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Customer Loyalty

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ALSO CALLED: Customer Loyalty Programs
DEFINITION: The degree to which customers are predisposed to stay with one company and resist competitive offers.
Customer Loyalty Reports
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Global Contact Center Benchmarking Report 2016
sponsored by Dimension Data
WHITE PAPER: Explore this global benchmarking report to uncover trends and statistics for contact centers in 2016, as well as tips on delivering a better customer experience.
Posted: 29 Apr 2016 | Published: 29 Apr 2016

Dimension Data

Six Tips to Use Social Media to Win Leads, Make Friends, and Influence Your Community
sponsored by Solarwinds N-able
EBOOK: Proper social media usage can spell amazing success for your organization. Access this eBook to learn six strategies to improve how your organization utilizes the most popular communication channels and reach more customers than ever.
Posted: 25 Apr 2016 | Published: 30 Dec 2015

Solarwinds N-able

Travel Industry: How to Drive Customer Acquisition and Retention with Personalized, Seamless Experiences
sponsored by Gigya
WHITE PAPER: Legacy technologies built for employee identities aren't effective at transforming customer data into actionable insight. Discover how a purpose-built customer identity and access management platform can help travel companies capture, manage, and leverage customer data across digital channels to drive greater customer engagement and loyalty.
Posted: 21 Apr 2016 | Published: 31 Dec 2015

Gigya

Creating the Connected Customer Experience
sponsored by Avaya
WHITE PAPER: This resource reviews what todays customers expect from financial institutions when it comes to communications and fostering a connected experience. You'll learn about fulfilling customer's expectations for connectivity, regardless of where they are interacting with your enterprise.
Posted: 12 Apr 2016 | Published: 29 Jan 2016

Avaya

Global State of Multichannel Customer Service Report
sponsored by Microsoft
WHITE PAPER: This global report shows that, on average, consumers regularly use at least 4 different channels when interacting with a brand or organization for customer-related questions and issues. Download now to tap into other insights.
Posted: 11 Apr 2016 | Published: 11 Apr 2016

Microsoft

10 Customer Service Trends to Watch in 2016
sponsored by Microsoft
WHITE PAPER: In this white paper, well-known customer service thought leaders, advocates, authors and speakers reveal the 10 CRM technology trends they believe will impact every brand and organization in 2016.
Posted: 11 Apr 2016 | Published: 11 Apr 2016

Microsoft

10 Ways to Avoid a Customer Experience Horror Story
sponsored by Mitel Networks Limited
WHITE PAPER: This white paper discusses how you can overcome customer experience pitfalls with strategies from customer service experts. Discover 10 ways to keep your customer experiences in good shape no matter what comes at you.
Posted: 28 Mar 2016 | Published: 31 Dec 2015

Mitel Networks Limited

Transform Your Customer Experience with Cloud CRM
sponsored by Salesforce.com
WHITE PAPER: In this white paper, learn how you can leverage cloud-based CRM to increase agent productivity, give customers valuable always-on self-service options, and improve customer satisfaction.
Posted: 25 Mar 2016 | Published: 31 Dec 2015

Salesforce.com

Brand Loyalty in the Digital Age
sponsored by Axway
WHITE PAPER: In this challenging landscape discover how you can drive customer engagement and promote brand loyalty by using API management technologies. Download this white paper now to learn how you can deliver omnichannel engagement while ensuring security for corporate IT systems.
Posted: 24 Mar 2016 | Published: 24 Mar 2016

Axway

Drive Sales Productivity and Customer Engagement in the Cloud
sponsored by Oracle Corporation
WEBCAST: This brief webcast discusses how cloud content and process can improve sales performance, shorten sales cycles, and improve customer engagement. We reveal how cloud tools can transform sales productivity and customer engagement in your enterprise, and ultimately drive revenue.
Posted: 23 Mar 2016 | Premiered: Mar 15, 2016

Oracle Corporation

Vendor Comparison: Customer Service Solutions For Midsize Teams
sponsored by Salesforce.com
RESEARCH CONTENT: This report by Forrester weighs the pros and cons of customer service solutions for midsize organizations. Uncover the vendors leading the way and the essential functions they provide to enable successful customer service.
Posted: 23 Mar 2016 | Published: 16 Dec 2015

Salesforce.com

4 Steps to Create Targeted, Personalized, and Timely Marketing Messaging
sponsored by IBM
RESOURCE: Many companies struggle to create personalized, timely offers out of consumer data. This resource explains how you can maximize the value of customer information with a consumer data management and marketing analytics platform. Discover how you can improve the customer experience and boost your market share.
Posted: 23 Mar 2016 | Published: 31 May 2015

IBM

The Significance of Customer Engagement: An Investigation into Customer Lifetime Value (CLV)
sponsored by Avaya
WHITE PAPER: This white paper reveals why customer engagement is critical to the concept of customer lifetime value. Discover what it takes to do customer engagement right, so you can experience increased revenue over a longer period of time at a lower cost.
Posted: 16 Mar 2016 | Published: 16 Mar 2016

