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Archive for ca.com

2011 Online Support Rankings | Why the biggest aren’t always the best

By Marty Gruhn · Comments (0)
Monday, October 17th, 2011

So much for conventional wisdom.

For the most part, I’d rather have a root canal than use most support Websites.

Search for information and you end up with a list of a bazillion documents with truncated descriptions that read like Sanskrit.

Want to take a different path? Try ferreting your product out of a laundry list of every product the company ever made.

Or try the “follow our logical links” scenario—where you end up drilling to China.

At the end of all of this wonderfulness is the real insult. Support content that either requires an engineering degree to understand—or a wad of general purpose instructions that dance around the problem and miss the issue by a country mile. Read More→

Comments (0)
Categories : POV (point of view), Support
Tags : best practices, brocade.com, ca.com, cdw.com, cisco.com, dell.com, emc.com, hp.com, ibm software group, ibm.com, intuit.com, juniper.net, newegg.com, oracle.com, sap.com, sas.com, Support, symantec.com, Usability, website design, website rankings

2011 siteIQ eBusiness Index | Enterprise Software | IBM Software is in, CA.com is out, and Oracle.com is still the biggest of them all.

By Kenna Dian · Comments (2)
Tuesday, September 13th, 2011

And the Winner Is…

Overall: Oracle.com
Usability & Effectiveness: IBM Software Group
Content, Features & Capabilities: Oracle.com

 

2011 Enterprise Software Star Rankings

With two companies performing complete site overhauls–and one nudging its site into place over the past year—rankings were bound to change in 2011. So which sites were the major movers and shakers over the past 12 months? Which ones are the sites to watch through 2012? Here’s the rundown from first place to last: Read More→

Comments (2)
Categories : Communities, Design, eSelling, Marketing, Navigation, Search, Strategy, Support, Usability, Website Launches, Website Rankings
Tags : best practice, ca.com, enterprise software, ibm software, index, oracle.com, sap.com, sas.com, symantec.com, website rankings

When support worlds collide. How to screw up a new market gambit

By Marty Gruhn · Comments (1)
Thursday, August 19th, 2010

Happy campers now, unhappy campers laterCompanies eying new markets should avoid “Marie Antoinette” and “Frankenstein” support strategies. Here’s why.

You can tell a lot about a company’s prime customers by its Website—and even more by how customers fresh from acquisitions and market gambits get lost in the shuffle.

Examine companies like Dell, that has moved from its consumer roots into enterprise markets. Or, IBM’s, CA’s and Cisco’s endeavors to translate historical successes in the enterprise realm into SMB markets. And then there is Oracle’s attempt to execute simultaneous vertical and horizontal market strategies by lashing together its software applications with Sun’s hardware and storage products. There are plenty of examples.

If you think the “tell” of these (and other) companies’ successes or failures are found in their online marketing content, you would be looking in the wrong direction. In reality, the “tell” is found in their support and training zones.

Before support and training Web teams even entertain the hope for a successful market move, they must take these two approaches off the table:  Read More→

Comments (1)
Categories : Branding, Marketing, POV (point of view), Strategy, Support
Tags : acquisitions, ca.com, cisco.com, dell.com, ibm.com, mergers, oracle.com, Support

The new CA.com | One step forward, three steps back

By Marty Gruhn · Comments (1)
Wednesday, July 21st, 2010

The new CA.com has retained its powerful “snacking” architecture but missed the Web 2.0 & social media memos

In case you haven’t noticed, CA.com recently launched a new site. As is our custom, we’ve delayed our deep-drive about six weeks to let the CA.com team find snafus and work out the bugs. Now it’s time to put the site through its paces. Here’s our Cliff’s Notes analysis: (siteIQ clients can read the complete analysis here. (log in required)

Pros

CA.com has retained its product marketing “snacking architecture,” which is one of the most powerful in the business. If you haven’t seen this in action, pick any CA product and follow the bouncing ball.

CA.com is one of few sites that know how to craft marketing content as a set of questions that speak to visitor objectives. If you need inspiration, CA.com is the place to start.

