http://www.psgroup.com/The latest research from the Patricia Seybold Group.(c) 2008 Patricia Seybold Group, INC. All rights reserved.5http://www.psgroup.com/images/design/ts_psglogo.jpghttp://www.psgroup.com/Customer scenarios fall into patterns. It's valuable to know these patterns ahead of time so that you'll know what kinds of customer and operational metrics to elicit. Then you can focus on how to differentiate the experience, products, and services you offer to help customers reach their goals. This report focuses on the moments of truth and metrics in a typical reorder/renew/replenish scenario.Ronni Marshakhttp://www.psgroup.com/detail.aspx?id=8927/3/2008 12:00:00 AMLaunched in 2007, HiveLive’s LiveConnect is one of the most creatively designed and original community platforms we’ve seen. A hosted system with a building-block approach, it gives both users and administrators wide-ranging flexibility to create unique spaces for collaboration and communication inside and outside your organization. In essence, it lets you and your customers design the community together. LiveConnect’s building blocks, called “Hives,” can be configured to support conventional social applications (discussion boards, blogs, polls, etc.) as well as custom community applications, such as media archives, idea centers, file exchanges, software marketplaces, and more.Matthew Leeshttp://www.psgroup.com/detail.aspx?id=8906/26/2008 12:00:00 AMThere is no question that search drives revenue: it brings customers to your site, it connects customers to products, and it can be used to trigger relevant offers on your site. Making the most of your search opportunity isn’t simple: you have SEO, paid search, paid inclusion, advertising, site search, and site merchandising. All seem to have different paradigms, tools, reporting, and lingo, and making trade-offs can be a challenge that few people we surveyed were able to successfully surmount. But there are steps you can take to optimize your customers’ search experience and reap increased and more profitable revenue as a result. Susan Aldrichhttp://www.psgroup.com/detail.aspx?id=8916/26/2008 12:00:00 AMOur annual recap of search company activity concludes that 2007 was a pretty good year for the seven publicly-traded technology companies on our watch list. The six gained more than 8,000 customers; there were very significant acquisitions that strengthened product portfolios and market positions, and all but one had significant product announcements. Susan Aldrichhttp://www.psgroup.com/detail.aspx?id=8896/19/2008 12:00:00 AMATG Commerce Suite is ATG’s primary B2C ecommerce offering. Introduced in 1997, its current version is 2007.1. Commerce was and remains one of the leading software offerings for B2C ecommerce. The suite includes the services and configurable and customizable technologies that support your customers’ B2C ecommerce activities, tools for marketing and merchandising, and a data warehousing system for analyzing customer, marketing, and merchandizing activities. “Commerce” was introduced in 1997. Its current version is 2007.1. Commerce was and remains one of the leading software offerings for B2C ecommerce. ATG claims that approximately 600 customer organizations accounts have implemented the product, many of the largest and best known retailers among them. We recommend that you consider ATG Commerce Suite as the software to run your B2C ecommerce site. Its packaged services and flexible technologies provide excellent support for the activities that your customers want to perform, especially their activities to find and learn about the products that they’d like to buy—the core operational functionality of ecommerce.Mitchell Kramerhttp://www.psgroup.com/detail.aspx?id=8886/12/2008 12:00:00 AMHow do you transform your organization from the outside in, to be more customer-centric? This is the daily challenge faced by senior executives in a variety of industries. Twice a year, we host a meeting for some of the most visionary executives in a variety of industries. They are the heads of e-business, sales, marketing, business strategy, customer experience, and product management. These are the people who are leading the customer charge in their industries—financial services, high tech, manufacturing, retail, publishing, pharmaceutical, telecoms, health and fitness, education, and not-for-profits. In the spring of 2008, they discussed over a dozen topics—many of them centered around their use of the Web to engage customers in helping them transform their organizations to be customer-outcome focused.Patricia Seyboldhttp://www.psgroup.com/detail.aspx?id=8876/5/2008 12:00:00 AMCustomer Service suppliers began 2008 with a bang as a customer growth spurt that began in 2Q2007 continued in 1Q2008. Good customer growth meant good financial performance for all the customer service suppliers that we cover. eGain and KANA set company records in quarterly revenue license and license revenue. Product activity was slow. Customer service suppliers are gearing up for delivering major new product versions in the next two quarters. However, like clockwork, RightNow introduced its regular, quarterly release. Company activity was generally slow, too. KANA made the biggest news by expanding its partnership with IBM to include joint devel-opment, marketing, and sales, and OEMing IBM’s SOA technology.Mitchell Kramerhttp://www.psgroup.com/detail.aspx?id=8865/29/2008 12:00:00 AMUpdated! Our newest research collection explores the roles and responsibilities that customer-centric employees should undertake to ensure your successful customer-centric organization. Issues addressed include: Who should make up the “dream team?” What roles do portals and findability of information play in making it easy for customers to do business with you? How do you architect the technology for a stellar customer experience?Patricia Seybold with Susan Aldrich and Matthew Leeshttp://www.psgroup.com/detail.aspx?id=8755/22/2008 12:00:00 AMCompanies launching online community and social media programs are concerned about the ramifications of opening up such conversations on the Internet. While there are valid concerns, they do not need to cause paralysis. Most of your customers simply want to engage with you and each other in comfortable and productive ways. To help you deal with the issues that do arise, we have identified nine types of inappropriate and difficult posts that can appear in online communities. Through careful planning and preparation, and prompt, professional action, you can minimize both the number and the impact of these discussions, even leveraging them to your advantage.Matthew Leeshttp://www.psgroup.com/detail.aspx?id=8855/22/2008 12:00:00 AMCustomer scenarios fall into patterns. It's valuable to know these customer scenario patterns ahead of time so that you'll know what kinds of customer and operational metrics to elicit. Then you can focus on how to differentiate the experience, products, and services you offer to help customers reach their goals. This report focuses on the moments of truth and metrics in a typical break/fix scenario.Ronni Marshakhttp://www.psgroup.com/detail.aspx?id=8845/15/2008 12:00:00 AM