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Featured Research
- IBM WebSphere Commerce Suite 6.0
Rich Ecommerce Services, Flexible Technologies, and Elegant Integration with External Applications
07/31/2008 - Mitchell Kramer
- Customer
Service KM Evaluation Framework
How
to Evaluate Knowledge
Management-Based
Solutions
07/10/2008 - Mitchell Kramer
- ATG
Commerce Suite 2007.1
Rich
and Flexible Support of
Key Customer Ecommerce
Activities
06/12/2008 - Mitchell Kramer
- Customer
Service Company and Product Update
A
Surprisingly Strong 1Q2008
05/29/2008 - Mitchell Kramer
- B2C Ecommerce Evaluation Framework
How
to Evaluate Software
that Supports Consumers’ Shopping,
Buying, and Account
Management
04/24/2008 - Mitchell Kramer
- IntelliResponse
5.6
Delivering
One Answer to Each Customer
Question
04/10/2008 - Mitchell Kramer
- ATG
Commerce Service Center
A
New Offering with Very
Good Operational Functionality
and Roles But Limited Analytics
03/13/2008 - Mitchell Kramer
- Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
Customer
Growth and Big Deals Make
for an Excellent 4Q2007
02/28/2008 - Mitchell Kramer
- IBM
Sales Center for WebSphere Commerce
Rich
Operational and Analytic
Functionality Lets
You Deliver Effective
Assisted-Service for
Ecommerce
02/21/2008 - Mitchell Kramer
- Framework for Assisted-Service for Ecommerce
Requirements for Evaluation and Comparison of Multi-Channel Ecommerce Applications
01/24/2008 - Mitchell Kramer
- Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
Business
Was Very Strong in 3Q2007
11/29/2007 - Mitchell Kramer
- Human Digital Assistant v2.2
Lifelike Virtual Agents Deliver Personalized Customer Service
10/25/2007 - Mitchell Kramer
- LiveLOOK
CoBrowse
Terrific
Technology Makes It Easy
to Escalate from Web Self-Service
to Web-Based Assisted Service
09/27/2007 - Mitchell Kramer
- Customers' Requirements for Customer Service
The Voice of the Customer on What and How to Deliver a Customer Service Experience
09/06/2007 - Mitchell Kramer
- Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
A
Mostly Strong 2Q2007
08/16/2007 - Mitchell Kramer
- RightNow
8 Service
Rich
and Flexible Customer-Self-Service
Capabilities for Organizations
of All Sizes
07/26/2007 - Mitchell Kramer
- InQuira
8
Five
Customer Service Applications
Distinguished by Strong
Content, Search, and
Analytics
06/14/2007 - Mitchell Kramer
- Best
Practices in Customer Self-Service
Ten
Ways to Make It Easy
for Your Customers
to Do Business with
You
05/31/2007 - Mitchell Kramer
- Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
A
Soft 1Q2007
05/17/2007 - Mitchell Kramer
-
Research, Compare, and Select Running Shoes
Moments of Truth in Retail
04/25/2007 - Mitchell Kramer
-
Research, Compare, and Select a Travel Rewards Credit Card
Moments of Truth in Financial Services
04/11/2007 - Mitchell Kramer
-
Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update
Mixed Performance for Quarter and for the Year
03/08/2007 - Mitchell Kramer
-
Customer Self-Service at Xerox
Excellent Support for Product Recommendation, Problem Diagnosis/Fix, and Account Management
02/15/2007 - Mitchell Kramer
-
BEA AquaLogic User Interaction 6.1
How BEA’s “Other” Portal Stacks Up against
Our Customer Portals
Evaluation Framework
02/08/2007 - Mitchell Kramer
-
Customer
Portal Survey
Key Insights into Adoption, Functionality, Governance, and
Technology
01/18/2007 - Mitchell Kramer
-
InStranet
Contact Centers In-Line 5.5
Innovative Knowledge Technology Makes It Easy for Customers
to Answer Questions and Solve Problems
01/04/2007 - Mitchell Kramer
-
KNOVA
Self-Service 7.1
Innovative New Search and Personalization Enhance a Solid
Self-Service Offering
Mitchell Kramer
-
Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
Hot Products, Cold Business in 3Q 2006
Mitchell Kramer
-
Customer
Self-Service at Sovereign Bank
Limited Supported for Key Activities and an Implementation
that Needs Significant Improvement
Mitchell Kramer
-
Customer
Self-Service at Apple
Help Yourself to Perform a Wide Range of Customer Service
Activities through a Great UI
Mitchell Kramer
-
IBM
WebSphere Portal Version 6.0
How IBM’s Portal Stacks Up against Our
Customer Portals Evaluation Framework
Mitchell Kramer
-
Customer