CA.com’s new design is consistent across the site; not many page owners missed the memo. CA.com is yet another example of the iterative design strategy we discussed in a recent post.

CA.com makes great use of tab-top organization on its product level pages (shades of Sun.com, yikes!). Overall, a tab-top tour de force.

Neutral

CA.com’s play on mega-menus brings it into the fold, but these menus are much less impressive than those deployed by Cisco.com and Juniper.net. Close, but no cigar.

Cons

CA.com just couldn’t resist the “eye candy” factor on its home page. In this case, it’s those revolving boxes that use type fonts that are a Mr. Magoo moment at any screen size – and whirl at the drop of a hat. Here, CA.com gets a B+ for visual impact – and D- for usability and relevance. Read More→

Comments (1)
Categories : Design, POV (point of view), Social Media & Social Networks, Web 2.0, Website Launches
Tags : ca.com, Social Media, Web 2.0, website launches

The Envelope, Please! The best of the best

By Marty Gruhn · Comments (0)
Thursday, July 8th, 2010

In case you missed my last posts, this is the time when we announce our eBusiness Index rankings. Here’s a bird’s eye view of the Websites that set the standards in the IT industry.

Related research: The eBusiness Index Report.  If you are a siteIQ client or subscriber, click here.

Comments (0)
Categories : Website Rankings
Tags : ca.com, cisco.com, dell.com, deloitte.com, emc.com, hp.com, ibm.com, intel.com, juniper.net, microsoft.com, newegg.com, nortel.com, oracle.com, sap.com, symantec.com

Does your sales force need a kick in the pants?

By Marty Gruhn · Comments (5)
Monday, March 9th, 2009

An interesting thing happened when I reviewed the search terms used to find our Web properties this week. Search terms with the words ‘eselling’ and ‘b2b buying process’ jumped to over 50% of the total search requests. Dell.com and HP.com – both eselling powerhouses in their own right – ranked second, and the terms “NewEgg” and “CDW” ranked third. Anybody else get the feeling that Web managers are starting to focus on their Website’s selling bottom line?

These stats don’t come as much of a surprise since tough times call for more attention to how effectively the company’s Website creates – and more importantly, harvests – qualified prospects. Face it, nothing beats a Website for its global reach and the ability to win and woo potential buyers at the lowest possible cost.

Given these realities, it should be really interesting to see if the sales forces we test have finally gotten eselling religion. I wouldn’t bet on it

This, of course, brings me to an interesting question. Assuming the Website does its job, what happens next? Are salespeople actually contacting ‘anatomically correct’ prospects streaming in from your Website – or is your sales force still playing the same games we’ve seen in previous years? Which leading IT companies are doing the best job harvesting interested buyers? Which companies need to kick their sales force in the pants?

Since selling is the name of the game these days, we’ve decided to launch our 10th siteIQ Secret Prospect study this week. For those of you who aren’t familiar with this study, here’s the basic approach in four easy steps. Read More→

Comments (5)
Categories : eSelling, Marketing
Tags : accenture.com, ca.com, cdw.com, cisco.com, dell.com, eds.com, eSelling, hp.com, ibm.com, juniper.net, lead generation, newegg.com, nortel.com, oracle.com, secret prospect, symantec.com

Reseller sites give Dell.com a run for its (e-selling) money

By Nicole Wallens · Comments (0)
Saturday, May 17th, 2008

Ever since we made the decision to add reseller sites to our eBusiness Index roster for 2008, I’ve been curious to see how they would perform against some of the IT industry’s selling powerhouses, including HP.com, Dell.com, and IBM.com. I wasn’t curious about their competitive performance, per se. Reseller sites are significantly smaller than their enterprise-class counterparts, even though they sell many of the same products. That automatically means their overall rankings will be lower. What I was curious about is how well these reseller sites would stack up based on their usability.

