Customer Service, CRM, Customer Portals
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Putting E-Learning in the Context of Customers Scenarios
How Organizing Instructional Content for Just-in-Time Learning Enhances Customer Support
by Geoffrey BockWhether they are customers, business partners, or employees, adult learners in business situations seek solutions to their work-related issues. -
FAST Data Search V 4.0 Self-Service and Support Search Solution
Pipelines, Information Management, and Dynamic Navigation
by Susan AldrichFAST Data Search stacks up very well against our self-service and support solution evaluation framework. -
Framework for Evaluating Cross-Channel, Cross-Lifecycle Customer Service Products
How to Evaluate Solutions That Support a Great End-to-End Customer Experience
by Mitchell KramerThis report presents our framework for evaluating cross-channel, cross-lifecycle customer service products. -
May I Help You?
Serve Your Customers across All of Your Channels and All of the Phases of Their Lifecycles
by Mitchell KramerWhen we say customer service, we mean simply delivering a customer experience that helps your customers do business with you. Your customers want that help on every channel through which they interact with you and at every phase of the lifecycle of their -
Self-Service and Support Search Solution RFP Template
Patricia Seybold Group's Template for Preparing an RFP
by Susan AldrichYou can write a great Self-Service and Support Search Solution RFP in a short time using our outline and the Self-Service and Support Search Solution Evaluation Framework, and following our guidance. -
InQuira Self-Service and Support Search Solution
Advanced Linguistics, Dynamic Navigation, and Classification
by Susan AldrichInQuira 6.5, a premium search engine, stacks up well against our self-service and support search solution evaluation framework. -
Endeca ProFind V4.5 Self-Service and Support Search Solution
Dynamic Navigation, Team Support, and Concept Classification
by Susan AldrichEndeca ProFind, a premium search engine, stacks up well against our Product Search Evaluation Framework. -
EasyAsk for Commerce V.9.1 Self-Service and Support Search Solution
Advanced Linguistic Processing, Dynamic Navigation, and Federation
by Susan AldrichEasyAsk for Commerce capabilities stack up well against our self-service and support search evaluation criteria. -
iPhrase OneStep V. 4.7 Self-Service and Support Search Solution
Advanced Search and Navigation, Email Deflection, and Analytics
by Susan AldrichiPhrase OneStep’s capabilities stack up well against our self-service and support search evaluation criteria. -
Microsoft CRM 1.2
Entry-Level Sales and Customer Service on Assisted Channels
by Mitchell KramerThis report presents our analysis of Microsoft CRM 1.2 against our framework for evaluating cross-channel CRM products and product suites. -
Cross-Channel CRM
A Framework for Evaluating Architecture, Channel Support, and Functionality
by Mitchell KramerThis report describes our framework for evaluating the Architecture, channel support, and functionality of CRM products, critical factors in CRM product selection. -
Self-Service and Support Search Solution Evaluation Framework
Criteria for Selecting Search, Navigation, and Discovery Solutions for Customer and/or Partner Self-Service and Support
by Susan AldrichTo help you choose the right self-service and support search solution and avoid a costly mistake, we’ve developed the Self-Service and Support Search Solutions Evaluation Framework. -
Customer Data Mining
You Can't Afford Not to Be Mining Your Customer Data
by Mitchell KramerIn customer data mining, the data from which patterns or models are discovered or extracted represent the business that you do with your customers, as well as information about them and the relationships that they have with you. -
Oracle Customer Intelligence
Helping Executives and Managers Understand Customer Relationships
by Mitchell KramerThis report evaluates the Customer Intelligence product modules of Oracle E-Business Intelligence against our evaluation framework for customer relationship analytic applications. -
MicroStrategy Customer Analysis
A Starter Kit for Building Flexible Analytic Applications
by Mitchell KramerThis report evaluates the Customer Analysis module of the MicroStrategy BI Developer Kit against our evaluation framework for customer relationship analytic applications. -
KXEN Analytical Framework 3.0
Data Mining Made Much Easier
by Mitchell KramerThis report evaluates KXEN Analytic Framework 3.0 against our evaluation framework for customer relationship analytic applications. -
Marketswitch TRUE Optimization Suite 4.7
Customer Relationship Analytic Applications that Improve Marketing Effectiveness and Efficiency
by Mitchell KramerThis report evaluates the Marketswitch TRUE Suite against our evaluation framework for customer-centric analytic applications. -
BusinessObjects Customer Intelligence Customer Analytics 6.1
Easy to Use Analytic Applications for Understanding Customer Behavior
by Mitchell KramerThis report evaluates the Customer Analytics module of BusinessObjects Customer Intelligence against our evaluation framework for customer-centric analytic applications. -
Designing a Customer-In CMR Environment
Start by Making it Easy for Customers to Manage their Relationships with Your Firm; Then Worry about Managing Your Relationships with Them
by Patricia SeyboldWe have a unique opportunity to rethink our own information systems from scratch, we start from the outside in: with customer self-service, customer profile management, and customer transaction management. -
CRM in 2004
Our Predictions for the Year Ahead
by Mitchell KramerThis report presents our prediction for CRM in 2004. We think that CRM will be a growth area.
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