This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model. This complimentary summary provides excerpts of Compass Intelligence's findings of our Q1-Q4 2009 Online Experience Rankings for SMB portals. Topics of discussion include Expectations for the Future among Small and Mid-Sized Business Decision-Makers, Business Growth, IT Spending, and the Top 10 vendor listing with ranking. These rankings have been designed to provide a context to evaluate the “experience capabilities” of the top vendor websites (both Tech and non-tech vendors) with regard to Small and Mid-sized Business users. Compass Intelligence’s ranking method is based on both vendor and primary research. Vendors have a possible of 240 points. Points are assigned based on our evaluation of publically available resources and tools. Based on the primary research, the number of points possible for a given feature, such as Vertical Industry content, could increase or decrease with each period. There was no change between points available between 1Q 2009 and 4Q 2009. Compass Intelligence conducts primary research with end-users twice a year. In April 2009, we surveyed 10,000+ business users and surveyed another 10,000+ in December of this year. Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This Excel-based Data-rich Deliverable (DRD) that is part of the Online Customer Experience Model subscription. This deliverable covers Compass Intelligence’s latest web-based primary research study, using an opt-in panel of consumers and business decision-makers. A random sample of 10K+ mobile phone users (18+ years old, employed) that was balanced across vertical industry. Qualified respondents were further surveyed regarding mobile device type, mobile phone usage, purchasing plans for mobile devices, employment status, size of business and vertical industry. Survey conducted in Nov. 2009. Topics for sizes of business include: Software-as-a-Service, Computers and computing related equipment and software, Telecom Services (including wireless, local and long distance and VoIP. Size of business includes: SOHO (1-4 employees), Small Business (5-99 employees), Mid-Sized Business (100-999 employees), and Enterprise Business (Over 1000 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This 10-page report explores Cisco’s best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our Q1-Q4 2009 Online Experience Rankings for SMB portals. Topics of discussion include vendor strengths and weaknesses, website snapshots with commentary and overall guiding thoughts. Compass Intelligence’s ranking method is based on both vendor and primary research. Vendors have a possible of 240 points. Points are assigned based on our evaluation of publically available resources and tools. Based on the primary research, the number of points possible for a given feature, such as Vertical Industry content, could increase or decrease with each period. There was no change between points available between 1Q 2009 and 4Q 2009. Compass Intelligence conducts primary research with end-users twice a year. In April 2009, we surveyed 10,000+ business users and surveyed another 10,000+ in December of this year. Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This 10-page report explores Dell’s best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our Q1-Q4 2009 Online Experience Rankings for SMB portals. Topics of discussion include vendor strengths and weaknesses, website snapshots with commentary and overall guiding thoughts. Compass Intelligence’s ranking method is based on both vendor and primary research. Vendors have a possible of 240 points. Points are assigned based on our evaluation of publically available resources and tools. Based on the primary research, the number of points possible for a given feature, such as Vertical Industry content, could increase or decrease with each period. There was no change between points available between 1Q 2009 and 4Q 2009. Compass Intelligence conducts primary research with end-users twice a year. In April 2009, we surveyed 10,000+ business users and surveyed another 10,000+ in December of this year. Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This 10-page report explores Verizon’s best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our Q1-Q4 2009 Online Experience Rankings for SMB portals. Topics of discussion include vendor strengths and weaknesses, website snapshots with commentary and overall guiding thoughts. Compass Intelligence’s ranking method is based on both vendor and primary research. Vendors have a possible of 240 points. Points are assigned based on our evaluation of publically available resources and tools. Based on the primary research, the number of points possible for a given feature, such as Vertical Industry content, could increase or decrease with each period. There was no change between points available between 1Q 2009 and 4Q 2009. Compass Intelligence conducts primary research with end-users twice a year. In April 2009, we surveyed 10,000+ business users and surveyed another 10,000+ in December of this year. Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This 10-page report explores American Express’ best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our Q1-Q4 2009 Online Experience Rankings for SMB portals. Topics of discussion include vendor strengths and weaknesses, website snapshots with commentary and overall guiding thoughts. Compass Intelligence’s ranking method is based on both vendor and primary research. Vendors have a possible of 240 points. Points are assigned based on our evaluation of publically available resources and tools. Based on the primary research, the number of points possible for a given feature, such as Vertical Industry content, could increase or decrease with each period. There was no change between points available between 1Q 2009 and 4Q 2009. Compass Intelligence conducts primary research with end-users twice a year. In April 2009, we surveyed 10,000+ business users and surveyed another 10,000+ in December of this year. Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This 12-page report explores AT&T’s best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our Q1-Q4 2009 Online Experience Rankings for SMB portals. Topics of discussion include vendor strengths and weaknesses, website snapshots with commentary and overall guiding thoughts. Compass Intelligence’s ranking method is based on both vendor and primary research. Vendors have a possible of 240 points. Points are assigned based on our evaluation of publically available resources and tools. Based on the primary research, the number of points possible for a given feature, such as Vertical Industry content, could increase or decrease with each period. There was no change between points available between 1Q 2009 and 4Q 2009. Compass Intelligence conducts primary research with end-users twice a year. In April 2009, we surveyed 10,000+ business users and surveyed another 10,000+ in December of this year. Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This 30-page report provides the findings of our Q1-Q4 2009 Online Experience Rankings for SMB portals. Topics of discussion include Executive Summary of Results, Rankings of the Top 10 Vendors, Key Strategies Emerging at the end of 2009, and Vendor Profiles. These rankings have been designed to provide a context to evaluate the “experience capabilities” of the top vendor websites (both Tech and non-tech vendors) with regard to Small and Mid-sized Business users. Compass Intelligence’s ranking method is based on both vendor and primary research. Vendors have a possible of 240 points. Points are assigned based on our evaluation of publically available resources and tools. Based on the primary research, the number of points possible for a given feature, such as Vertical Industry content, could increase or decrease with each period. There was no change between points available between 1Q 2009 and 4Q 2009. Compass Intelligence conducts primary research with end-users twice a year. In April 2009, we surveyed 10,000+ business users and surveyed another 10,000+ in December of this year. Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This aDRD (Announcement-based Data-Rich Deliverable) is part of the Online Customer Experience Model and Small Business subscriptions. This 6-page announcement discusses AMEX recent plans to expand upon Forum’s small business networking capabilities. Forum, which was launched in 2007, is continually evolving. American Express OPEN Forum has begun to develop tools that will allow small business owners to bridge the gap between building relationships and connecting through social media. Social networking is an enormous trend in the online world currently and businesses are working more and more to tap into that potential and with due cause. Included in this report, are Compass Intelligence’s recent survey findings regarding businesses interest in various avenues of online learning in 2009. The Expert Guide for this report is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This free summary presentation provides insight in understanding what Business Users want with regard to learning online. This report version includes the Methodology & Project background, Revisiting Expected IT spending, What is Cisco.com's Reach among Business Users and more. The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model and Business Telecom subscriptions. This 28-page report provides the findings of our 2H 2009 research on the Business Demand for Online Learning Tools by Size of Business and also includes expectations for IT spending in 2H 2009. Other topics of discussion include: Vendor Profiles, Priorities, Vendor Website Usage, Website Utilities and Ranking, and Online Learning and Preferences. The website utility rankings have been designed to provide a context to evaluate the usefulness and relevance of the top vendor websites (both Tech and non-tech vendors). Additionally, respondents were asked to rank both the entire website as well as the site for content not related to purchasing. Size of business includes: SOHO (1-4 employees), Small Business (5-99 employees), Mid-Sized Business (100-999 employees), Enterprise Business (Over 1000 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This aDRD (Announcement-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This 9-page report explores Verizon's newly launched launch of its new Small Business Center – an online portal to provide applications, information and support to Verizon Small Business customers. Compass Intelligence published the findings of our Q1 2009 SMB Online Experience rankings the same day that Verizon announced the Small Business Center (SBC). As such, this new portal was not included in our ranking of Verizon’s capabilities for the 1st quarter. In this research, we’ll examine Verizon’s SBC and indicate what it’s rank would have been had the SBC been included in our Q1 2009 rankings. These findings have been designed to provide a context to evaluate the “experience capabilities” of both Tech and non-tech vendor websites with regard to Small and/or Mid-sized Business users. The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model as well as both the Small and Mid-Sized Business subscriptions. This 58-page report provides the findings of our Q1 2009 Online Experience Rankings for SMB portals. Topics of discussion include key strategies emerging in 2009, Vendor Profiles, the sell-thru partner angle and how SMBs can stand out and thrive in todays economic environment.  These rankings have been designed to provide a context to evaluate the “experience capabilities” of the top vendor websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users.  The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities.  Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online.  The report includes the rankings and key finds, profiles of the Top 10 ranked vendors.  Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This free summary presentation provides insight into the business end of social networking use.  The primary research, conducted by Compass Intelligence covered 10K Working Americans and their use of Social Networking for business purposes. The full report version includes the rankings on most valuable sites and resources as well as IT budget expectations and spending in 2009. The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This 13-page report provides insight into the business end of social networking use.  The primary research, conducted by Compass Intelligence covered 10K Working Americans and their use of Social Networking for business purposes. The report includes the rankings on most valuable sites and resources as well as IT budget expectations and spending in 2009. The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This 14-page report explores American Express’ best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT. These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect. The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities. Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online.  Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This 14-page report explores AT&T’s best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT. These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect. The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities. Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online. Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This 14-page report explores CenturyTel’s best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT. These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect. The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities. Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online.  Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This 14-page report explores Cisco’s best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT. These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect. The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities. Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online. Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This 14-page report explores Dell’s best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT. These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect. The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities. Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online.  Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This 14-page report explores HP’s best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT. These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect. The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities. Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online. Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This 14-page report explores IBM’s best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT. These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect. The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities. Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online.  Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This 14-page report explores Intuit’s best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT. These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect. The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities. Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online. Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This 14-page report explores Microsoft’s best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT. These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect. The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities. Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online.  Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This 14-page report explores SAP’s best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT. These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect. The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities. Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online. Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model subscription. This 14-page report explores Sprint’s best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT. These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect. The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities. Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online.  Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Online Customer Experience Model as well as both the Small and Mid-Sized Business subscriptions. This 12-page report provides an executive summary of Compass Intelligence’s findings of our 2008 Online Experience Rankings for SMB portals.  These rankings have been designed to provide a context to evaluate the “experience capabilities” of the top vendor websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users.  The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities.  Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online.  The report includes the rankings and key finds, profiles of the Top 10 ranked vendors and primary research from more than 540 Small and Mid-sized Business decision-makers in the US.  Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data Rich Deliverable) is part of the Online Experience Model subscription.  This free summary presentation highlights the complete vendor rankings from our latest Q3 SMB online experience research.  This research is authored by Kneko Burney and Amy Cravens.

