Bitpipe: Customer Satisfaction Research

IT Impact on Telecommunications Order Fallout - A Survey of Large Global Businesses

Wed, 01 Apr 2009 24:00:00 EDT

As the following pages will demonstrate, the evidence is that improving Business Transaction Assurance presents a real bottom-line opportunity and is moving high up the business agenda. However, companies' current systems are not equipped with the necessary tools to manage and control such transactions. Published by: Progress Software, Inc.

Must Read: New Issue of Intel Premier IT Magazine

Tue, 30 Jun 2009 24:00:00 EDT

A special edition focused on PCs presents bottom line best practices for deploying, maintaining, managing, mobilizing, refreshing, and securing your client fleet. Read now. Published by: Intel Corporation

How the Fastest Growing Companies Use Business Intelligence

Fri, 19 Jun 2009 24:00:00 EDT

This paper investigates various levels of business intelligence, discusses the challenges organizations face with today's typical BI deployments, and highlights how many high-growth companies have implemented strategic, analytical, and operational initiatives to work seamlessly together to enhance performance and boost competitive advantage. Published by: Information Builders

Analyzing the Total Cost of a Global Service Desk

Wed, 01 Apr 2009 24:00:00 EDT

Do you know what it really costs to operation your Service Desk? If your organization has not addressed Total Cost of Ownership, you are probably experiencing out-of-control cost increases and reduced service quality for end-user support. Read this white paper to learn about CompuCom's Service Desk solution. Published by: CompuCom Systems, Inc.

Service Desk Consolidation Cuts Costs and Increases Service Quality

Mon, 15 Jun 2009 24:00:00 EDT

The service desk is the last place you should try to cut back. For external-facing organizations, quality support keeps customer loyalty and repeat business high and ensures that partners and suppliers can do business with you cost effectively. Read this whitepaper to discover the path to proper service desk consolidation and its many benefits. Published by: BMC Software, Inc

Considering CRM solutions? First understand CRM best practices

Thu, 01 Nov 2007 24:00:00 EDT

The Nucleus Research Guidebook Sage SalesLogix highlights the experiences of companies using Sage SalesLogix CRM solution and prescribes the best practices, missteps to avoid, and tips for fine-tuning the application to maximize its impact across the customer life cycle. Published by: Sage SalesLogix

Seven Ways ITIL Can Help You in an Economic Downturn

Mon, 15 Jun 2009 24:00:00 EDT

IT Infrastructure Library® (ITIL®) best practices promote a well-functioning, collaborative IT environment that can enable the business and your IT organization to cope with the effects of economic stress. ITIL can help you to deliver higher-performing technology services that help your business to be both more competitive today and... Published by: BMC Software, Inc

Using SOA for an Electronic Dispatch and Delivery System

Wed, 10 Jun 2009 24:00:00 EDT

A large fuel logistics and delivery company with over 77 fixed based terminals, 2500 trucks, and 3500 truck drivers in 36 states was using a paper and phone based system to deliver over 2 million loads of petroleum per year. PSC was engaged to design the end-to-end solution to automate the company's complex business process. Published by: Oracle Corporation

Video White Paper: Seven Tips for Profiting from Lean Times with CRM

Wed, 10 Jun 2009 24:00:00 EDT

During tough economic times customer relationship management is key to staying ahead of the game. This video will discuss seven tips to leverage CRM during lean economic times. Published by: Oracle Corporation

How Do You Evaluate Which On-Demand CRM Solution is Right for You?

Thu, 08 Jan 2009 24:00:00 EST

The three main drivers of SaaS adoption-low initial cost of ownership, speed of deployment, and low internal IT resource profile-make SaaS solutions attractive at any time, but even more so in times of recession, provided there is a bona fide business need and the initiative can reliably be expected to create additional revenue or save money. Published by: Oracle Corporation

Connect and Empower Mobile Salespeople

Wed, 10 Jun 2009 24:00:00 EDT

Read this free white paper to see how mobile CRM will give your sales team a winning record on the road. Published by: Oracle Corporation

Creating Enduring Customer Relationships

Wed, 10 Jun 2009 24:00:00 EDT

Read this white paper to learn how investing in a new loyalty solution or improving your existing one will enable you to truly differentiate your business around the customer experience and drive lasting relationships. Published by: Oracle Corporation

