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I Need Help Now!
Providing Customer Support When and Where They Need It
In a crisis situation, customers need service fast, regardless of the details of their service level agreements.
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July
15,
2010
Ronni Marshak
3
pages
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nGenera Knowledgebase 9.0
Excellent Knowledge Management, UI Content Management, and Analytics
nGenera Knowledgebase 9.0 is a widely used and well proven offering. New capabilities support social media and communities. Enhancements significantly improve the self-service UI and analytic functionality. Read our evaluation of it in this report.
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July
1,
2010
Mitchell Kramer
43
pages
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Implementation Challenges Limit B2B Marketers' Success with Automation
The Technology Is Increasingly Essential, Yet Few Are Ready to Transform Their Operations
Marketing automation is growing in B2B. The business justification is strong. The vendors are solid and innovative. But a large portion of implementations fail to realize their potential. This article is the first in a series to dis-cover why.
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July
1,
2010
Susan McKittrick
5
pages
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Customer Service Company and Product Update 1Q2010
A Steady 1Q2010 for Customer Service
This report details the 1Q2010 customer growth, financial performance, product activity, and company activity of the 10 leading customer service suppliers.
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June
17,
2010
Mitchell Kramer
30
pages
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IBM WebSphere Commerce Version 7.0
A Major New Version with Significant Improvement in Key Areas
IBM WebSphere Commerce Version 7.0 combines powerful and flexible cross-channel B2B and B2C capabilities with strong merchandising, excellent integration, and a modern, comprehensive, and completely reusable starter store.
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June
10,
2010
Mitchell Kramer
70
pages
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How to Approach Customer Experience Management
An Overview of Patricia Seybold Group’s Recommended Game Plan
In this report, you’ll learn how the Patricia Seybold Group defines and approaches customer experience management.
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May
27,
2010
Patricia Seybold
11
pages
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Customer Service Evaluation Framework
How to Evaluate Customer Service Products and Services
This framework is designed to speed the evaluation of any of customer service product by analyzing its positioning, deployment, customer activities and channels supported, escalation facilities, key technologies, analytic functionality, and viability.
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May
26,
2010
Mitchell Kramer
15
pages
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What's New in IBM WebSphere Commerce 7.0
A Major New Version with Significant Improvements in Key Areas
Of the new and improved IBM ecommerce platform, the best features are the B2C starter store, its implementation for mobile devices; support for SMS, event-driven merchandising, support for social media, improved integration, and analytic functionality.
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May
6,
2010
Mitchell Kramer
15
pages
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Omniture Recommendations
Integration with Powerful Omniture Marketing Suite
If you are in ecommerce, publishing, or advertising, Omniture Recommendations should be on your short list. Omniture’s marketing suite is very strong, with a scalable hosting infrastructure, and Omniture’s client care support marketers cross channel.
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April
1,
2010
Susan Aldrich
20
pages
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Demandware eCommerce Platform Winter '10
Metrics-Driven Merchandising and a Comprehensive Sample Store Strengthen an Attractive SaaS Ecommerce Platform
This in-depth evaluation of Demandware eCommerce, with its hosted multi-tenant deployment, reveals very good merchandising, and analytic functionality, but not-so-good assisted-service.
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March
25,
2010
Mitchell Kramer
69
pages
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Customer Service Company and Product Update 4Q2009
A Good 4Q2009 for Knowledge Management-Based Customer Service
This report details the 4Q2009 customer growth, financial performance, product activity, and company activity of the 10 leading KM-based customer service suppliers.
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March
10,
2010
Mitchell Kramer
35
pages
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2009 Ecommerce Product and Supplier Update
A Very Good Year in Ecommerce
Get the details about customer growth, product activity, and company performance for the six leading ecommerce platform suppliers in 2009.
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February
25,
2010
Mitchell Kramer
21
pages
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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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Venda Enterprise
Excellent Merchandising and Customer Service with SaaS Deployment for Retailers
Our in-depth evaluation of Venda Enterprise, the ecommerce platform from privately-held and NY, NY-based Venda, Inc. designed for rapid, SaaS deployment by merchandisers and used by 140 retailers in North America and Europe.
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February
11,
2010
Mitchell Kramer
57
pages
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Elastic Path Commerce 6.2
Robust Ecommerce Framework Based on Open Source Components
This is our in-depth evaluation of Elastic Path Commerce offering, Elastic Path Commerce, an open source-based platform geared for heavy customization and deep integration.
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January
14,
2010
Mitchell Kramer
53
pages
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Salesforce.com: KM-Based Customer Service in Service Cloud 2
Salesforce.com’s First Release of Capabilities to Support KM-Based Customer Service
Support for KM-based customer service in Salesforce.com applications is provided by capabilities in Service Cloud 2, Customer Portal, and Salesforce Knowledge. These are new capabilities delivered with the Winter ’10 release in November 2009.
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December
23,
2009
Mitchell Kramer
31
pages
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Customer Service Company and Product Update 3Q2009
A Good 3Q2009 for Knowledge Management-Based Customer Service
3Q2009 was a good quarter for KM-based customer service. Customer growth improved and good financial performance resulted. Product activity was very high. KM-based customer service is positioned for a very good 4Q2009 and a strong 2010.
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December
10,
2009
Mitchell Kramer
26
pages
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Identifying the Problems in Your Cross-Channel Customer Experience
Borrowing the “Mystery Shopper” Model from Retail
We recommend taking a cue from retailers—employ “mystery shoppers” who give your customer experience people and processes a thorough test drive!!
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December
10,
2009
Ronni Marshak
5
pages
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B2C Ecommerce Evaluation Framework
How to Evaluate Software that Supports Consumers’ Shopping, Buying, and Account Management
In this report, we present the latest version of our framework for evaluating B2C ecommerce software. Use it to reduce the time, cost, and risk for evaluating and selecting the B2C ecommerce platform that is best for your organization.
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November
12,
2009
Mitchell Kramer
15
pages
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Do's and Don'ts of Phone Support
Making it Easy to Navigate through IVR Hell!
Are your customers stuck in the infinite loop of IVR hell? These do's and don'ts can help you create an effective phone support channel that can improve relationships instead of frustrating customers.
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November
5,
2009
Ronni Marshak
6
pages
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