Customer Service, CRM, Customer Portals
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nGenera Knowledgebase 9.0
Excellent Knowledge Management, UI Content Management, and Analytics
by Mitchell KramernGenera 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. -
Customer Service Company and Product Update 1Q2010
A Steady 1Q2010 for Customer Service
by Mitchell KramerThis report details the 1Q2010 customer growth, financial performance, product activity, and company activity of the 10 leading customer service suppliers. -
Customer Service Evaluation Framework
How to Evaluate Customer Service Products and Services
by Mitchell KramerThis 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. -
Customer Service Company and Product Update 4Q2009
A Very Good 4Q2009 for Knowledge Management-Based Customer Service
by Mitchell KramerThis report details the 4Q2009 customer growth, financial performance, product activity, and company activity of the 10 leading KM-based customer service suppliers. -
Salesforce.com: KM-Based Customer Service in Service Cloud 2
Salesforce.com’s First Release of Capabilities to Support KM-Based Customer Service
by Mitchell KramerSupport 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. -
Customer Service Company and Product Update 3Q2009
A Good 3Q2009 for Knowledge Management-Based Customer Service
by Mitchell Kramer3Q2009 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. -
Lithium Social CRM Suite
On-Demand Platform for Supporting Customer Communities
by Matthew LeesLithium Technologies’ Social CRM platform is an impressive set of SaaS applications interconnected via search, ratings and rankings, and many other integrated components. If your customer base is sizable enough, we recommend Lithium for your short list. -
Comparing Deployment Options for CX Apps
On-Premise, Hosted Single-Tenant, and Hosted Multi-Tenant
by Mitchell KramerHosted multi-tenant deployments offer huge advantages and benefits over on-premise and hosted single-tenant deployments for CX apps. Read this report to understand how you can capture those advantages and benefits for your CX. -
Customer Service Company and Product Update 2Q2009
KM-based Customer Service Rebounds in 2Q2009
by Mitchell KramerKM-based customer service rebounded in 2Q2009. Customer growth and financial performance improved over 1Q2009. Several suppliers made significant product announcements. Two suppliers did some M&A. -
Self-Service CX Performance
Response Time and Availability for Key Customer Self-Service Activities
by Mitchell KramerFrom the customers’ standpoint, the most critical performance metrics are response time and availability at the customer user interface (UI). If you can’t respond within their timeframes, then they’re going to abandon you for the competition. -
Who "Owns" Your Medical Records
Whose Data Is It?
by Patricia SeyboldAn 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. -
Customer Service Company and Product Update 1Q2009
After Seven Quarters of Growth, the Recession Catches Up to Customer Service
by Mitchell KramerThe recession slowed KM-based customer service in 1Q2009. Customer growth and financial performance slipped for all but two of our suppliers. -
Framework for Evaluating Online Community Platforms, Version 3
How to Evaluate Solutions that Enable Online Customer Communities
by Matthew LeesOnline communities can empower customers and strengthen relationships between them and your company. This happens via careful planning, sufficient resources, and using the right tools. This updated framework will help identify the one that’s best for you. -
Customer Service Company and Product Update 4Q2008
Still Growing and Going Strong!
by Mitchell Kramer4Q2008 was the 7th consecutive quarter of growth for KM-based customer service. Customer growth improved and good customer growth resulted in good financial performance. -
RightNow Service, a Solution for Organizations of All Sizes in a Wide Range of Industries
Review of RightNow Service November '08 Release
by Mitchell KramerRightNow Service, the KM-based customer service offering from RightNow Technologies, has been implemented by more than 1,700 organizations since 1997. We recommend current release RightNow November '08 to consumer-oriented organizations of all sizes. -
Customer Service Company and Product Update 3Q2008
Wow! Growth Continues in 3Q2008
by Mitchell Kramer3Q2008 marked the sixth consecutive quarter of growth for KM-based customer service. The biggest company news was Consona’s rebranding its suites of customer CRM and KM products as Consona CRM. -
empolis:Service Lifecycle Suite
Configurable and Customizable KM Technologies for Self-Service and Assisted-Service
by Mitchell Kramerempolis:Service Lifecycle Suite is the KM-based customer service offering from empolis GmbH. Introduced in 1996, it has been implemented in 500 customer accounts across many industries. Use it to help your customers diagnose and resolve problems. -
Customer Service Company and Product Update 2Q2008
Strong Growth Continues in 2Q2008
by Mitchell Kramer2Q2008 was the 5th consecutive good quarter for customer service. Customer growth continued at a high level. Good financial performance followed. Product activity picked up a little. The big company news was the acquisition of InStranet by Salesforce.com. -
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
by Patricia SeyboldThe secret to a successful CRM strategy is a seamless cross-touchpoint, cross-channel and cross-lifecycle experience. Let your customers manage their relationships with you, not vice versa. Focus first on customer service, not on sales or marketing. -
Customer Service Company and Product Update 1Q2008
A Surprisingly Strong 1Q2008
by Mitchell KramerCustomer Service suppliers began 2008 with a bang as a customer growth spurt that began in 2Q2007 continued in 1Q2008. Good customer growth meant good financial performance for all the customer service suppliers that we cover.
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