Bitpipe: Customer Service Research

A Guide to the Value of Reliable Data in Manufacturing

Mon, 02 Nov 2009 24:00:00 EST

This paper examines the impact of unreliable data on manufacturing companies. It then defines the requirements needed to guarantee data reliability in manufacturing and offers a practical approach to creating and governing that data. Published by: DataFlux Corporation

A Better Bottom Line - Implementing Efficient Business Solutions

Fri, 01 Feb 2008 24:00:00 EST

Efficient operations help you better control costs and enable you to offer more competitive pricing and terms to your customers. SAP Business One, a single, affordable application designed for small businesses, lets you streamline operations, access accurate information quickly, and get a 360-degree view of key business areas. Published by: SAP AG

How Technology Can Help You Expand Your Business

Sat, 01 Dec 2007 24:00:00 EST

Your company's growing fast. Your days are consumed with the flurry of activities it takes to manage that expansion. With the right business management software, you can integrate your business, improve customer service, make more informed business decisions, and move into online sales. Published by: SAP AG

How to Maximize Revenue by Sending Targeted Promotions to Customers

Fri, 23 Oct 2009 24:00:00 EDT

This paper discusses the key obstacles that stand in the way of marketers garnering good insights into retention rates and customer profitability and presents a solution on how to overcome these obstacles. You'll also learn how to increase customer loyalty and retention while increasing revenue. Published by: Infor CRM

Focusing on High-Tech Manufacturers

Fri, 23 Oct 2009 24:00:00 EDT

This paper explores the idea that to effectively compete today and into the next generation, high-tech manufacturers must rethink their customer relationship management (CRM) strategies. Read on to learn the three strategies high-tech manufacturers must do if they want to be profitable tomorrow and in the years to come. Published by: Infor CRM

Next Generation Customer Focus: Strategies and Business Activities Necessary for World-Class Performance and Success

Fri, 23 Oct 2009 24:00:00 EDT

This paper focuses on consumer products manufacturers and the strategy of customer-focused innovation, exploring NGM study questions and examines business areas where customer-focused innovation has potential to influence performance outcomes. Read on to learn how ways to effectively identify and satisfy customer demand. Published by: Infor CRM

Focusing on Food & Beverage Manufacturers: Three Strategies for Profitability Tomorrow and in Years to Come

Thu, 22 Oct 2009 24:00:00 EDT

This paper explores the idea that to effectively compete today and into the next generation, F&B manufacturers must rethink their customer relationship management (CRM) strategies. Read on to learn the three strategies F&B manufacturers must do if they want to be profitable tomorrow and in the years to come. Published by: Infor CRM

Cashing in on Customer Intelligence in the Financial Services Industry

Thu, 22 Oct 2009 24:00:00 EDT

In this 1to1 Executive Dialogue, Don Peppers and Steve Muran talk about the importance of customer retention, the need to integrate disparate sources of data, and the opportunity for financial institutions to rebuild customer trust as a means to competitive advantage. Published by: Infor CRM

Optimize Customer Experience to Achieve Competitive Advantage

Wed, 21 Oct 2009 24:00:00 EDT

Outsourcing Center and Wipro performed a survey that aimed to gauge how banking institutions are doing with their customer experience initiatives. While not a complete picture of how these financial institutions are progressing with their customer experience efforts, survey results point to some general trends and beliefs in this important area. Published by: Wipro Technologies

Dell Deployment Design and Implementation

Wed, 07 Oct 2009 24:00:00 EDT

The Dell Project and Program Management approach enables the alignment of all elements of a client deployment. This standardized and easy-to-understand framework can be tailored as necessary to complement and integrate with existing customer processes. Published by: Dell, Inc. and Intel

Dell Virtualization: Simplifying the Path to Profit

Tue, 23 Jun 2009 24:00:00 EDT

This webinar will explain Dell's virtualization approach and discuss Dell's virtualization optimized technologies; explaining the methodologies and approaches taken to help you work with customers to bundle more solutions and services when selling virtualization solutions. Published by: Dell, Inc. and Intel

Circumstances and Customers Have Changed: Has Your Loyalty Program Kept Pace?

