Delivering a Superior Customer Experience
sponsored by Avaya
WHITE PAPER:
Research shows that 90% of customer service decision-makers believe delivering quality service is paramount to success. But with tight budgets, businesses today need cost-effective ways of achieving higher service levels. Read on to learn how collaboration in your contact center can keep costs low while increasing service levels.
Posted: 06 Nov 2012 | Published: 30 Apr 2012
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How Mobile Devices are Driving Innovations in Contact Centers
sponsored by Avaya
WHITE PAPER:
Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.
Posted: 29 Oct 2012 | Published: 29 Oct 2012
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Leveraging Loyalty Data to Enhance the Cross-Channel Customer Experience
sponsored by Oracle Corporation
WHITE PAPER:
In this 1to1® Executive Dialogue, industry experts discuss the steps business leaders should take to leverage loyalty programs, integrated CRM, and customer insights to deliver a unified, personalized, and relevant customer experience that maximizes customer loyalty.
Posted: 18 Sep 2012 | Published: 01 Sep 2012
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Knowledge Management: 5 Steps to Getting It Right the First Time
sponsored by Oracle Corporation
EBOOK:
Today, many businesses are looking for ways to reduce customer service costs without sacrificing satisfaction – and most companies are finding it challenging. Read this vendor e-book to learn how adding knowledge management to your customer service strategy can reduce costs while increasing agent productivity and customer satisfaction.
Posted: 18 Sep 2012 | Published: 01 Sep 2012
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The ROI of Social CRM
sponsored by ComputerWeekly.com
ANALYST REPORT:
This analyst report from Nucleus Research shows that businesses can achieve a significant return on investment by adding social media to their CRM deployments
Posted: 07 Sep 2012 | Published: 05 Aug 2012
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The Social Customer ebook "Rethinking Customer Service: The Call Center as Corporate Information Hub"
sponsored by SAP America, Inc.
WHITE PAPER:
This e-book looks at how the call center in particular can help drive a proactive, rather than reactive, approach to business. Experts from the call center world share strategies and mindset shifts that must take place as customers demand more and more information about the products and services that they consume.
Posted: 21 Aug 2012 | Published: 31 Dec 2011
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Belden Corp 10 week CRM Implementation
sponsored by SAP America, Inc.
VIDEO:
Belden is one of the largest U.S. manufacturers of high-speed electronic cables. See how the company replaced its on-demand solution with SAP CRM to track its success with customers, enabling the company to view prior performance in order to plan for the future.
Posted: 21 Aug 2012 | Premiered: 21 Aug 2012
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Sales Maximize Profitability, Improve Performance, and Deliver Customer Value
sponsored by SAP America, Inc.
WHITE PAPER:
Learn why your sales team's success depends upon its ability to acquire and grow profitable customer relationships and how the SAP Customer Relationship Management (SAP CRM) application can help by empowering it with the tools and information necessary to plan and analyze sales execution throughout the entire sales cycle.
Posted: 20 Aug 2012 | Published: 07 Oct 2010
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Achieve a 360 Degree View of Your Customer
sponsored by Infor
PRESENTATION TRANSCRIPT:
In today's market, it's easier to keep existing customers than obtain new ones. In order to retain the most customers, you need optimal CRM strategies – but relying on CRM software alone won't cut it anymore. Read this transcript to learn how integrating CRM with enterprise resource planning (ERP) can enhance your sales strategies.
Posted: 26 Nov 2012 | Published: 26 Nov 2012
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Customer Experience Exchange, Issue 7
sponsored by SearchCRM
EZINE:
This 3-article E-Zine offers analysis and advice for the CEM professional. In the featured article, Cameron Kittle reviews CEM technologies and shares the thoughts of industry observers who stress that a company should first know what it intends to do with its wired connection to customers. Continue on for this article and more.
Posted: 13 Nov 2012 | Published: 13 Nov 2012
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Customer Care in a Social World: Are We There Yet?
sponsored by Oracle Corporation
WHITE PAPER:
This paper explores and explains why the contact center is a key strategic focal point for customer engagement via social channels.
