|
Cross-Channel, Cross-Lifecycle Customer Service
Description
What is customer service? We think that it’s helping your
customers do business with you through every phase of the lifecycle of their
relationship with you—from planning what products and services they need
through renewing, replenishing, and replacing those products and
services—through every channel across which they choose to do
business—the Web, contact center, point of sale, your employees, or your
partners’ systems and employees.
We call it cross-channel, cross-lifecycle customer service.
Deliver it effectively and you’ll make it easier for your customers to do
business with you. Deliver it effectively, and you’ll have stronger, more
profitable, customer relationships.
Featured Research
- IntelliResponse
5.6
Delivering
One Answer to Each Customer
Question
04/10/2008 - Mitchell Kramer
- Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
Customer
Growth and Big Deals Make
for an Excellent 4Q2007
02/28/2008 - Mitchell Kramer
- Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
Business
Was Very Strong in 3Q2007
11/29/2007 - Mitchell Kramer
- Human
Digital Assistant v2.2
Lifelike
Virtual Agents Deliver
Personalized Customer Service
10/25/2007 - Mitchell Kramer
- LiveLOOK
CoBrowse
Terrific
Technology Makes It Easy
to Escalate from Web
Self-Service to Web-Based
Assisted Service
09/27/2007 - Mitchell Kramer
- Customers'
Requirements for Customer Service
The
Voice of the Customer
on What and How to Deliver
a Customer Service Experience
09/06/2007 - Mitchell Kramer
- Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
A
Mostly Strong 2Q2007
08/16/2007 - Mitchell Kramer
- RightNow 8 Service
Rich and Flexible Customer-Self-Service Capabilities for Organizations of All Sizes
07/26/2007 - Mitchell Kramer
- InQuira
8
Five
Customer Service Applications
Distinguished by Strong
Content, Search, and
Analytics
06/14/2007 - Mitchell Kramer
- Customer
Support: Success with Knowledge Management
European
Telecommunications Sector;
Developmental Model Observed
06/07/2007 - Susan Aldrich
- Best
Practices in Customer Self-Service
Ten
Ways to Make It Easy
for Your Customers to
Do Business with You
05/31/2007 - Mitchell Kramer
- Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update
A Soft 1Q2007
05/17/2007 - Mitchell Kramer
-
Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update
Mixed Performance for Quarter and for the Year
03/08/2007 - Mitchell Kramer
-
Customer Self-Service at Xerox
Excellent Support for Product Recommendation, Problem Diagnosis/Fix, and Account Management
02/15/2007 - Mitchell Kramer
-
KNOVA
Self-Service 7.1
Innovative New Search and Personalization Enhance a Solid
Self-Service Offering
12/07/2006 - Mitchell Kramer
-
Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
Hot Products, Cold Business in 3Q 2006
11/16/2006 - Mitchell Kramer
-
Customer
Self-Service at Sovereign Bank
Limited Supported for Key Activities and an Implementation
That Needs Significant Improvement
11/02/2006 - Mitchell Kramer
-
Customer
Self-Service at Apple
Help Yourself to Perform a Wide Range of Customer Service
Activities through a Great UI
09/28/2006 - Mitchell Kramer
-
IBM
WebSphere Portal Version 6.0
How IBM’s Portal Stacks Up against Our Customer
Portals Evaluation Framework
09/14/2006 - Mitchell Kramer
-
Customer
Self-Service at Comcast
Limited Support for Key Self-Service Activities, FAQ-Centric
Content, Poor Search
09/07/2006 - Mitchell Kramer
-
Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
State of the Market: Good Results in 2Q 2006
08/24/2006 - Mitchell Kramer
-
Customer
Self-Service at Verizon
Excellent Support for Key Self-Service Activities
08/10/2006 - Mitchell Kramer
-
Customer
Self-Service at Verizon Wireless
Support for a Wide Range of Customer Service Activities;
Limited Problem Diagnosis and Search
07/27/2006 - Mitchell Kramer
-
KANA
Solutions for Web Self-Service
Content, Findability, and Process Management Make It Easy for
Customers to Help Themselves
07/13/2006 - Mitchell Kramer
-
Customer
Self-Service Evaluation Matrix
A Blank Matrix to Facilitate Your Evaluation Process for
Customer Support Offerings
06/29/2006 - Mitchell Kramer
-
Framework
for Evaluating Customer Self-Service Products and Services
How to Evaluate Service Solutions that Deliver a Great
End-to-End Customer Experience
06/08/2006 - Mitchell Kramer
-
Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
State of the Market: A Quiet First Quarter in 2006
05/25/2006 -
Mitchell Kramer
-
Customer
Portals Evaluation Framework, Version 2
How to Select the Best Portal Technology Platform for Your
Customers
05/18/2006 - Mitchell Kramer
-
SAP
NetWeaver Portal
Rich Collaboration and Tight Integration
with SAP’s
Enterprise Applications
04/20/2006 - Mitchell Kramer
-
Vignette
Portal 7.2
An “Open” Portal Platform with Rich Functionality
03/23/2006 - Mitchell Kramer
-
Lessons
in Customer Service
My Blackberry Experience with Verizon and Verizon Wireless
03/09/2006 - Mitchell Kramer
-
Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
State of the Market: A Good Fourth Quarter in 2005 and a Very
Good Year
02/23/2006 - Mitch Kramer
-
Windows
SharePoint Services SharePoint Portal Server
Microsoft’s Portal Platform Is a Workplace
for Collaborating with Your Customers
02/09/2006 - Mitchell Kramer
-
ATG
Wisdom
A Strategy for Delivering a Comprehensive and Consistent
Cross-Channel, Cross-Lifecycle Customer Experience
01/26/2006 - Mitchell Kramer
-
Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
State of the Market: A Good Third Quarter in 2005
12/01/2005 - Mitchell Kramer
-
Liferay
Portal 3.6.1
An Open Source Platform that You Should Consider for Your
Customer Portal
11/17/2005 - Mitchell Kramer
-
Meeting
the Customer Experience Challenge
What’s Your Current Situation? What’s Your
Vision?
11/03/2005 - Patricia Seybold
-
InStranet
Contact Centers In-Line 5.1
A Cross-Channel, Cross-Lifecycle Customer Experience Easy for
You to Implement, Easy for Your Customers to Use
10/27/2005 - Mitchell Kramer
-
Campaign
Management at Nationwide Building Society
Improving the Cross-Channel, Cross-Lifecycle Customer
Experience
09/15/2005 - Mitchell Kramer
-
Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
State of the Market: A Pretty Good Second Quarter in 2005
09/01/2005 - Mitchell Kramer
-
IBM
WebSphere Portal 5.1.0.1
How IBM’s Portal Stacks Up Against Our Customer
Portals Evaluation Framework
08/04/2005 - Mitchell Kramer
-
Oracle
Application Server 10g Portal
How Oracle’s Portal Stacks Up against Our
Customer Portals Evaluation Framework
06/30/2005 - Mitchell Kramer
-
Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
State of the Market: Not a Great First Quarter in 2005
06/02/2005 - Mitchell Kramer
-
Let
Customers Co-Design Your Customer-Critical Initiatives
How and When to Use Customer Scenario® Mapping
05/26/2005 - Patricia Seybold
More...
|