Fri, 02 Oct 2009 24:00:00 EDT

According to the 2009 COLLOQUY Loyalty Marketing Census, while the average household is enrolled in 14.1 loyalty programs, they're only active in 6.2 programs. In fact, poorly implemented loyalty strategies can actually diminish customer loyalty. So what do you do? Find out in this new complimentary white paper by Peppers & Rogers Group and Oracle. Published by: Oracle Corporation

ERP in SMB: Exploring Growth Strategies

Thu, 15 Nov 2007 24:00:00 EST

This report is a road map for SMBs seeking to meet the corporate goals of growth strategies and customer service through Best-in-Class ERP implementation. Published by: SAP

Business Success in a Dark Market: An Inside Look at How the Fraud Underground Operates

Tue, 08 Sep 2009 24:00:00 EDT

The fraud underground is a sophisticated criminal enterprise that operates much like a real-world business. This white paper examines how the fraudster underground operates, the intricate supply chain that supports it, and how it continues to evolve. Published by: RSA, The Security Division of EMC

Proven Strategies for Successfully Deploying An Electronic Health Records Solution

Tue, 22 Sep 2009 24:00:00 EDT

This on-demand webcast shares proven strategies for getting started with electronic health records, a hot new way to slash labor costs and improve care. Published by: Kofax, Inc.

Midmark Aims for Excellence with Efficient Products and Support

Wed, 16 Sep 2009 24:00:00 EDT

Find out how healthcare equipment and diagnostic product vendor, Midmark, uses LogMeIn Rescue to give helpdesk support to internal and external users, and customers worldwide on their PC's, Macs and smartphones. Published by: LogMeIn, Inc.

For Ceridian, it Pays to Provide High-Quality Support

Wed, 16 Sep 2009 24:00:00 EDT

This case study describes how Ceridian used LogMeIn Rescue to streamline its 50-to 90 day implementation process and to increase troubleshooting capabilities for customer support analysts handling 2,500 calls per day. With Rescue in place, Ceridian has experienced an increase in their customer satisfaction rates, which have grown from 83% to 94%. Published by: LogMeIn, Inc.

Catalyst XPS - The Solution for Cross-Carrier Small Parcel Shipping From the SAP® Environment

Tue, 15 Sep 2009 24:00:00 EDT

This white paper will discuss Catalyst XPS, a tool that can integrate information from all the major small parcel carriers into one view, fully integrated with SAP. Catalyst XPS can save customers money and improve customer service, without creating an additional maintenance burden on their internal IT team. Published by: CDC Global Services - Catalyst

Rational Agile Development Solutions eKit

Fri, 11 Sep 2009 24:00:00 EDT

Learn how agile development can lead to improved team efficiency, shorter development cycles, and higher quality software that is better suited to the customer's needs. Published by: IBM

Increasing Customer Experience via Rich Information Applications

Wed, 09 Sep 2009 24:00:00 EDT

This whitepaper shares key points and recommendations from leading analysts such as Forrester to assist organizations in leveraging RIAs to enhance online user experience. Published by: Actuate

Microsoft Dynamics CRM Online Case Study: High Five Sportswear

Wed, 09 Sep 2009 24:00:00 EDT

Learn how a sports apparel company was able to drastically improve customer service by adopting Microsoft Dynamics as their CRM system. Published by: Microsoft

Drive Real-World Business Processes with Microsoft Dynamics CRM

Wed, 09 Sep 2009 24:00:00 EDT

Watch this webcast to learn how Microsoft Dynamics CRM can help you develop and strengthen profitable customer relationships. Published by: Microsoft

Introduction to Microsoft Dynamics CRM Online

Wed, 09 Sep 2009 24:00:00 EDT

This webcast, with an introduction from Steve Ballmer, Microsoft CEO, examines the importance of CRM software has on a company’s bottom line. Published by: Microsoft

Grow Your Business with the Visibility to Capture More Sales Opportunities - Part 2

Wed, 09 Sep 2009 24:00:00 EDT

Watch this webcast to learn of the features and benefits in the new version of Microsoft Dynamics CRM 4.0. Microsoft Dynamics CRM offers you innovative ways to access this powerful relationship management solution to empower your employees to respond quickly to customer demands and increase customer satisfaction. Published by: Microsoft

Improve Customer Relationships Using the 2007 Office System

Wed, 09 Sep 2009 24:00:00 EDT

This webcast demonstrates how Microsoft software can help you develop more profitable customer relationships by simplifying how your employees work with colleagues, partners, and customers. Published by: Microsoft

