Video: Evolving to Social Intelligence
sponsored by Hewlett-Packard Company
VIDEO:
This brief video offers insight into how traditional CRM and traditional intelligence prototype customers based on transactions, but leave out the important aspect of social intelligence. Find out how connecting social and enterprise intelligence will give you a more complete view of the customer.
Posted: 02 Apr 2013 | Premiered: 02 Apr 2013
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Creating Brand Advocates – Connected intelligence & Brand Advocates
sponsored by Hewlett-Packard Company
VIDEO:
In this helpful video, learn how to move past traditional CRM and reach out to customers who are social influencers through things like Twitter, Facebook, and blogs. Learn how to transform these influential customers into brand advocates who will help others emotionally connect with your brand.
Posted: 01 Apr 2013 | Premiered: 01 Apr 2013
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Seven Contact Center Trends You Can't Ignore
sponsored by Siemens Enterprise Communications
WHITE PAPER:
For customer service contact centers, it's critical to stay on top of the latest in technology and practices in order to provide your customers with the experience they expect. Check our this easy to read resource to discover 7 trends in contact center strategy, so that you can prepare your organization for what's to come
Posted: 29 Mar 2013 | Published: 31 Jan 2013
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Mobile And Big Data Transform Business With Right Time Experiences by LOPEZ Research
sponsored by SAP America, Inc.
WHITE PAPER:
Customer and employee demands are changing rapidly because of the widespread adoption of mobile technologies. As adoption continues to grow, businesses need to develop an approach to the bring your own device (BYOD) trend. View this resource to learn more about the explosion of big data and how your business can manage the information.
Posted: 29 Mar 2013 | Published: 29 Mar 2013
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Business 2020: Engaging with the Technology Enabled Customer
sponsored by Oracle Corporation UK Ltd
EZINE:
As more and more people share things about themselves via the internet, the more opportunity companies have to glean important data about their customers. Check out this e-zine to learn how your business can successfully harness the power of social media and technology to improve customer experience management (CEM).
Posted: 25 Mar 2013 | Published: 25 Mar 2013
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Top Five Contact Center Trends for 2013
sponsored by Avaya
WHITE PAPER:
This resource offers five key trends that are reshaping customer experience management. Discover how successfully tap into these trends will give you the competitive advantage over those who fail to adapt to this rapid change.
Posted: 21 Mar 2013 | Published: 21 Mar 2013
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Aberdeen Analyst Insight - Social Media & Customer Service: From Listening to Engagement
sponsored by SAP America, Inc.
WHITE PAPER:
Despite the growing popularity of social media among consumers, many customer service companies are still not harnessing the full potential of social channels. Read this insightful report to learn key trends in the use of social media for customer service and discover best practices for integrating social channels with CEM.
Posted: 20 Mar 2013 | Published: 31 Oct 2012
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Aberdeen Agent Desktop Optimization: Agents Can Finally Focus on the Customer whitepaper
sponsored by SAP America, Inc.
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
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Aberdeen Analyst Insight - Social Media & Customer Service: From Listening to Engagement
sponsored by SAP America, Inc.
ANALYST REPORT:
While social media seems to be everywhere, a disappointing number of customer service organizations fully harness the power of social channels. Read this report from the Aberdeen Group to discover key trends in the use of social media for customer service and learn best practices for integrating social channels into CEM.
Posted: 20 Mar 2013 | Published: 31 Oct 2012
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Mobile apps reach the busy customer
sponsored by SearchCRM
EZINE:
In this expert e-zine, discover two key areas of app development in today's mobile climate: delivering quality mobile customer service, and uniting front-end and back-end functionality. Also included is a case study of a mobile app that delivered user-oriented, ultra-simple service with outstanding results.
Posted: 19 Mar 2013 | Published: 19 Mar 2013
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CIO Handbook: Personalizing the Customer Experience
sponsored by SearchCIO.com
EBOOK:
CIOs must marry online and physical offerings to personalize business interactions for each and every customer in today's collaborative world. Find out how leading businesses are paving the way with top-notch customer experience strategies.
Posted: 14 Mar 2013 | Published: 14 Mar 2013
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Using Social Media to Win Over Customers
sponsored by SearchCRM
EBOOK:
While many businesses are eager to join their customers at the social media party, doing so without the proper internal processes in place could spell disaster. In this brief expert e-book, you can learn how to create a successful social CRM initiative (and valuable customer relations) through implementing the right processes and technologies.
