CUSTOMERS.COM® RESEARCH FROM THE PATRICIA SEYBOLD GROUP
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Latest
Customers.com® Strategies Research
  Provide
a 360-Degree View of Each Customer’s Context
The Key to Making It Enjoyable
for Customers to Get Things Done
By Ronni T. Marshak, Sr. VP and Sr. Consultant
February 25, 2010
NETTING
IT OUT
Why Is This Important to Customers? Customers need direct access to
all the information you have about them in order to complete their scenarios
and get things done.
Why Is This Important to Your Company? If you provide
an environment that lets customers take advantage of the information you
have about them to get things done, they are more likely to place increased
value on their relationships with you.
Your Next Steps. Understand your customers’ primary
scenarios in doing business with you, and find ways to provide them with
actionable information that is meaningful to them.
Disney Provides a Travel Guide to Help Manage the End -to-End Event
© 2010
Patricia Seybold Group
Illustration
1. Disney’s travel guide provides 1) a map of the steps in the planning
process, including an indication of what step you are on, 2) easy navigation
to the former and next step, 3) quick tips to help you complete the guide,
and 4) more detailed tips that will further assist you.
WHO NEEDS A 360-DEGREE VIEW? YOUR CUSTOMERS!
Most companies are still struggling to provide a comprehensive picture of each
customer to everyone within their organization. Who is this person? How
long have they been a customer? Which of our products and services have
they used? When did they last have a problem? How well did we resolve it?
What do they care about the most? What will they need or want next?
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Latest
Customers.com® Technologies
Research
 2009
Ecommerce Product and
Supplier Update
A
Very Good Year in Ecommerce
By Mitchell I. Kramer,
Sr. VP and Sr. Consultant
February 25, 2010
NETTING
IT OUT
This report is our first annual ecommerce product and supplier update. In it
we examine the customer growth, product activity, and company activity
of the leading ecommerce platform suppliers.
The leaders and their platform offerings are:
•ATG Commerce
•Demandware
•Elastic Path Commerce
•hybris Commerce
•IBM WebSphere Commerce
•Venda Enterprise
2009 was a very good year for all six of the leaders. All had good, very good,
or excellent customer growth. Most introduced significant new product versions.
And all delivered financial performance reflecting their customer growth.
Going forward into 2010, ecommerce will build on its 2009 success, strengthened
by enhanced products and improving economic conditions.
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report continues...
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