Taking Relationship Management to a New Level with Microsoft Dynamics CRM

Wed, 09 Sep 2009 24:00:00 EDT

Join Microsoft Dynamics CRM technology evangelist Phillip Haase in this webcast to learn about the Microsoft strategy and investments in enterprise CRM solutions and to understand how these solutions address the requirements for users, management, and IT. Published by: Microsoft

Professional Basketball Team Expands Customer Base with Microsoft Dynamics CRM

Wed, 09 Sep 2009 24:00:00 EDT

This webcasts examines the trends, best practices, and competitive advantages of the customer-centric enterprise. Following the discussion with Martha Rogers, we find out how the Portland Trail Blazers have taken advantage of Microsoft Dynamics CRM to improve sales and grow their customer base. Published by: Microsoft

Grow Your Business with Microsoft Dynamics CRM

Wed, 09 Sep 2009 24:00:00 EDT

View this webcast to see how that Microsoft Dynamics CRM 4.0 gives you the capability to easily create and maintain a clear view of customers from first contact through purchase and post sales. Published by: Microsoft

Driving Business Process Productivity by Tuning Your Customer-Centric Business Processes for Profit

Wed, 09 Sep 2009 24:00:00 EDT

This webcast demonstrates how Microsoft Dynamics CRM can be used to capture and manage structured and unstructured sales and marketing customer data within a single, integrated system can help increase your organization's return on investment. Published by: Microsoft

Do Extraordinary Things Everyday with Microsoft Dynamics CRM!

Wed, 09 Sep 2009 24:00:00 EDT

In this webcast, we show you how the productivity of your sales, customer service, and marketing teams can be dramatically increased by taking advantage of the enhancements in the newly released Microsoft Dynamics CRM 4.0. Published by: Microsoft

Transforming Customer Service into a Strategic Asset

Wed, 06 Feb 2008 24:00:00 EST

View this webcast to discover how Microsoft Dynamics CRM can help you transform customer service into a strategic business asset. Published by: Microsoft

Wealth Management Firms Choose CRM to Improve Productivity and Client Service

Tue, 25 Aug 2009 24:00:00 EDT

To more clearly understand how wealth management firms are using Microsoft Dynamics CRM, Microsoft turned to IT advisory firm Mainstay Partners for an independent assessment. Mainstay Partners interviewed a number of firms to identify the measurable benefits they have achieved through deploying Microsoft Dynamics CRM. Published by: Microsoft

Solutions Provider Improves Productivity with Flexible Implementation Methodology

Fri, 29 Jun 2007 24:00:00 EDT

Stanley Stuart Yoffee & Hendrix, Inc. (SSYH), a Microsoft® Gold Certified Partner based in Florida, implements software solutions utilizing the Microsoft family of products. With large-scale projects across varied industries, the company turned to the Microsoft Dynamics™ Sure Step Methodology to help communicate with customers... Published by: Microsoft

Multitenant CRM Enables Rapid Deployment, Flexible Foundation for Field Sales Team

Tue, 21 Oct 2008 24:00:00 EDT

Facing rapid growth, U.S. Dynamics Field Sales needed a sales force automation tool that would map to the team's unique solution-selling process and drive adoption among sales staff. Working with Microsoft® IT, U.S. Dynamics Field Sales deployed Microsoft Dynamics® CRM and integrated it with its legacy CRM system, providing the team with... Published by: Microsoft

The Virtual Presenter's Series: Start Right. Design Right. Present Right.

Wed, 19 Aug 2009 24:00:00 EDT

View this on-demand Webinar series with Roger Courville, Webinar expert and author of the new book, The Virtual Presenter's Handbook, for a 3-part Webinar series on how to plan, design, and present your own Web events like a pro. Published by: Citrix Online

B2B Lead Gen: Marketing ROI Performance & Evaluation Study

Mon, 01 Dec 2008 24:00:00 EST

MarketingProfs recently conducted an in-depth study on perceptions, behaviors and lead generation performance. Download the MarketingProfs Report to read the study's full findings and to learn how you can effectively calculate and leverage lead generation ROI within your own organization. Published by: Citrix Online

Business Wire hosts award-winning events for client education with GoToWebinar

Wed, 24 Jun 2009 24:00:00 EDT

Business Wire, a global market leader in commercial news distribution, adopted Citrix® GoToMeeting® with GoToWebinar® in order to enhance communication with clients, increase employee training and deliver added value to customers by providing top-notch educational Webinars. Download the case study to learn more. Published by: Citrix Online