Posted: 12 Mar 2013 | Published: 12 Mar 2013
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How Foglight Makes User Experience Management a Reality: Three Case Studies
sponsored by Dell Software
CASE STUDY:
In this case study, discover the ways in which user experience management technologies are changing the face of consumer analytics and customer relationship management.
Posted: 11 Mar 2013 | Published: 31 Dec 2012
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Gartner Customer Strategies & Technologies Summit 2013
sponsored by Gartner
BROCHURE:
In this valuable resource, learn about how the Gartner Customer Strategies & Technologies Summit can help IT and business leaders gain the insight they need to effectively overcome customer relationship and business management challenges to drive success – read on to learn more now.
Posted: 07 Mar 2013 | Published: 07 Mar 2013
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How Smart Insurance Carriers are Turning Information Complexity into a Distinct Competitive Advantage
sponsored by Kofax, Inc.
WEBCAST:
This comprehensive webcast explores how advanced information capture and case management capabilities can address new market demands and create better engagements throughout the customer lifecycle.
Posted: 05 Mar 2013 | Premiered: Mar 5, 2013
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Using Case Management to Empower Employees and transform Customer Service
sponsored by Kofax, Inc.
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
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Developing the right social CRM strategies for improved customer service
sponsored by Avaya
EGUIDE:
Today's exclusive resource examines that steps businesses should take to ensure the seamless integration of social CRM into existing tools and processes. Discover the value you can glean from analyzing and nurturing customer feedback from social media channels.
Posted: 19 Feb 2013 | Published: 19 Feb 2013
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SharePoint Test Pilot Program
sponsored by Kroll Ontrack, Inc.
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
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Improve your response: HP Enterprise Cloud Services for SAP CRM Rapid Deployment Solutions
sponsored by Hewlett-Packard Limited
PRODUCT OVERVIEW:
In today's market, the most profitable businesses are those that have the agility and scalability required to respond to customer's changing needs. Their secret to success? The right CRM tools. Read on to learn about one pay-as-you-go CRM tool designed to provide you with all the key CRM features in a cost-effective package.
Posted: 11 Feb 2013 | Published: 11 Feb 2013
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The Business of Social Business
sponsored by IBM
WHITE PAPER:
Access this in-depth resource to explore a study based on the responses of more than 1,100 individuals and interviews with more than two dozen executives from leading organizations. Discover how organizations are leveraging new social approaches to create valued customer experiences, increase workforce productivity and effectiveness, and more.
Posted: 04 Feb 2013 | Published: 30 Nov 2012
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Deploying Customer Service in the Cloud
sponsored by Oracle Corporation UK Ltd
WHITE PAPER:
Read this white paper for best practices in deploying customer service in the cloud. Learn how to successfully implement, consolidate, optimize, and transform your customer experience management strategy and sustain a long-term competitive advantage.
Posted: 20 Dec 2012 | Published: 30 Nov 2012
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Mobile Technology: Equipping Supervisors and Managers for the Next-Generation Customer Contact Center
sponsored by Aspect
WHITE PAPER:
For today's contact center managers, the increase in communication channels coupled with a more sophisticated customer base and mobile workforce is presenting major challenges. Read this resource to learn how mobile technologies can help relieve these burdens by simplifying management, increasing employee productivity, and much more.
Posted: 20 Dec 2012 | Published: 20 Dec 2012
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Personalization Driving E-Commerce
sponsored by Limelight Networks, Inc.
EGUIDE:
Gartner analysts predict that mobile apps and Web 2.0 will be a deciding factor in 50% of your sales by 2015. In order to keep pace, your e-commerce processes need to evolve to include CRM technologies. Read on to learn what 6 factors are essential for an effective e-commerce/CRM merger.
Posted: 28 Jan 2013 | Published: 28 Jan 2013
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CRM Initiatives for Improved Customer Experience
sponsored by Limelight Networks, Inc.
EGUIDE:
Usually when deciding between CRM platforms businesses focused on the deployment method: cloud vs. on-premise. However, as bolstering the customer experience grows in importance, savvy companies are focusing their attention of the features the platform has to offer. Read on to learn which features should be considered in your buying decision.
Posted: 28 Jan 2013 | Published: 28 Jan 2013
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What if? Unleashing the Potential of Digital Signage
sponsored by Insight
PRESENTATION TRANSCRIPT:
In this presentation transcript, Principle Analyst Zeus Kerravala of ZK Research reveals the secrets of utilizing digital signage to its fullest potential. Learn the transformations this technology has gone through, where it's going, and how businesses have successfully leveraged its power.
Posted: 21 Dec 2012 | Published: 21 Dec 2012
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