Customer Information & CRM
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QCE Resolutions
Focus on What Matters Most to Your Customers
by Patricia SeyboldAre you interested in providing or improving your customer experience in 2005? Then start by focusing on these five areas. -
E.piphany Advisor
Products That Can Improve Your Customer Experience
by Mitchell KramerEpiphany Advisor is a suite of three products, specialized implementations of those products for retail financial services and communications companies, and tightly packaged integrations of the products with PeopleSoft and Siebel CRM applications. You ca -
VP of Customer Intelligence
Patty's Dream Team: Roles and Responsibilities You'll Need for Your Customer-Centric Organization
by Patricia SeyboldThe first priority of your VP of customer intelligence should be to act as the custodian for the information that your customers care about. -
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 -
Where Does Support Fit in Your Customers’ Lifecycles? Everywhere!
Support Isn't a Stage in the Customer Lifecycle; It's the Engine That Drives it!
by Patricia SeyboldCustomers need to be supported throughout their entire lifecycle, not just during the post-sales stage. Customer support should be the engine that drives your business process improvements. -
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. -
Arbortext 5
A Suite for XML-Based Technology Publishing
by Mark WalterArbortext’s latest release, Arbortext 5, continues the company’s tradition of addressing XML-based authoring and cross-channel publishing, but it also introduces innovations in authoring, styling, and link management that are important in complex product -
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. -
Requirements for Cross-Channel Content Management
Why Companies Are Adopting XML-Based Publishing Models for Product Support Documentation
by Mark WalterAn XML-based, “single-source” publishing model cuts time and costs associated with producing complex content for multiple channels. This report examines the single-source model in the context of product support applications. -
Data Mining at Work
Predicting and Preventing Terrorism
by Mitchell KramerData mining is a powerful and proven analytic technology. This report discusses how it can be used to predict and prevent terrorism and urges its use for that purpose. -
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. -
Rethinking CRM
Customers Don't Want to Be Managed; They Do Want Good Experiences and Outcomes
by Patricia SeyboldToday’s customer-centric executives have expanded the purview of their CRM initiatives to encompass end-to-end customer experience management. Their mandate now includes merchandising and product information, as well as all customer-impacting operational -
How Strong Is Your Customer Experience?
Building Strong Customer Experiences Twelve Ways
by Mitchell KramerCustomer experience is the environment in which your customers do business with you. Build a stronger customer experience, and you’ll improve customer satisfaction, loyalty, and profitability. Learn in this report how to build stronger customer experienc -
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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