Business Fitness Gets in Shape with GoToMeeting Corporate with GoToWebinar

Mon, 23 Mar 2009 24:00:00 EDT

This new case study explores how Citrix® GoToMeeting® Corporate with GoToWebinar® has transformed Business Fitness's sales and marketing efforts, enabling the company to significantly reduce costs, speed up the sales cycle and vastly improve nurturing efforts. Published by: Citrix Online

Using Webinars to Engage Prospects

Wed, 19 Aug 2009 24:00:00 EDT

View this on-demand Webinar to hear Ken Molay, president of Webinar Success, share tips to help you prepare and deliver Webinars that build enthusiasm among prospects, leading to easier sales communications and higher conversion percentages. Published by: Citrix Online

Delivering Quality Leads, Not Just Quantity: The Interactive Value of Webinars

Mon, 01 Dec 2008 24:00:00 EST

Using interactive media such as Webinars can help marketers effectively balance quality with quantity when it comes to lead generation. Download the white paper to learn more. Published by: Citrix Online

9 Management Practices for Exceptional Webinars

Wed, 19 Aug 2009 24:00:00 EDT

This new white paper examines Webinar effectiveness at driving lead generation and outlines 9 best practices for using Webinars in a cohesive lead-generation campaign. Published by: Citrix Online

Improving Marketing Measurements, Operations, & ROI

Wed, 19 Aug 2009 24:00:00 EDT

Struggling to determine the impact of your lead-generation efforts? Making blind marketing decisions and hoping for the best? View this Webinar archive with Jim Lenskold, author of the recent MarketingProfs ROI study, to discover what sets the top tier of "highly effective and efficient" marketing organizations apart from others. Published by: Citrix Online

What Causes Webinar Attendees to Bail

Wed, 19 Aug 2009 24:00:00 EDT

Download this new MarketingSherpa study to discover the leading causes for attendees to drop out of Webinars and what you can do to sharpen your presentations. Published by: Citrix Online

The Best of Both Worlds: How to Effectively Leverage Social Media Relationships with Real-Time Collaboration Tools

Wed, 19 Aug 2009 24:00:00 EDT

This eBook explores how organizations can connect and nurture relationships with prospects and customers by effectively leveraging social media and real-time collaboration tools. Published by: Citrix Online

How to Market and Sell Services with Webinars

Mon, 01 Jun 2009 24:00:00 EDT

This new Quantum Leap Marketing white paper explores how to successfully market and sell services with Webinars so that you get maximum mileage out of your marketing budget. Published by: Citrix Online

Multi-Channel Mayhem: Tapping the Customer Experience for Competitive Advantage

Thu, 20 Aug 2009 24:00:00 EDT

This webcast focuses on results from compelling research that is focused on multi-channel customer management. This research will help marketers better manage the multi-channel customer experience and develop future strategies. Published by: SAS Institute Inc.

Tips from the Trade – How to Execute Campaigns That Deliver ROI

Thu, 20 Aug 2009 24:00:00 EDT

Watch this webcast to learn how changing your approach to campaign management, and using predictive analytics to drive decision-making can allow you to deliver more of a return on investment (ROI). Published by: SAS Institute Inc.

Microsoft Dynamics RoleTailored Business Productivity: "Software Designed for Your People"

Thu, 01 Mar 2007 24:00:00 EST

By automating and streamlining financial, customer relationship and supply chain processes, Microsoft Dynamics brings together people, processes and technologies, increasing the productivity and effectiveness of the business, and helping drive business success. Explore the Microsoft Dynamics Customer Model and how it's reflected in this software. Published by: Microsoft

Cisco SMB Solutions: Work Wherever You Want

Sun, 16 Aug 2009 24:00:00 EDT

Where will you conduct business today? Chances are that you, your colleagues, or your employees will spend time out of the office. These days, it's not necessary to spend eight hours in the office to put in a full-day's work. Published by: Cisco Systems, Inc.

