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
Can you imagine a world without paper in today's corporate office? But the idea of a paperless society will not happen in our lifetime. The futurists who were ushering in the age of the paperless society... View More
You can feel the excitement in the air, the tense expectation as all of us, including businesses of all kinds, our consumers and all those hungry for a job, hear the news that the end of the recession... View More
A necessary nuisance, or a fantastic opportunity? Well, it's all in how you look at the potential in your statements to connect with your customers. In an era when most organizations are hell-bent on pushing... View More
I've been reviewing my 2009 columns in preparation for kicking off 2010. As predicted, we all faced many changes this past year. We've seen paradigm shifts in our government, economy and workforces. We've... View More
A large number of our enterprise clients and prospects are reaching out to us to ask about the direction of customer communication management (CCM) technology in general and about multi-channel delivery... View More
For more than a decade, personalization has been the dominant narrative in customer experience. Organizations invested heavily in understanding their customers. They built data lakes. They deployed an
In 2026, many organizations are still trying to meet modern expectations with yesterday's siloed content operating model. Until that changes, the gap between what customers expect and what organizations can deliver will continue to widen
Test data strategy belongs in boardroom discussions, not buried in technical specifications. But here's what actually happens: executives assume IT has it handled, middle managers inherit whatever st
Despite their pivotal role in customer journeys, forms are still viewed by many organizations as operational overhead. In a digital-first era, that outdated view is a hidden drain on revenue and a gro