Avaya

The Autonomous Customer: On hold for Intelligent Customer Service
sponsored by Avaya
WHITE PAPER: Your engagement challenges begin and end with the autonomous customer. Access this white paper to uncover their habits, as well as ways you can appeal to this growing brand of independent, technologically-enabled clientele.
Posted: 15 Mar 2016 | Published: 15 Mar 2016

Avaya

6 Questions To Ask A Social Platform Vendor Before Signing A Contract
sponsored by Oracle Corporation
WHITE PAPER: You've probably noticed the abundance of social relationship management tools on the market today. From long-established companies to fresh start-ups, the space is saturated with solutions for pretty much everything. Download this white paper now to learn what social relationship management platform is right for your business.
Posted: 15 Mar 2016 | Published: 15 Mar 2016

Oracle Corporation

Case Study: Mobile Game Developer Adopts Analytics Platform to Improve User Experiences
sponsored by Hewlett-Packard Enterprise
CASE STUDY: This brief case study describes the analytics strategy that allowed a mobile gaming company to reduce time spent on queries from two to four hours to minutes or seconds. Discover how they were able to improve the customer experience, deploy the analytics platform in the cloud, and more.
Posted: 15 Mar 2016 | Published: 30 Nov 2015

Hewlett-Packard Enterprise

Real-time Data Analytics Improves the Customer Experience
sponsored by Hewlett-Packard Enterprise
WHITE PAPER: Access this brief resource to learn about a strategy to analyze billions of rows of customer data and return results in seconds. Discover how this approach can improve the user experience, reduce customer churn, and more.
Posted: 14 Mar 2016 | Published: 31 Dec 2015

Hewlett-Packard Enterprise

Using Big Data Technologies to Better Understand and Engage Customers
sponsored by IBM
PRODUCT LITERATURE: In this paper, you will discover 5 high-value uses for big data and receive advice on how to exceed customer expectations of service by leveraging big data to produce an enhanced, 360-degree view of your consumers. Read on to turn your big data swell into a wealth of valuable information.
Posted: 14 Mar 2016 | Published: 31 Mar 2015

IBM

What is the Digital Transformation, and How Do You Get Started?
sponsored by Avaya
WHITE PAPER: MIT researchers say that digitally-leaning businesses ask "how," not "what," to make their omni-channel initiatives a success. Get answers to both as you learn the basics of multi- and omni-channel marketing in this informative white paper.
Posted: 14 Mar 2016 | Published: 14 Mar 2016

Avaya

Automation Objectives For Digital Transformation Strategies
sponsored by Avaya
WHITE PAPER: This brief guide reveals what you may be missing by not measuring customer lifetime value, and why automated customer experience management tools round out these strategies. Learn what you can do to outperform other organizations when it comes to customer retention, loyalty, advocacy, and more.
Posted: 14 Mar 2016 | Published: 14 Mar 2016

Avaya

Your Apps, Their Data: Customer-Facing Competitive Advantage
sponsored by OpenText
WHITE PAPER: Giving your audience the ability to personalize and share customized analytics and dashboards on a compelling app is critical to competitive advantage. Access this executive brief and learn ways to increase user productivity, satisfaction, and independence from IT.
Posted: 11 Mar 2016 | Published: 11 Mar 2016

OpenText

Infographic: Stats you need to Satisfy the Evolving End Customer
sponsored by Avaya
WHITE PAPER: Make the customer experience easy and personal. Access this infographic to broaden your understanding of what the customer experience means in the wake of social and mobile advances.
Posted: 11 Mar 2016 | Published: 11 Mar 2016

Avaya

Should Your Business Use Online CRM?
sponsored by Insightly
RESOURCE: This flowchart explores whether or not you should move to a modern online CRM tool. Start by answering questions, like: Do you want to grow your business? Do you have an in-house CRM?
Posted: 08 Mar 2016 | Published: 08 Mar 2016

Insightly

Case Study: Analytics for Big Customer Data
sponsored by IBM
WHITE PAPER: This case study describes the analytics strategy that allowed an insurance company to rapidly analyze large amounts of raw information to gain a better understanding of customer behavior and needs. Discover how they experienced benefits like increased client revenue, stronger customer loyalty, and a reduction in sales and canvassing costs.
Posted: 14 Mar 2016 | Published: 25 Jan 2015

IBM

Case Study: Analytics Strategy Empowers Natural Gas and Energy Supplier to Retain and Attract Customers
sponsored by IBM
CASE STUDY: This brief case study describes the analytics strategy that enabled a natural gas and energy supplier to minimize customer attrition and attract new customers. Discover how a customer-loyalty index and early warning indicators allowed them to reach out to unhappy customers with new offers and better customer service.
Posted: 14 Mar 2016 | Published: 06 Oct 2014

IBM
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