Best Practices in Reconciliation: A Practical Guide for Asset Managers

Tue, 01 Jul 2008 24:00:00 EDT

This whitepaper explains why automated reconciliation is quickly evolving into a competitive necessity. The costs associated with manual reconciliation, the benefits from automation, and the best reconciliation workflow model will all be discussed. Published by: Advent Software, Inc

Microsoft Dynamics CRM - Sports Organizations

Thu, 30 Jul 2009 24:00:00 EDT

For many sports organizations, a CRM system acts much like the lifeblood of the company, feeding insightful information about both customers and players to management and coaches in order to enhance business decisions. Watch this video case study to hear about the benefits of Microsoft Dynamics CRM from real customers. Published by: Microsoft

Chill Factore Video Case Study

Thu, 30 Jul 2009 24:00:00 EDT

The Chill Factore is a unique indoor snow venue located in the northwest of England. Watch this video case study and discover how Microsoft Dynamics CRM has not only enhanced Chill Factore's relationship with it's customers, but also assisted in developing a more targeted marketing strategy. Published by: Microsoft

Infor CRM for Travel & Leisure

Wed, 01 Jul 2009 24:00:00 EDT

Enterprising companies in travel and leisure are using Infor CRM for Travel and Leisure to create a continuous customer dialogue and deliver the highest impact offers at the moment of interaction across business units and channels. Published by: Infor CRM

Infor CRM Epiphany For Consumer Products

Wed, 01 Jul 2009 24:00:00 EDT

Infor CRM Epiphany helps you make the most of customer interactions and improve your sales, marketing, and service operations in order to increase loyalty, enhance brand preference, and boost profitability. Published by: Infor CRM

Infor Permission-based Marketing Campaigns

Wed, 22 Jul 2009 24:00:00 EDT

Watch this product demo to see how easy to use Infor CRM Epiphany is and how you can use it to gain customer insight and deliver messages that appeal to the specific needs of that customer. You will also learn all the benefits Infor CRM Epiphany has to offer. Published by: Infor CRM

Infor CRM Interaction Advisor

Wed, 22 Jul 2009 24:00:00 EDT

Watch this product demo to learn how Infor CRM Interaction Advisor will fuel organic growth by driving lifetime customer loyalty and increase value at every customer touch point without replacing any existing systems. Published by: Infor CRM

Efficiency, Effectiveness and Customer Loyalty in the Insurance Contact Center

Wed, 22 Jul 2009 24:00:00 EDT

Read this paper to learn how important an efficient and effective contact center is and how Infor CRM Epiphany Contact Center enables carriers to create a highly efficient, customer-centric, multichannel contact center, providing a better customer service experience and increasing customer loyalty. Published by: Infor CRM

Innovative Marketing Strategies for Individual and Personal Lines Insurers

Wed, 22 Jul 2009 24:00:00 EDT

In this paper you will learn just how important each customer interaction is and how companies are turning to Infor CRM Epiphany Inbound Marketing for Insurance to be able to manage their customers on a highly personal basis which greatly increases customer loyalty and satisfaction which will ultimately increase sales and profitability. Published by: Infor CRM

Making Interactions More Intelligent Across All Channels in the Retail Finance Industry

Wed, 22 Jul 2009 24:00:00 EDT

In this paper you will learn the best practices and the bottom-line benefits in multi-channel inbound marketing. Read on to learn more about multi-channel inbound marketing and how Infor CRM Epiphany Inbound Marketing for Retail Finance can help drive revenue out of each customer interaction. Published by: Infor CRM

Increase Your Returns Using Event-Based Marketing

Wed, 22 Jul 2009 24:00:00 EDT

Read this paper to learn how Event-triggered marketing has seen five times the response rate of non-timed mass-marketing campaigns and how your company can take advantage of event-based marketing by using Infor CRM Epiphany Outbound Marketing suite. Published by: Infor CRM

MEDRAD: Automating the Flow of Inbound Sales Orders into SAP Applications, while Simultaneously Reducing Costs and Improving Accuracy

Fri, 10 Jul 2009 24:00:00 EDT

This case study explains how MEDRAD implemented Esker DeliveryWare for their SAP solution and documents the benefits they reaped from it. Read this case study to learn how your company can experience the same benefits as MEDRAD with Esker DeliveryWare. Published by: Esker Inc.

Retaining Customers in Today's Economic Landscape: Improving SAP Order Management

Fri, 10 Jul 2009 24:00:00 EDT

This paper will present the challenges businesses face in implementing effective order management and will help in overcoming these challenges. You will learn the benefits of the Esker Platform over its competitors and be presented with a case study documenting companies that implemented the Esker platform to beat their order management problems. Published by: Esker Inc.

