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CRM Software

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ALSO CALLED: CRM Application, Customer Relationship Management Software
DEFINITION: Apex is a development platform for building software as a service (SaaS) applications on top of Salesforce.com's customer relationship management (CRM) functionality. Apex allows developers to access Salesforce.com's back-end database and client-server interfaces to create third-party SaaS applications. Apex includes an application program interface (API) that developers can use to access user data  … 
Definition continues below.
CRM SoftwareReports
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Big Data is Key to Responding to Customer Needs Instantly
sponsored by Hewlett-Packard Company
WHITE PAPER: Find out how a leading big data technology extracts vital information from a network and correlates it with more static information about the subscriber, so you can provide a better customer experience.
Posted: 26 Nov 2014 | Published: 26 Nov 2014

Hewlett-Packard Company

The Key to Unlocking What Your Customers Really Want
sponsored by Hewlett-Packard Company
WHITE PAPER: Find out how the adoption of analytics can help companies better understand what their customers want, and promote upsell on new services.
Posted: 25 Nov 2014 | Published: 25 Nov 2014

Hewlett-Packard Company

How APIs Displace ESBs and SOA in the Enterprise
sponsored by Apigee
WHITE PAPER: Powering interactions via apps requires a new architecture. Companies today seek to leverage the latest forms of mobile and rich-client engagement to build new experiences. Enterprises must move from delivering web apps as the primary interaction channel to powering interactions across multiple interactive touch points.
Posted: 18 Nov 2014 | Published: 18 Nov 2014

Apigee

Marketing Strategies for Highly Personalized Online Experiences
sponsored by Infor
WHITE PAPER: Find out why everyone is talking about personalization and uncover 5 strategies to achieve personalized online experiences.
Posted: 14 Nov 2014 | Published: 14 Nov 2014

Infor

Winning at Experience Across the Customer Journey
sponsored by Infor
RESOURCE: Find out what it takes to deliver the ultimate customer experience across a customer's entire journey.
Posted: 13 Nov 2014 | Published: 13 Nov 2014

Infor

Are the Lights Still On? Meeting the Omni-Channel Marketing Challenge
sponsored by Infor
WHITE PAPER: Learn how an omni-channel marketing strategy can help you deliver an exceptional customer experience at all times.
Posted: 13 Nov 2014 | Published: 13 Nov 2014

Infor

5 Steps to Building a Customer Experience Driven Contact Center
sponsored by Genesys
WHITE PAPER: Download this eBook to learn how to orchestrate service delivery for important customer journeys, how you can empower agents with a 360 degree view of the customer across multiple channels, and find a simple and cost-effective route to delivering effortless omnichannel customer experiences.
Posted: 12 Nov 2014 | Published: 12 Nov 2014

Genesys

How Banks Can Exceed Customer Expectations
sponsored by Hewlett-Packard Limited
WHITE PAPER: Find out how an end-to-end information workflow solution specifically designed for banking can help you exceed customer expectations.
Posted: 11 Nov 2014 | Published: 31 Mar 2014

Hewlett-Packard Limited

Maintaining a Successful Multichannel CRM
sponsored by ComputerWeekly.com
RESOURCE: The age of the isolated call center is over; no longer can we optimize a single channel in isolation. We need to give customers multiple ways to reach us. Is your organisation running a multichannel CRM interface? Take our brief survey on CRM and gain instant access to our expert guide, Customer experience consistency key to successful CRM.
Posted: 10 Nov 2014 | Published: 10 Nov 2014

ComputerWeekly.com

Banks Must Reinvent the Customer Experience to Meet New Demands
sponsored by Hewlett-Packard Limited
WHITE PAPER: Find out how to give your bank a makeover that will accommodate the most recent customer demands.
Posted: 10 Nov 2014 | Published: 31 Mar 2014

Hewlett-Packard Limited

4 Steps for Success: Platform Strategies for Agility, Flexibility and Scale
sponsored by Twilio
WEBCAST: This informative webcast dives into the world of the modern contact center. View now to find 4 essential steps for CRM success, and help build an agile, flexible, scalable contact infrastructure. Discover what one platform has to offer, and if a solution like this one could help catapult your CRM strategy into the future.
Posted: 28 Oct 2014 | Premiered: Oct 28, 2014


The Agile Call Center: A New Approach to Customer Service
sponsored by Twilio
WHITE PAPER: What approach will allow you to deliver the caliber of customer experience necessary to win in increasingly competitive markets? View this whitepaper now to discover the concept of the "agile contact center", and how the power of software and the cloud is enabling businesses to operate in completely new ways.
Posted: 21 Oct 2014 | Published: 21 Oct 2014


The Content Marketing Challenges – Exposed
sponsored by IBM
WHITE PAPER: Dive deep into the challenges and inefficiencies of today's marketing production cycle, and find out how marketers can take control of the entire content marketing process.
Posted: 16 Oct 2014 | Published: 31 Aug 2014

