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Customer Retention

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DEFINITION: Techniques to maintain relationships with existing customers.
Customer RetentionReports
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Real-Life Examples of Dynamic Case Management in Action
sponsored by IBM
EBOOK: Dynamic case management (DCM) is helping countless organizations across various industries. By personalizing and catering each request, companies are more agile and adaptive. This expert resource discusses real-world examples of businesses that have implemented and are enjoying DCM.
Posted: 18 Sep 2014 | Published: 18 Sep 2014

IBM

Gartner Report: Predicts 2014: Customer Support and the Engaged Enterprise
sponsored by Genesys
WHITE PAPER: As customer experience is being elevated to a top-executive commitment, the customer engagement center/contact center is uniquely positioned to be at the epicenter of the customer experience revolution. Get this research note on Gartner predictions for 2014 and beyond.
Posted: 17 Sep 2014 | Published: 17 Sep 2014

Genesys

Analyst Report: Navigate the Future of Customer Service in 2014
sponsored by Genesys
WHITE PAPER: In the age of the customer, where customers own the relationship they have with companies, delivering customer service in-line with customer expectations becomes a strategic imperative.
Posted: 17 Sep 2014 | Published: 17 Sep 2014

Genesys

7 Drivers for Buying an Integrated Contact Center Suite
sponsored by Genesys
WHITE PAPER: 45% of customers reporting that better service options would have made a difference in their decision to switch away from a company. View this whitepaper now to discover 8 top tips on how to modernize, streamline, and simplify your contact center to keep up with customer expectations.
Posted: 16 Sep 2014 | Published: 16 Sep 2014

Genesys

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

Top Five Ways to Differentiate Your Mobile Customer Experience
sponsored by Genesys
WHITE PAPER: Uncover the many ways you can enhance customer experience through common interactions involving both existing and planned mobile applications and websites.
Posted: 15 Sep 2014 | Published: 15 Sep 2014

Genesys

Why 3G and 4G Cellular Networks Offer Benefits to Digital Signage
sponsored by CradlePoint
WHITE PAPER: As 3G and 4G cellular networks become more widespread, they offer businesses more opportunities to display digital signage in hard-to-reach locations and new markets. In this guide, you'll explore the key business advantages of cellular networks, and discover how to leverage digital signage in a variety of fields.
Posted: 12 Sep 2014 | Published: 31 Dec 2013

CradlePoint

Using Workload Management to Win Customer Loyalty at Stericycle
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

Everyone to Everyone Economy: Preparing for a Very Different Tomorrow
sponsored by IBM
WHITE PAPER: There is a paradigm shift from customer-centricity towards an everyone-to-everyone (E2E) economy. This informative research dives into this new E2E world, describing what companies can expect from the future and what they can do today to prepare.
Posted: 12 Sep 2014 | Published: 31 Dec 2013

IBM

Transforming Back Office Efficiency: Five Steps to Peak Performance
sponsored by Genesys
WHITE PAPER: Streamlining systems that handle customer requests behind the scenes is essential to preserving the client's experience and retaining their business. This informative white paper dives into the world of optimizing company systems to create efficiency in client requests.
Posted: 11 Sep 2014 | Published: 11 Sep 2014

Genesys

Key Performance Indicators in Today’s Contact Centers
sponsored by Genesys
ANALYST REPORT: Contact centers are no longer a hub for pumping out quick responses and sales in a record amount of time – they are incubators for a customer's relationship with a company. This analyst report discusses how key performance indicators (KPIs) are evolving.
Posted: 11 Sep 2014 | Published: 11 Sep 2014

Genesys

Reducing Customer Effort During Critical Mobile Touchpoints
sponsored by Genesys
EBOOK: Learn about the consequences of providing poor customer service and find out what you can do to steer your business away from that death trap.
Posted: 11 Sep 2014 | Published: 11 Sep 2014

Genesys

Customer experience consistency key to successful CRM
sponsored by TechTarget
RESOURCE: Customer service plays an integral role in business continuity, but in order to provide optimal customer satisfaction you need to access customer information and that takes integration, and a solid security plan. Take this brief survey and gain access to this guide showcasing a new realm of customer service that reaches far beyond the call center.
Posted: 08 Sep 2014 | Published: 18 Mar 2014

