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ALSO CALLED: eCRM Services
DEFINITION: Services that include strategy formulation, software selection, software implementation, business process improvement, team/end-user training, and deployment.
CRM Services White Papers (View All Report Types)
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Keep Customers Happy with Personalized Shopping Experiences
sponsored by [24]7
WHITE PAPER: Download this valuable infographic now to hear the story of how one father delivered the tablet of his daughter's dreams for her birthday thanks, in large part, to customer experience powered by [24]7.
Posted: 23 Jan 2015 | Published: 23 Jan 2015

[24]7

IDC Opinion – IBM Connect 2014 – Getting Even Smarter
sponsored by IBM
WHITE PAPER: This IDC Insight summarizes the key themes presented and announcements made at the IBM Connect 2014, an annual IBM customer and partner event held in Orlando, Florida.
Posted: 22 Jan 2015 | Published: 22 Jan 2015

IBM

WebSphere Portal Version 8.0 Reviewer's Guide
sponsored by IBM
WHITE PAPER: This whitepaper explains how IBM's WebSphere Portal and Web Content Manager supports socially infused, rich web experiences across multiple channels and pairs them with the right business applications and data, leading to competitive differentiation, customer loyalty, profitable growth and enhanced employee interactions.
Posted: 22 Jan 2015 | Published: 22 Jan 2015

IBM

IBM ExperienceOne: Continuous engagement at Greenwheels
sponsored by IBM
WHITE PAPER: This video demonstration examines how IBM ExperienceOne helps organizations attract, engage and maximize the lifetime value of customers by enriching the ways they access product information and interact with your company digitally.
Posted: 21 Jan 2015 | Published: 21 Jan 2015

IBM

Case Study: Performance Bike
sponsored by IBM
WHITE PAPER: This white paper examines how Performance Bicycle, a leading cycling product retailer based in North Carolina, created an interactive, centralized collection of employee knowledge seamlessly linked to its e-commerce site – enabling knowledgeable employees to share expertise with customers and visitors.
Posted: 21 Jan 2015 | Published: 21 Jan 2015

IBM

Demonstrating the ROI of IBM’s Exceptional Digital Experience Solutions
sponsored by IBM
WHITE PAPER: This whitepaper examines the results of an IDC study concerning the economic benefits of moving away from a homegrown solution or custom integration of multi-vendor components to a single-platform digital content delivery solution – specifically IBM's integrated Exceptional Digital Experience suite.
Posted: 20 Jan 2015 | Published: 20 Jan 2015

IBM

IBM Named a Leader in 2014 Gartner Magic Quadrant for Horizontal Portals
sponsored by IBM
WHITE PAPER: This report from Gartner takes a look at the horizon portal solution vendors you should be aware of, providing an in-depth breakdown of the pros and cons of each.
Posted: 20 Jan 2015 | Published: 01 Oct 2014

IBM

Manufacturing and the Demanding Customer: Can Mass Customization Meet the Challenge—and Yield Profits?
sponsored by Infor
WHITE PAPER: Access this featured white paper to learn how manufacturers can combine standard lean principles with made-to-order (MTO) tactics to reach this new demand for customized products while still yielding profits
Posted: 20 Jan 2015 | Published: 31 Dec 2014

Infor

Digital Experience v8.5 Announcement Letter
sponsored by IBM
WHITE PAPER: This report gives an overview of the IBM Digital Experience V8.5 updated capabilities, including simplified authoring capabilities for line-of-business users and enhanced application integration.
Posted: 20 Jan 2015 | Published: 20 Jan 2015

IBM

Forrester Market Overview: Digital Customer Experience Delivery Platforms
sponsored by IBM
WHITE PAPER: This report examines the critical details surrounding emerging digital customer experience delivery platforms, taking a look at the vendors delivering these solutions.
Posted: 20 Jan 2015 | Published: 26 Nov 2012

IBM

How Modern ERP Solutions can help Manufacturers Reshore Production
sponsored by Infor
WHITE PAPER: Read this brief to learn more about modern ERP systems like cloud deployment can play a role in your ability to respond to changing global conditions.
Posted: 19 Jan 2015 | Published: 31 Dec 2014

Infor

5 Dreamforce Announcements That Will Shape Service in 2015
sponsored by Salesforce
WHITE PAPER: Does your company have the tools to deliver a connected, personalized customer service experience anytime, anywhere, on any device, and in every product?Access this white paper to find out how one platform steps up to the plate, building on the Salesforce Customer Success Platform to ensure intuitive, powerful features and results.
Posted: 19 Jan 2015 | Published: 19 Jan 2015