Self-Service at Comcast
Limited Support for Key Self-Service Activities, FAQ-Centric
Content, Poor Search
Mitchell Kramer
-
Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
State of the Market: Good Results in 2Q 2006
Mitchell Kramer
-
Customer
Self-Service at Verizon
Excellent Support for Key Self-Service Activities
Mitchell Kramer
-
Customer
Self-Service at Verizon Wireless
Support for a Wide Range of Customer Service Activities;
Limited Problem Diagnosis and Search
Mitchell Kramer
-
KANA
Solutions for Web Self-Service
Content, Findability, and Process Management Make It Easy for
Customers to Help Themselves
Mitchell Kramer
-
Customer
Self-Service Evaluation Matrix
A Blank Matrix to Facilitate Your Evaluation Process for
Customer Support Offerings
Mitchell Kramer
-
Framework
for Evaluating Customer Self-Service Products and Services
How to Evaluate Service Solutions that Deliver a Great
End-to-End Customer Experience
Mitchell Kramer
-
Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
State of the Market: A Quiet First Quarter in 2006
Mitchell Kramer
-
Customer
Portals Evaluation Framework, Version 2
How to Select the Best Portal Technology Platform for Your
Customers
Mitchell Kramer
-
Customer
Portals Feature Comparison Matrix
Portal Platforms from BEA, IBM, Microsoft, Liferay, Oracle,
SAP, and Vignette Compared Against Our Evaluation Framework
Mitchell Kramer
-
Customer
Portals Research Findings
Refining Our Evaluation Framework
Mitchell Kramer
-
SAP
NetWeaver Portal
Rich Collaboration and Tight Integration
with SAP’s
Enterprise Applications
Mitchell Kramer — DOI:
pr4-20-06cc
-
Vignette
Portal 7.2
An “Open” Portal Platform with Rich Functionality
Mitchell Kramer — DOI:
pr3-23-06cc
-
Lessons
in Customer Service
My Blackberry Experience with Verizon and Verizon Wireless
Mitchell Kramer — DOI:
cs3-9-06cc
-
IBM
WebSphere Portlet Factory 5.11.3
Portlet Development through Component Assembly and
Mass Customization
Mitchell
Kramer
-
Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
State of the Market: A Good Fourth Quarter in 2005 and a Very
Good Year
Mitchell Kramer — DOI:
pu2-23-06cc
-
Windows
SharePoint Services SharePoint Portal Server
Microsoft’s Portal Platform Is a Workplace
for Collaborating with
Your Customers
Mitchell Kramer — DOI:
pr2-9-06cc
-
ATG
Wisdom
A Strategy for Delivering a Comprehensive and Consistent
Cross-Channel, Cross-Lifecycle Customer Experience
Mitchell Kramer — DOI:
pp1-26-06cc
-
Federated
Customer Information
A Practical Approach to Breaking through Customer Information
Silos
Mitchell Kramer —
DOI: ii12-8-05cc
-
Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
State of the Market: A Good Third Quarter in 2005
Mitchell Kramer — DOI:
pu12-1-05cc
-
Liferay
Portal 3.6.1
An Open Source Platform that You Should Consider for Your
Customer Portal
Mitchell Kramer —
DOI: pr11-17-05cc
-
InStranet
Contact Centers In-Line 5.1
A Cross-Channel, Cross-Lifecycle Customer Experience Easy for
You to Implement, Easy for Your Customers to Use
Mitchell Kramer — DOI:
pr10-28-05cc
-
Bowstreet
Portlet Factory 5.10
Portlet Development through Component Assembly and Mass
Customization
Mitchell Kramer — DOI:
pr10-13-05cc
-
BEA
WebLogic Portal V.8.1
Good Portlet Support, Content Management, and Search to Help
Implement Your Customer Portals
Mitchell Kramer — DOI:
pr9-29-05cc
-
Campaign
Management at Nationwide Building Society
Improving the Cross-Channel, Cross-Lifecycle Customer
Experience
Mitchell Kramer — DOI:
cs9-15-05cc
-
Survey:
How Companies Apply Software to Improve Customer Service
Companies Want to Deliver an Effective Customer Experience
for Customer Self-Service
Susan Aldrich,
Mitchell Kramer, and
Stephen Wands — DOI:
sa9-1-05cc
-
Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
State of the Market: A Pretty Good Second Quarter in 2005
Mitchell Kramer — DOI:
ta9-1-05cc
-
Managing
Product Content at Hewlett-Packard
A Practical, yet Innovative and Elegant Approach
Mitchell Kramer — DOI:cs8-18-05cc
-
IBM
WebSphere Portal 5.1.0.1
How IBM’s Portal Stacks Up Against Our
Customer Portals Evaluation Framework
Mitchell Kramer — DOI:
pr8-04-05cc
-
PSGroup
Bull’s-Eye: Cross-Channel, Cross-Lifecycle Customer Service
Which Providers Offer the Best Overall Capabilities?
