Analyst Reports

Influencing the Online Experience: Maintaining Customer Mindshare and Loyalty Through Superior Web-based Service		Specialized Customer Service Solutions Fill Gaps in Suite Functionality		InQuira 8 - Five Customer Service Applications Distinguished by Strong Content, Search, and Analytics
Formulating the Right Response - Why Understanding Customer Intent is Vital to Effective Problem Resolution		Self-Service Strategies - Creating Value with Natural Language Search		Seven Secrets of KM Success
Mentor Graphics Saves $8M Through Web Self-Service		Why Search Is Not Enough