Salesforce

Top 10 reasons to Choose Infor CRM
sponsored by Infor
WHITE PAPER: This brief whitepaper shines light on one CRM infrastructure platform, and the 10 benefits your business could enjoy from a system like this. Access now to see what competitive CRM advantages can help your company's growth.
Posted: 16 Jan 2015 | Published: 16 Jan 2015

Infor

Project Based ERP Buyer's Guide
sponsored by FinancialForce
WHITE PAPER: This project-based ERP buyer's guide provides an overview of important trends, business processes and selection criteria to help project-based businesses evaluate and pick the ERP applications that will provide the level of insight, management and control needed to improve productivity and profitability.
Posted: 30 Dec 2014 | Published: 30 Dec 2014

FinancialForce

FinancialForce ERP at Customer Speed
sponsored by FinancialForce
WHITE PAPER: FinancialForce.com is a cloud-based ERP solution built on the Salesforce Platform that promises clients the ability to create a unified, informed voice across the entire organization by collapsing the time and effort out of ERP processes. Read on to learn more about this ERP management approach and what it can do for you.
Posted: 30 Dec 2014 | Published: 30 Dec 2014

FinancialForce

Self-Service Customer Contact Tools: Why They are Big This Year
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: Read the following white paper to uncover why self-service will be a key customer contact tool in the years ahead. Additionally, gain access to the 10 top strategies for enhanced web self-service.
Posted: 10 Dec 2014 | Published: 10 Dec 2014

Oracle Corporation UK Ltd

How Banks Can Exceed Customer Expectations
sponsored by Hewlett-Packard Limited
WHITE PAPER: Find out how an end-to-end information workflow solution specifically designed for banking can help you exceed customer expectations.
Posted: 11 Nov 2014 | Published: 31 Mar 2014

Hewlett-Packard Limited

Cloud-Based Approach to Modernizing Your Contact Center
sponsored by Genesys
WHITE PAPER: Cloud-based solutions can be tightly integrated with other applications, ensuring that all points of contact work together to deliver a truly differentiating customer experience. This whitepaper outlines the benefits of moving to a cloud-based contact center model.
Posted: 16 Sep 2014 | Published: 16 Sep 2014

Genesys

Selecting a Cloud-Based Contact Center Solution
sponsored by Genesys
WHITE PAPER: Genesys has acquired assets to bypass the long R&D process required to build from scratch, yet skillfully planned a phased integration to provide customers with cloud functionality they need quickly. Frost & Sullivan is pleased to present Genesys with the 2014 Cloud Contact Center Solutions Company of the Year Award.
Posted: 12 Sep 2014 | Published: 12 Sep 2014

Genesys

How to Build a Successful Customer Engagement Center
sponsored by Salesforce
WHITE PAPER: Customers demand service on their terms – an experience that requires minimal effort and to find a solution easily. View this essential resource now to understand the 5 steps to a successful customer engagement center, and if building a CEC is the right choice for your business.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

Customer Service - Beyond the Call Center
sponsored by Salesforce
WHITE PAPER: 61% of customers preferring assistance over the phone and 60% over email, so many companies are looking to contact centers for service solutions. This white paper breaks down the essentials of contact centers into key topics, such as understanding the modern customer and defining customer service without a call center.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

Differentiate your CRM with Cloud-based Customer Service
sponsored by Salesforce
WHITE PAPER: In this booklet, we'll show you what the #1 customer service application, Service Cloud, looks like and how to use the features.
Posted: 16 Jun 2014 | Published: 16 Jun 2014

Salesforce

Close the Omni-channel Customer Experience Gap
sponsored by IBM
WHITE PAPER: If your customers cannot move smoothly across all channels, their experiences will suffer. Access this guide to learn how you can close the omni-channel customer experience gap and bring online visibility to your contact center.
Posted: 20 Mar 2014 | Published: 31 Aug 2013

IBM

5 Best Practice Steps for B2B and B2C Convergence
sponsored by IBM
WHITE PAPER: Access this Aberdeen research report to find out how customer requirements and cross-channel logistics flow, grow, and coverage – and what that means for your supply chain strategy.
Posted: 05 Dec 2014 | Published: 05 Dec 2014

IBM

Choosing the Perfect Customer Support App
sponsored by Desk.com (A Salesforce Company)
WHITE PAPER: This guide counts down four easy steps to help you cut through the market for customer support applications and identify the tool that meets your business needs.
Posted: 05 Mar 2014 | Published: 05 Mar 2014

Desk.com (A Salesforce Company)
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