Articles authored by Mitchell Kramer

• Salesforce Service Cloud Summer 17 January 25, 2018
• Virtual Assistant Update June 23, 2017
• Microsoft: Competitive in Customer Service December 5, 2016
• Microsoft Dynamics 365 for Customer Service November 30, 2016
• Desk.com from Salesforce.com June 15, 2016
• Salesforce Social Studio April 28, 2016
• Freshdesk March 11, 2016
• Nuance Nina November 21, 2015
• Zendesk October 15, 2015
• Next IT Alme, Version 2.2 June 24, 2015
• IBM Watson Engagement Advisor Update May 22, 2015
• Oracle Service Cloud Virtual Assistant February 20, 2015
• Salesforce Service Cloud December 19, 2014
• Framework for Evaluating Customer Service Software October 15, 2014
• Desk.com from Salesforce.com August 22, 2014
• IBM Watson Engagement Advisor July 10, 2014
• Customer Service Supplier and Product Update 1Q2014 June 5, 2014
• Clarabridge 6.1 May 9, 2014
• Personalized Answers to Customers’ Questions April 24, 2014
• Patterns from Customer Service Suppliers’ VOC March 14, 2014
• Customer Service Supplier and Product Update 4Q2013 March 7, 2014
• Nina Web January 29, 2014
• Next IT Alme December 13, 2013
• Customer Service Supplier and Product Update 3Q2013 December 5, 2013
• Oracle Service Cloud Social Experience September 27, 2013
• Customer Service Supplier and Product Update 2Q2013 September 6, 2013
• Salesforce Radian6: An Insight Ecosystem August 1, 2013
• Customer Service Supplier and Product Update 1Q2013 May 30, 2013
• IntelliResponse Virtual Agent May 10, 2013
• Clarabridge Analyze, Collaborate, and Engage March 28, 2013
• Customer Service Supplier and Product Update 4Q2012 March 6, 2013
• Salesforce.com Service Cloud Winter ’13 January 24, 2013
• Customer Service Supplier and Product Update 3Q2012 December 13, 2012
• Next IT ActiveAgent November 29, 2012
• Creative Virtual V-Person September 20, 2012
• Customer Service Supplier and Product Update 2Q2012 September 6, 2012
• VirtuOz Intelligent Virtual Agent July 26, 2012
• Customer Service Supplier and Product Update 1Q2012 June 7, 2012
• KANA Experience Analytics May 24, 2012
• Social-Service Evaluation Framework April 5, 2012
• Customer Service Supplier and Product Update 4Q2011 March 15, 2012
• Attensity Analyze and Attensity Respond March 1, 2012
• Salesforce Radian6 January 26, 2012
• RightNow Social Experience December 15, 2011
• Customer Service Supplier and Product Update 3Q2011 December 8, 2011
• Salesforce.com Service Cloud Winter '12 December 1, 2011
• Knova 8.0 from Consona October 6, 2011
• Customer Service Supplier and Product Update 2Q2011 September 15, 2011
• RightNow CX May 2011 June 30, 2011
• Customer Service Supplier and Product Update 1Q2011 June 9, 2011
• SDL BeGlobal 1.1 May 12, 2011
• Customer Service Supplier and Product Update 4Q2010 March 10, 2011
• Moxie's Knowledgebase March 3, 2011
• Consona Knowledge Driven Support 1.0 January 20, 2011
• KANA Service Experience Management 11 December 23, 2010
• Customer Service Company and Product Update 3Q2010 December 16, 2010
• Oracle to Acquire ATG November 11, 2010
• IntelliResponse Answer Suite 6.0 October 21, 2010
• Customer Service Company and Product Update 2Q2010 September 16, 2010
• nGenera Knowledgebase 9.0 July 1, 2010
• Customer Service Company and Product Update 1Q2010 June 17, 2010
• Customer Service Evaluation Framework May 26, 2010
• Demandware eCommerce Platform Winter '10 March 25, 2010
• Customer Service Company and Product Update 4Q2009 March 11, 2010
• 2009 Ecommerce Product and Supplier Update February 25, 2010
• Venda Enterprise February 11, 2010
• Elastic Path Commerce 6.2 January 14, 2010
• Salesforce.com: KM-Based Customer Service in Service Cloud 2 December 23, 2009
• Customer Service Company and Product Update 3Q2009 December 10, 2009
• Comparing Deployment Options for CX Apps October 22, 2009
• Customer Service Company and Product Update 2Q2009 September 17, 2009
• The Customers.com Evaluation Framework for Campaign Management Applications August 27, 2009
• Self-Service CX Performance July 30, 2009
• Customer Service Company and Product Update 1Q2009 June 4, 2009
• Customer Service Company and Product Update 4Q2008 April 2, 2009