This research is part of Compass Intelligence’s Customer Experience Model practice and includes analysis of the websites of 40+ vendors, primary research with more than 500 SMB decision-makers and briefings with multiple vendors reviewed in the research. "The Web is a viable platform through which to engage SMB decision-makers meaningfully and is one of the key chan­nels through which these customers currently inform their ICT purchase decisions," says Kneko Burney, President of Compass Intelligence. "What’s more, SMB decision-makers are looking to the Web as a means to further engage with customers, suppliers, key vendors, partners, each other, experts and more. As such, vendors hoping to tap into the massive SMB market opportunity, worth more than $300 Billion in ICT spending in the US, will need to invest in Web strategies that do more than just drive transactions, but that also work to build relationships," says Ms. Burney.

 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Customer Experience Model subscription. This 14-page report explores CenturyTel’s best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT. These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect. The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities. Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online. The report includes the rankings and key finds, profiles of the Top 10 ranked vendors and primary research from more than 540 Small and Mid-sized Business decision-makers in the US. Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Customer Experience Model as well as both the Small and Mid-Sized Business subscriptions. This 71-page report provides the findings of our 2008 Online Experience Rankings for SMB portals.  These rankings have been designed to provide a context to evaluate the “experience capabilities” of the top vendor websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users.  The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities.  Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online.  The report includes the rankings and key finds, profiles of the Top 10 ranked vendors and primary research from more than 540 Small and Mid-sized Business decision-makers in the US.  Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data Rich Deliverable) is part of the Customer Experience Model subscription.  This free summary presentation highlights the best and worst practices from our latest Q3 SMB online experience research.  This research is authored by Kneko Burney and Amy Cravens.

This research is part of Compass Intelligence’s Customer Experience Model practice and includes analysis of the websites of 40+ vendors, primary research with more than 500 SMB decision-makers and briefings with multiple vendors reviewed in the research. "The Web is a viable platform through which to engage SMB decision-makers meaningfully and is one of the key chan­nels through which these customers currently inform their ICT purchase decisions," says Kneko Burney, President of Compass Intelligence. "What’s more, SMB decision-makers are looking to the Web as a means to further engage with customers, suppliers, key vendors, partners, each other, experts and more. As such, vendors hoping to tap into the massive SMB market opportunity, worth more than $300 Billion in ICT spending in the US, will need to invest in Web strategies that do more than just drive transactions, but that also work to build relationships," says Ms. Burney.

