Search 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 Social CRMs Articles

Different is hard: SAP - Business by Design


The blogosphere has been buzzing over the last couple of weeks about the recently announced delays in SAP's Software as a Service mid-market ERP Suite, Business by Design, now delayed to the end of 2009 at the earliest....

Read more about Different is hard: SAP - Business by Design...

Sequoia Capital Meeting


There's a lot of talk today about a meeting held earlier this week at Sequoia Capital, Appirio's lead backer, with the CEOs of their portfolio companies. The headlines grab your attention: Sequoia has emergency meeting, Sequoia sounds the alarm, ...

Read more about Sequoia Capital Meeting...