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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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CW Buyer's Guide: Customer Relations (CRM)
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE: This nine-page Buyer's Guide to Customer Relationsip Management (CRM) analyses the factors CIOs and senior IT professionals will need to consider as they plan their CRM strategies.
Posted: 31 Jan 2012 | Published: 05 Oct 2011

ComputerWeekly.com

SAP Sales Order Management: A Behemoth That Works
sponsored by Esker Inc.
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

Esker Inc.

Apply the power of CRM to build customer loyalty
sponsored by Infor CRM
EGUIDE: This tip guide comes straight from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Read on to learn how to utilize today's technologies for enhancing customer relationship management (CRM) strategies.
Posted: 08 Feb 2012 | Published: 07 Feb 2012

Infor CRM

Making WFM Work: Best Practices and ROI Model
sponsored by Calabrio, Inc.
WHITE PAPER: There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
Posted: 31 Jan 2012 | Published: 24 Jan 2012

Calabrio, Inc.

Cognos Business Intelligence for Report Authors
sponsored by IBM
VIRTUAL SEMINAR: Utilize a complete set of enterprise reports that are easy to build, maintain, secure and deploy, all delivered in a collaborative authoring environment and based on the fundamental principle of "author once — consume anywhere."
Posted: 24 Jan 2012 | Premiered: 24 Jan 2012

IBM

Cincinnati Zoo improves customer experience and enhances performance
sponsored by IBM
WHITE PAPER: Learn how one of the world's top-rated zoo uses analytics to create a more satisfying customer experience – while cutting marketing costs, increasing new visits, boosting concession revenues and much more.
Posted: 24 Jan 2012 | Published: 24 Jan 2012

IBM

Building on a BPM framework: Can it work for DCM?
sponsored by IBM
EGUIDE: This tip guide continues ebizQ.com’s deep dive into approaches for constructing a sound case management architecture. In this installment, ebizQ.com contributor Christine Parizo provides best practices for considering a case management framework based on business process management or other technologies.
Posted: 21 Nov 2011 | Published: 17 Nov 2011

IBM

Analyst Research IBM Synchronizes its Commerce 2.0 Strategy with ‘Smarter Commerce’ Initiative
sponsored by IBM
ANALYST BRIEF: In this paper, IDC Insight highlights the important elements of the IBM Smarter Commerce announcement and looks at the implications of the announcement in the context of a powerful movement that is occurring in the commerce solutions marketplace, both business to business (B2B) and business to consumer (B2C).
Posted: 17 Nov 2011 | Published: 31 Mar 2011

IBM

Implementing Web Chat: How to Launch, Staff, and Monitor
sponsored by Citrix Online- GoToAssist
WHITE PAPER: Read this white paper to learn more about why you should implement web chat into your current customer support operations.
Posted: 27 Oct 2011 | Published: 27 Oct 2011

Citrix Online- GoToAssist

Microsoft Dynamics CRM Trial Page
sponsored by Microsoft
SOFTWARE DEMO: Microsoft Dynamics CRM helps increase productivity and create a connected organization that is equipped to please your customers. The result is a compelling and engaging experience for customers that sets your business apart.
Posted: 24 Oct 2011 | Premiered: 24 Oct 2011

Microsoft

The Total Economic Impact Of Microsoft Dynamics CRM 2011
sponsored by Microsoft
WHITE PAPER: Businesses widely deploy CRM solutions, and interest in expanding their use is high. Access this Forrester report to examine the total economic impact and potential return on investment(ROI) of one CRM software deployment.
Posted: 21 Oct 2011 | Published: 21 Oct 2011

Microsoft

Effectively Balancing Speed, Quality and Cost Metrics
sponsored by Citrix Online- GoToAssist
WHITE PAPER: Read this white paper to gain insight to new ways to leverage remote support platforms to create effective dashboards for customer and technical support. Along with recommendations for what to include in service dashboards.
Posted: 10 Oct 2011 | Published: 10 Oct 2011

Citrix Online- GoToAssist

CRM and Small Business: Smaller, Faster, Better
sponsored by SugarCRM Inc.
WHITE PAPER: The advent of cloud-based CRM applications has eliminated the significant initial budgetary barriers to entry for many businesses, and the proliferation of products geared toward smaller businesses has presented small business with options that allow them to choose based on specific features. Learn more about how CRM can help your small business.
Posted: 01 Sep 2011 | Published: 31 Aug 2011

SugarCRM Inc.

