Search & Content Management
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Search Product and Company Update - Part 2, 2007
Part 2, Public Companies: Terrific 2007
by Susan AldrichOur recap of 2007 concludes that it was a pretty good year for the seven publicly-traded search technology companies on our watch list, with gains of more than 8,000 customers. -
Airbus's Super Jumbo Content Challenge
Fine-Grained Information Objects, Variants, and Layered Architecture Form the Solution
by Susan AldrichAirbus has developed a system that enables 1000 people to build a million pages of accurate, custom documentation for each Superjumbo aircraft it ships. -
Search Product and Company Update - Part 1, 2H2007
Part 1, Privately Held Companies: Strong Second Half Finishes a Strong 2007
by Susan AldrichSeventeen privately-held vendors on our search technology watch list mostly had another good half, although, with 772 new enterprise customers, growth was roughly flat compared to last half. Revenue growth was strong, reaching as high as 300 percent. -
Five Principles of Customer Engagement
How to Connect More People to the Products They Need
by Susan AldrichIn the uncertain economy of 2008, customer engagement may prove to be the key to retail success. Our five principles are tried and true approaches that can help you produce a fresh, engaging experience. -
Enterprise Search Planning and Evaluation Matrix, Version 3
A Blank Matrix to Facilitate Your Evaluation
by Susan AldrichTo assist you in your enterprise search planning and evaluation efforts, we are presenting the criteria in matrix form with blank columns. You can use this matrix to notate the capabilities of the short list of products you are currently investigating. -
Enterprise Search Planning and Evaluation Framework, Version 3
How to Plan and Select Search, Navigation, and Discovery Solutions for Web Sites, Applications, Intranets, and as Enterprise Platforms
by Susan AldrichHere is everything you need to know in order to plan, select, and manage enterprise search and navigation. -
Avoiding Search Pitfalls
How to Sidestep and Recover from the Worst Problems
by Susan AldrichThere are six big pitfalls that are peculiar to search projects. We have some advice on how to avoid them, or escape them if you’re already in the hole. -
The First Big Mistake in Search and Knowledge Projects
Establishing the Right Vision and Compelling Communications
by Susan AldrichThe first pitfall your search project encounters is the most deadly—but we can steer you around it. -
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. -
High Technology Search and Navigation Test Drive
Finding Specific Information about FAST ESP, Google Search Appliance, IBM OmniFind Edition and Oracle Secure Enterprise Search
by Susan AldrichHow well do search vendors do at delivering information to their customers? Check out our test drive of FAST, Google, IBM and Oracle. -
Site Search Self-Assessment
How Does Your Company’s Search Capability Stack Up?
by Susan AldrichIf your organization can’t agree on whether your site search is adequate, use our self-assessment to shift from anecdote to analysis. -
Self-Service Resolution: Cable TV Companies
Comparing Charter Communications, Comcast, Cox Communications, Time Warner Cable, and Verizon Search Experiences
by Susan AldrichThe search experiences at five cable TV companies, Charter Communications, Comcast, Cox Communications, Time Warner Cable, and Verizon are compared in light of a problem resolution scenario. -
What Differentiates the Search Experience?
Philosophy and Search Management Make the Difference at Online Department Stores
by Susan AldrichDoes site search differentiate the online customer experience? Evaluation of search at four department stores suggests that it does. -
Search Experience Metrics
Key Indicators You Should Be Tracking for Customer Search Experience
by Susan AldrichA great search experience is the starting point for an acceptable customer experience. There are 2 metrics that will tell you how well your company performs against customer expectations. -
Seeker Experience Survey
Is Search Getting Better?
by Susan AldrichOur survey of seeker experience and projects to improve findability indicate much is spent, but much is left to be done. -
Customer Service Tool Kit
Developing Your Cross-Channel, Cross-Lifecycle Customer Service & Self-Service and Support Search Initiatives
by Patricia SeyboldPSG Tool Kits help you identify requirements and make the right decisions. -
Are You Handling Content Management as a Customer-Critical Issue?
Shoddy Content Management Will Adversely Impact the Value of Your Company
by Patricia SeyboldContent management issues are costing your company big bucks when measured in terms of customer lifetime value. What should you do about it? -
In Google We Trust?
What’s Google’s Impact on Your Strategy?
by Patricia SeyboldWhat’s your Google strategy? Google has become much more than a search engine. It’s now a major market force and a shaper of customer behavior. In fact, Google’s strategy may impact your company’s future, whether you pay attention or not! -
Concerns of Customers.com Visionaries in Q2 2005
Issues, Initiatives, and Requirements from Customer-Centric Executives in Q2 2005
by Patricia SeyboldOur hand-picked group of visionaries are committed to making it easy for their customers to do business with them. Here are the top-of-mind issues facing customer-centric visionary leaders in the first half of 2005. -
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.
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