CRM Services

WHITE PAPER: Outdated service management platforms are a problem for many businesses, as they result in an excess of costs and complexity.  In today's business environment, a service desk update may be in order, and this resource outlines the requirements for a successful platform, along with questions to ask before making a purchase decision.

Posted: 21 Mar 2013 | Published: 30 Sep 2012

WHITE PAPER: In the context of the contact center, being able to provide agents with insights needed to support and engage customers is critical to deliver a positive customer experience. And agent desktop optimization (ADO) initiatives help contact centers accomplish this objective by empowering agents. Continue on for insights.

Posted: 20 Mar 2013 | Published: 31 Oct 2012

WHITE PAPER: This whitepaper will give you some insight into the benefits high-quality geocoding can bring to your business, and will teach you the best practices today's leaders are following to engage customers, reduce costs and manage risk.

Posted: 18 Mar 2013 | Published: 18 Mar 2013

WHITE PAPER: Service management platforms have a vital role to play, but in most organizations, they're not living up to expectation. Read on to explore why legacy service desks and even newer platforms have not delivered on expectations. Discover five requirements for a service desk solution to be truly effective in today's business environment.

Posted: 28 Feb 2013 | Published: 30 Sep 2012

WHITE PAPER: Businesses struggling to improve their customer service are failing to recognise the role and consider the needs of their own employees. This paper shows how successful customer service organisations have transformed customer service by empowering their employees with dynamic case management applications.

Posted: 22 Feb 2013 | Published: 22 Feb 2013

WHITE PAPER: This short white paper reveals how your organization can set up a test environment of a SharePoint system with just a few pilot groups or departments.

Posted: 18 Feb 2013 | Published: 18 Feb 2013

WHITE PAPER: By now, we're all aware of what a powerful force social media can be for a business – be it positive or negative. But how should your business address what's happening in social media? Read on to find out.

Posted: 15 Feb 2013 | Published: 31 Dec 2012

WHITE PAPER: Whether your goal is to provide the best customer experience possible, increase sales, or reduce costs, the multichannel contact center delivers. Because customers want – and demand – access to customer service and support via their channel or media of choice, supporting a voice-only channel is no longer an option.

Posted: 11 Feb 2013 | Published: 11 Feb 2013

WHITE PAPER: Uncover details about the top five services you should be offering to your clients in 2013 and learn how an integrated Professional Services Automation (PSA) solution can help you effectively and efficiently deliver and manage these services.

Posted: 21 Dec 2012 | Published: 21 Dec 2012

WHITE PAPER: HP Enterprise Applications Services for Microsoft Dynamics provides a comprehensive enterprise CRM solution based on Microsoft’s market-leading Dynamics CRM software application. Read this white paper to learn more about this technology suite and how it can help you reduce risks, lower costs and accelerate growth while improving productivity.

Posted: 06 Jan 2012 | Published: 06 Jan 2012

WHITE PAPER: This white paper demonstrates how empowering your employees can lead to significantly improved customer service. Learn how dynamic case management applications can assist in delivering employee empowerment and transform the customer experience.

Posted: 24 Aug 2012 | Published: 24 Aug 2012

WHITE PAPER: Customer data integration helps companies grow and thrive, but businesses still have a long way to go to implement customer relationship management (CRM) in a meaningful way. Check out what over 300 companies said about cloud, their CRM platforms, and customer data integration in this survey.

Posted: 20 Aug 2012 | Published: 20 Aug 2012

WHITE PAPER: Companies are scrambling to implement CRM systems, but they might not be getting what they bargained for if they're not careful. Up to 80% are reporting they're not getting what they were promised. Read this paper and learn how to avoid pitfalls, develop a strategy for your CRM system, and much more.

Posted: 20 Aug 2012 | Published: 01 Mar 2011

WHITE PAPER: This paper is designed to help IT and business leaders at midsize companies find innovative ways to extend their customer relationship management (CRM) capabilities to capitalize on emerging trends such as cloud, mobile, social media and predictive analytics. Gain essential insight to get closer to your customers and ensure your company's survival.

Posted: 16 Aug 2012 | Published: 01 Jul 2012

WHITE PAPER: This white paper discusses the features of JBoss Enterprise Middleware and highlights technical and customer support as the key characteristic that sets this middleware apart from the competition.

Posted: 03 Nov 2011 | Published: 01 Nov 2011

WHITE PAPER: This white paper examines a new mobile barcode solution for consumer engagement, which is helping to connect the offline world with the online world.

Posted: 02 Nov 2011 | Published: 02 Nov 2011

WHITE PAPER: The newest wave of customer relationship management (CRM) applications will leverage the power of cloud computing to offer delivery models, including services being called and delivered within the application. Access this report from IDC to explore the future of CRM application delivery.

Posted: 21 Oct 2011 | Published: 21 Oct 2011

WHITE PAPER: In addition to providing quality care, health care facilities continuously search for ways to increase patient satisfaction and proactively manage their overall health.Inside this white paper, learn about CRM technologies that help meet these goals by supporting chronic disease management, business intelligence and more.

Posted: 20 Oct 2011 | Published: 19 Oct 2011

WHITE PAPER: This white paper will provide an outline of the broad steps you should take in building a social CRM strategy and a overview of how you can pair that strategy with technology to enable your business to practice real social CRM.

Posted: 01 Sep 2011 | Published: 31 Aug 2011

WHITE PAPER: The advent of cloud-based CRM applications has eliminated the significant initial budgetary barriers to entry for many businesses, and the proliferation of products geared toward smaller businesses has presented small business with options that allow them to choose based on specific features. Learn more about how CRM can help your small business.

Posted: 01 Sep 2011 | Published: 31 Aug 2011

WHITE PAPER: E-commerce has gone from fringe to foundation. Now, businesses must tailor their customer serivce approach to the more complex "anytime, anywhere" customer with mobile device in hand. This white paper from Oracle details the "commerce anywhere" approach.

Posted: 26 Apr 2011 | Published: 26 Apr 2011

WHITE PAPER: Organizations need to differentiate themselves by providing personalized and rewarding service that leverages the unique value of all customer touch points. If done well, a company can transform customer service into a competitive advantage, and use it to turn a buyer into a customer for life. Read on to learn more.

Posted: 22 Mar 2011 | Published: 01 Feb 2010

WHITE PAPER: What is the relationship between a loyal customer and a profitable enterprise and what role can feedback play in improving loyalty? Organizations with fiercely loyal customers take the time to listen to feedback and integrate it into decision making. EFM solutions provide the tools needed help businesses transform feedback into business results.

Posted: 26 Jan 2011 | Published: 26 Jan 2011

WHITE PAPER: Operators who invest in marketing pilots before making a significant network change are better able to plan the service packages and define the target audience. This white paper presents ECI Telecom’s proposed approach to marketing pilots, their possible components, and expected results.

Posted: 29 Nov 2010 | Published: 01 Nov 2010

WHITE PAPER: Through a case study with Pan-American, this white paper examines how insurers can generate measurable progress toward these goals by treating document driven business process automation as a strategic initiative at the C-level.

Posted: 03 Feb 2010 | Published: 03 Feb 2010