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Customer Retention

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DEFINITION: Techniques to maintain relationships with existing customers.
Customer Retention Reports
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Marketing strategies to improve customer understanding
sponsored by SearchCRM
EGUIDE: In our customer-centric market, the voice of the consumer is having a major effect on day-to-day business decisions. This expert e-guide reveals tips and advice to help readers utilize marketing strategies to best improve the customer experience and understanding.
Posted: 19 Jun 2012 | Published: 19 Jun 2012

SearchCRM

SearchCRM.com E-Guide: Optimizing the customer experience with CRM
sponsored by SearchCRM
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

SearchCRM

How Luxury Brands Can Reach The Growing Market in China - Presentation transcript
sponsored by CDNetworks
PRESENTATION TRANSCRIPT: This presentation transcript explains how your business can leverage a global content delivery network (CDN) to increase application performance and deliver reliable ecommerce services to customers across the globe.
Posted: 31 Jul 2012 | Published: 21 Jun 2012

CDNetworks

Staples Case Study
sponsored by IBM
CASE STUDY: Staples set the bar for the office superstore when it first opened its doors in 1986. It now has the second-largest Internet retail revenue in the world with $10.2 billion in 2010 sales, 43% of the company's total revenue. This paper details how Staples delivered a much more personalized shopping experience to its online customers.
Posted: 25 Jul 2012 | Published: 21 Sep 2011

IBM

The mini-guide to social customer service
sponsored by Salesforce.com
WHITE PAPER: Social media has fundamentally changed the world of customer service. This comprehensive guide outlines the keys to success to realize your social customer service potential. Learn why actively engaging with customers is imperative, 4 vital customer services areas to focus on, and more.
Posted: 23 Jul 2012 | Published: 01 Jul 2012

Salesforce.com

Smarter Commerce for Consumer Products
sponsored by IBM
WHITE PAPER: The connected customer is changing the way you must conduct business. In order to comply with your customers' demands, you must change the way your products are sourced, manufactured and distributed. Smarter commerce enables this, allowing you to transform how quickly you can manage and adapt your source, market, sell and service processes.
Posted: 18 Jul 2012 | Published: 16 Nov 2011

IBM

Gartner Magic Quadrant reveals fragmented social CRM market
sponsored by Infor CRM
EGUIDE: This tip guide provides you with Gartner's expert insights into this fragmented social CRM market and predictions for the future of social CRM from their 2011 Magic Quadrant for Social CRM.
Posted: 07 Jul 2012 | Published: 08 Feb 2012

Infor CRM

Social Customer Service: The Pivotal Driver of the Social Enterprise
sponsored by LiveOps
WHITE PAPER: Read this paper to see how you can maximize your customer relationship management efforts through social customer service and foster brand loyalty, higher customer lifetime value, enhanced customer experience, and higher revenues.
Posted: 06 Jul 2012 | Published: 06 Jul 2012

LiveOps

A smarter approach to CRM: An IBM perspective
sponsored by IBM
WHITE PAPER: With instant access to information, customers expect a purchase experience that matches the ease and speed of the information-gathering experience. Read this white paper, created in collaboration with Frost & Sullivan, to see how a customer relationship management (CRM) solution can help you respond on the customers' terms.
Posted: 05 Jul 2012 | Published: 15 Feb 2012

IBM

Social Media Feedback for Hospitality: Help Every Location Protects its Online Reputation
sponsored by Medallia
WHITE PAPER: The feedback from social media can allow your business to demonstrate value to customers which will ultimately result in customer loyalty and higher revenues. Read this paper to learn how to join customer experience and social media feedback to eliminate customer pain points in a single reporting application.
Posted: 03 Jul 2012 | Published: 03 Jul 2012

Medallia

Social Media and Loyalty: Four Customer Success Stories
sponsored by Medallia
WHITE PAPER: Review this brief resource to learn the details of a CRM strategy that boasts the ability to increase online review scores, enhance referral marketing practices, build a loyal social community, and more. Read through 4 customer success stories and discover how they leveraged this tool to generate more business.
Posted: 28 Jun 2012 | Published: 01 Jun 2012

Medallia

What If Any Agent Could Take Any Call?
sponsored by KANA
WHITE PAPER: Good customer service involves leveraging policies, people, and technology to answer customer questions and solve problems with accuracy, speed, and consistency. Check out this paper for tips on how to relieve customer service pain points and get your agents able to answer calls with ease, and keep customers coming back time and time again.
Posted: 22 Jun 2012 | Published: 22 Jun 2012

KANA

Will Your Customers Really Wait for You to Get Service Experience Right?
sponsored by KANA
WHITE PAPER: In order to prosper in today’s challenging environment, delivering high quality customer service is critical. This paper outlines an approach to building a solid customer service strategy and addresses common challenges as well as tips for avoiding and overcoming pitfalls.
Posted: 21 Jun 2012 | Published: 21 Jun 2012

KANA

E-Guide: Implementing a CRM Strategy to improve the customer experience
sponsored by SAP America, Inc.
EGUIDE: This expert e-guide highlights the need for a unified customer information hub to improve the quality, consistency and availability of customer data by detailing how one cement manufacturer implemented a successful customer experience initiative. Gain insight into the findings of a recent survey of top CRM challenges faced by today's businesses.
Posted: 12 Jun 2012 | Published: 12 Jun 2012

SAP America, Inc.

Business Case for Integrated Unified Communications and Contact Center Solution
sponsored by ShoreTel - OLD
WHITE PAPER: In this whitepaper, discover how using unified communications (UC) in your contact center can help you increase effective communications between employees and clients, which will improve your customer satisfaction, retention, and loyalty rates.
Posted: 08 Jun 2012 | Published: 30 Jun 2010

ShoreTel - OLD

Service. Smarter. Redefining commerce in the age of the customer
sponsored by IBM
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: 01 May 2012

IBM

Netherlands Railways uses optimization to grow ridership with minimum congestion and maximum efficiency
sponsored by IBM
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: 01 May 2012

IBM

Buy. Smarter. Redefining commerce in the age of the customer
sponsored by IBM
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: 01 May 2012

IBM

Customer Experience Exchange E-Zine: Taking a swing at social CRM
sponsored by SearchCRM
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

SearchCRM

What if There Were a Better Class of Cloud?
sponsored by Alcatel-Lucent Enterprise
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

Alcatel-Lucent Enterprise

Best practices for web experience management
sponsored by OpenText
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

OpenText

Deliver a Superior Cross-Channel Commerce Experience
sponsored by Oracle Corporation
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

Oracle Corporation

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

Infor CRM

Apply the power of CRM to build customer loyalty
sponsored by Infor CRM
EGUIDE: This tip guide comes straight from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Read on to learn how to utilize today's technologies for enhancing customer relationship management (CRM) strategies.
Posted: 08 Feb 2012 | Published: 07 Feb 2012

Infor CRM

Best Practices for Mobile Device Support
sponsored by LogMeIn, Inc.
WHITE PAPER: Access today’s whitepaper to learn more about the best practices for mobile devices support and a solution that can help you make your mobile support be better – and smarter.
Posted: 01 Feb 2012 | Published: 01 Feb 2012

LogMeIn, Inc.
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