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Customer Information & CRM

• Customer Data Warehouses

  Closing the Loop on Customer-Centricity

  by Mitchell Kramer

  A 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.
  Dec. 18, 2003

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• Developing Your Plan of Attack for Your ECM Initiative

  How to Scope the Content Collection that Maximizes Your Opportunities for Success

  by Susan Aldrich

  So much content to be managed, so little time: Where do you start your ECM initiative?
  Dec. 4, 2003

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• PSGroup Bull's-Eye: Data Warehouse Databases: Best Analytics Capabilities

  Which Providers Offer the Best Analytics Capabilities?

  by Mitchell Kramer

  Our “Bull’s-Eye” graphical report presents the highest-level summary of our analysis, evaluation, and comparison of the analytics capabilities in the four leading data warehouse databases.
  Nov. 26, 2003

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• PSGroup Bull's-Eye: Data Warehouse Databases: Best Data Type Support

  Which Providers Offer the Best Data Type Support?

  by Mitchell Kramer

  Our “Bull’s-Eye” graphical report presents the highest-level summary of our analysis, evaluation, and comparison of the data type support in the four leading data warehouse databases.
  Nov. 20, 2003

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• Data Warehouse Database Feature Comparison Matrix

  Comparing IBM DB2 Data Warehouse Enterprise Edition Version 8.1, Oracle9i Enterprise Edition, Sybase IQ 12.5, and Teradata Warehouse 7.0 against Our Evaluation Framework

  by Mitchell Kramer

  In this report, we summarize our framework-based evaluations of four data warehouse database products in the form of a matrix.
  Nov. 13, 2003

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• Teradata Warehouse 7.0

  An Excellent Database for the Largest Data Warehouses

  by Mitchell Kramer

  This report evaluates Teradata Warehouse 7.0 against our framework for data warehouse databases.
  Oct. 30, 2003

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• Siebel Acquires UpShot and Motiva

  Strengthening SFA Functionality, Technology, and Packaging

  by Mitchell Kramer

  This report presents our take on Siebel’s October 15, 2003, acquisitions of UpShot Corporation and Motiva, Inc.
  Oct. 23, 2003

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• The Top 10 Reasons that CRM Projects Fail

  and Our Prescription for Ensuring that Your CRM Project Won’t

  by Mitchell Kramer

  We’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
  Oct. 2, 2003

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• DB2 Data Warehouse Enterprise Edition

  A Comprehensive Bundle for Top-End Data Warehouses

  by Mitchell Kramer

  This report evaluates IBM DB2 Data Warehouse Enterprise Edition against our framework for data warehouse databases.
  Sep. 11, 2003

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• How to Approach Multi-Channel CRM

  Walk In Your Customers' Shoes and Identify the Services that Customers' Need across Channels

  by Mitchell Kramer

  Your 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.
  May. 22, 2003

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• Chordiant 5

  How Chordiant’s CRM Suite Stacks Up Against Our Framework for Evaluating Multi-Channel CRM Solutions

  by Mitchell Kramer

  This report assesses the functionality, administration, and Architecture of Chordiant 5 against our evaluation and comparison framework for the multi-channel CRM.
  Apr. 3, 2003

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• Epiphany E.6

  How E.piphany’s CRM Suite Stacks Up against Our Framework for Evaluating Multi-Channel CRM Solutions

  by Mitchell Kramer

  This report assesses the functionality, administration, and Architecture of E.piphany E.6 against our evaluation and comparison framework for multi-channel CRM.
  Mar. 20, 2003

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• Data Warehouse Databases

  Our Framework for Evaluating and Comparing Products that Implement Data Warehouses

  by Mitchell Kramer

  This reports documents a framework for evaluating data warehouse databases. The framework has been designed to simplify the effort and reduce the risk to select the data warehouse database that is best for you.
  Mar. 6, 2003

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• Multi-Channel CRM Architecture

  An Architecture for Ideal Customer Experience

  by Mitchell Kramer

  This report defines an Architecture for Multi-Channel CRM. This Architecture can help define your CRM requirements and evaluate CRM products.
  Feb. 6, 2003

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• Campaign Management Integration

  What Integration Work to Expect When You Deliver Multi-Channel Campaigns

  by Mitchell Kramer

  Integration is a major issue in delivering multi-channel campaigns. This report examines the causes for the issue and recommends how you should address it.
  Jan. 9, 2003

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• Common Pitfalls to Avoid in CRM

  Think Customer-Managed Relationships (CMR) First and You’ll be On the Right Track

  by Patricia Seybold

  Many CRM initiatives aren't gaining traction because they've been implemented poorly. We've found eight common problems that keep CRM efforts from taking off.
  Oct. 24, 2002

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• BPR for CRM?

  Whose Business Processes Are You Redesigning? Make Sure It’s the Ones that Customers Care About!

  by Patricia Seybold

  Best practices in CRM are an alluring goal, but make sure you start with processes that the customers care about.
  Sep. 19, 2002

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• Why IT Architecture Is Important in the Selection of a CRM Solution

  Customers’ Changing Needs Dictate a Flexible, Adaptive, and Customer-Friendly CRM Infrastructure

  by Patricia Seybold

  Architecture has become a key consideration when evaluating CRM offerings. Often, IT architects are the key influencers in the decision-making process.
  Aug. 29, 2002

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• The Future of Contact Centers

  Rather than Going Away, They Will Be a Point of Consolidated Information and Functionality

  by Ronni Marshak

  Contact center solutions today provide a key set of capabilities which will, in the future, need to be enhanced to meet customer needs.
  Jul. 18, 2002

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• The CRM Paradox

  When a 360 Degree View Doesn't Give a Complete Picture

  by Ronni Marshak

  There is an emerging paradox: customers frequently can get more information than can the employees whose jobs are to help them.
  Jun. 20, 2002

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