Customer Interaction Services White Papers ( CIS, Customer Relations ) Software Downloads, Definition and Webcasts

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Feb 10, 2012

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Customer Interaction Services
ALSO CALLED: CIS, Customer Relations DEFINITION: Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something. For example, a B2B customer having difficulty placing an order could call a customer service representative who could then show the customer how to use the ordering pages as though … Definition continues below.
Customer Interaction Services Reports
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Gartner predictions around Social CRM sponsored by Infor CRM EGUIDE: This tip e-guide from SearchCRM.com features insight from Gartner's 2011 Magic Quadrant for social customer relationship management (CRM). Read this now to learn what challenges are cropping up in CRM, how social media is affecting CRM strategies and what the future of social CRM looks like. Posted: 08 Feb 2012 \| Published: 08 Feb 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Social Networking \| Web 2.0

Use effective call centers to build customer loyalty sponsored by Infor CRM EGUIDE: This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty. Posted: 08 Feb 2012 \| Published: 08 Feb 2012 TOPICS: Call Centers \| Contact Center Management \| Contact Center Software \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Service \| Customer Service Best Practices

Tread carefully with social media-based customer loyalty programs sponsored by Infor CRM EGUIDE: Read this tip guide now to learn expert tips for interacting with your customers through Web 2.0. Posted: 08 Feb 2012 \| Published: 08 Feb 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Social Networking \| Web 2.0

Gartner: Social, mobile and analytics to push CRM through 2015 sponsored by Infor CRM EGUIDE: This tip guide from SearchCRM.com shares Gartner's expert insights on the fragmented social customer relationship management (CRM) market and how it will continue to evolve in the next three years. Posted: 08 Feb 2012 \| Published: 08 Feb 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Satisfaction \| Mobile CRM \| Social Networking \| Web 2.0

Through Engagement and Interaction, The LEGO Group Nurtures Loyalty Among Consumers sponsored by SAP America, Inc. CASE STUDY: Read this brief Bloomberg Businesweek case study to learn how The LEGO Group has leveraged organizational changes— including implementing loyalty management software from SAP that integrates with its SAP ERP and CRM platform— to achieve a high level of consumer interaction and improve its customer experience. Posted: 07 Feb 2012 \| Published: 07 Feb 2012 TOPICS: Application Integration \| Brand Loyalty \| CRM \| Customer Data Integration \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| ERP \| Loyalty Programs \| SAP (Product)

The Effectiveness of Live Chat: A Research Study sponsored by LogMeIn, Inc. WHITE PAPER: Learn more about the effectiveness of and customer's thoughts about live chat technology from the results of this survey. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Email \| Internet \| Internet Chat \| Internet Consumer Services

Protect Your Customer Base by Ensuring the Best Customer Experience sponsored by LogMeIn, Inc. WHITE PAPER: Access this whitepaper to learn more about the changing landscape for mobile devices and platforms, and how remote support can help improve customer service. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: Collaboration \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Mobile Device Management \| Smart Phones \| Tablet PC \| Telecommunications Networks \| Telecommunications Service Providers

How to retain customer loyalty in the competitive retail market sponsored by Infor CRM WHITE PAPER: Read this now to learn how single-view software could enhance your customer relationship interactions with more insightful data. Posted: 16 Jan 2012 \| Published: 16 Jan 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| eCommerce \| Web 2.0 \| Web Content Management

Building a Strong Customer Experience sponsored by Infor CRM EGUIDE: Read this e-guide from SearchCRM.com to learn how American Express and Yahoo tackle customer service with their own twists, how to communicate through multiple channels and ways to craft a single customer view through CEM technology. Posted: 09 Jan 2012 \| Published: 09 Jan 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Unlock the Value of Social Media Data sponsored by Hewlett-Packard Limited WHITE PAPER: Read this paper now to learn how you can implement social data practices into your current customer analytics program. Posted: 05 Jan 2012 \| Published: 05 Jan 2012 TOPICS: Business Intelligence \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Retention \| Data Analytics \| Social Networking \| Web 2.0

Communication & collaboration in the Enterprise 2.0 world sponsored by Huddle WHITE PAPER: This informative paper describes enterprise 2.0, how you can make the leap from 1.0 to 2.0 as well as real-world examples of successfully engaging web content management. Posted: 01 Jan 2012 \| Published: 01 Jan 2012 TOPICS: Content Management \| Content Management Software \| Customer Interaction Services \| Enterprise Content Management \| Web 2.0 \| Web Content Management

Gain competitive advantage by using Customer Experience Management Solutions to extend brand value sponsored by Tealeaf PODCAST: In this podcast, industry expert Rebecca Wettemann discusses how companies can balance customer experiences and brand promotion without creating conflict. Posted: 30 Dec 2011 \| Premiered: 30 Dec 2011 TOPICS: Business Intelligence \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Data Analytics

How to Enhance Customer Interactions sponsored by Infor CRM WHITE PAPER: This white paper details tactics for improving your customer interaction efforts for more successful business. Posted: 19 Dec 2011 \| Published: 19 Dec 2011 TOPICS: CRM \| CRM Software \| Customer Data Integration \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Service

Leverage WFM for exceptional customer experiences sponsored by Infor WFM Workbrain WHITE PAPER: Read this white paper to discover strategies for leveraging workforce management (WFM) to improve customer service, and thus increase customer satisfaction and retention. Posted: 16 Dec 2011 \| Published: 16 Dec 2011 TOPICS: CRM \| CRM Best Practices \| CRM Services \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Workforce Management Software