The Top 3 Reasons CRM Initiatives (Still) Fail - And How To Avoid Them

Tue, 09 Jun 2009 24:00:00 EDT

This white paper looks at the top three reasons that CRM initiatives fail to achieve their goals and provides clear, practical recommendations for ensuring that your CRM initiative avoids these pitfalls and delivers desired returns. Published by: Pivotal CRM, a CDC Software solution

Info Support: Responding Faster to Customers

Tue, 09 Jun 2009 24:00:00 EDT

This case study outlines how Info Support, a Dutch IT service provider, was able to launch new servers and storage up to 75% faster using virtualization. The challenge was that Info Support wanted to respond to their clients faster by creating an environment where new projects were up and running in a couple of hours. Published by: Dell and Microsoft

Reducing Costs with Efficient Operations: A Fast Track to More Working Capital

Sun, 01 Jul 2007 24:00:00 EDT

Untamed costs can deplete the precious working capital that's critical to your ongoing operations and new expansions. By instituting efficient automated processes throughout your organization, you can reduce waste, unnecessary overtime, and a host of other cost factors. Published by: SAP America Inc

Protecting and Nurturing Your Brand: Maintain and Grow Brand Value in a Time of Crisis

Fri, 05 Jun 2009 24:00:00 EDT

There are many elements that impact a company's brand. Concentrating on a select few lets you control financial investment while maximizing the returned benefit. This SAP Executive Insight focuses on efforts that target a key set of brand-related opportunities and describes how companies can strengthen brand value even in a recession. Published by: SAP America Inc

Get Closer To Your Best Customers: A Shift In Customer Strategies In A Time Of Crisis

Tue, 02 Jun 2009 24:00:00 EDT

The extraordinary circumstances of the current economic crisis have changed the operating rules for companies of every size, in every industry. Companies now face a unique opportunity to reexamine traditional business practices and make much-needed changes - changes that will help them survive the downturn and flourish with the inevitable up... Published by: SAP America Inc

Building a Business Case for Self-Service

Mon, 01 Jun 2009 24:00:00 EDT

This Expert Podcast explores today's self-service technology market and provides tips for building a business case and using self-service technology effectively. Published by: TimeTrade Systems

Customer Experience Management & Metrics

Tue, 12 May 2009 24:00:00 EDT

This white paper will assist your organization in developing and implementing a methodology for assessing its customer experience state as of today and will provide insight into designing metrics to track the same for the future. Published by: Wipro Technologies

Better Customer Insight, Better Bottom Line - Gaining Insight from Unified Information Access

Mon, 01 Dec 2008 24:00:00 EST

In order to protect revenue and ensure the continuation of a company's most important customer relationships, it takes a 360 degree view of every customer to drive retention and loyalty improvement. Read this white paper to discover the uses and advantages of unified information access as well as VOC (voice of the customer) efforts. Published by: Attivio, Inc.

Unified Information Intelligence: Gain Active Intelligence from Content and Data

Fri, 08 May 2009 24:00:00 EDT

This paper explores Unified Information Access technology and solutions and benefits for businesses and users. It offers solution examples: case studies meant to illustrate how UIA can be successfully applied. And it provides a Getting Started roadmap for organizations that wish to identify and implement a UIA solution. Published by: Attivio, Inc.

Proactive Sales Intelligence: The New Requirement for Getting Into the Game

Thu, 07 May 2009 24:00:00 EDT

This white paper examines an area that holds real promise for optimizing the performance of almost any sales force-providing salespeople with "proactive" access to sales intelligence. Read on to learn how proactive sales intelligence can benefit your sales force and sales effectiveness almost immediately. Published by: ZoomInfo

Keeping Up with the Buyers: The Impact of a Great First Impression

Thu, 07 May 2009 24:00:00 EDT

Past economic slowdowns have shown us that customers rein in their spending and write smaller checks if they are concerned about the business climate. This is why "sales effectiveness" is more important than ever. Read this whitepaper to understand the need for increasing sales effectiveness at the beginning of the sell cycle. Published by: ZoomInfo

Let Customer Feedback Do the Driving

Thu, 31 May 2007 24:00:00 EDT

As the second installment in The Customer Innovation Series, this paper describes why and how Enterprise Feedback Management (EFM) is a critical component in solving the problem of enhancing customer-driven innovation. Published by: SPSS Inc. Worldwide Headquarters

Turning Customer Interactions into Money: Using Predictive Analytics to Achieve Stellar ROI

Wed, 31 Dec 2008 24:00:00 EST

This whitepaper makes the case for using predictive analytics as a catalyst for a company's growth. It includes best practices from several global companies including: Cablecom, Royal & Sun Alliance, and T. Rowe Price. Ultimately, it is about maximizing the level of understanding that can be achieved with customer data. Published by: SPSS Inc. Worldwide Headquarters

