Self-Service & Assisted Service
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HP Provides Cross-Channel Inventory Visibility
Responding to the Moment of Truth: 'Where Is This Product in Stock?'
by Patricia SeyboldOne of customers' "moments of truth" in deciding which product to buy is knowing where the product is in stock and how soon they can receive it. Hewlett-Packard's Internet marketing group has partnered with Channel Intelligence to provide near-real-time -
Self-Service and Support Search Solution Evaluation Framework
Criteria for Selecting Search, Navigation, and Discovery Solutions for Customer and/or Partner Self-Service and Support
by Susan AldrichTo help you choose the right self-service and support search solution and avoid a costly mistake, we’ve developed the Self-Service and Support Search Solutions Evaluation Framework. -
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. -
Capturing Customer Requirements for Content Management
Using Customer Scenario® Mapping to Gather Requirements for Information Attributes, Metadata, Roles, and Responsibilities
by Patricia SeyboldWhat’s the best way to scope and launch any ECM initiative? Start with the audience for the information; identify that audience’s critical scenarios; then identify the information and content required to support those scenarios, the content attributes an -
Delivering Content in Context at National Semiconductor
Organizing and Visualizing Content for Reference Hardware Designs
by Geoffrey BockNational Semiconductor is in the midst of deploying a set of System Solutions, reference hardware designs that describe how to incorporate various analog devices to engineer different electronic products. -
Emerging Governance Structures for Tackling Information Management
Laying the Structure for a Strategic Core Competency in Information Management
by Patricia SeyboldInformation management is looming as a necessary strategic core competence for organizations in the 21st century. Here’s how forward-thinking organizations are organizing themselves to tackle information management strategically. -
Wanted: Information Architects!
Improving the Findability of Enterprise Information
by Patricia SeyboldWe are in desperate need of information architects and other information professionals who can make sense of the mess of information we've created and is now exposed to our customers, our partners, and the world! -
Supporting the Partner Channel
Education and Services Can Help Partners Truly Add Value, Keeping Them and Customers Satisfied
by Patricia SeyboldA well-educated and well-supported partner will help you make more sales. -
American Express Comes Through for a Member in Need
Solving a Problem Leads to an Easy Up-Sell
by Ronni MarshakWhen a customer is in crisis, solving the problem on the spot makes the sale! -
Challenges in Supporting Customer Scenarios® Across Multiple Touchpoints
Following Up on Fleet’s Focus on Customer Service: Personnel Doing a Fine Job, but Voice Response System in Desperate Need of Enhancement
by Ronni MarshakFleetBoston has real problems with cross-touchpoint consistency in customer service. -
Good, Old-Fashioned, Customer Service
Just Keep Your Promises, and You’re Almost There!
by Ronni MarshakEven a no-tech example can showcase best practices in providing customer service. -
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 SeyboldArchitecture has become a key consideration when evaluating CRM offerings. Often, IT architects are the key influencers in the decision-making process. -
Empire Blue Cross and Blue Shield Delivers Customer-Centric Services over the Web
Using E-Business Portals to Transform Relationships with Members, Physicians, Brokers, and Employers
by Geoffrey BockEmpire Blue Cross and Blue Shield has now introduced four customer-focused self-service portals, targeting the needs of members, physicians, brokers, and employers. -
The Five Waves of CRM
How CRM Functionality and Architecture Have Evolved
by Patricia SeyboldCRM has been a moving target, moving through five distinct waves of demands and technology solutions. -
Duck Head Apparel Goes National on the Web
Non-Catalog Retailer Tackles E-Commerce
by David MarshakDuck Head Apparel, a brand of casual clothes sold through major retailers, launched its own online store—a major undertaking for a manufacturer that had never even had a catalog -
Adding Executive Job Searching to the Wall Street Journal Interactive Edition
Crossing the Digital Divide for Job Recruiting
by Geoffrey BockThe Wall Street Journal and Korn Ferry created a partnership to link the WSJ's employment ads with Korn Ferry's interactive screening tool, FutureStep. Their goal: reduce the time to fill business manager positions from 4 months to 30 days. -
National Semiconductor Seduces Its Value Chain
A Best Practice in Electronic Commerce
by Patricia SeyboldNational Semi continues to impress us with the deliberate way it continuously extends the reach of its electronic business initiatives. -
Bacardi Limited Leverages Groupware into Electronic Commerce
Providing a View into the Supply/Distribution Chain
by David MarshakNo Description Available -
The Wall Street Journal Interactive Edition, 1997
Extending and Enhancing the Marketplace for Business Information
by Geoffrey BockNo Description Available
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