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


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How Custom Product Design Can Spawn Customer-Centric Ecosystems
Elastic Path Commerce 6.2
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Customer Intelligence
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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
 


  
 
   
   
 
 
 
    
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
 


  
 
   
   
 
 
 
    
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
 


  
 
   
   
 
 
 
    
Outside Innovation (hardcover)
How Your Customers Will Co-Design Your Company's Future
October 30, 2006- By: Patricia Seybold- 432 Pages
 


  
 
   
   
 
 
 
    
Bathing Your Organization in Real-Time Customer Context
Using Online Communities to Understand Customers’ Passions, Issues, and Needs
June 22, 2006- By: Patricia Seybold- 16 Pages
 


  
 
   
   
 
 
 
    
StrikeIron’s Web Services Marketplace
A Glimpse of the Future, Available Today
April 6, 2006- By: Brenda Michelson- 7 Pages
 


    
 
 
    
Provide a 360-Degree View of the Customer Relationship
Leading the Way to Customer Loyalty and Profitability
January 25, 2006- By: Patricia Seybold- 10 Pages
 


  
 
   
   
 
 
 
    
Own the Customer’s Total Experience
Taking Responsibility Leads to Customer Loyalty
December 22, 2005- By: Patricia Seybold- 11 Pages
 


  
 
   
   
 
 
 
    
Cross-Channel, Cross-Lifecycle Customer Service Feature Comparison Matrix
ATG, eGain, Kana, Knova, and RightNow Compared to Our Evaluation Framework
July 29, 2005- By: Mitchell Kramer- 37 Pages
 


    
 
 
    
PSGroup Bull’s-Eye: Cross-Channel, Cross-Lifecycle Customer Service
Which Providers Offer the Best Knowledge Management Capabilities? Featuring ATG, eGain, Kana, Knova, and RightNow
July 29, 2005- By: Mitchell Kramer- 8 Pages
 


    
 
 
    
PSGroup Bull’s-Eye: Cross-Channel, Cross-Lifecycle Customer Service
Which Providers Offer the Best Architecture? Featuring ATG, eGain, Kana, Knova, and RightNow
July 29, 2005- By: Mitchell Kramer- 7 Pages
 


    
 
 
    
PSGroup Bull’s-Eye: Cross-Channel, Cross-Lifecycle Customer Service
Which Providers Offer the Best Analytics Capabilities? Featuring ATG, eGain, Kana, Knova, and RightNow
July 29, 2005- By: Mitchell Kramer- 6 Pages
 


    
 
 
    
PSGroup Bull’s-Eye: Cross-Channel, Cross-Lifecycle Customer Service
Which Are the Most Viable Offerings from the Most Viable Providers? Featuring ATG, eGain, Kana, Knova, and RightNow
July 29, 2005- By: Mitchell Kramer- 8 Pages
 


    
 
 
    
PSGroup Bull’s-Eye: Cross-Channel, Cross-Lifecycle Customer Service
Which Providers Offer the Best Overall Capabilities? Featuring ATG, eGain, Kana, Knova, and RightNow
July 29, 2005- By: Mitchell Kramer- 5 Pages
 


    
 
 
    
Concerns of Customers.com Visionaries in Q2 2005
Issues, Initiatives, and Requirements from Customer-Centric Executives in Q2 2005
July 7, 2005- By: Patricia Seybold- 9 Pages
 


  
 
   
   
 
 
 
    
Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update 1Q2005
State of the Market: Not a Great First Quarter in 2005
June 2, 2005- By: Mitchell Kramer- 8 Pages
 


  
 
   
   
 
 
 
    
Cross-Channel, Cross-Lifecycle Customer Service Solution RFP Template
Patricia Seybold Group’s Template for Preparing an RFP
May 5, 2005- By: Mitchell Kramer- 19 Pages
 


    
 
 
    
Open Letter to Mark Hurd
HP’s New CEO Needs to Focus on Connecting Customer Intelligence to Customer Experience
April 7, 2005- By: Patricia Seybold- 5 Pages
 


    
 
 
    
Monitoring Customer Experiences on the Web Using the TeaLeaf RealiTea Platform
Tracking What Customers See and Do to Enable Operational Improvements
March 3, 2005- By: Mitchell Kramer- 13 Pages
 


  
 
   
   
 
 
 
    
VP of Customer Intelligence
Patty's Dream Team: Roles and Responsibilities You'll Need for your Customer-Centric Organization
November 4, 2004- By: Patricia Seybold- 11 Pages
 


  
 
   
   
 
 
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