Insight.com and Newegg.com both receive scores that place them in a league with IT industry leaders -- and well ahead of one of their major partners -- HP.com

Insight.com and Newegg.com both receive scores that place them in a league with IT industry leaders — and well ahead of one of their major partners — HP.

When I rolled up the first quarter 2008 usability numbers this week, a couple of interesting facts jumped out. First, Newegg.com’s product marketing score is nearly 71%, which puts it on par with the eBusiness Index average (71.38%) — and places it in close proximity to enterprise systems heavyweights in the effectiveness rankings. Second, and more important, all three reseller sites — Newegg.com, CDW.com, and Insight.com — earn e-selling-related usability scores that are well above the eBusiness Index average, and actually rival those of the ultimate online channel — Dell.com.

Admittedly, these are two bright spots in an otherwise checkered usability landscape for these companies.  Read More→

Comments (0)
Categories : eSelling
Tags : adobe.com, ca.com, cdw.com, cisco.com, community marketing, corporate marketing, dell.com, hp.com, ibm.com, insight.com, Navigation, newegg.com, services marketing, sun.com, Support, symantec.com, Usability, website rankings

Support forums | Why silence speaks louder than words

By Kenna Dian · Comments (0)
Monday, May 12th, 2008

Today I reviewed the most recent siteIQ Enterprise Software evaluations and was surprised to see that CA.com didn’t receive a score for online support forums. Since virtually every IT Website we track on the siteIQ eBusiness Index that delivers public online support resources includes a publicly available online support forum, this omission seemed particularly odd. Intrigued, I had to find out the reason behind what appeared to be a glaring oversight.

What I found is that CA.com’s new support site does, indeed, have online support forums, and they are fairly well marked. The reason it didn’t receive a score from our evaluators was because customers must provide their email and a password not only participate in CA.com’s support forums (which is SOP for all forums) — but to view them as well. This, of course, leads one (or at least me) to ponder why a company would hide its forums behind the proverbial firewall when the industry convention is to allow visitors to freely peruse support forum entries.

One potential reason is obvious. Read More→

Comments (0)
Categories : Support
Tags : ca.com, dell.com, online forums, oracle.com, product marketing, Support

Online communities | What Web are these folks looking at?

By Marty Gruhn · Comments (0)
Wednesday, May 23rd, 2007

Oracle.com doesn’t bother with sorting by company size; on Oracle.com it’s every company for himself

I was in a meeting the other day with a client providing a readout of their most recent siteIQ results. Our diagnostics analysis was around the site’s community marketing effectiveness—and the conversation turned to the  problems that crop up when a company doesn’t clearly identify how it defines small business vs. medium-sized businesses on the site. I was astonished when I receive push back on this notion and a suggestion that small business and medium business definitions were pretty much standard across IT companies on the Web.

What Web are these folks looking at?

If you cruise around the IT Web, the one thing that is obvious is that there are few standards, and even fewer IT vendors identify who fits in what bucket. Just for giggles, consider this: Read More→

Comments (0)
Categories : Communities, Marketing
Tags : ca.com, cisco.com, community marketing, dell.com, hp.com, ibm.com, nortel.com, novell.com, oracle.com, sap.com, symantec.com
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Marty Gruhn on Twitter

  • New case study on the way: The IBM SWG Website team is executing its cult of personality strategy to perfection. http://t.co/YuBBODwr about 13 hours ago from web ReplyRetweetFavorite
  • Smart moves. IBM uses "Connect" tab 2 drive visitors 2 high value social media venues & LinkedIn groups to start conversations with IBMers 05:20:29 PM January 13, 2012 from web ReplyRetweetFavorite
@siteIQMarty

Follow Kenna Dian on Twitter

  • Online communities your thing? The Online Communities Index report is hot off the presses for Library subscribers! http://t.co/EAAgG7bi about 13 hours ago from web ReplyRetweetFavorite
  • RT @SageNAmerica: Great quote from Larry Ritter RT @LCoates1: "If you don't like change, you'll really dislike being irrelevant." @ACTby ... about 13 hours ago from web ReplyRetweetFavorite
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