Learn to establish the right sales management processes and ensure CRM success
sponsored by Qvidian
EGUIDE: This SearchCRM.com expert E-Guide explores effective strategies for helping establish sales management processes before deploying new CRM tools.
Posted: 11 Aug 2011 | Published: 11 Aug 2011

Qvidian

Build Your Own SAP CRM Solution — and Know Exactly How Much It Will Cost
sponsored by SAP America, Inc.
WHITE PAPER: This white paper provides an overview of a rapid deployment strategy designed to take the guesswork out of implementing CRM. Inside, learn how this approach can let you pick and choose features which matter the most to your organization while avoiding playing for ones you don't to provide an accurate, upfront price.
Posted: 19 Jul 2011 | Published: 19 Jul 2011

SAP America, Inc.

CRM Total Cost of Ownership: Fees, Subscriptions and Hidden Costs
sponsored by SugarCRM Inc.
WHITE PAPER: The following analysis provides a comparative price analysis of four leading CRM solutions for midmarketorganizations. Forrester Research defines midmarket organizations as any organization with revenues of lessthan $1 billion and/or fewer than 1,000 employees.
Posted: 15 Jul 2011 | Published: 15 Jul 2011

SugarCRM Inc.

From Transaction to Action -- How Business Events Processing is Helping Banks to Improve Business Transactions
sponsored by IBM
WHITE PAPER: Numerous technological advances, including ATMs, credit cards and online banking, have significantly altered the ways in which the banking industry conducts its business. Read this white paper to learn how business event processing (BEP) can help create tailored systems to enhance customer service.
Posted: 07 Jul 2011 | Published: 01 Mar 2011

IBM

Healthcare Case Study: How HealthNow Built a Streamlined Member Enrollment Process with Business Rules
sponsored by IBM
PRODUCT OVERVIEW: Like many organizations in the healthcare industry, HealthNow is confronting difficulties from multiple legacy systems, manual and disjointed processes and changing customer demands. Access this resource to learn how HealthNow turned their member enrollment system into an enhanced service oriented architecture.
Posted: 07 Jul 2011 | Published: 07 Jul 2011

IBM

Best Practices for a contact center technology overhaul
sponsored by Contactual (Now 8x8, Inc.)
EBOOK: Tap into the expert advice in this eBook to choose technology that will help you leverage multiple contact channels, effectively monitor agent interaction and deliver an excellent customer experience.
Posted: 13 Jun 2011 | Published: 10 Jun 2011

Contactual (Now 8x8, Inc.)

All SaaS Is Not Created Equal
sponsored by Oracle Corporation
WHITE PAPER: Read this guide to learn five areas to consider when choosing a SaaS CRM solution.
Posted: 06 Jun 2011 | Published: 31 Jan 2010

Oracle Corporation

CRM Buyer’s Guide – 2011 Edition
sponsored by SearchCRM
EBOOK: Welcome to SearchCRM.com’s Buyer’s Guide. This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.
Posted: 02 Jun 2011 | Published: 02 Jun 2011

SearchCRM

The Best Strategies for a Successful CRM Strategy Implementation
sponsored by Epicor Software Corporation
WHITE PAPER: How to have a successful customer relationship management (CRM) implementation.
Posted: 23 May 2011 | Published: 23 May 2011

Epicor Software Corporation

Give Microsoft Dynamics CRM Users What They Want: Their Data
sponsored by Scribe Software Corporation
WHITE PAPER: This brief paper discusses a data migration approach that has the sophisticated capabilities to transform and merge your source data into a format that is highly usable for uses of Microsoft CRM. Learn how to get the right information, in the right place, at the right time.
Posted: 09 May 2011 | Published: 09 May 2011

Scribe Software Corporation

Comprehensive Testing for Siebel With Oracle Application Testing Suite
sponsored by Oracle Corporation
WHITE PAPER: Read this white paper to learn how Oracle Application Testing Suite (ATS) can help organizations ensure the quality and performance of their Siebel applications.
Posted: 30 Mar 2011 | Published: 01 Feb 2010

Oracle Corporation

Hosted Contact Center Market Report: DMG Consulting
sponsored by LiveOps
ANALYST REPORT: Hosted contact center adoption is increasing rapidly. Solutions provide quick deployment, quantifiable ROI, scalability, ongoing investment protection, reduced maintenance burden and minimal cash outlays. DMG Consulting, a leading contact center firm, has just released this new report discussing key market trends, ROI benefits, and key players.
Posted: 28 Mar 2011 | Published: 28 Mar 2011

LiveOps
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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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