Search Content


Featured Content


Content Categories



Analytic on self-service and customer portal

It would be nice to be able to add a tracking code (Google, WebTrends, or Omniture) to self-service and customer portal screens so usage of these items could be analyzed.

For instance, eporting within Salesforce.com is limited around KB usage. Yes, you can see how many cases and views on KB articles, but you can't get reports on what search terms customers are using and their behavior after they search. Did they look at an article then leave the site (not all people hit the Yes/No button on KB articles to indicate if it was useful), did they look at several articles after the search then go to the page for contacting support, did they search and review some articles then submit a case online? All these are important questions one needs to answer to help determine the usefullness of your customer portal.

As many businesses already have some type of web analytics from one of the major providors, this would give them the opportunity to use an existing enterprise application of which they are already familiar to perform this level of analytics.

Related Customer Relationship Management Articles

Process Maps Get a Makeover


We decided to revamp the popular Sales and Marketing Process Map with all-new Google AdWords goodness. We've also added some expanded graphics that describe how organizations are effectively using Google AdWords as a lead generation vehicle....

Read more about Process Maps Get a Makeover ...

It's Performance Review Season Again


Its that time of year when many businesses start doing their employee performance reviews. There was an interesting study done by the Society for Human Resource Management (SHRM) and the Ethics Resource Centre (ERC). Only 23% of HR professionals...

Read more about It's Performance Review Season Again...