's Amazing Customer Experience and Brand?
Network Congestion Will Be a Challenge Even to Steve Jobs
June 17, 2010- By: Patricia Seybold- 4 Pages
 


    
 
 
    
IBM WebSphere Commerce Version 7.0
A Major New Version with Significant Improvement in Key Areas
June 10, 2010- By: Mitchell Kramer- 70 Pages
 


  
 
   
   
 
 
 
    
How to Approach Customer Experience Management
An Overview of Patricia Seybold Group’s Recommended Game Plan
May 27, 2010- By: Patricia Seybold- 11 Pages
 


    
 
 
    
What's New in IBM WebSphere Commerce 7.0
A Major New Version with Significant Improvements in Key Areas
May 6, 2010- By: Mitchell Kramer- 15 Pages
 


  
 
   
   
 
 
 
    
Amazon's Other Business: Cloud Computing
Why and How Is Amazon Web Services, LLC Shaping the Future of Web-Based Businesses?
April 15, 2010- By: Patricia Seybold- 15 Pages
 


  
 
   
   
 
 
 
    
Supporting the Customer Chain
Start with the End-Customers, but Make Sure You’re Making It Easy for Every Stakeholder Between You and Them
April 8, 2010- By: Roni Marshak- 5 Pages
 


  
 
   
   
 
 
 
    
The Not So Friendly Route to Flying the Skies
Lessons Learned from Customers’ Moments of Truth in Multi-Leg Travel Planning
April 1, 2010- By: Ronni Marshak- 7 Pages
 


  
 
   
   
 
 
 
    
Demandware eCommerce Platform Winter '10
Metrics-Driven Merchandising and a Comprehensive Sample Store Strengthen an Attractive SaaS Ecommerce Platform
March 25, 2010- By: Mitchell Kramer- 69 Pages
 


  
 
   
   
 
 
 
    
Moving along the Time-(Team) Space Continuum
Collaboration Is Both Real-Time and Persistent, and Often Unanticipated
March 18, 2010- By: Ronni Marshak- 5 Pages
 


    
 
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