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• Enterprise Search Planning and Evaluation Framework, Version 3

  How to Plan and Select Search, Navigation, and Discovery Solutions for Web Sites, Applications, Intranets, and as Enterprise Platforms

  by Susan Aldrich

  Here is everything you need to know in order to plan, select, and manage enterprise search and navigation.
  Jan. 3, 2008

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• IBM.com’s New Look: More Than a Face Lift

  Using Service-Oriented Architecture to Provide an Adaptive Web Experience

  by Patricia Seybold

  In June 2007, IBM launched its next-generation Web site and the framework IBM will use to provide a unified online experience across all IBM’s Web properties. This new site architecture and approach embodies a number of best practices.
  Jun. 28, 2007

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• What Customer-Centric Visionary Execs Are Doing in 2007

  Customer-Outcome-Driven Businesses, Disappearing Home Pages, and Other Trends

  by Patricia Seybold

  Want to know what’s on customer-centric execs’ minds? Here’s an overview of some of the topics discussed at Patty Seybold’s Spring 2007 Visionaries’ Meeting.
  May. 17, 2007

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• Enabling Customer Co-Design

  Using Customer Co-Design Tools and Innovation Toolkits

  by Patricia Seybold

  Here’s an overview of the different kinds of customer co-design tools that you may find of value in working with lead users (advanced users who aren’t yet customers) and lead customers.
  Aug. 10, 2006

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• Seeker Experience Survey

  Is Search Getting Better?

  by Susan Aldrich

  Our survey of seeker experience and projects to improve findability indicate much is spent, but much is left to be done.
  Jun. 1, 2006

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• What's on the Minds of Lead Customer-Centric Executives in 2006?

  Patty’s Visionaries Share Their Visions, Their Realities, and What’s Working for Them

  by Patricia Seybold

  Patty Seybold’s visionary customer-centric executives are engaging with customers in new ways to co-design better offerings and experiences.
  May. 25, 2006

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• Target the Right Customers

  The First Step in Making It Easy for Customers to Do Business with You

  by Patricia Seybold

  Of the eight critical success factors originally introduced in Customers.com, “Target the right customer” is the first step towards making it easy for customers to do business with you.
  Oct. 20, 2005

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• Campaign Management at Nationwide Building Society

  Improving the Cross-Channel, Cross-Lifecycle Customer Experience

  by Mitchell Kramer

  This report is a case study that examines Nationwide Building Society’s activities to select new campaign management technology, to bring campaign management development and delivery in-house, and to plan for expanding campaign activities.
  Sep. 15, 2005

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• Managing Product Content at Hewlett-Packard

  A Practical, yet Innovative and Elegant Approach

  by Mitchell Kramer

  Hewlett-Packard has designed, built, and implemented a system called HP Provisioner for managing its product content. This report is a case study that describes the motivation, approach, design, development, and implementation of HP Provisioner.
  Aug. 18, 2005

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• Are You Handling Content Management as a Customer-Critical Issue?

  Shoddy Content Management Will Adversely Impact the Value of Your Company

  by Patricia Seybold

  Content management issues are costing your company big bucks when measured in terms of customer lifetime value. What should you do about it?
  Jul. 21, 2005

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• In Google We Trust?

  What’s Google’s Impact on Your Strategy?

  by Patricia Seybold

  What’s your Google strategy? Google has become much more than a search engine. It’s now a major market force and a shaper of customer behavior. In fact, Google’s strategy may impact your company’s future, whether you pay attention or not!
  Jul. 7, 2005

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• Nurturing Customer Loyalty in the B2B World

  Know and Nurture Your Internal Advocates

  by Patricia Seybold

  We spend a lot of our time these days working with the customer advocacy and customer experience teams at large software and systems companies.
  May. 26, 2005

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• How to Think About Content Management

  Confused about Content Management and Portals? Reframe Your Questions

  by Patricia Seybold

  Some tips on how to scope your content management initiative.
  May. 5, 2005

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• RedDot Solutions for Content Management

  Providing Infrastructure for Staging and Delivering Business Information across the Web

  by Geoffrey Bock

  RedDot delivers three products: CMS for Web content management; XCMS for managing documents and workflows, and providing a workspace within an intranet; and LiveServer for personalizing content delivery to Web servers, portals, and other applications.
  Feb. 10, 2005

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• ServiceWare Enterprise 5.7

  Answer Questions and Solve Problems with Content, Metadata, and Self-Learning Search

  by Mitchell Kramer

  ServiceWare Enterprise can help your customers understand your products; find answers to questions about your products; and diagnose, report, and fix problems with your products across self-service and assisted-service touchpoints. This report examines S
  Dec. 2, 2004

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• Kanisa Application Suite 6.1

  Process-Oriented Navigation and Search of Content to Answer Customers’ Questions and Solve their Problems

  by Mitchell Kramer

  The Kanisa Application Suite can help you support activities within the plan, explore, and use phases of the customer lifecycle across the Web and contact center touchpoints. This report evaluates the Kanisa Application Suite against our evaluation frame
  Oct. 28, 2004

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• How to Think about Search

  Findability Factors Include Technology and Tasks

  by Susan Aldrich

  There are a lot of people who think search is terrible. We believe that the dissatisfaction reflects a focus on the wrong problem. The problem is not search. The problem is findability.
  Oct. 7, 2004

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• Evaluating Product Search Solutions

  Summarizing the Evaluation Framework, the Seven Solutions, and the Comparisons

  by Susan Aldrich

  This report is the final chapter in our current product search solution research. In it, we assess our evaluation approach and show you where to focus your own evaluation efforts.
  May. 27, 2004

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• Product Search Solution Feature Comparison Matrix

  Comparing Seven Product Search Solutions against Our Evaluation Framework

  by Susan Aldrich

  In this report, we summarize our framework-based evaluations of seven product search solutions in the form of a matrix.
  May. 20, 2004

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• 3M Integrated Packaging Tool

  Managing the Custom Content for Labeling Manufactured Goods

  by Geoffrey Bock

  The 3M Integrated Packing Tool is designed to ensure that manufacturers can produce the right product information for the right product packages in a timely and cost-effective manner.
  May. 13, 2004

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