Featuring ATG, eGain, Kana, Knova, and RightNow
Mitchell Kramer — DOI:
psgb4-21-05cc
-
A
Java Bridge to Connect Content Islands
Content Repository API for Java Technology
Mitchell Kramer — DOI:
psgp7-22-05cc
-
Oracle
Application Server 10g Portal
How Oracle’s Portal Stacks Up against
Our Customer Portals Evaluation Framework
Mitchell Kramer — DOI:
pr6-30-05cc
-
Content
Islands
Your Content Management Systems Are Multiplying. What Should
You Do?
Mitchell Kramer — DOI:
psgp6-23-05cc
-
Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
State of the Market: Not a Great First Quarter in 2005
Mitchell Kramer — DOI:
pu6-2-05cc
-
Content
Management Goes Back to the Future
Content Management Is Evolving Today as Data
Management Did Twenty-Five Years Ago
Mitchell Kramer — DOI:
psgp7-3-03cc
-
Customer
Portal Platforms Evaluation Matrix
A Blank Matrix to Facilitate Your Evaluation Process
for Customer Self-Service Offerings
Mitchell Kramer — DOI:
em5-19-05cc
-
Customer
Portal Platforms Evaluation Framework
How to Select the Best Portal Technology Platform for
Your Business
Mitchell Kramer — DOI:
fw5-12-05cc
-
Cross-Channel,
Cross-Lifecycle Customer Service Solution RFP
Patricia Seybold Group’s Template
for Preparing an RFP
Mitchell Kramer — DOI:
rfp5-5-05cc
-
PSGroup
Bull’s-Eye: Cross-Channel, Cross-Lifecycle Customer Service
Which Are the Most Viable Offerings from the Most
Viable Providers? Featuring ATG, eGain, Kana, Knova, and RightNow
Mitchell Kramer — DOI:
PSGB4-14-05CC
-
PSGroup Bull’s-Eye:
Cross-Channel, Cross-Lifecycle Customer Service
Which Providers Offer the Best Analytics Capabilities?
Featuring ATG, eGain, Kana, Knova, and RightNow
Mitchell
Kramer — DOI:
PSGB4-7-05CC
-
PSGroup Bull’s-Eye:
Cross-Channel, Cross-Lifecycle Customer Service
Which Providers Offer the Best Architecture? Featuring ATG,
eGain, Kana, Knova, and RightNow
Mitchell
Kramer — DOI:
PSGB3-31-05CC
-
PSGroup Bull’s-Eye:
Cross-Channel, Cross-Lifecycle Customer Service
Which Providers Offer the Best Knowledge Management
Capabilities? Featuring ATG, eGain, Kanisa, Kana, RightNow, and ServiceWare
Mitchell
Kramer — DOI:
PSGB3-24-05CC
-
Kanisa and ServiceWare Merge
Customers, Companies, and Stockholders Win
Mitchell
Kramer — DOI:
PSGP3-10-05CC
-
Cross-Channel,
Cross-Lifecycle Customer Service Product Evaluation Matrix
A Blank Matrix to Facilitate Your Evaluation Process for
Customer Support Offerings
Mitchell
Kramer — DOI:
EM2-24-05CC
-
ATG KnowledgeCenter 6
Customer Service via Metadata, Content, and Search
Mitchell
Kramer — DOI:
pr2-17-05cc
-
eGain Service 7
Customer Service via Content, Metadata, Search, Guided
Navigation, and Process Management
Mitchell
Kramer — DOI:
pr2-10-05cc
-
ATG Adaptive Customer
Assistance 2005.1
Support for a Broad Range of Customer Activities through
Search, Navigation, and Pinpoint Content Targeting
Mitchell
Kramer — DOI:
pr2-3-05cc
-
Kana Service Solutions
Customer Service through Content, Metadata, Process
Management, Search, and Guided Navigation
Mitchell
Kramer — DOI:
pr1-13-05cc
-
RightNow CRM 6.0
