CRM Services Reports

EGUIDE: In this expert e-guide, customer experience pro Scott Sachs, President of SJS Solutions LLC, examines the maturation of online video chat as an effective tool in contact centers. Discover tips for architecting personalized customer journeys, and learn how to address some of the challenges of video-based customer service.

Posted: 16 Dec 2016 | Published: 14 Dec 2016

EGUIDE: Today's customer service professionals need to be able to reach out on whatever platform the customer feels the most comfortable with. In this expert e-guide, discover some tips on how to manage successful omnichannel customer service, as well as strategies for employing data monitoring to handle potential problems directly.

Posted: 14 Dec 2016 | Published: 14 Dec 2016

EBOOK: Sales reps and marketing teams are well versed in the sales funnel, but do you really know how to exploit it? This 3-part handbook can help sales teams that feel they have hit a rut – or are approaching one – rethink the sales funnel.

Posted: 09 Dec 2016 | Published: 09 Dec 2016

EGUIDE: It's no secret that CRM enables you to better serve your customers, thus boosting retention rates. However, you need to ensure that the CRM tool you invest in is the best fit for your organization. In this expert guide, compare features and functionalities of 11 leading market vendors, and receive an overview of the latest CRM trends.

Posted: 30 Aug 2016 | Published: 29 Aug 2016

EBOOK: Mobile location-based services offer a treasure trove of customer data, but companies must walk a fine line between sound marketing and personal privacy.

Posted: 18 Aug 2016 | Published: 16 Aug 2016

EGUIDE: Call center agents need to be able to access customer account information, but historically they have struggled to do so. In this guide, explore how Service Cloud can help you streamline your agents' access to critical customer information, and how the platform's UI and Lightning development architecture play large roles in that.

Posted: 21 Jul 2016 | Published: 19 Jul 2016

EGUIDE: Customer service is a battleground on which many companies fight to gain competitive edge. Access an exclusive Q&A with Larry Robinson, Senior VP of Product Management for the Service Cloud, and learn how to create solid customer experience and agent productivity using a knowledge management system.

Posted: 20 Jul 2016 | Published: 19 Jul 2016

EBOOK: In this 3-part expert handbook, learn how Salesforce Sales Cloud strives to make data entry easy for sales reps and create CRM data that's clean, accurate and complete. Plus, explore the pros and cons of the Salesforce Sales Cloud.

Posted: 19 May 2016 | Published: 19 May 2016

EBOOK: This expert e-book looks at modern changes in customer experience management. Access to explore mobile and social CRM's increasingly dominant and multidimensional role in customer engagement, as well as ways to transform customer data from disparate digital sources into more personalized messaging.

Posted: 25 Mar 2016 | Published: 15 Mar 2016

EGUIDE: This exclusive e-guide unveils the latest best practices for aligning CRM metrics with business goals. You'll learn expert tips on leveraging metrics for Salesforce and the call center, as well as uncover the importance of keeping metrics to a minimum.

Posted: 07 Mar 2016 | Published: 03 Mar 2016

EBOOK: How can you determine which sales leads are worth your time and which ones aren't likely to go anywhere? Discover how predictive lead-scoring software can help you zero in on the right prospects and drive better sales performance.

Posted: 29 Feb 2016 | Published: 29 Feb 2016

EGUIDE: This expert e-guide offers considerations for buying the right CRM tool. You'll also take a closer look into Microsoft Dynamics CRM 2015 for a breakdown of features and functions.

Posted: 24 Feb 2016 | Published: 17 Feb 2016

EGUIDE: Without an effective way to integrate data from disparate systems, your mobile CRM can't help you optimize the customer experience. This expert guide explores how companies have overcome their data integration challenges to improve their mobile CRM.

Posted: 24 Feb 2016 | Published: 16 Feb 2016

EGUIDE: In this e-guide, you will discover how the American Cancer Society's leadership is implementing a sophisticated multichannel engagement strategy to reach all those passionate about their cause. Download now to uncover how this strategy could be useful in helping your organization create meaningful multichannel engagement with your customers.

Posted: 23 Feb 2016 | Published: 17 Feb 2016

EGUIDE: In the "age of the customer" business leaders and decision makers are focusing more than ever on designing customer experiences to attract, engage, and retain finicky consumers. This white paper aims to help CIO's achieve this goal by training them to recognize 6 ineffective customer service strategies.

Posted: 23 Feb 2016 | Published: 16 Feb 2016

EGUIDE: In this e-guide you will learn how the right infrastructure can allow your marketers to harness your existing data to create seamless, integrated experiences for your customers on any channel.

Posted: 23 Feb 2016 | Published: 16 Feb 2016

EGUIDE: This expert e-guide digs into mobile and multichannel CRM strategies that companies are leveraging to connect with customers better. You'll learn how a transit system provides real-time data on arrivals, departures, and delays for bus or train to riders' mobile devices, and much more.

Posted: 22 Feb 2016 | Published: 16 Feb 2016

EGUIDE: In this e-guide, our CRM experts discuss how social media is transforming the way contact centers work. Learn strategies and best practices for implementing a social media customer service plan in your contact center.

Posted: 22 Feb 2016 | Published: 11 Feb 2016

EGUIDE: This exclusive e-guide digs into the challenges of implementing a social customer service strategy in your enterprise. Uncover considerations on deciding how the organization should interact with customers, which sector of the company should handle these communications, and more.

Posted: 19 Feb 2016 | Published: 11 Feb 2016

EGUIDE: This exclusive e-guide explores the disconnect between customer service and social media in companies both large and small. Uncover the risks of ignoring customer service on social media, and learn expert tips to get it right.

Posted: 17 Feb 2016 | Published: 11 Feb 2016

EGUIDE: Research shows that sales reps are not delivering revenue performance that their managers are counting on. In this expert e-guide, uncover the latest strategies and technologies to help your sales reps transition from always coming up short to crushing their sales quota.

Posted: 03 Feb 2016 | Published: 29 Jan 2016

EGUIDE: This expert e-guide reveals the actions you can take to manage social media contact more efficiently. Inside, Donna Fluss, founder of DMG Consulting, explains the benefits and limitations of workforce management systems for social media. Bonus: Discover the 10 steps to create a successful call center social media strategy.

Posted: 03 Feb 2016 | Published: 29 Jan 2016

EGUIDE: Do the cloud and CRM go hand in hand? Most will argue yes, but why? In this expert e-guide, tap into advantages of CRM in the cloud, and learn how technology company Shuttle Cloud uses cloud tools to manage customers, organize sales leads and hire internally. Plus, gain tips for making social CRM tools work effectively in your organization.

Posted: 02 Feb 2016 | Published: 01 Feb 2016

EGUIDE: Discover how you can formulate a winning social CRM strategy, and knock your customers' expectations out of the park. Tap into why Pinterest is piquing the interest of businesses and get an exclusive look at how MLB teams engage with their customers via personalized mobile updates.

Posted: 02 Feb 2016 | Published: 01 Feb 2016

WEBCAST: Watch now to hear Elaine Turner's Director of ecommerce, Carrie Leader, discuss key strategies for building an ecommerce business as a branded manufacturer. Learn how Elaine Turner used a Cloud ecommerce platform to create a new destination site where visitors can research, buy, or engage with the brand to support sales in all channels.

Posted: 27 Jan 2016 | Premiered: Dec 15, 2015