IBM

Providing the Foundation for an Omni-Channel Customer Experience
sponsored by IBM
WHITE PAPER: Find out how a complete omni-channel commerce solution can help your business develop the seamless experience customers demand.
Posted: 16 Oct 2014 | Published: 31 Jul 2013

IBM

Case Study: How Swedbank Improved Customer Service with Workforce Optimization
sponsored by Genesys
CASE STUDY: As Sweden's biggest bank, Swedbank stays out in front by responding smartly to changing consumer lifestyles. Download this success story to learn how Swedbank leverage a Workforce Optimization solution to meet demands.
Posted: 08 Oct 2014 | Published: 08 Oct 2014

Genesys

From Disney to Dishwashers: Digital CRM to Change Customer Experience
sponsored by IBM
EGUIDE: Find out how your business can make the most out of digital CRM.
Posted: 25 Sep 2014 | Published: 25 Sep 2014

IBM

Discover the Total Economic Impact of IBM's Tealeaf Customer Service Optimization Suite
sponsored by IBM
RESOURCE: Uncover the results of a recent Forrester Research Inc. report which exposes the total economic impact and numerous benefits of one leading customer service optimization tool.
Posted: 17 Sep 2014 | Published: 17 Sep 2014

IBM

The Business Value of Creating Exceptional Digital Experiences
sponsored by IBM
WHITE PAPER: A digital experience platform enables a company to define and deliver consistent cross-channel experiences via the growing number of digital customer touch points to customers, partners, and employees. IDC recently undertook a Business Value ROI study to assess the economic impact of moving away from a homegrown solution.
Posted: 17 Sep 2014 | Published: 17 Sep 2014

IBM

Measuring Cloud-Based Contact Center Performance
sponsored by Genesys
WHITE PAPER: Cloud deployment has become the preferred method for companies sourcing their CRM and contact center applications for inbound and outbound contact handling. This Market Insight examines the prospects for these applications and discusses when it might be appropriate for contact centers to complete the move into the cloud with hosted APO.
Posted: 17 Sep 2014 | Published: 17 Sep 2014

Genesys

Advice for Selecting Call Center and IVR Software
sponsored by Genesys
WHITE PAPER: Cloud, omni-channel and mobility are revitalizing the interactive voice response (IVR) market. Leading IVR vendors have offers that can satisfy most requirements. The challenge lies in finding a cost-effective IVR platform that will satisfy your specific requirements for improving customer experience and optimizing new IVR investments.
Posted: 17 Sep 2014 | Published: 17 Sep 2014

Genesys

3 Common Use Cases for Contact Center Infrastructure
sponsored by Genesys
ANALYST REPORT: Contact center infrastructure evaluations remain technically complex processes. If you are looking to select the contact center platform right for your specific requirements and deliver sustainable competitive customer experiences, this report is a must read.
Posted: 16 Sep 2014 | Published: 16 Sep 2014

Genesys

The Latest Contact Center Advancements
sponsored by Genesys
ANALYST REPORT: Gartner recently released the Magic Quadrant for Contact Center Infrastructure 2014, an annual report analyzing the contact center infrastructure vendors. Gartner positions vendors based on Completeness of Vision and Ability to Execute.
Posted: 16 Sep 2014 | Published: 16 Sep 2014

Genesys

Exceptional Customer Experiences: One Platform for Every Communication Channel
sponsored by IBM
VIDEO: The following video demo highlights how a fictional company, Greenwell Financial, used IBM's Digital Experience platform to create market-leading customer experiences. Additionally, this demo explores new features coming in the platform such as renditions, new integrations, and more.
Posted: 16 Sep 2014 | Premiered: 16 Sep 2014

IBM

Delivering a Seamless Experience Across Every Channel
sponsored by IBM
WHITE PAPER: This white paper reveals the results of a survey of over 500 e-commerce and e-business professionals, and provides key insights and best practices for improving customer experiences across all channels.
Posted: 16 Sep 2014 | Published: 31 May 2013

IBM

Case study: How one company improved customer loyalty, service, efficiency
sponsored by Genesys
WHITE PAPER: Stericycle, a medical waste disposal leader, knew that managing the customer experience was essential to the company's continued growth and success. View this analyst report to find out the solution Stericycle found, and how similar technology can also help your business.
Posted: 12 Sep 2014 | Published: 31 Dec 2013

Genesys
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CRM SOFTWARE DEFINITION (continued): …  on Salesforce.com. This API allows developers to use common SaaS components, like Web widgets or a multi-tenant database, without the need to develop much of the infrastructure traditionally associated behind SaaS programs.Apex applications are usually hosted and run directly from Salesforce.com's servers. No installation on a user's local PC is necessary because of this hosting. A user simply purchases a given Apex program through AppExchange, Saleforce.com's Web portal for add-ons to CRM. The user is then able to access the program through the standard interface. Once created, an application … 

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