The Total Economic Impact™ Of Esker DeliveryWare

Fri, 10 Jul 2009 24:00:00 EDT

Read this commissioned Total Economic Impact (TEI) study conducted by Forrester Consulting on behalf of Esker to learn more about how beneficial going paperless can be for your company and how Esker DeliveryWare can help today. Published by: Esker Inc.

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 Collaboration Advantage: Customer-Focused Partnerships In A Global Market

Tue, 02 Jun 2009 24:00:00 EDT

In order to better understand the opportunities, challenges, risks and rewards companies have seen from these types of agreements, the Economist Intelligence Unit conducted a survey in March 2008, sponsored by SAP, which asked 516 senior executives how their business relationships are evolving. Published by: SAP America Inc

Business Intelligence for the Small to Medium Sized Business (SMB)

Tue, 02 Jun 2009 24:00:00 EDT

Based on feedback from almost 650 end-user organizations, this report serves as a roadmap for SMBs looking to improve their analytical capability and achieve Best-in-Class performace through the deployment of BI. Published by: SAP America Inc

Learn how to Enhance your Online Customer Relationships

Tue, 05 May 2009 24:00:00 EDT

To truly meet the needs of the modern banking customer, banks must do more than simply provide multi- siloed, disconnected, and inconsistent channels. This business whitepaper includes recommendations from a leading analyst on driving customer retention. Published by: Actuate

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

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

Turning Results into Rewards: Survey Analysis and Reporting

Thu, 26 Feb 2009 11:00:00 EST

Please join Jane Hendricks, Product Marketing, and Gregory Crist, Sales Engineer, for this webcast focusing on survey analysis and reporting. See why delivering the right survey research results to the right person at the right time makes all the difference. 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

Coinstar Selects the Most Profitable Machine Locations

Mon, 04 May 2009 24:00:00 EDT

Coinstar, a coin conversion company, needed to identify new and profitable locations for their coin conversion machines. They turned to SPSS Inc.'s data integration and analysis capabilities with various demographic and geography-based variables. Read this case study for more details. 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

Help Desk vs. Service Desk: Which One is Right for You

Thu, 05 Mar 2009 24:00:00 EST

This white paper is intended to help support center managers self-assess their center's primary functions and maturity level in order to choose an incident management system that best fits their needs without wasting money on features that will not be used. Published by: Numara Software

Achieving Service Excellence Across The Enterprise - Leveraging Cross-Enterprise Workflow to Organize Around the Customer

Sun, 01 Feb 2009 24:00:00 EST

Common problems with interdepartmental handling of customer issues include a mismatch of priorities, no shared understanding of customer impact, and overall communication problems between teams. The solution is to create enterprise-wide workflow and visibility.. Published by: Numara Software

Dell's SMART Approach to Workload Automation

Fri, 17 Apr 2009 24:00:00 EDT

This white paper discusses why Dell chose BMC's CONTROL-M when they embarked on a broad initiative to integrate and upgrade its IT services to better satisfy business needs. Published by: BMC Software, Inc

Social CRM Comes of Age

Wed, 01 Apr 2009 24:00:00 EDT

Web 2.0. Collaborative computing. Social media. And now Social CRM. These terms are used interchangeably, and often, to describe the massive transformation taking place across organizations today. What strategies and tools do the newest CRM solutions provide to leverage this new reality? Read this white paper to learn more about Social CRM. Published by: Oracle Corporation

Effective Negotiating: 5 Rules for Smooth Transactions

Fri, 13 Mar 2009 24:00:00 EDT

This white paper discusses five rules for negotiating that can help make the transaction more pleasant for everyone involved and better your chances at getting what you want. Published by: Global Knowledge

Who Are My Best Customers?

