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Automation: Implementing Technology within Limits
by Rebecca Ray, Donald A. DePalma, February 23, 2017, 11 Pages View abstract 
CSA Research carried out an extensive data collection and analysis exercise in preparation for Localization Maturity ModelTM (LMM) 3.0. We conducted a comprehensive survey of enterprise buyers of language services in 15 countries in June and July . . .
 
Organization: Building Excellence at Every Stage
by Rebecca Ray, Donald A. DePalma, February 23, 2017, 15 Pages View abstract 
CSA Research carried out an extensive data collection and analysis exercise in preparation for Localization Maturity ModelTM (LMM) 3.0. We conducted a comprehensive survey of enterprise buyers of language services in 15 countries in June and July 2016 . . .
 
Process: Globalizing Enterprise-Wide
by Rebecca Ray, Donald A. DePalma, February 23, 2017, 16 Pages View abstract 
Localization teams depend on formal processes to enable on-time delivery of ever-growing volumes of content in multiplying numbers of languages. However, our research shows that an organization is never responsive enough to its domestic multicultural . . .
 
Why Benchmarking Buyer Maturity Matters for LSPs
by Rebecca Ray, Hélène Pielmeier, February 23, 2017, 7 Pages View abstract 
Recognizing buyer maturity levels and incorporating them into your strategy and solution delivery processes are essential to your business. Doing so enables you to: 1) identify the right prospects; 2) nurture leads with relevant messaging; 3) win opportunities . . .
 
Does Third-Party Linguistic Review Make Sense?
by Arle Lommel, January 27, 2017, 9 Pages View abstract 
In their quest to ensure that translations meet quality expectations, some buyers of translation services work with third-party organizations to obtain linguistic reviews of content. This step is meant to assure them that content meets legal or business . . .
 
Remove Process Waste for Greater Efficiency
by Arle Lommel, Hélène Pielmeier, January 17, 2017, 6 Pages View abstract 
Like a leaky faucet, a process that creates losses here and there can amount to a big bill at the end. However, many buyers of language services may be unaware of how subtle waste on their part contributes to quality and efficiency problems on a larger . . .
 
Understanding Buyer Decision Strategies
by Arle Lommel, Hélène Pielmeier, January 16, 2017, 6 Pages View abstract 
When you consider expanding your sales and marketing efforts, you may find yourself hampered by a lack of knowledge about how to find profitable opportunities. If you go after particular profiles simply because they are visible, you may miss opportunities . . .
 
SEO Essentials for Global Brands
by Benjamin B. Sargent, December 30, 2016, 6 Pages View abstract 
More than 90% of customer journeys begin with search. SEO-generated visits achieve higher conversion rates than other digital lead sources. Yet many international brands tell us their implementation and processes for SEO remain unorganized and half-hearted . . .
 
Should We Centralize Our Globalization Function?
by Rebecca Ray, December 30, 2016, 9 Pages View abstract 
One of the most common questions asked by organizations implementing globalization as a business function is whether they should centralize language services. Data from CSA Research demonstrates that companies continue to consolidate in this area as they . . .
 
Strategy: Establishing Goals and Budgets Organization-Wide
by Rebecca Ray, Donald A. DePalma, December 19, 2016, 17 Pages View abstract 
CSA Research carried out an extensive data collection and analysis initiative in preparation for Localization Maturity Model™ (LMM) 3.0. We conducted a comprehensive survey of enterprise buyers of language services in 15 countries in June and July . . .
 
Governance: Elevating Localization as a Business Function
by Rebecca Ray, Donald A. DePalma, December 01, 2016, 18 Pages View abstract 
In preparation for the release of Localization Maturity ModelTM 3.0, CSA Research conducted a comprehensive survey of enterprise buyers of language services in 15 countries in June and July 2016. We asked about five strategic areas - governance, strategy, . . .
 
Why Benchmarking Localization Maturity Matters
by Rebecca Ray, Donald A. DePalma, December 01, 2016, 7 Pages View abstract 
How many times have you heard "localization is special" or "globalization only affects a few departments?" Probably too many. Why are these attitudes still held by otherwise informed middle managers and executives? Because localization or globalization . . .
 
