Customer Knowledge Management

VIDEOCAST: Watch this videocast to learn how IBM LotusLive provides a secure, robust and integrated communication environment to help you manage email, projects, remote teams and global clients. Take advantage of these collaborative tools so your employees can be more productive — regardless of device or geographic location.

Posted: 17 Jan 2012 | Premiered: 17 Jan 2012

WHITE PAPER: In 2011, Forrester Consulting conducted a study to find out how customer loyalty decision-makers define and execute customer loyalty. Read this study to find Forrester's analysis of how loyalty decision-makers currently use customer data, technology, and analytics to manage customer loyalty programs.

Posted: 06 Feb 2012 | Published: 06 Feb 2012

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

ANALYST BRIEF: Most service providers take a manual, reactive approach to managing and reporting against service level commitments. Read this white paper to learn how automating service level management with CA Business Service Insight reduces costs associated with service level management.

Posted: 16 Aug 2011 | Published: 16 Aug 2011

CASE STUDY: The Quantum Scalar i500 combines a modular design with continuous robotics to provide the scalability, performance and reliability that customers require.

Posted: 03 Feb 2009 | Published: 03 Feb 2009

PODCAST: Join author David J. Gardner for a podcast that explains the key to making mass customization more efficient. Using examples of cable service providers and McDonald’s, clients will see how they can tune their infrastructure to make exceptions less exceptional and keep profitability on track.

Posted: 30 Jan 2012 | Premiered: 30 Jan 2012

ANALYST REPORT: Access this essential resource to learn about Avaya’s data networking concept. Discover how Avaya is leveraging this approach to compete against other networking companies through innovation and unified communication solutions to maximize customer relationships.

Posted: 02 Dec 2011 | Published: 02 Dec 2011

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

WHITE PAPER: This eBook explores optimizing and analyzing data collected from each channel and how to apply the findings to a customer experience management (CEM) strategy.

Posted: 06 May 2011 | Published: 06 May 2011

WHITE PAPER: Read this informative paper to discover how you can tap into your consumer's social media behaviours for useful data.

Posted: 05 Jan 2012 | Published: 05 Jan 2012