Customer Information & CRM
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Facebook Tries to Clean Up Its Privacy Act
Can Facebook Users Really Expect Any Privacy Protections?
by Patricia SeyboldWill Mark Zuckerberg pay attention to customers' desire to control the information they share through applications that connect with the Facebook platform? -
Dell Support Fails at Providing a 360-Degree View
Customer-Facing Employees Don’t Seem to Share Customer Context or Company Policy Information
by Ronni MarshakProviding a 360-degree view of all your customer interactions to your customers is vital. But you also have to provide a 360-degree of your internal policies and processes to all customer-facing employees. Dell didn't do that with unhappy results. -
How to Approach Customer Experience Management
An Overview of Patricia Seybold Group’s Recommended Game Plan
by Patricia SeyboldIn this report, you’ll learn how the Patricia Seybold Group defines and approaches customer experience management. -
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. -
AIP UniPHY: Creating a Professional Social Network
How the American Institute of Physics Is Creating Value Add for Its Members
by Patricia SeyboldHow do you build a social network for professionals? The American Institute of Physics is paving the way by pre-populating the profiles and network connections of physics experts based on the research papers these experts have co-authored. -
Provide a 360-Degree View of Each Customer's Context
Making Complete Customer Information Available to Customers as They Address Their Scenarios
by Ronni MarshakOrganizations that allow customers to access, update, organize, and enhance all the information you have about them are primed to keep customers happy long term. -
IBM's Enterprise Content Management Strategy: Bigger than ERP?
Broader and Deeper; Redefines Both Content and Management
by Susan AldrichIBM's Enterprise Content Management (ECM) strategy is big—very big. And that’s good news for customers. -
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. -
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. -
How Should You Manage Customer and Partner Portals?
Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldThis PSG Classic report presents the do’s and don’t’s of managing customer and partner portals. Although written several years ago, the rules of thumb presented still hold true and are perhaps even more applicable to today’s portal environments. -
Partner Portals Should Be Combined with Customer Portals
Why Not Design Your Partner Portals to Surround and Complement Your Customer Portals?
by Patricia SeyboldPartner portals and customer portals should be designed and managed together. The information and resources that partners need overlap with the information and resources customers want and need. -
Why CRM Is the Wrong Answer to the Wrong Question
Are You Investing in the Right Stuff?
by Patricia SeyboldCRM applications do a lousy job of addressing the strategic customer issues that every organization faces. If you’re in the process of yet another round of CRM improvements, perhaps it’s time to take a fresh look at what your strategy really should be. -
Customer Support: Success with Knowledge Management
Best Practices from Fujitsu Siemens, Moeller Group, Nokia Siemens Networks, Siemens A&D, Siemens SIS, O2, and Versatel
by Susan AldrichSeven companies share their success stories in automating the creation and use of knowledge assets for customer service. -
Provide a 360-Degree View of the Customer Relationship
Leading the Way to Customer Loyalty and Profitability
by Patricia SeyboldThe fourth critical success factor originally introduced in Customers.com is “Provide a 360-degree view of the customer relationship.” -
Concerns of Customer Visionaries in Q4 2005
Visionary Customer-Centric Executives Are Tackling Next-Generation E-Business Challenges
by Patricia SeyboldLearn what’s top-of-mind for customer-centric e-business executives as they head into 2006. What lessons have they learned? What issues are they facing? What initiatives lie ahead? -
Federated Customer Information
A Practical Approach to Breaking through Customer Information Silos
by Mitchell KramerCustomer information is the key to delivering a cross-channel, cross-lifecycle customer experience that makes it easy for your customers to do business with you. In this report, we describe a best practices approach for harnessing customer information. -
Northern Light Enterprise Search Engine V.3.0
Low Price, High Value, and Programmer Friendly
by Susan AldrichNorthern Light Enterprise Search Engine V.3.0 stacks up well against our enterprise search evaluation criteria. -
Content Management Goes Back to the Future
Content Management Is Evolving Today as Data Management Did Twenty-Five Years Ago
by Mitchell KramerWhat is the future of content management? Just look at data management’s past. -
What Are Customer Experience Best Practices?
Summary of Our Findings from the APQC Total Customer Experience Benchmark and a Report Card for You
by Patricia SeyboldHere’s our high-level summary of the best practices that we discovered in a recent conference conducted by the American Productivity and Quality Council between 10/04 and 4/05. We include a Customer Experience Report Card you can use to rate yourselves. -
Customer Portals: Central to Your Customer Experience Strategy
Customer Portals Support Your Customers throughout Their Lifecycles
by Patricia SeyboldThere are three reasons why customer portals are hot: 1) you save money; 2) you increase customer satisfaction, loyalty, and profitability; and 3) you gain visibility into customers’ account information, their needs, and their preferences.
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