 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Customer Experience Model subscription. This 20-page report explores Bank of America’s best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT.  These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect.  The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities.  Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online. The report includes the rankings and key finds, profiles of the Top 10 ranked vendors and primary research from more than 540 Small and Mid-sized Business decision-makers in the US.  Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Customer Experience Model subscription. This 20-page report explores BT’s best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT.  These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect.  The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities.  Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online. The report includes the rankings and key finds, profiles of the Top 10 ranked vendors and primary research from more than 540 Small and Mid-sized Business decision-makers in the US.  Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.

 

 

 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Customer Experience Model subscription. This 20-page report explores IBM’s best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT.  These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect.  The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities.  Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online. The report includes the rankings and key finds, profiles of the Top 10 ranked vendors and primary research from more than 540 Small and Mid-sized Business decision-makers in the US.  Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Customer Experience Model subscription. This 20-page report explores Microsoft’s best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT.  These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect.  The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities.  Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online. The report includes the rankings and key finds, profiles of the Top 10 ranked vendors and primary research from more than 540 Small and Mid-sized Business decision-makers in the US.  Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.

 

 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Customer Experience Model subscription. This 20-page report explores AT&T's best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT.  These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect.  The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities.  Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online. The report includes the rankings and key finds, profiles of the Top 10 ranked vendors and primary research from more than 540 Small and Mid-sized Business decision-makers in the US.  Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Customer Experience Model subscription. This 21-page report explores Sprint's best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT.  These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect.  The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities.  Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online. The report includes the rankings and key finds, profiles of the Top 10 ranked vendors and primary research from more than 540 Small and Mid-sized Business decision-makers in the US.  Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.

 

 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Customer Experience Model subscription. This 17-page report explores T-Mobile’s best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT.  These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect.  The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities.  Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online. The report includes the rankings and key finds, profiles of the Top 10 ranked vendors and primary research from more than 540 Small and Mid-sized Business decision-makers in the US.  Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Customer Experience Model subscription. This 21-page report explores Verizon's best practices and innovative strategies to build relationships with SMB users online. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT.  These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect.  The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities.  Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online. The report includes the rankings and key finds, profiles of the Top 10 ranked vendors and primary research from more than 540 Small and Mid-sized Business decision-makers in the US.  Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Customer Experience Model subscription. This 24-page report explores the best practices and innovative strategies to build relationships with SMB users online for Q1 2008. The provided results are the findings of our 2008 online experience rankings for SMB portals as well as a survey conducted with 41 marketing executives across various industries including ICT.  These findings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users. This report provides insight on from both the provider and end-user aspect.  The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities.  Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online. The report includes the rankings and key finds, profiles of the Top 10 ranked vendors and primary research from more than 540 Small and Mid-sized Business decision-makers in the US.  Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Customer Experience Model as well as both the Small and Mid-Sized Business subscriptions. This 59-page report provides the findings of our 2008 Online Experience Rankings for SMB portals.  These rankings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users.  The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities.  Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online.  The report includes the rankings and key finds, profiles of the Top 10 ranked vendors and primary research from more than 540 Small and Mid-sized Business decision-makers in the US.  Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Customer Experience Model, Small Business, and SMB Subscriptions.  This 26-slide powerpoint presentation provides key insights, trends, and survey feedback on the Small Business IT market.  Key topics covered include Small Business IT spending and growth, key priorities and challenges for IT investment, online behaviors and preferences, online collaboration, and B2B channels in the Small Business market.  The U.S. Small Business market consists of businesses with 5 to 99 employees.  IT spending includes expenditures on telecom, outsourcing, applications, services, personnel, network hardware, and computer hardware. The Expert Guide for this presentation is Kneko Burney.