Easy and Quickly Implemented Cross-Channel Support for
Problem Diagnosis, Reporting, and Resolution
Mitchell
Kramer — DOI:
pr12-16-04cc
-
ServiceWare Enterprise 5.7
Answer Questions and Solve Problems with Content, Metadata,
and Self-Learning Search
Mitchell
Kramer — DOI:
PR12-2-04CC
-
E.piphany Advisor
Products That Can Improve Your Customer Experience
Mitchell
Kramer — DOI:
PR11-18-04CC
-
Kanisa Application Suite 6.1
Process-Oriented Navigation and Search
of Content to Answer Customers’ Questions and Solve their Problems
Mitchell
Kramer — DOI:
PR10-28-04CC
-
Cross-Channel,
Cross-Lifecycle Operational Requirements
What Types of Products Do You Need to Deliver a Comprehensive
Customer Experience?
Mitchell
Kramer — DOI:
FW10-14-04CC
-
Comergent E-Business System
6.4
Marketing and Selling Complex Products Directly to Customers
and Indirectly through Partners
Mitchell
Kramer — DOI:
PR9-30-04CC
-
Framework for Evaluating
Cross-Channel, Cross-Lifecycle Customer Service Products
How to Evaluate Solutions That Support a Great End-to-End
Customer Experience
Mitchell
Kramer — DOI:
FW9-9-04CC
-
May I Help You?
Serve Your Customers across All of Your Channels and All of
the Phases of Their Lifecycles
Mitchell
Kramer — DOI:
PSGP9-2-04CC
-
Microsoft CRM 1.2
Entry-Level Sales and Customer Service on Assisted Channels
Mitchell
Kramer — DOI:
PR7-15-04CC
-
Cross-Channel CRM
A Framework for Evaluating Architecture, Channel Support, and
Functionality
Mitchell
Kramer — DOI:
FW7-1-04CC
-
Data Mining at Work
Predicting and Preventing Terrorism
Mitchell
Kramer — DOI:
PSGP6-10-04CC
-
Customer Data Mining
You Can't Afford Not to Be Mining Your Customer Data
Mitchell
Kramer — DOI:
PSGP5-27-04CC
-
Oracle Customer Intelligence
Helping Executives and Managers Understand Customer
Relationships
Mitchell
Kramer — DOI:
PR5-20-04CC
-
MicroStrategy Customer
Analysis
A Starter Kit for Building Flexible Analytic Applications
Mitchell
Kramer — DOI:
PR5-13-04CC
-
KXEN Analytical Framework 3.0
Data Mining Made Much Easier
Mitchell
Kramer — DOI:
PR4-22-04CC
-
How Strong Is Your Customer
Experience?
Building Strong Customer Experiences Twelve Ways
Mitchell
Kramer — DOI:
PSGP4-1-04CC
-
Marketswitch TRUE
Optimization Suite 4.7
Customer Relationship Analytic Applications that Improve
Marketing Effectiveness and Efficiency
Mitchell
Kramer — DOI:
PR3-18-04CC
-
BusinessObjects Customer
Intelligence Customer Analytics 6.1
Easy to Use Analytic Applications for Understanding Customer
Behavior
Mitchell Kramer — DOI:
PR2-27-04CC
-
SAS Marketing Optimization
3.2
Improving the Customer-Centricity and Effectiveness of
Cross-Channel Marketing
Mitchell Kramer — DOI:
PR2-5-04CC
-
Unica Affinium 6
How Unica’s Offering Stacks Up against
Our Campaign Management Framework
Mitchell Kramer — DOI:
pr1-15-04ccC
-
CRM in 2004
Our Predictions for the Year Ahead
Mitchell Kramer — DOI:
PSGP1-8-04CC
-
Customer Data Warehouses
Closing the Loop on Customer-Centricity
Mitchell Kramer — DOI:
PSGP12-18-03CC
-
Siebel Acquires UpShot and
Motiva
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