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Provide a 360-Degree View of Each Customer's Context
Making Complete Customer Information Available to Customers as They Address Their Scenarios
Organizations that allow customers to access, update, organize, and enhance all the information you have about them are primed to keep customers happy long term.
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February
25,
2010
Ronni Marshak
10
pages
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Who "Owns" Your Medical Records
Whose Data Is It?
An organization called Health Data Rights has published five principles for the basic human right to access and to understand your own healthcare data and information.
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July
8,
2009
Patricia Seybold
3
pages
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PSGroup Comparison Matrix: Ecommerce Search Solutions
Featuring Celebros, Endeca, Fredhopper, Mercado, and SLI Systems
We compare five leading ecommerce search offerings against our 230 evaluation criteria to provide a detailed side-by-side comparison in this Excel table.
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July
24,
2008
Susan Aldrich
25
pages
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PSGroup Bull's-Eye: Ecommerce Search Solutions
Featuring Celebros, Endeca, Fredhopper, Mercado, and SLI Systems
We compare five leading ecommerce search offerings against our 230 evaluation criteria, to pick the leader.
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July
24,
2008
Susan Aldrich
14
pages
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Customers' Requirements for Customer Service
The Voice of the Customer on What and How to Deliver a Customer Service Experience
In this report, we present customers’ requirements for customer service and describe how you can address those requirements to deliver an excellent customer service experience.
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September
6,
2007
Mitchell Kramer
7
pages
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Helping Customers Control Their User-Generated Content
Enabling Customers to Control How and with Whom They Share Their Stuff
Users have increasing expectations for controlling the content they create. This report discusses this trend and its implications for community sponsors, providing examples and recommendations for enabling your users to have the control they need.
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August
2,
2007
Matthew Lees
8
pages
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Enterprise Search Evaluation: Endeca Information Access Platform V.5.1 Evaluation
Ecommerce Search, Merchandising, and Marketing
Endeca IAP V. 5.1 stacks up very well against our Enterprise Search Evaluation Framework.
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May
10,
2007
Susan Aldrich
30
pages
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Publishing 2.0/Libraries 2.0: Students are Shaping the Future of Academic Publishing
How Graduate Students Want to Interact with Information
How do professionals and students consume information in the Web 2.0 era? Three graduate students provide great insights into how digital information should be presented, organized, consumed and shared among professionals.
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March
29,
2007
Patricia Seybold
15
pages
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Enterprise Search Evaluation: Fredhopper Access Server V.6.0 Evaluation
Marketing Automation, Scalability, Configurable Search for Commerce
Fredhopper Access Server V6 performs well against our enterprise search evaluation framework, especially for ecommerce search applications.
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January
25,
2007
Susan Aldrich
24
pages
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nTAG Enhances the In-Person Conference Experience
Making the Most of Events and Conventions
nTAG Interactive provides a comprehensive Event Data Management solution that enhances the confer-ence attendee’s customer experience as well as cap-tures real-time ROI metrics.
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June
22,
2006
Ronni Marshak
18
pages
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Why the Buzz About Google Talk?
What’s Google’s Strategy for IM and VOIP, and How Will It Impact You?
Google’s introduction of Google Talk instant messaging and chat in August 2005 unleashed a huge buzz of speculation. Our take: Google is about to shake up the telecommunications industry.
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September
1,
2005
Patricia Seybold
7
pages
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eGain Service 7
Customer Service via Content, Metadata, Search, Guided Navigation, and Process Management
This report evaluates eGain Service against our evaluation framework for cross-channel, cross-lifecycle customer service.
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February
10,
2005
Mitchell Kramer
35
pages
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QCE Resolutions for 2005
Focus on What Matters Most to Your Customers
Are you interested in providing or improving your customer experience in 2005? Then start by focusing on these five areas.
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January
20,
2005
Patricia Seybold
2
pages
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ServiceWare Enterprise 5.7
Answer Questions and Solve Problems with Content, Metadata, and Self-Learning Search
ServiceWare Enterprise can help your customers understand your products; find answers to questions about your products; and diagnose, report, and fix problems with your products across self-service and assisted-service touchpoints. This report examines S
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December
2,
2004
Mitchell Kramer
30
pages
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VP of Customer Intelligence
Patty's Dream Team: Roles and Responsibilities You'll Need for your Customer-Centric Organization
The first priority of your VP of customer intelligence should be to act as the custodian for the information that your customers care about.
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November
4,
2004
Patricia Seybold
11
pages
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Primus Enterprise Search V.4 Self-Service and Support Search Solution
Classification and Context
Primus Enterprise Search stacks up very well against our self-service and support search solution evaluation framework.
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October
21,
2004
Susan Aldrich
22
pages
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How AssetLink Manages Digital Assets for Delivering Total Customer Experiences
Synchronizing Content and Business Processes for Cross-Channel Marketing Initiatives
AssetLink focuses on marketing operations management. The company integrates its digital asset management capabilities with a workflow engine to support cross-channel marketing activities.
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June
3,
2004
Geoffrey Bock
7
pages
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3M Integrated Packaging Tool
Managing the Custom Content for Labeling Manufactured Goods
The 3M Integrated Packing Tool is designed to ensure that manufacturers can produce the right product information for the right product packages in a timely and cost-effective manner.
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May
13,
2004
Geoffrey Bock
6
pages
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Providing Matter-Centric Collaboration at Holland & Knight
Expediting the Delivery of Legal Services by Unifying the Management of Business Information
Holland & Knight, a large American law firm with offices in many cities, seeks to function as an integrated organization. It has implemented WorkSite from Interwoven to manage content around client matters and practice areas, rather than managing content
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April
1,
2004
Geoffrey Bock
9
pages
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When Visualization Matters
How New Tools from Antarctica, Groxis, and Macromedia Will Change Interactive Content Displays
We believe that visualizing content is going to be one of the hottest developments in the enterprise content management marketplace in 2004.
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January
15,
2004
Geoffrey Bock
6
pages
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