 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Customer Experience Model subscription. This insight is part of a series of reports that will explore online customer experience among US businesses of various sizes and assesses how web-based tools compare to more traditional resources. Also discussed and analyzed is the impact web services have on customers in terms of important selection criteria, ease of use, web utilities across providers, the influence on perceptions, most useful and relevant sites, unmet customer services needs, and the factors regarding purchasing decisions. This data is shown across the size of business, including SOHO Business (1-4 employees), Small Business (5-99 employees), Mid-Sized Business (100-999 employees), and Enterprise Business (1000+ employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Enterprise Business and Customer Experience Model subscription. This insight is part of a series of reports that will explore online customer experience among US businesses of various sizes and assesses how web-based tools compare to more traditional resources. Enterprise business consists of a business entity with 1000+ employees across all locations. Also discussed and analyzed is the impact web services have on customers in terms of important selection criteria, ease of use, web utilities across providers, the influence on perceptions, most useful and relevant sites, unmet customer services needs, and the factors regarding purchasing decisions. This data and insight focuses on the Enterprise size segment or those with 1000 or more employees. The Expert Guide for this deliverable is Kneko Burney.

 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Mid-Sized Business and Customer Experience Model subscriptions. This insight is part of a series of reports that will explore online customer experience among US businesses of various sizes and assesses how web-based tools compare to more traditional resources. Mid-sized business consists of a business entity with 100 to 999 employees across all locations. Also discussed and analyzed is the impact web services have on customers in terms of important selection criteria, ease of use, web utilities across providers, the influence on perceptions, most useful and relevant sites, unmet customer services needs, and the factors regarding purchasing decisions. This data and insight focuses on the Mid-Sized size segment or those with 100 to 999 employees. The Expert Guide for this deliverable is Kneko Burney.

 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Small Business and Customer Experience Model subscriptions. This insight is part of a series of reports that will explore online customer experience among US businesses of various sizes and assesses how web-based tools compare to more traditional resources. Small business consists of a business entity with 5 to 99 employees across all locations. Also discussed and analyzed is the impact web services have on customers in terms of important selection criteria, ease of use, web utilities across providers, the influence on perceptions, most useful and relevant sites, unmet customer services needs, and the factors regarding purchasing decisions. This data and insight focuses on the Small size segment or those with 5 to 99 employees. The Expert Guide for this deliverable is Kneko Burney.

 

This iDRD (Insight-based Data-Rich Deliverable) is part of the SOHO Business and Customer Experience Model subscriptions. This insight is part of a series of reports that will explore online customer experience among US businesses of various sizes and assesses how web-based tools compare to more traditional resources. SOHO business consists of a business entity with 1 to 4 employees across all locations. Also discussed and analyzed is the impact web services have on customers in terms of important selection criteria, ease of use, web utilities across providers, the influence on perceptions, most useful and relevant sites, unmet customer services needs, and the factors regarding purchasing decisions. This data and insight focuses on the SOHO size segment or those with 1 to 4 employees. The Expert Guide for this deliverable is Kneko Burney.

 

This iDRD (Insight-based Data-Rich Deliverable) is part of the SOHO Business and Customer Experience Model subscriptions. This insight, based on a survey completed in the 2nd quarter of 2007, discusses and analyzes the importance of branding in the soho business market, specifically the difference between brand reach and brand preference. SOHO business consists of a business entity with 5 or fewer employees across all locations.  In addition, responses from 1000+ IT decision-makers provide both direct and in-direct factors that have an impact on customer perception of satisfaction, including touch-points, best/worst practices, influencers and perceptions, “perception altering” events, and service quality and customer service.  This insight focuses on survey responses by IT decision-makers in the SOHO size segment or those with 5 or fewer employees. The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Mid-Sized Business and Customer Experience Model subscriptions. This insight, based on a survey completed in the 2^nd quarter of 2007, discusses and analyzes the importance of branding in the Mid-Sized business market, specifically the difference between brand reach and brand preference. Mid-sized business consists of a business entity with 100 to 999 employees across all locations.  In addition, responses from 1000+ IT decision-makers provide both direct and in-direct factors that have an impact on customer perceptions of satisfaction, including touch-points, best/worst practices, influencers and perceptions, “perception altering” events, and service quality and customer service.  This insight focuses on survey responses by IT decision-makers in the Mid-Sized size segment or those with 100 to 999 employees. The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Small Business and Customer Experience Model subscriptions. This insight, based on a survey completed in the 2^nd quarter of 2007, discusses and analyzes the importance of branding in the Small business market, specifically the difference between brand reach and brand preference. Small business consists of a business entity with 5 to 99 employees across all locations.  In addition, responses from 1000+ IT decision-makers provide both direct and in-direct factors that have an impact on customer perceptions of satisfaction, including touch-points, best/worst practices, influencers and perceptions, “perception altering” events, and service quality and customer service.  This insight focuses on survey responses by IT decision-makers in the Small size segment or those with 5 to 99 employees. The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Business Telecom and Customer Experience Model subscriptions. This insight, based on a survey completed in the 2nd quarter of 2007, discusses and analyzes the importance of selection criteria of providers, the influence on perceptions, vendor evaluation of excellent and poor customer service, unmet customer services needs, customer switching factors, and truths regarding purchasing decisions.  This survey data is shown across the size of business, including SOHO, Small, Mid-sized, and Enterprise business market.  Survey responses are included in this report for all US businesses and SOHO (1-4 employees), Small (5-99 employees), Mid-Sized (100-999 employees), and Enterprise (1000+ employees). The Expert Guide for this deliverable is Kneko Burney.