Navigating the path to satisfying online customer experience sponsored by Tealeaf EGUIDE: Read this exclusive e-guide to get an executive-level, 360-degree view on which CRM approaches are best for different business scenarios -- from winning strategies for mobile users to social CRM tools to best practices for multi-channel customer experiences. Posted: 30 Nov 2011 \| Published: 30 Nov 2011 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Social Networking \| Web 2.0

Executive Brief Smarter Commerce is redefining value chain visibility sponsored by IBM WHITE PAPER: Putting the customer at the center of your operations is not a new idea, but truly operationalizing this strategy can be challenging. Read this paper to find out how to improve collaboration and visibility for your customers and partners and deliver consistent and predictable outcomes by synchronizing your entire value chain. Posted: 17 Nov 2011 \| Published: 17 Nov 2011 TOPICS: Customer Data Management \| Customer Interaction Services \| Customer Service \| Supply Chain Management \| Value Chain Integration \| Value Chain Management \| Value Chains

Assessment Customer Value Strategy Accelerator sponsored by IBM WHITE PAPER: This report can help companies rapidly understand the set of new possibilities created by digital transformation, prioritize the value propositions of business models and focus on those with the highest potential, and define the business capabilities and key tasks required to move forward on the smarter commerce path. Posted: 17 Nov 2011 \| Published: 17 Nov 2011 TOPICS: Channel Management \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Digital Asset Management \| eCommerce Services \| Social Computing

Assessment Cross-Channel Experience Assessment sponsored by IBM WHITE PAPER: This paper offers information on rapidly developing a cross-channel strategy that reflects current customer trends and priorities, assesses a company’s Channel Capability Maturity, and helps to determine optimal future maturity needed to support the channel strategy. Posted: 17 Nov 2011 \| Published: 17 Nov 2011 TOPICS: CRM \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Retention \| Customer Satisfaction \| Customer Service

A realist's guide to building bottom line revenue and customer loyalty with social CRM sponsored by SugarCRM Inc. EBOOK: Is social CRM just hype or is it really worth your business's time? Read this eBook from SearchCRM.com for expert advice. Posted: 19 Oct 2011 \| Published: 19 Oct 2011 TOPICS: CRM \| Customer Interaction Services \| Customer Service \| Social Networking \| Web 2.0 \| Web Content Management

The Business Benefits of Cloud-Based Integration-Ready Modules sponsored by NTR Global WHITE PAPER: Access this brief resource to learn about an innovative support solution that can optimize your support system and increase end-user satisfaction. Posted: 12 Oct 2011 \| Published: 12 Oct 2011 TOPICS: Cloud Computing \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Support Software \| Email \| Web Services

Operationalizing Online Customer Experience sponsored by Tealeaf WEBCAST: This webinar details the strategic value of operationalizing a customer experience effort across your business. What's more, to give you a head start, Eric T. Peterson will outline Web Analytics Demystified's six step process for operationalizing customer experience management within your own organization. Posted: 29 Sep 2011 \| Premiered: 29 Sep 2011 TOPICS: CRM Analytics \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service

Create an Online Customer Feedback Loop with Your Call Center sponsored by Tealeaf WHITE PAPER: Many retail financial services institutions (FSI) do not have any visibility or context outside of a single interaction channel. In this whitepaper, we will describe the business imperative for closing the multi-channel customer experience gap and discuss how doing so gives you opportunities to differentiate. Posted: 29 Sep 2011 \| Published: 29 Sep 2011 TOPICS: CRM \| CRM Best Practices \| CRM Services \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Financial Services

Stop losing revenue from poor online customer experiences sponsored by Tealeaf WHITE PAPER: 24% of annual online revenue is lost globally due to poor online customer experience. This report will underscore the importance of online customer experience management, or CEM, which is about taking a disciplined approach to understanding how customers interact with your business online and removing the obstacles to their success. Posted: 29 Sep 2011 \| Published: 29 Sep 2011 TOPICS: CRM \| CRM Services \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Are your online customers struggling? Learn how to increase satisfaction and drive revenues sponsored by Tealeaf WHITE PAPER: Knowing why a customer is dissatisfied with your company's online interaction is essential to successful online marketing. Read this white paper to learn about Customer Struggle and how you can eliminate it from your online customer interactions. Posted: 29 Sep 2011 \| Published: 29 Sep 2011 TOPICS: Content Management \| Customer Interaction Services \| Customer Loyalty \| Customer Service \| Online Marketing

The Social CRM Playbook sponsored by SugarCRM Inc. WHITE PAPER: This white paper will provide an outline of the broad steps you should take in building a social CRM strategy and a overview of how you can pair that strategy with technology to enable your business to practice real social CRM. Posted: 01 Sep 2011 \| Published: 01 Sep 2011 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| CRM Services \| Customer Interaction Services \| Customer Retention \| Social Networking

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CUSTOMER INTERACTION SERVICES DEFINITION (continued): … Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something. For example, a B2B customer having difficulty placing an order could call a customer service representative who could then show the customer how to use the ordering pages as though the customer were using their own mouse and keyboard. Collaborative browsing can include e-mail, fax, regular telephone, and Internet phone contact as part of an interaction. Effectively, collaborative browsing allows a company and a customer to "be on the same page."

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