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May 26, 2012

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5 Steps to Serving Customers in a Mobile World sponsored by Voxeo WHITE PAPER: This brief resource outlines 5 steps you can take now to successfully engage customers across channels and realize profits. Posted: 22 Mar 2012 \| Published: 22 Mar 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Mobile CRM \| Web 2.0

Executive Dialogue: Finding Customer Loyalty in a Multichannel World sponsored by Oracle Corporation WHITE PAPER: Loyal customers are the lifeblood of a business. Read this paper for a discussion, given by executives Don Peppers and Melissa Boxer, of the four key principles of success in gaining customer loyalty. Posted: 02 Apr 2010 \| Published: 02 Apr 2010 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Market Trends \| Marketing

Defining the 21st Century salesperson sponsored by SAP America, Inc. WHITE PAPER: This expert white paper from Forrester Research discusses how the role of the sales person has changed in today's digital world and the four types of salespeople in the 21st century. Posted: 15 May 2012 \| Published: 15 May 2012 TOPICS: B2B \| CRM \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Sales \| Sales Force Automation \| Sales Representatives

Optimizing Service Channels: Five Essential Tips for Balancing Customer Support and Controlling Support Costs sponsored by inContact WHITE PAPER: This white paper discusses the ways in which organizations are striving to maintain excellent customer service for all types of clients while at the same time controlling support costs. Read this white paper to learn more. Posted: 10 Jan 2011 \| Published: 10 Jan 2011 TOPICS: Call Center Management \| Call Centers \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Satisfaction \| Customer Service

Walk Before You Run: Incorporating Social Channels Into Your CRM Strategy sponsored by SugarCRM Inc. WHITE PAPER: Social channels are here to stay and should be part of your customer engagement strategy, as you will be required to integrate these new channels sooner, rather than later. This paper will help you build the best road map to customer success, integrating both old and new channels into your customer experience strategy. Posted: 08 Nov 2010 \| Published: 08 Nov 2010 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Interaction Services \| Customer Retention \| Customer Satisfaction \| Customer Service \| Social Computing \| Social Networking

How to retain customer loyalty in the competitive retail market sponsored by Infor CRM WHITE PAPER: Read this now to learn how single-view software could enhance your customer relationship interactions with more insightful data. Posted: 16 Jan 2012 \| Published: 16 Jan 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| eCommerce \| Web 2.0 \| Web Content Management

Unlock the Value of Social Media Data sponsored by Hewlett-Packard Limited WHITE PAPER: Read this paper now to learn how you can implement social data practices into your current customer analytics program. Posted: 05 Jan 2012 \| Published: 05 Jan 2012 TOPICS: Business Intelligence \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Retention \| Data Analytics \| Social Networking \| Web 2.0

The Five Fundamentals for a Successful FCR Program sponsored by Enkata Technologies WHITE PAPER: This paper outlines the five fundamentals for a successful FCR program. Posted: 25 Apr 2012 \| Published: 25 Apr 2012 TOPICS: Call Center Management \| Call Center Services \| Call Centers \| Customer Interaction Services \| Customer Retention \| Customer Service \| Customer Service Best Practices

Realizing The True Payoffs of Speech Analytics sponsored by Enkata Technologies WHITE PAPER: This white paper takes a look at speech analytics and how companies are using cloud-based solutions to transform customer conversations into business insight. Posted: 25 Apr 2012 \| Published: 25 Apr 2012 TOPICS: Content Analytics \| CRM \| CRM Analytics \| CRM Analytics Software \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Service

Maximize the Customer Experience: Balancing the Service Level Mix in the Call Center sponsored by inContact WHITE PAPER: Supported by insights from Peppers & Rogers Group and inContact, this white paper will explore the benefits of applying the right mix of self-service and agent-assisted support to meet customer expectations effectively and maximize business outcomes. Posted: 10 Jan 2011 \| Published: 10 Jan 2011 TOPICS: Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

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