 

 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Business Telecom and Customer Experience Model subscriptions. This insight, based on a survey completed in the 2^nd quarter of 2007, discusses and analyzes the importance of branding, specifically the difference between brand reach and brand preference across the size of business, including SOHO, Small, Mid-sized, and Enterprise business market.  In addition, responses from 1000+ IT decision-makers provide insights on both direct and in-direct factors that have an impact on customer perception of satisfaction, including touch-points, best/worst practices, influencers and perceptions, “perception altering” events, and service quality and customer service.  Survey responses are included in this report for all US businesses and SOHO (1-4 employees), Small (5-99 employees), Mid-Sized (100-999 employees), and Enterprise (1000+ employees). The Expert Guide for this deliverable is Kneko Burney.

 

 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Enterprise Business and Customer Experience Model subscriptions. This insight, based on a survey completed in the 2^nd quarter of 2007, discusses and analyzes the importance of branding in the Enterprise business market, specifically the difference between brand reach and brand preference. Enterprise business consists of a business entity with 1000+ employees across all locations.  In addition, responses from 1000+ IT decision-makers provide both direct and in-direct factors that have an impact on customer perception of satisfaction, including touch-points, best/worst practices, influencers and perceptions, “perception altering” events, and service quality and customer service.  This insight focuses on survey responses by IT decision-makers in the Enterprise size segment or those with 1000 or more employees. The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Customer Experience Model as well as both the Small and Mid-Sized Business subscriptions. This report provides the findings of our Online Experience Rankings for SMB portals.  These rankings have been designed to provide a context to evaluate the “experience capabilities” of 40 websites (both Tech and non-tech vendors) with regard to Small and/or Mid-sized Business users.  The rankings have been designed to expose the strong points, as well as the weak points of each vendor’s capabilities.  Additionally, these rankings score the overall online experience, not just the buying experience and factors such as original content and learning materials are weighed just as heavily as the ability to buy or gain access to customer support online.  The report includes the rankings and key finds, profiles of the Top 10 ranked vendors and primary research from more than 540 Small and Mid-sized Business decision-makers in the US.  Size of business includes Small Business (5-99 employees), Mid-Sized Business (100-999 employees). The Expert Guide for this deliverable is Kneko Burney.
 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Customer Experience Model, Business Telecom, and Business Wireless markets and subscriptions.  This report discusses and analyzes decision-makers’ perceived market realities and how that perception affects providers’ abilities to sell Mobility services.  Included in this report is data from Compass Intelligence’s Customer Experience Model survey that was conducted in April of 2007 surveying 1000+ business decision-makers.  The Customer Experience Model examines both direct and indirect factors that have an impact on customer perception of satisfaction, including touch-points, best/worst practices, influencers and perceptions, “perception altering” events, and service quality and customer service.    Forecasts are from 2006 through 2011 and include annual growth rate, as well as percentage of total market.  The Expert Guide for this DRD is Kneko Burney.

 

This iDRD (Insight-based Data-Rich Deliverable) is part of the Customer Experience Model subscription.  This insight introduces and discusses Compass Intelligence’s Customer Experience model.  The Customer Experience Model examines both direct and in-direct factors that have an impact on customer perception of satisfaction, including touch-points, best/worst practices, influencers and perceptions, “perception altering” events, and service quality and customer service.  The Expert Guide for this DRD is Kneko Burney.