Fri, 20 Feb 2009 24:00:00 EST

Who are my best customers? If you manage sales, marketing, or customer service, you want an answer to that. That's because implementing successful strategies for every customer segment is critical to increasing business profits. This paper describes just a few of the ways that you can use analytics to better understand your customers. Published by: SPSS Inc. Worldwide Headquarters

Mastering New Challenges in Text Analytics: Making Unstructured Data Ready for Predictive Analytics

Fri, 20 Feb 2009 24:00:00 EST

This paper briefly defines text analytics, describes various approaches to text analytics, and then focuses on the natural language processing techniques used by SPSS Inc.'s text analytics solutions. Published by: SPSS Inc. Worldwide Headquarters

American Airlines sees ROI of 1192% in 2 Months with Predictive Analytics

Fri, 20 Feb 2009 24:00:00 EST

To overcome the challenges of increased customer data, American Airlines deployed SPSS for Windows to replace its mainframe based analytics system, increasing productivity of its customer research team and improving decision making while reducing ongoing costs. Published by: SPSS Inc. Worldwide Headquarters

Cablecom Delivers Unique Customer Experience through Its Innovative Use of Business Analytics

Fri, 20 Feb 2009 24:00:00 EST

This IDC Buyer Case Study describes the adoption, deployment, and utilization of business analytics software at the cable operator Cablecom. Published by: SPSS Inc. Worldwide Headquarters

How to Profit in a Downturn: 4 Customer-centric Strategies for Growth in a Challenging Market

Fri, 20 Feb 2009 24:00:00 EST

In this white paper, learn how your organization can use customer-centric strategies and CRM tools to maximize the value and loyalty of your customer base. Gain insight into new areas of opportunity and do more with less in a time of economic uncertainty. Published by: Pivotal CRM, a CDC Software solution

CRM Built for Sales: The Executive Guide to Selecting CRM That Meets Sales Needs

Fri, 20 Feb 2009 24:00:00 EST

This white paper provides core principles companies can use to help them select a CRM system that each sales user feels was built just for them. Published by: Pivotal CRM, a CDC Software solution

CRM Built for Customer Service: The Executive Guide to Selecting CRM that Meets Service Needs

Fri, 20 Feb 2009 24:00:00 EST

This paper explores core principles companies can use to help them select a CRM system. Published by: Pivotal CRM, a CDC Software solution

Business Process-Centric Information Technology: Aligning Business and Technology for High Performance

Wed, 18 Feb 2009 24:00:00 EST

Process-centric IT is, first and foremost, a way for the IT organization to build applications that will deliver greater flexibility and agility to the business-enabling high performance. Published by: Accenture

Understanding the Basic Configuration of the Adaptive Security Appliance (ASA)

Tue, 10 Feb 2009 24:00:00 EST

The Adaptive Security Appliance is the latest firewall appliance in the Cisco security arsenal and provides a number of services to protect your "trusted" network users from "untrusted" users. Published by: Global Knowledge

Supply Chain Cost-Cutting Strategies: How Top Process Industry Performers Take Radically Different Actions

Fri, 23 Jan 2009 24:00:00 EST

To avoid a 7.96% increase in logistics costs, companies should follow the roadmap of Best in Class companies, which have been able to reduce costs or keep them flat via supply chain transformation. Published by: SAP America Inc

Best Practices in Complex Equipment Manufacturing, Sales, and Service

Fri, 23 Jan 2009 24:00:00 EST

This paper gives a brief overview of the SAP® solutions used by manufacturers of complex products and equipment to differentiate themselves from the competition through superior-value products and services against low-cost global providers. Published by: SAP America Inc

Best Practices in the Call Center: A Customer Touch-Point Methodology

Mon, 26 Jan 2009 24:00:00 EST

One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. Published by: Oracle Corporation

Seven Tips for Profiting from Lean Times with CRM

Mon, 26 Jan 2009 24:00:00 EST

With their rapid speed of deployment, integrated analytics and built-in best practices, on-demand CRM solutions can quickly vault a sales organization ahead of its rivals. And because of their flexible licensing structure, on-demand solutions can be deployed selectively, enabling businesses to deploy only as much CRM as they need. Published by: Oracle Corporation

What is Your Recession Sales Strategy?

Mon, 26 Jan 2009 24:00:00 EST

This study measures the effects of the recession on sales organizations and found that the mainstream response to the challenge of selling through a recession be generally off target. Published by: Oracle Corporation

Real-time Shop Floor Integration, Simplified: The Right ERP System Can Make It Happen

Wed, 24 Dec 2008 24:00:00 EST

The key to achieving cost-effective savings in the supply chain is to exchange information accurately and quickly in real-time. Published by: IQMS

Addressing the challenges of implementing a customer-centric strategy

Fri, 05 Dec 2008 24:00:00 EST

The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints. Published by: Infor CRM