Online Communities
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Knova 8.0 from Consona
Knowledge Management, Customer Service Process Support, and Analytic Functionality
by Mitchell KramerKnova 8.0 is a strong customer service offering that provides case management and knowledge management capabilities across assisted-service, self-service, and social-service channels for on-premise or cloud deployment. -
RightNow CX May 2011
Cross-Channel Case Management, Knowledge Management, and Account Management
by Mitchell KramerRightNow CX May 2011 is the current release of the CRM Suite from RightNow. Its customer service capabilities comprise facilities for case, knowledge, and account management. Its support for process-oriented assisted-service is its strongest feature. -
ConnectedN's Content Curation for Social Media Engagement
Enabling Busy Subject Matter Experts to Deliver Valuable Content to Clients and Prospects
by Susan McKittrickContent curation for social media engagement. Product review of ConnectedN, a content curation platform that enables professionals to easily engage in social media conversations by making timely comments on relevant third-party content. -
Toward Boosting Our Collective IQ: A Knowledge-Centric Approach
A Selection of Writings by Douglas C. Engelbart
by Douglas Engelbart, Christina EngelbartAdaptations on seminal reports from Dr. Doug Engelbart on his vision of a dynamic knowledge ecosystem and how it boosts the Collective IQ. Updates by Christina Engelbart on what is still to be accomplished. -
Accidental Billionaires?
Is Ben Mezrich’s Depiction of Facebook’s History Worth Reading?
by Patricia SeyboldThe Accidental Billionaires, and the corresponding movie, The Social Network, aren’t about social networking. They are about the bad feelings among the people who were involved in the emergence of Facebook as a business. -
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? -
Online Community Platform Company and Product Update 1H2010
A Solid Period of Stability and Hiring
by Matthew LeesThe first half of 2010 was a good stretch for the 12 companies on our watch list. Many saw steady, if not increased, customer acquisition. Hiring was strong (and remains so), and product development continued at a rapid pace.ion Available -
Going Social Globally: A Global Perspective on Customer Relationships and Social Media
An Interview with Bill Decker, Principal, Partners International
by Matthew LeesAccording to Bill Decker, going social globally means understanding the relationships between company and customer and how they vary from culture to culture. Through diverse examples, Decker gives recommendations on avoiding common cultural pitfalls. -
Lithium Social CRM Suite
On-Demand Platform for Supporting Customer Communities
by Matthew LeesLithium Technologies’ Social CRM platform is an impressive set of SaaS applications interconnected via search, ratings and rankings, and many other integrated components. If your customer base is sizable enough, we recommend Lithium for your short list. -
Local Motors
Reinventing the Car Industry from the Outside In
by Patricia SeyboldLocal Motors is a new American car company with an innovative approach: get customers to design cars, manufacture them locally, and let customers help assemble their own cars Build-A-Bear style! -
Nature Reinvents Textbooks
Scitable: A NextGen Ecosystem for Learning & Teaching Science
by Patricia SeyboldNature Education has an innovative replacement for college textbooks. It’s an online resource and classroom with a network of subject matter experts. And it’s free to students and faculty. -
Want Customer-Contributed Content?
Make It Easy for Your Customers to Multi-Post
by Patricia SeyboldDo you want customers to contribute content to your Web site? Customers are more likely to post or curate content in an environment that will "automagically" syndicate that comment or posting out to several other sites. -
How Citrix Evolved Its Online Community of Customer Advisors
How to Recruit and Manage a Private Customer Community—Patty’s Visionaries' Interviews' Series
by Patricia SeyboldAndrea Davidowitz tells the story of how and why she launched a private B2B online community of advisors in 2007 and what she has learned about running and managing a private customer community. Andrea manages strategic customer programs at Citrix. -
Framework for Evaluating Online Community Platforms, Version 3
How to Evaluate Solutions that Enable Online Customer Communities
by Matthew LeesOnline communities can empower customers and strengthen relationships between them and your company. This happens via careful planning, sufficient resources, and using the right tools. This updated framework will help identify the one that’s best for you. -
Best Practices in Corporate Blogging
How Your Organization Can Run a Successful Blogging Program
by Matthew LeesWhile blogging isn't a new communications medium, many companies are still getting the hang of it. Blogging takes commitment. But the many benefits can be attained by following best practices such as framing blogs as an ongoing program. -
B2B Firms Are Adopting Web 2.0
How to Engage and Empower Business Customers Online
by Patricia SeyboldOur B2B use of Web 2.0 chalk talk provides “slideware” with commentary so that you can re-use the graphics, concepts, and overall presentation to educate others. -
Customer Innovation Guide: Core Competency 3
Mastering the Third Core Competency: Customer Co-Design
by Patricia SeyboldCo-designing your company’s future with your customers is imperative to ensuring continuing innovation. See how far along your company is in taking advantage of customer co-design in this self-assessment guide. -
What Customer-Centric Visionary Execs Are Doing in 2007
Customer-Outcome-Driven Businesses, Disappearing Home Pages, and Other Trends
by Patricia SeyboldWant to know what’s on customer-centric execs’ minds? Here’s an overview of some of the topics discussed at Patty Seybold’s Spring 2007 Visionaries’ Meeting. -
Customer Innovation Guide: Core Competency 2
Mastering the Second Core Competency: Effective Community Building
by Patricia SeyboldCustomer communities are a bountiful source of innovative ideas and an excellent opportunity to create lasting relationships with your most loyal customers. But you have to do more than just set up a community and say “go.” -
Community Surfing
What You Can Learn from Communities You Don’t Own
by Matthew Lees“Community Surfing” is learning from external communities which you don’t own. These communities contain a wealth of information that can be a source of insights, provide a glimpse into industry trends, and give you ideas to use in your own community.
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