CRM Best Practices Reports

EGUIDE: This expert e-guide provides insight on customer experience management, how to build it, and why companies are no longer focusing on cloud v. on-premise for CRM solutions.

Posted: 09 May 2012 | Published: 09 May 2012

EZINE: In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.

Posted: 20 Mar 2012 | Published: 20 Mar 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

EBOOK: Read this expert e-book to uncover why customer experience management (CEM) technology is the key to improving customer satisfaction and learn how to provide a consistent customer experience across all communication channels through a comprehensive CEM strategy.

Posted: 15 Aug 2012 | Published: 01 Aug 2012

WHITE PAPER: Mobility has fundamentally changed the business world, particularly customer relationships. It has not only changed consumer expectations, but also provides a chance to drastically improve the customer experience. Read on to learn 4 simple steps to improving your customer's experience with mobility.

Posted: 15 Aug 2012 | Published: 01 Aug 2012

WHITE PAPER: In this white paper learn the Smart Commerce strategy developed by IBM, designed around customer needs, aspirations, and behavior. This paper goes in depth on each of the four key components of the strategy, demonstrating the work they've done with some of the top names in sports to deliver the Smarter Commerce experience.

Posted: 10 Aug 2012 | Published: 07 Aug 2012

WHITE PAPER: This paper outlines the why organizations need to become social businesses today. Read on to learn how your business can become social through crafting the right blueprint relying on networks, social and real-time collaboration, mobility and integration, how to deepen your customer relationships and the benefits associated with it, and much more.

Posted: 30 Jul 2012 | Published: 16 Feb 2011

EGUIDE: This tip guide provides you with Gartner's expert insights into this fragmented social CRM market and predictions for the future of social CRM from their 2011 Magic Quadrant for Social CRM.

Posted: 07 Jul 2012 | Published: 08 Feb 2012

WHITE PAPER: In order to prosper in today’s challenging environment, delivering high quality customer service is critical. This paper outlines an approach to building a solid customer service strategy and addresses common challenges as well as tips for avoiding and overcoming pitfalls.

Posted: 21 Jun 2012 | Published: 21 Jun 2012

WHITE PAPER: Access this white paper to discover a smart approach to commerce. In this era of the empowered consumer, customer relationship management is a vital to your enterprises success. Discover a smarter commerce strategy that enables you to reduce, or avoid, the potential for unsatisfied customers.

Posted: 18 May 2012 | Published: 01 May 2012

WHITE PAPER: This paper reviews a study of the impact of social media on customer service and how to plan and implement social media for maximum effectiveness within your business.

Posted: 16 May 2012 | Published: 01 Nov 2011

EZINE: This edition of the CEM e-zine examines the role social media can play in your company. Learn how Major League Baseball is capitalizing on this revolution to fill its stands even during the darkest of times of the season, why Pinterest is such a success and how Dell measures it's social media success by tracking 22,000 daily online comments.

Posted: 16 May 2012 | Published: 16 May 2012

WHITE PAPER: Read this report to learn how Forrester Research rated 24 CRM solutions in terms of their strengths and weaknesses in supporting four key cross-functional processes in the finance and insurance industry.

Posted: 28 Mar 2012 | Published: 14 Feb 2011

EGUIDE: In this expert e-guide, readers will learn best practices for allocating resources for CEM and tips for taking an employee-centric approach to CEM.

Posted: 27 Mar 2012 | Published: 27 Mar 2012

EGUIDE: This tip guide offers an explanation from industry expert James Taylor as to why every customer should not be treated the same in today's ever-evolving business environment. Taylor details why decision management systems involving automation are essential to making successful strategic and operational decisions that please your customers.

Posted: 23 Mar 2012 | Published: 23 Mar 2012

EGUIDE: In this expert tip, find out which certification programs are getting overhauled, including those focused on individual call center managers and agents, such as the program from ICMI, and the costs associated with these certifications.

Posted: 20 Mar 2012 | Published: 20 Mar 2012

EGUIDE: Read this expert e-guide to see what Donna Fluss and Michael Krigsman have to say about how companies can ensure contact centers utilize new social media, video and mobile support to their best advantage.

Posted: 20 Mar 2012 | Published: 20 Mar 2012

EGUIDE: In this expert e-guide, you will discover ways that contact centers are using social media channels to manage customer contact volume and the 10 steps to creating a call center social media strategy.

Posted: 20 Mar 2012 | Published: 20 Mar 2012

EGUIDE: In this expert e-guide, find out how social and mobile customer relationship management (CRM) are changing the CRM landscape.

Posted: 20 Mar 2012 | Published: 20 Mar 2012

EGUIDE: This expert e-guide discusses next-generation BI software, in particular customer relationship management (CRM) analytics and how these factors complement the SMB market.

Posted: 15 Mar 2012 | Published: 15 Mar 2012

WHITE PAPER: This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have.

Posted: 01 Mar 2012 | Published: 01 Mar 2012

EBOOK: In this exclusive e-book, find expert tips and strategies for using SAP sales order management software to regain control of your processes to increase efficiency, decrease problems, and boost customer satisfaction.

Posted: 15 Feb 2012 | Published: 15 Feb 2012

EGUIDE: This tip e-guide from SearchCRM.com features insight from Gartner's 2011 Magic Quadrant for social customer relationship management (CRM). Read this now to learn what challenges are cropping up in CRM, how social media is affecting CRM strategies and what the future of social CRM looks like.

Posted: 08 Feb 2012 | Published: 08 Feb 2012

EGUIDE: This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty.

Posted: 08 Feb 2012 | Published: 08 Feb 2012

EGUIDE: Read this tip guide now to learn expert tips for interacting with your customers through Web 2.0.

Posted: 08 Feb 2012 | Published: 07 Feb 2012