Top 100 Ranking of Global Brand Websites
by Benjamin B. Sargent, November 30, 2016, 7 Pages View abstract 
This brief ranks the 100 most global brands for 2016, based on CSA Research’s annual study of global websites. This year we assessed 2,657 sites. Based on that analysis, we identified 58 best practices for global customer experience (CX). Then we . . .
 
Expanding Global Customer Experience
Best Practices from 150 Companies with 25 or More Languages
by Benjamin B. Sargent, Rebecca Ray, November 16, 2016, 52 Pages View abstract 
Global brands seek to maximize return on research and development, product design, and brand investments. As customer acquisition and engagement become increasingly digitized, these companies must reliably deliver content in dozens of languages and channels, . . .
 
Building a Globally Integrated Organization
by Rebecca Ray, November 03, 2016, 9 Pages View abstract 
When it comes to delivering a global customer experience, you're only as good as your last performance. And your organization's ability to repeat and sustain its successes depends on the degree to which each function has globalized its business processes . . .
 
Understanding Translation Quality
by Arle Lommel, October 31, 2016, 9 Pages View abstract 
Translation “quality” is notoriously difficult to define and can be a source of debate and dispute between translation providers and buyers. To give stakeholders a point of reference to explain what they mean and expect by quality, we: 1) . . .
 
How LSPs Can Remove Waste in the Process
by Hélène Pielmeier, September 21, 2016, 6 Pages View abstract 
Like a leaky faucet, a process that creates losses here and there can amount to a big bill at the end. Yet, most language service providers pay very little attention to subtle waste, even when they abide by quality management systems . . .
 
Building In-House Translation Teams
by Rebecca Ray, August 31, 2016, 6 Pages View abstract 
Organizations can select from a number of staffing models when establishing or improving their global content delivery process. This brief outlines why they may choose to include an internal language services team, followed by guidance in the following . . .
 
Mobile-Forward Design for Global Websites
by Benjamin B. Sargent, August 31, 2016, 7 Pages View abstract 
The small screen is here to stay. Today, you're only as good as your 320-pixel wide display. This research re-evaluates mobile-oriented brand websites and identifies an emerging trend we call mobile-forward design. This approach surfaces a single customer . . .
 
How to Manage Freelancers: Lessons Learned from LSPs
by Rebecca Ray, Hélène Pielmeier, July 29, 2016, 12 Pages View abstract 
Though not yet a trend, CSA Research observes more companies considering the option of directly managing the freelance linguistic talent responsible for generating their multilingual customer experience. This brief outlines why organizations choose to . . .
 
Five Questions to Identify More Evolved Prospects
by Donald A. DePalma, June 24, 2016, 4 Pages View abstract 
The market segmentation strategy for a language service provider may involve serious triage of business opportunities, even to the point of rejecting prospective clients. A major reason for not working with a given prospect is low localization maturity . . .
 
MT Is Unavoidable to Keep Up with Content Volumes
by Donald A. DePalma, June 17, 2016, 3 Pages View abstract 
Mainstream media report the criticisms of linguists and other specialists who decry the quality of machine translation (MT). However, language service providers experience increased pressure to adopt MT if they haven't done so yet. This brief describes . . .
 
The Calculus of Global Content
by Donald A. DePalma, May 17, 2016, 3 Pages View abstract 
Translation buyers and suppliers face the challenges of massive content volumes, along with demands for faster turnaround times and more target languages, all while dealing with flat budgets. Some look to machine translation as the solution. At the same . . .
 
Boost Your Content Strategy by Learning from Millennials
by Rebecca Ray, April 29, 2016, 2 Pages View abstract 
Digital marketing managers - and the localization teams that support them - can tap into Millennial thinking to deepen content experiences. You can learn a great deal from this generation when updating your one- to three-year strategic plans for global . . .
 
Pragmatic Global Content Strategy
Managing Global Information Overload
by Rebecca Ray, Donald A. DePalma, April 27, 2016, 33 Pages View abstract 
Digital marketers, localization managers, and corporate planners want guidelines and data to help them decide which materials to translate and how much to translate. This report answers that question by showing how to develop and use marketing personas, . . .
 
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