PSG Latest Research

Online Community Platform Evaluation Matrix, Version 2, July 2, 2009

Matthew Lees — 7/1/2009 12:00:00 AM

Our Framework for Evaluating Online Community Platforms presents the criteria we believe to be important when evaluating technology systems to support and enable your customer community. Because each organization is different, you should focus on evaluating those features that are most important to your situation. To assist you in this, we present our evaluation criteria in matrix form with blank columns for the platforms under consideration. You can use this matrix to notate the capabilities of the short list of products you are currently investigating and/or to evaluate the capabilities of your current purchased or home-grown solution.

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About Matthew Lees.

Planning a Theme Park Vacation around a Birthday

Ronni Marshak — 6/25/2009 12:00:00 AM

Planning a vacation and event? See how well the Web sites for DisneyWorld, Six Flags, and Colonial Williamsburg help you achieve your goals. This test drive follows Mike as he attempts to book a vacation and birthday party at a theme park location.

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About Ronni Marshak.

How Visionary Customer-Centric Execs Keep Innovation Alive

Patricia Seybold — 6/18/2009 12:00:00 AM

Patty’s Visionaries are the people that Patricia Seybold profiles in her books and whose work she admires. They are influential change agents in their respective organizations. Many of them develop Internet-based strategies to empower customers and to drive change throughout their organizations. You’ll learn how these customer-centric executives are designing and evolving new solutions and business models in the midst of a worldwide recession.

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About Patricia Seybold.

Footwearetc.com Walks Your Way

Susan Aldrich — 6/11/2009 12:00:00 AM

Footwearetc.com’s modernization efforts have made it a leader in its use of technology, its methods, and its customer experience. Its results tell you all you need to know: average order value is up 15 percent overall, and the click through rate on email marketing has quadrupled.

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About Susan Aldrich.

Customer Service Company and Product Update - 1Q2009

Mitchell Kramer — 6/4/2009 12:00:00 AM

The recession slowed KM-based customer service in 1Q2009. Customer growth and financial performance slipped for all but two of our suppliers—IntelliResponse and salesforce.com. Both had record quarters. There were three significant product announcements: eGain Solution-as-a-Service bundles hosting deployment, packaged implementation services, and pay as you go pricing. RightNow February ’09 adds support for product registration. Salesforce CRM for Twitter lets companies search, monitor and join Twitter conversations through the Service Cloud. Company-wise, empolis merged with Attensity and Living-e to become Attensity Group, And, Consona CRM acquired SupportSoft Intelligent Analyst Suite, customer service for supporting complex, high technology products and services.

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About Mitchell Kramer.

Framework for Evaluating Online Community Platforms, Version 3

Matthew Lees — 5/28/2009 12:00:00 AM

Online communities can empower customers and strengthen the relationships between them and your company. This happens through careful planning, assigning sufficient resources, and selecting the right tools. While the human element is a crucial factor, the underlying technology platform plays an essential role in your community’s success. We’ve developed this framework to help you evaluate such platforms and identify the one that’s best for you. This third version reflects the technological advances and increased expectations for what community platforms can and should be able do, including an emphasis on collaboration, viral marketing, search engine optimization, and mobile access.

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About Matthew Lees.

hybris Commerce 3.1

Mitchell Kramer — 5/21/2009 12:00:00 AM

hybris Commerce Release 3.1 is the current version of the ecommerce offering of hybris AG, a privately held Munich software supplier. The product is a framework of flexible technologies and powerful tools that must be customized to implement ecommerce sites. To date, 160 customer organizations, mostly large European organizations, have implemented ecommerce sites based on hybris Commerce. We recommend hybris Commerce to large organizations with significant budgets and the skills and resources for customization. We also recommend hybris Commerce for small organizations that want a low cost, fast, ecommerce deployment because hybris partners offer packaged hybris Commerce functionality for SaaS licensing and deployment.

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About Mitchell Kramer.

I Want to Retire with Financial Security

Ronni Marshak — 5/14/2009 12:00:00 AM

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 outcome-based scenario of planning for retirement.

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About Ronni marshak.

Green Engineering: Cutting Energy Consumption in the Tropics

Patricia Seybold — 5/7/2009 12:00:00 AM

What are the current best practices in green engineering? Travel with us to Malaysia to learn how to cut energy costs by 60% when cooling buildings in the tropics. Today’s green engineers use low-cost, distributed sensors to provide real-time data feeds about real-world events. They use this data to build and refresh models of complex systems. They trigger actions based on events and thresholds. They provide visualization tools to see what’s going on in complex systems. They monitor the patterns of behavior in each system and across systems to detect changes over time. Their systems adapt to new conditions and behaviors. These same approaches serve us well as we design customer-adaptive solutions. as no underline

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About Patricia Seybold

Learning a New Skill “My Way”

Ronni Marshak — 4/30/2009 12:00:00 AM

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About Ronni Marshak.