• FiftyOne: Enabling International Customers to Buy from U.S. E-Tailers March 26, 2009
• RightNow Service, a Solution for Organizations of All Sizes in a Wide Range of Industries January 29, 2009
• Customer Service Company and Product Update 3Q2008 November 26, 2008
• empolis:Service Lifecycle Suite October 9, 2008
• Customer Service Company and Product Update 2Q2008 September 25, 2008
• IBM WebSphere Commerce Suite 6.0 July 31, 2008
• ATG Commerce Suite 2007.1 June 12, 2008
• Customer Service Company and Product Update 1Q2008 May 29, 2008
• B2C Ecommerce Evaluation Framework April 24, 2008
• IntelliResponse 5.6 April 10, 2008
• ATG Commerce Service Center March 13, 2008
• Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update 4Q2007 February 28, 2008
• IBM Sales Center for WebSphere Commerce February 21, 2008
• Customers' Requirements for Customer Service September 6, 2007
• Best Practices in Customer Self-Service May 31, 2007
• Research, Compare, and Select Running Shoes April 27, 2007
• Research, Compare, and Select a Travel Rewards Credit Card April 12, 2007
• Customer Self-Service at Xerox February 13, 2007
• Customer Portal Survey January 18, 2007
• Customer Self-Service at Sovereign Bank November 2, 2006
• Customer Self-Service at Apple September 28, 2006
• Customer Self-Service at Comcast September 7, 2006
• Customer Self-Service at Verizon August 10, 2006
• Customer Self-Service at Verizon Wireless July 27, 2006
• Customer Portals Evaluation Framework, Version 2 May 18, 2006
• Customer Portals Research Findings May 4, 2006
• Lessons in Customer Service March 9, 2006
• Federated Customer Information December 8, 2005
• Campaign Management at Nationwide Building Society September 15, 2005
• Managing Product Content at Hewlett-Packard August 18, 2005
• Content Management Goes Back to the Future May 19, 2005
• ServiceWare Enterprise 5.7 December 2, 2004
• E.piphany Advisor November 18, 2004
• Kanisa Application Suite 6.1 October 28, 2004
• Cross-Channel, Cross-Lifecycle Operational Requirements October 14, 2004
• Comergent E-Business System 6.4 September 30, 2004
• Framework for Evaluating Cross-Channel, Cross-Lifecycle Customer Service Products September 9, 2004
• May I Help You? September 2, 2004
• Microsoft CRM 1.2 July 15, 2004
• Cross-Channel CRM July 1, 2004
• Data Mining at Work June 10, 2004
• Customer Data Mining May 27, 2004
• Oracle Customer Intelligence May 20, 2004
• MicroStrategy Customer Analysis May 13, 2004
• KXEN Analytical Framework 3.0 April 22, 2004
• How Strong Is Your Customer Experience? April 1, 2004
• Marketswitch TRUE Optimization Suite 4.7 March 18, 2004
• BusinessObjects Customer Intelligence Customer Analytics 6.1 February 26, 2004
• SAS Marketing Optimization 3.2 February 5, 2004
• Unica Affinium 6 January 15, 2004
• CRM in 2004 January 8, 2004
• Customer Data Warehouses December 18, 2003
• PSGroup Bull's-Eye: Data Warehouse Databases: Best Analytics Capabilities November 26, 2003
• PSGroup Bull's-Eye: Data Warehouse Databases: Best Data Type Support November 20, 2003
• Data Warehouse Database Feature Comparison Matrix November 13, 2003
• Teradata Warehouse 7.0 October 30, 2003
• Siebel Acquires UpShot and Motiva October 23, 2003
• The Top 10 Reasons that CRM Projects Fail October 2, 2003
• DB2 Data Warehouse Enterprise Edition September 11, 2003
• What about the Customers? June 19, 2003
• How to Approach Multi-Channel CRM May 22, 2003
• Chordiant 5 April 3, 2003
• Epiphany E.6 March 20, 2003
• SAS Moves Up-Market March 20, 2003
• Data Warehouse Databases March 6, 2003
• divine’s Velocity Marketing February 20, 2003
• Multi-Channel CRM Architecture February 6, 2003
• Blue Martini Relationship Marketing January 30, 2003
• Marketswitch TRUE Suite January 16, 2003
• Campaign Management Integration January 9, 2003
• Epiphany Marketing January 2, 2003
• Aprimo Marketing 5.5 December 5, 2002
• Teradata CRM 4.2 October 24, 2002
• Campaign Management September 19, 2002
• What’s Important in CRM Architecture? February 7, 2002
• What Is CRM? December 13, 2001

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