Customer Information & CRM
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Customer Service Supplier and Product Update 1Q2012
1Q2012 Was Another Mixed Quarter
by Mitchell Kramer1Q2012 was not a good quarter for customer service; customer growth and financial performance were down; product activity was mixed; companies were quiet. Salesforce.com, however, had a big quarter. -
KANA Experience Analytics
Powerful Analytics, Tight Integration with KANA Service Experience Management
by Mitchell KramerKANA Experience Analytics monitors, analyzes, and acts on customer conversations on the social web and customer conversations on internal channels. Analytics that categorize customer conversations and classify their sentiment are its key strength. -
Social-Service Evaluation Framework
Products that Monitor Social Posts, Identify Customers’ Questions and Problems, and Help Deliver Answers and Solutions
by Mitchell KramerOur framework for evaluating social-service products that help organizations deliver customer service to the social web has four top-level criteria: customer service best fit, analytic functionality, customer service integration, and viability. -
Facebook’s Timeline: Seductive and Dangerous?
Applications Integrated into Timeline Track Everything that You and Your Friends Do
by Patricia SeyboldFacebook’s new Timeline is much more than a new user interface. It’s a seductive forced march designed to lead us all into a marketers’ nirvana in which our activities and life events are tracked. -
Customer Service Supplier and Product Update 4Q2011
Quarterly Update of Vendors and Products: Mixed Results for 2011
by Mitchell KramerEach quarter, we provide a round-up of product and company activity for the top suppliers of customer service solutions: Astute Solutions, Attensity Group, Consona CRM, eGain, IntelliResponse, KANA, Moxie Software, Oracle, and Salesforce.com. Here’s the update as of Q4 2011. -
Unintended Risks of Using Facebook
Pay Attention to What Information, and Whose Information, You Are Sharing with Whom!
by Patricia SeyboldBe a good steward of your privacy and the privacy of your friends and family members on Facebook. Learn how applications are mining and analyzing your and your friends’ Facebook behavior and what you should know about those practices. -
Attensity Analyze and Attensity Respond
Multi-Channel Monitoring, Analysis, and Interaction
by Mitchell KramerAttensity Analyze and Attensity Respond provide multi-channel (social web and internal channel) monitoring, analysis, and interaction. Powerful, patented text analytics are the offerings’ key characteristic, strength, and differentiator. -
How Does Google’s Privacy Policy Affect You?
It’s Time to Pay Attention to How Google Is Tracking Your Online Behavior
by Patricia SeyboldWhen Google announced a new unified Privacy Policy to go into effect on March 1, 2012, it caused people to stop and think about how much privacy they’re willing to trade for free search, email, YouTube, and other nifty services. -
What's Your Customer Cloud Strategy?
Twelve Customer Requirements to Include as Your Firm Migrates to Cloud Computing
by Patricia SeyboldA “customer cloud” is the virtual project space where your customers can securely access, keep track of, and manage the assets they’ve bought from you as well as any related projects in which they’re engaged. -
RightNow Social Experience
Monitoring, Analyzing, and Interacting in the Social Cloud
by Mitchell KramerRightNow Social Experience is the social-service component of the RightNow CX suite. It delivers social listening and interaction capabilities and integrates seamlessly with the CX’s case, knowledge, and account management capabilities. -
Customer Service Supplier and Product Update 3Q2011
3Q2011 Was a Quiet Quarter for Customer Service
by Mitchell Kramer3Q2011 was quiet quarter for customer service. Customer growth was mixed but mostly down, mixed financial performance resulted, there were few product or company announcements. The biggest company news was Oracle’s acquisition of RightNow. -
Salesforce.com Service Cloud Winter '12
Cross-Channel Case, Knowledge, Account, and Social Network Management
by Mitchell KramerSalesforce Service Cloud Winter ’12 addresses customer service requirements for B2B and B2C organizations of all sizes across many industries in all geographies; if you’re already a Salesforce Sales Cloud user, Service Cloud could be your best fit. -
Knova 8.0 from Consona
Knowledge Management, Customer Service Process Support, and Analytic Functionality
by Mitchell KramerKnova 8.0 is a strong customer service offering that provides case management and knowledge management capabilities across assisted-service, self-service, and social-service channels for on-premise or cloud deployment. -
Customer Service Supplier and Product Update 2Q2011
A Mixed 2Q2011 for Customer Service
by Mitchell Kramer2Q2011 was a mixed quarter in customer service, mixed in customer growth, financial performance, products, and company activity. -
Key Role: SVP of Cross-Channel Customer Experience (or Equivalent)
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldWhat’s the one role that makes the most difference in a company’s ability to “make it easy for your customers to do business with you”? An SVP of customer experience (or equivalent). -
How Well Does Staples Help a Small Company "Manage My Stuff?"
Customer Experience Audit of Staple’s Capabilities to Let Small B2B Customers Manage Their Relationship
by Ronni MarshakStaples has done a great job of making it easy for customers. But how does it do in a scenario in supporting a small business customer’s account management needs as he tries to “manage his stuff?” -
How Well Does Amazon.com Let Me "Manage My Stuff?"
Customer Experience Audit of Amazon.com’s Capabilities to Let Customers Manage Their Relationship
by Ronni MarshakAmazon.com is the role model for creating a great online customer experience. But how well does it do in helping loyal customers “manage their stuff.” In this customer experience audit, we see how Amazon does in a true-to-life customer scenario. -
Why Apple's iCloud Service Will Be Successful
iCloud Service Provides Much-Needed Seamless Synchronization of Digital Media and Applications
by Patricia SeyboldApple’s iCloud offering is misunderstood. It’s not a streaming audio/video service. It’s a “keep my life in synch across my devices” service. -
Customer Service Company and Product Update 3Q2010
An Excellent 3Q2010 for Customer Service
by Mitchell Kramer3Q2010 was an excellent quarter across financial performance, product activity, and company activity for 11 leading customer service suppliers; eGain and Moxie Software earned Customers.com Customer Service Stars. -
IntelliResponse Answer Suite 6.0
Delivering "One Right Answer" to Customers' Questions
by Mitchell KramerIntelliResponse Answer Suite can deliver a single result, the “One Right Answer,” to the search queries that represent any and every customer service question; consider this offering as the front door for your customer service experience.
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