Customer Retention

WHITE PAPER: Access this white paper to discover how a better, smarter approach to commerce can eliminate the potential for unhappy customers and improve your reputation and brand. In today’s highly competitive marketplace, ensuring your customers are satisfied with your services is worth the extra effort.

Posted: 21 May 2012 | Published: 21 May 2012

CASE STUDY: Access this exclusive case study to gain insight on how Netherlands Railways, the nation's largest and Europe's busiest, was able to save € 20 million annually by crafting an optimized operating plan that improves service quality, reduces costs, and provides guidance for future infrastructure investments.

Posted: 18 May 2012 | Published: 18 May 2012

WHITE PAPER: Access this white paper to discover a smart approach to commerce. In this era of the empowered consumer, customer relationship management is a vital to your enterprises success. Discover a smarter commerce strategy that enables you to reduce, or avoid, the potential for unsatisfied customers.

Posted: 18 May 2012 | Published: 18 May 2012

CASE STUDY: USA Technologies sought a solution that offered better QA and testing to meet the expanding demand of transactions at its 48,000 point-of-sale, cashless micro-transaction machines. This paper outlines the solution it chose and how it offers an automated software load and elevated performance testing. Read this to learn more about its benefits.

Posted: 17 May 2012 | Published: 17 May 2012

EZINE: This edition of the CEM e-zine examines the role social media can play in your company. Learn how Major League Baseball is capitalizing on this revolution to fill its stands even during the darkest of times of the season, why Pinterest is such a success and how Dell measures it's social media success by tracking 22,000 daily online comments.

Posted: 16 May 2012 | Published: 16 May 2012

PRESENTATION TRANSCRIPT: The Carrier Cloud is a superior class of public cloud services, which serves customers better and enables MSPs to further leverage the cloud for their own business benefits.

Posted: 15 May 2012 | Published: 15 May 2012

EGUIDE: This expert e-guide provides insight on customer experience management, how to build it, and why companies are no longer focusing on cloud v. on-premise for CRM solutions.

Posted: 09 May 2012 | Published: 09 May 2012

WEBCAST: Uncover the details about the Carrier Cloud: A better class of public cloud services that will serve customers better and also further enable MSPs to exploit the cloud for their own business benefits.

Posted: 07 May 2012 | Premiered: 07 May 2012

WHITE PAPER: Read this paper to learn how the changing face of customer loyalty is affecting retailers now and in the future. Learn how to gain advantage from more adept use of technology and data, and the importance of effective customer insight to stay attuned to fast-changing customer behavior and sentiments.

Posted: 27 Apr 2012 | Published: 27 Apr 2012

WHITE PAPER: This white paper takes a look at speech analytics and how companies are using cloud-based solutions to transform customer conversations into business insight.

Posted: 25 Apr 2012 | Published: 25 Apr 2012

WHITE PAPER: This paper outlines the five fundamentals for a successful FCR program.

Posted: 25 Apr 2012 | Published: 25 Apr 2012

CASE STUDY: The Cincinnati Zoo is a shining example of how analytics and business intelligence (BI) can be used to derive valuable insight on your customers and turn it into smarter and better decisions. This case study shows how the zoo capitalized on a BI and analytics platform to increase revenue across all facets of its operation.

Posted: 19 Apr 2012 | Published: 19 Apr 2012

WHITE PAPER: Analytics offer insight and can help you make better, smarter decisions - both of which can enable positive customer experiences. In today's wide-open business environment, customers have plenty to choose from. This paper explains why using analytics to your advantage is key to fostering successful customer relationships.

Posted: 19 Apr 2012 | Published: 19 Apr 2012

WEBCAST: This webcast discusses how to understand customer perspective, increase customer lifetime value, and ultimately maximize the value of customer experience management (CEM).

Posted: 02 Apr 2012 | Premiered: 02 Apr 2012

ANALYST REPORT: Access this useful paper to discover how you can use multi-channel marketing to target the right customer with the right content at the right time.

Posted: 29 Mar 2012 | Published: 29 Mar 2012

EGUIDE: In this expert e-guide, readers will learn best practices for allocating resources for CEM and tips for taking an employee-centric approach to CEM.

Posted: 27 Mar 2012 | Published: 27 Mar 2012

ANALYST REPORT: This report highlights industry best practices for establishing and nurturing CEM programs that delight customers while improving overall business results.

Posted: 27 Mar 2012 | Published: 27 Mar 2012

WHITE PAPER: Read this paper to learn how to leverage location analytics to solve your sales, customer relationship management (CRM), and marketing challenges. Combining business intelligence (BI) data with cartographic tools can reveal hidden information and make sense out of the chaos of your data.

Posted: 23 Mar 2012 | Published: 23 Mar 2012

CASE STUDY: This case study provides insight into a business products company that needed to find a way to integrate their e-commerce strategy with their existing enterprise resource planning (ERP) system. Learn how they were able to seamlessly manage their order statuses, histories, customer items, and more alongside their ERP software.

Posted: 20 Mar 2012 | Published: 20 Mar 2012

WHITE PAPER: By exploiting the disruptive forces and trends discussed in this resource, you will be able to transform the customer experience, improve the customer’s sentiment about your organization, and turn customers into advocates.

Posted: 09 Mar 2012 | Published: 09 Mar 2012

WHITE PAPER: With the right intelligence and personal information, there are plenty of new opportunities for you to provide superior experience and maximize the opportunity of every customer touch point. This paper shares actionable strategies needed to deliver personalized and relevant content, based on a variety of factors.

Posted: 01 Mar 2012 | Published: 01 Mar 2012

WHITE PAPER: There is a new customer with which every online business must contend. Armed and empowered, they are leveraging a multitude of channels and a myriad of devices to stay “connected” to their favorite sites. What makes the connected customer tick? Find out in this paper by Lauren Freedman of the e-tailing group.

Posted: 01 Mar 2012 | Published: 01 Mar 2012

WEBCAST: Having a functional communications system is imperative to delivering outstanding customer service and achieving operational efficiency. When it comes to AAA Mid-Atlantic, they want to be sure their customers get the best service possible.

Posted: 14 Feb 2012 | Premiered: 14 Feb 2012

CASE STUDY: Having a functional communications system is imperative to deliver outstanding customer service and achieve great operational efficiencies.

Posted: 10 Feb 2012 | Published: 10 Feb 2012

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