In my first column, we established that the design of customer communication documents (including paper, web, SMS, etc.) is always about people — managers, project teams, internal stakeholders, end... View More
Most businesses long ago accepted that to compete in the modern world, they were obliged to provide a website with the details of their products and services. However, the static pages of earlier times... View More
Evaluate Need for Custom-Coded WCM: WCM and the associated technologies have grown too complex to manage without the support of a commercial vendor or open source (OS) community. Create a WCM Transition... View More
InfoTrends' 2008-2013 forecast for the US document outsourcing market continues to bring perspective to the ever-evolving market space. The full report included actual and forecasted revenues across the... View More
You\'ve done your homework on electronic document management systems (EDMS) and found one that meets your needs. You are ready to take the next step in purchasing a system and would like to understand... View More
The resiliency of our industry and the overall global markets cannot be denied — no matter the price we might have had to pay on the road back to recovery. Don't get me wrong; the casualties of the... View More
I am going to just step up and admit to having watched an entire infomercial. In my defense, and despite the compelling and irresistible siren's call to convert random produce into healthy juice for three... View More
In a time when Americans owe more money to students loans than credit card debt, EDSF is making a difference by financially helping students who are pursuing careers in the field of document communications.... View More
The acquire-serve-grow customer life cycle discussed in the previous paper continues to be just as valid as your web management strategies evolve and your web presence becomes more engaging, interactive... View More
Part 1 of Mr. Krishna's column dealt with the 'acquire' and 'serve' sections of the customer life cycle with in-depth analysis of microsites and social media (read part 1). Part 2 cinches up the cycle... View More
Web content management (WCM) initiatives still prove to be a good strategic investment, despite the current economy. Given the web's continued dominance as a main channel for companies to interact with... View More
Like many of you and surely the rest of America, our economy and, dare I say it, the stimulus — or whatever they're calling the bill on Capitol Hill — now seems to have pervaded my daily consciousness.... View More
Continuing education initiatives has always been a priority for many businesses. Ongoing training and educational programs breed enterprise growth and sustainability. However, in these trying economic... View More
Organizations are increasingly channeling the power of the web to advance their marketing strategies. Even in these times, customer acquisition remains top-of-mind for key managers, but it should never... View More
Strategic document outsourcing may have been around for over a decade, but its more recently acquired ability to facilitate third party publishing of all customer communications in whatever media the recipient... View More
Part 1 discusses Digital Media revolution, the challenges resulting from the boon of digital offerings, as well as what companies need to consider when trying to come up with the "next killer application."... View More
Case management may be defined differently across industries, but those who rely upon it to service, retain and acquire customers know well that it is a complex and critical component of customer care... View More
A customer communication is rarely just a document. It is a claim being paid, a benefit being explained, a disclosure that has to be exactly right. It is the moment a person decides whether the organi
How might highly regulated organizations maintain a competitive edge while balancing rising customer expectations with strict adherence to regulatory requirements?
There is a conversation happening in boardrooms and compliance offices across financial services, insurance, healthcare and utilities that tends to start with regulation and end with obligation. Organ