Posted: 21 Sep 2012 | Published: 01 Mar 2012
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CallPro CRM e-marketing features
sponsored by CallPro CRM
WHITE PAPER:
Does your customer relationship management (CRM) lack the agility and flexibility you need to effectively support sales and marketing professionals? Watch this webcast to learn about a CRM system that offers intelligent and flexible e-marketing capabilities with advanced follow-up features to help catch more prospects and close more sales.
Posted: 27 Aug 2012 | Published: 01 Aug 2012
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Using Case Management to Empower Employees and transform Customer Service
sponsored by Kofax, Inc.
WHITE PAPER:
This white paper demonstrates how empowering your employees can lead to significantly improved customer service. Learn how dynamic case management applications can assist in delivering employee empowerment and transform the customer experience.
Posted: 24 Aug 2012 | Published: 24 Aug 2012
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Why a Call Centric CRM?
sponsored by CallPro CRM
WHITE PAPER:
Is your current customer relationship management (CRM) software negatively impacting your selling potential? Many of the CRM software options today have lost focus on their primary users – sales professionals – and are actually decreasing sales activity. Read on to learn how a call-centric CRM strategy can alleviate this challenge.
Posted: 23 Aug 2012 | Published: 01 Aug 2012
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A Success Model for CRM Integration, And How to Avoid the Most Common Mistake
sponsored by Scribe Software Corporation
WHITE PAPER:
As more companies begin to implement customer relationship management (CRM) applications, many struggle with common integration challenges. This paper offers a three step success model for CRM integration projects. Read on to learn the characteristics, implementation requirements, benefits, data replication and process integration.
Posted: 22 Aug 2012 | Published: 01 May 2011
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LEGO: Nurturing Consumer Loyalty Bloomberg BusinessWeek Article
sponsored by SAP America, Inc.
WHITE PAPER:
This LEGO customer success story reported by Bloomberg Businessweek highlights how LEGO leverages SAP Customer Relationship Managment (SAP CRM), especially the loyalty management software, to run the compnay's customer loyalty program.
Posted: 21 Aug 2012 | Published: 31 Dec 2011
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The State of Customer Data Integration 2012: The What, Why & How of CRM Integration
sponsored by Scribe Software Corporation
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
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Why CRM Implementations Fail….And What To Do About It
sponsored by Scribe Software Corporation
WHITE PAPER:
Companies are scrambling to implement CRM systems, but they might not be getting what they bargained for if they're not careful. Up to 80% are reporting they're not getting what they were promised. Read this paper and learn how to avoid pitfalls, develop a strategy for your CRM system, and much more.
Posted: 20 Aug 2012 | Published: 01 Mar 2011
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Integrative CRM Enhances Midsize Business Agility and Performance
sponsored by IBM
WHITE PAPER:
This paper is designed to help IT and business leaders at midsize companies find innovative ways to extend their customer relationship management (CRM) capabilities to capitalize on emerging trends such as cloud, mobile, social media and predictive analytics. Gain essential insight to get closer to your customers and ensure your company's survival.
Posted: 16 Aug 2012 | Published: 01 Jul 2012
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Governing Customer Experience Across Channels
sponsored by KANA
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
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4 Steps to Transforming Your Customer Relationships Using Mobile
sponsored by Appcelerator
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
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Is Your Strategy as Smart as Your Customers?
sponsored by IBM
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
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The Social Business: Advent of a new age
sponsored by IBM
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
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Staples Case Study
sponsored by IBM
CASE STUDY:
Staples set the bar for the office superstore when it first opened its doors in 1986. It now has the second-largest Internet retail revenue in the world with $10.2 billion in 2010 sales, 43% of the company's total revenue. This paper details how Staples delivered a much more personalized shopping experience to its online customers.
Posted: 25 Jul 2012 | Published: 21 Sep 2011
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Gartner Magic Quadrant reveals fragmented social CRM market
sponsored by Infor CRM
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
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