Recent studies concluded by Greenfield Online, Datamonitor, Ovum analysts and Genesys, concluded that companies in the United States lose about $83 billion annually in product abandonment, customer churn and defections due to customer support failures. Globally, across the 16 largest economies, the total loss to support failure was $338 billion annually. The main reason these losses continue is a lack of actionable insight to the consumers’ support expectations and the real customer experience … [Read more...] about Structured CMS Buyers Are Adding MindTouch for LiveContent to Defend Revenues and Create Opportunities
I've just returned from the 2011 Lavacon conference in Austin, TX where I presented "Who Cares About Your Live Content?". The audience at the conference included content strategists, techpubs, elearning and techcomm managers. There were great sponsors present, such as: Adobe TCS, Astoria, SDL LiveContent, IXIAsoft and Madcap Flare. I'm sharing my deck with you here because I think it's a great crash course on the real world benefits of help and product content across an entire … [Read more...] about Who Cares About Your Content?
Today MindTouch announced new product capabilities for enhancing CMS and CCMS vendors like Astoria, DocZone, SDL LiveContent, Trisoft and IXIAsoft. WHY Better customer help, happier customers. HOW Socialize existing publishing pipelines. WHAT Replace PDF and static content outputs from current publishing pipelines with a social publishing endpoint. XML and DITA based CMS’s have proven market value by decreasing the cost of authoring, maintaining and translating content. While powerful in … [Read more...] about Creating a Social Web Help and Product Experience: Snapping onto Astoria, DocZone, SDL Trisoft and IXIAsoft