Customer Service, CRM, Customer Portals
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Customer Data Warehouses
Closing the Loop on Customer-Centricity
by Mitchell KramerA customer data warehouse is a data warehouse designed to support the customer-centric analysis of your business. This report discusses what data they contain and how they’re used. -
PSGroup Bull’s-Eye: Enterprise Portal Platforms: Best Overall Portal Platform
Which Providers Offer the Best Overall Portal Platform?
by David MarshakThe Enterprise Portal Platform Composite Bull’s-Eye aggregates our ratings of the key services of portal platform products from IBM, Oracle, Plumtree, SAP, and Vignette. -
PSGroup Bull’s-Eye: Enterprise Portal Platforms: Best Personalization Services
Which Providers Offer the Best Personalization Services?
by David MarshakThis Bulls-Eye is our evaluation of the personalization capabilities provided by the portal platforms of IBM, Oracle, Plumtree, SAP, and Vignette. -
PSGroup Bull’s-Eye: Enterprise Portal Platforms: Best Customization Services
Which Providers Offer the Best Customization Services?
by David MarshakThis Bull’s-Eye is our evaluation of the customization capabilities provided by the portal platforms of IBM, Oracle, Plumtree, SAP, and Vignette. -
Siebel Acquires UpShot and Motiva
Strengthening SFA Functionality, Technology, and Packaging
by Mitchell KramerThis report presents our take on Siebel’s October 15, 2003, acquisitions of UpShot Corporation and Motiva, Inc. -
The Top 10 Reasons that CRM Projects Fail
and Our Prescription for Ensuring that Your CRM Project Won’t
by Mitchell KramerWe’ve heard over and over again that 80 percent of CRM projects fail. We’re not sure that this is the right number, but there’s been a lot of commonality in the reasons for this failure. So much so that we offer in this report the top 10 reasons for thos -
Three Steps to Success in Cross-Business Interactions
Coordination and Trust Will Enable You to Seize Web Service and Portal Opportunities, Reaping the Value While Containing the Risks
by Susan AldrichWeb Services and Portals can make it easier to do business, but you’ll need to plan for changes in relationship, trust, and system capabilities in order to take advantage of new opportunities. -
How to Approach Multi-Channel CRM
Walk In Your Customers' Shoes and Identify the Services that Customers' Need across Channels
by Mitchell KramerYour customers demand a seamless experience when they do business with you—seamless across multiple channels. We call this multi-channel CRM. We created the Multi-Channel CRM Workshop to help you design this CRM approach. -
Chordiant 5
How Chordiant’s CRM Suite Stacks Up Against Our Framework for Evaluating Multi-Channel CRM Solutions
by Mitchell KramerThis report assesses the functionality, administration, and Architecture of Chordiant 5 against our evaluation and comparison framework for the multi-channel CRM. -
Epiphany E.6
How E.piphany’s CRM Suite Stacks Up against Our Framework for Evaluating Multi-Channel CRM Solutions
by Mitchell KramerThis report assesses the functionality, administration, and Architecture of E.piphany E.6 against our evaluation and comparison framework for multi-channel CRM. -
SAS Moves Up-Market
Continuing the Migration from Tools to Solutions
by Mitchell KramerSAS Institute has articulated a vision to “become the strategic business intelligence and analytic applications supplier.” This report presents our take on SAS’s vision and on whether SAS can achieve it. -
Multi-Channel CRM Architecture
An Architecture for Ideal Customer Experience
by Mitchell KramerThis report defines an Architecture for Multi-Channel CRM. This Architecture can help define your CRM requirements and evaluate CRM products. -
Do Portals Impact Business Processes?
One Company's Experience
by David MarshakPortals require the re-thinking of business processes, as the story of one of our clients illustrates. -
Portal Framework
Our Framework for Evaluating and Comparing Portal Platforms
by David MarshakWe present our framework for evaluating portal platform products. The framework enables product-to-product comparisons on functionality, services, and architectural levels. -
What Are The Issues Around Single Sign-On?
Portal Q & A
by David MarshakAddressing the question of single sign-on for portals is more difficult as the complexity of the portal increases. -
Customer Issues: Single Sign-On
Pursuing the Holy Grail of Single Sign-On in a World of Complex Business Partnerships
by Patricia SeyboldDelivering Single Sign-On is a high priority for CIOs in 2003. It won’t be easy! -
Portal Q & A
If You Build it, Will They Come?
by David MarshakThe answer to how do you train portal users depends on whether you are building Workspace portals or Resource Portals. -
What’s Important in CRM Architecture?
A Framework for Evaluation and Comparison
by Mitchell KramerThis report describes our framework for evaluating the architecture of CRM products, an important factor in CRM product selection. -
What Is CRM?
Where Are We? Where Are We Going?
by Mitchell KramerCustomer relationship management (CRM) is the hottest trend in information technology. CRM is the way for your company to become customer-centric, and customer-centric companies have satisfied, loyal, and profitable customers.
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