The Customer-Driven Innovation Series: The Predictive Enterprise

Sat, 01 Dec 2007 24:00:00 EST

Customer data mining and predictive analytics helps achieve customer innovation, strengthen brand and lift sales. Gain further customer insight with four attributes of a predictive enterprise so you can start putting customer innovation to work. Published by: SPSS Inc. Worldwide Headquarters

Intelligent Decisions: Enhancing Processes with Business Rules and Predictive Models

Thu, 05 Mar 2009 11:00:00 EST

Learn how your organization can integrate analytics with business processes to become a Predictive Enterprise that employs insights to make intelligent decisions. This webinar will show you the fundamentals of combining industry knowledge and business rules with powerful analytics to improve revenue generation and business performance. Published by: SPSS Inc. Worldwide Headquarters

SPSS Text Analysis for Surveys 3.0: Get the Most Out of Open-Ended Text Responses

Thu, 12 Feb 2009 11:00:00 EST

Maximize survey research value with open text responses. If you've limited your surveys to close-ended questions due to the time and expense of reading and manually coding text responses, this session can be your organization's first step toward maximizing the value of your survey data. Published by: SPSS Inc. Worldwide Headquarters

Boost ROI with Faster, Easier, VISUAL Analytics

Tue, 24 Feb 2009 11:00:00 EST

Join us at this live webcast and learn how you can:

Use RFM analysis to quickly rank customers for high-return marketing
Use advanced visualization techniques to uncover segments and patterns in your data, and apply these insights to growth, acquisition, and retention planning
and more

Published by: SPSS Inc. Worldwide Headquarters

Effective Strategies for Capturing the Voice of the Customer

Thu, 12 Mar 2009 11:00:00 EDT

This free webcast will show you how to use the data you are already capturing through your feedback programs, as well as data generated through online conversations, to help you gain more value from every customer interaction. Published by: SPSS Inc. Worldwide Headquarters

Haworth, Inc. - Office furniture maker improves customer satisfaction through in-depth analysis of customer attitudes and preferences

Mon, 04 May 2009 24:00:00 EDT

Customer knowledge is market advantage. To refine its edge and better manage customer relationships, Haworth needed to learn what was important to its customers and deploy that knowledge to key decision makers. Read how they did it. Published by: SPSS Inc. Worldwide Headquarters

Globo.com customer story

Mon, 04 May 2009 24:00:00 EDT

This Internet service provider/portal operator of Globo, Brazil's largest media conglomerate, delivers the content Brazilian Web users want using PASW Statistics. Published by: SPSS Inc. Worldwide Headquarters

CA Wily Customer Experience Manager

Tue, 30 Dec 2008 24:00:00 EST

Speed time-to-value on your CA Wily Customer Experience Manager (CEM) investment with the CA Wily CEM Rapid Implementation service. By following a set of proven best practices, CA services will accelerate the basic deployment of CA Wily CEM that is tailored to meet your most essential business needs. Published by: CA

Enhancing the Customer Experience with Loyalty Management - Strengthen the Brand and Improve Customer Retention

Mon, 27 Apr 2009 24:00:00 EDT

By implementing loyalty programs that are integrated across sales, service, and marketing - across all channels of interaction - a firm can greatly enhance the customer experience, increase customer retention, and foster development of a community of people who serve as advocates for the business. Published by: SAP America Inc

CRM Suite Software Product Directory 2009 Edition

Mon, 13 Apr 2009 24:00:00 EDT

Inside this CRM Suite Software Product Directory, you'll find basic information about the major vendors in the CRM suite market and the products they sell. Each listing is accompanied by a short description and a summary including limited information about functionality and product use. Published by: SearchCRM

The Next Generation of CRM - Engaging with the Empowered Customer in Turbulent Times

Tue, 14 Apr 2009 24:00:00 EDT

In this Podcast, Dr. Volker Hildebrand, VP CRM Product Management, SAP, will discuss these significant trends and outline SAP's approach to a new generation of CRM that will help companies not only survive the current economy but emerge as a leader in the long run. Published by: SAP America Inc

Building Customer Connections: Increase customer loyalty by simplifying how people work together to deliver business value

Thu, 01 Mar 2007 24:00:00 EST

This white paper outlines some of today's challenges and trends as companies work to create the optimal customer experience and achieve anticipated value from their customer relationship management (CRM) investments. Published by: Microsoft

