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	September 19, 2008 Case Study: Cisco Improves Site Search With New Technology And Customer-Centric Approach by Leslie Owens with Matthew Brown, Norman Nicolson	Average: 8  (2 ratings)

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Executive Summary

Cisco Systems' public Web presence is mission-critical. Cisco.com comprises 75 country-specific sites with millions of technical and marketing pages published in 37 languages. The site processes millions of searches per month, but until recently, user feedback on the quality of search results clearly indicated the need to improve site search. Faced with the task of overhauling such essential site functionality, Cisco demonstrated extraordinary attention to customer needs, strong internal governance, and a clear implementation strategy with a new search engine. Customers now rave about the improved search experience.

TABLE OF CONTENTS

• Situation: Customers Demanded Relevance From The Cisco Web Site
• Best Practice: Listen To Customers
• Best Practice: Highlight Governance Process In The Project Plan
• Best Practice: Invest In Tuning Relevance And Classifying Content
• Best Practice Results: Positive Feedback And Continued Improvement
• Related Research Documents

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