TechTarget

Drive Smarter Sales: The Future of Sales Force Automation and Mobile Selling
sponsored by Oracle Corporation
WEBCAST: Sales mobility has grown to more than a preference – remote employees are mandatory to stay ahead of increased competition and meet demands from customers. This webcast, hosted by Gartner analyst Rob Desisto, discusses sales force automation and mobile selling.
Posted: 08 Sep 2014 | Premiered: Sep 8, 2014

Oracle Corporation

Going Digital: How to Develop Technology to Attract and Retain Digital Customers
sponsored by Hewlett-Packard Limited
WEBCAST: Bryan Glick, Editor in Chief of Computer Weekly, sits down with Barry Maybank, Client Principal of the Digital Customer Experience at HP Enterprise Services, to discuss the drivers of going digital and how to take advantage of your customers becoming increasingly tech savvy.
Posted: 05 Sep 2014 | Premiered: Sep 5, 2014

Hewlett-Packard Limited

Oracle BigMachines CPQ Cloud: Thomson Reuter's Success
sponsored by Oracle Corporation
VIDEO: In this video case study, learn how Thomson Reuters harnessed the Oracle CPQ Cloud (Configure, Price, and Quote) to decrease their quote time from 3-7 days to 30 minutes by eliminating the need for manual quotes. And because the sales processes are in the cloud, they will scale as your business grows.
Posted: 03 Sep 2014 | Premiered: 11 Apr 2014

Oracle Corporation

Case Study: How a Leading U.K. Heating Contractor Increased Service and Reduced Costs
sponsored by Cisco
CASE STUDY: Robert Heath Heating needed a new approach to customer service. This case study analyses the solution Robert Heath Heating chose, and the results they saw because of it.
Posted: 03 Sep 2014 | Published: 31 Dec 2013

Cisco

The Four Pillars of Effortless Service
sponsored by Salesforce
WHITE PAPER: Providing an effortless service experience is essential to success, though many enterprises struggle with where to begin. This essential resource breaks down the implementation of effortless service into 4 clear steps. View now to find out how to boost your customer retention by providing legendary service.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

How to Build a Successful Customer Engagement Center
sponsored by Salesforce
WHITE PAPER: Customers demand service on their terms – an experience that requires minimal effort and to find a solution easily. View this essential resource now to understand the 5 steps to a successful customer engagement center, and if building a CEC is the right choice for your business.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

Five Ways to Drive Revenue with Customer Service
sponsored by Salesforce
WHITE PAPER: Companies need to maintain flawless customer service to retain business, but many do not know where to start. This informative resource provides 5 ways to drive revenue with exemplary customer service.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

Customer Service - Beyond the Call Center
sponsored by Salesforce
WHITE PAPER: 61% of customers preferring assistance over the phone and 60% over email, so many companies are looking to contact centers for service solutions. This white paper breaks down the essentials of contact centers into key topics, such as understanding the modern customer and defining customer service without a call center.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

Top 10 Ways to Use Help Desk to Build Your MSP Business
sponsored by N-able Technologies
WHITE PAPER: This informative resource provides 10 helpful suggestions for building a successful MSP business, starting with the help desk.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

N-able Technologies

Five Ways to Make Service Easy for Today's Customers
sponsored by Salesforce
WHITE PAPER: Customers now expect your company to solve their issues quickly and give them the capability to find solutions easily on their own. This informative resource gives 5 ways to make service easy for today's customers.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

Salesforce

Five Advantages of Mobile for Customer Service
sponsored by Salesforce
WHITE PAPER: Customers expect a seamless experience, regardless of where reps are located – making mobile more essential than ever. This whitepaper considers 5 reasons why mobile should be part of your service strategy.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

Salesforce

MAP and Optimize Your Customer Journey
sponsored by IBM
WHITE PAPER: Uncover the 4 steps to identifying what your customer journey looks like today, pinpoint areas of struggle and develop a strategy for optimizing the customer journey in the future.
Posted: 26 Aug 2014 | Published: 31 Jan 2014

IBM
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