Advanced Customer Services for Oracle CRM On Demand

Thu, 26 Mar 2009 24:00:00 EDT

Oracle Advanced Customer Services provides collaborative, highly personalized services for ongoing operational improvement and helps you maximize the return on your Oracle investment. If CRM On Demand is your CRM solution, Oracle Advanced Customer Services offers select services to support and enhance your solution. Published by: Oracle Corporation

SAP CRM

Fri, 20 Mar 2009 24:00:00 EDT

Taking their cue from a cognitive experiment involving two teams tossing a ball and an unnoticed gorilla, SAP makes the point in this webcast that an organization's sales team shouldn't miss the obvious with SAP's power CRM. Published by: SAP America Inc

Value-driven product management: Six keys to product success

Thu, 01 Jan 2009 24:00:00 EST

This paper explains how assessment, alignment, achievability, accessibility, agility and accountability, the six key concepts of value-driven product management, can be applied to create a repeatable process for developing successful products. Published by: IBM

THE NEW STRATEGIC PARTNERSHIP - Joining Capabilities to Cut Risk and Grow Customer Satisfaction

Fri, 27 Feb 2009 24:00:00 EST

This paper explains how corporations are seeking a new, outcome-oriented architecture to support their technology needs, and they are undergoing a transition towards relying on customer satisfaction as the chief metric of success. This shift in corporate outlook offers a blueprint to BPO service providers for creating a responsive service model. Published by: Wipro Technologies

How to Ensure That Your Employees Will Want to Use CRM

Fri, 20 Feb 2009 24:00:00 EST

This paper outlines the technology building blocks that enable you to create an information-rich environment that empowers your workforce to perform at its peak. Learn how to use data to its fullest--without having to become IT experts. Published by: Pivotal CRM, a CDC Software solution

Operational Excellence: Enabling Sustained Growth Spotlight on the Americas

Fri, 23 Jan 2009 24:00:00 EST

Operational excellence means consistently doing things well across the value chain as a way of gaining competitive advantage. In its broadest terms, it is a discipline that drives corporate strategy. Published by: SAP America Inc

eBook: Gartner CRM Strategy Tips: 7 Key Ways to Improve the Customer Experience

Wed, 14 Jan 2009 24:00:00 EST

Read this E-Book and explore Gartner's 7 key initiatives for enhancing the customer experience as well as 7 steps for adjusting your customer-facing business processes and establishing a more customer-centric strategy. Published by: Oracle Corporation

Pella Discusses My Oracle Support

Fri, 09 Jan 2009 24:00:00 EST

In this videocast Jim Thomas, Director of IT Operations for Pella Corporation, explains how My Oracle Support has helped them push boundaries and take Pella from a prefix support to a predictive health-check environment. Published by: Oracle Corporation

Customers Discuss Oracle Database 11g

Tue, 09 Dec 2008 24:00:00 EST

Why are customers switching to Oracle Database 11g? Listen as customers from Mobiltel, Warner Music, 3n, and Dell discuss the features and improvements that made them switch. Published by: Oracle Corporation

Fortis Turkey

Thu, 30 Oct 2008 24:00:00 EDT

To safeguard the critical customer-facing and banking applications that rely on its network infrastructure, Fortis Turkey implemented a Network Management solution from CA. Published by: CA

Managing IT in Tough Economic Times

Wed, 24 Sep 2008 24:00:00 EDT

This paper explains the key concert to work with CFO as well as other executive team members which provide sufficient emphasis on improving the business's overall cost profile, and ensure risks from cost deferrals are understood. Published by: CA

It's All about the Salesperson: Taking Advantage of Web 2.0

Fri, 19 Sep 2008 24:00:00 EDT

This paper examines the challenges salespeople face, the growing Web 2.0 trend in the enterprise, and the drivers for a new breed of social applications that complement traditional CRM systems to help sales users close more deals quickly. Published by: Oracle Corporation

Becoming Value-driven: Focusing on What Matters Most

Wed, 20 Aug 2008 24:00:00 EDT

This white paper provides insight into the six key areas essential for becoming a value-driven organization. Discover how to gain the visibility and control essential to meet and exceed customer needs. Published by: IBM

Solving the NGN Data Migration Challenge

Mon, 01 Jan 2007 24:00:00 EST

The costs associated with data inaccuracy have emerged as a fundamental issue. This white paper outlines a new approach to help operators optimize the total costs for subscriber data validation during IP Transformation. Published by: Alcatel-Lucent