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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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Case Study: Norwegian Cruise Line Success Story
sponsored by Catchpoint Systems Inc.
CASE STUDY: One major company saw a 60-70% reduction in the amount of time that they spend on diagnosing problems. Learn how Norwegian Cruise Line Holdings used an end-user experience management (EUM) tool to overcome several challenges and realize significant benefits in availability, time efficiency, and more.
Posted: 20 Sep 2016 | Published: 20 Sep 2016

Catchpoint Systems Inc.

Get Started with CA App Experience Analytics Trial
sponsored by CA Technologies
PRODUCT DEMO: Fix crashes, boost performance, and get to know your users. Start your free trial of CA App Experience Analytics today to get a complete view of customer experience across web, mobile and wearable devices.
Posted: 13 Sep 2016 | Premiered: 29 Jul 2016

CA Technologies

Application Performance Management Platform Helps Global Company Increase Sales and Improve Customer Experience
sponsored by CA Technologies
CASE STUDY: Applications with lacking performance can negatively impact customer satisfaction and sales. This case study details how one global telecommunications company was able to optimize their app performance and deliver the online experience expected by today's increasingly connected customers.
Posted: 12 Sep 2016 | Published: 29 Jul 2016

CA Technologies

Maximizing Moments of Truth: Optimizing Customer Interactions
sponsored by SAS
WHITE PAPER: The following resource reveals the 5 types of customer data you should be collecting and analytics strategies that automate marketing campaigns, optimize customer engagement, and more.
Posted: 07 Sep 2016 | Published: 07 Sep 2016

SAS

Keep Them Coming Back: Your Guide to Building Customer Loyalty with Analytics
sponsored by SAS
WHITE PAPER: The following is a comprehensive resource for building better customer loyalty, getting better insights about your customers, and more. Uncover various firsthand accounts of challenges and opportunities companies faced in their customer data journeys, complete with steps on how to improve.
Posted: 06 Sep 2016 | Published: 06 Sep 2016

SAS

CRM Survival Guide
sponsored by bpm'online
EGUIDE: As with anything, it is important to start off your CRM initiative on the right foot. The only way to do that is by understanding everything this technology has to offer. From common features to the latest trends, this comprehensive guide breaks down everything you need in order to get started with CRM.
Posted: 31 Aug 2016 | Published: 29 Aug 2016

bpm'online

How to Determine the Best CRM Software for Your Organization
sponsored by bpm'online
EGUIDE: It's no secret that CRM enables you to better serve your customers, thus boosting retention rates. However, you need to ensure that the CRM tool you invest in is the best fit for your organization. In this expert guide, compare features and functionalities of 11 leading market vendors, and receive an overview of the latest CRM trends.
Posted: 30 Aug 2016 | Published: 29 Aug 2016

bpm'online

Infor CRM Customers will keep coming back
sponsored by Infor
WHITE PAPER: If you already have a CRM solution, there's a good chance that you are not taking full advantage of it. Many CRM strategies are failing to meet their full potential. Access this infographic to discover how to patch the holes in your CRM strategy.
Posted: 24 Aug 2016 | Published: 24 Aug 2016

Infor

85% of Customers are Dissatisfied with the Authentication Process
sponsored by NICE Systems, Inc
WHITE PAPER: This infographic reveals what you can do to reduce the burden of authentication for your customers. Learn how to prevent fraud in your contact center, while minimizing interrogation and saving money on every call.
Posted: 24 Aug 2016 | Published: 24 Aug 2016

NICE Systems, Inc

How to Overcome Customer Experience Challenges with Key Best Practices
sponsored by NICE Systems, Inc
WHITE PAPER: Organizations often state that one of the main reasons their customer experience initiatives don't lead to action is because they lack clear direction. Learn how to overcome common customer experience challenges by leveraging three key necessary actions.
Posted: 22 Aug 2016 | Published: 22 Aug 2016

NICE Systems, Inc

Interaction Analytics: Go Beyond Standard Data Gathering & Analyze a Wider Range of Sources
sponsored by NICE Systems, Inc
WHITE PAPER: This infographic defines interaction analytics and how it goes beyond standard data gathering to analyze a wider range of sources including audio, chat, surveys, and social media. Learn how companies like Morgan Stanley, GoDaddy, and eBay use this solution to lower costs and increase sales.
Posted: 19 Aug 2016 | Published: 01 Jul 2016

NICE Systems, Inc

Demonstrations: How To Deliver Superior Customer Interactions
sponsored by IBM
RESOURCE CENTER: Your customer service reps need to be able to engage customers in real-time with a coordinated response across all channels. These demonstrations show how to effectively engage with and respond to customers, accelerate onboarding, cut costs and improve service, and handle customer complaints before they become public.
Posted: 15 Aug 2016 | Published: 22 Jul 2016

IBM

The Key to Improving Customer Experience and Decreasing Disloyalty
sponsored by [24]7 Customer, Inc.
WHITE PAPER: Providing customers with a "delightful" experience has become a focus for business differentiation. It's garnered a lot of attention, but is it actually worthwhile? Discover the key to improving customer loyalty and 8 questions that are essential to decreasing disloyalty through reducing customer effort.
Posted: 10 Aug 2016 | Published: 10 Aug 2016

[24]7 Customer, Inc.

Network Optimizations to Deliver Rich, Dynamically Generated Content
sponsored by Akamai
WHITE PAPER: Online shoppers want entertainment, personalization, and instant gratification. While this is possible, it usually means slow page downloads. Discover how to deliver on customer expectations without damaging the experience or your brand's reputation.
Posted: 10 Aug 2016 | Published: 31 Jul 2014

Akamai

Improving CDN Performance
sponsored by Catchpoint Systems Inc.
CASE STUDY: Content delivery networks (CDNs) need to ensure they provide speed and performance at the core of everything they do. Discover how a world-leading CDN was able to isolate and improve on 5 major components of their performance to provide the best service possible.
Posted: 05 Aug 2016 | Published: 05 Aug 2016

Catchpoint Systems Inc.

Harness Content to Deliver a Superior Customer Experience
sponsored by IBM
MICROSITE: While you may have all the content your employees need, it isn't always easy for them to find what they're looking for when they need it. Browse this resource center to learn how you can enable employees to get what they need in order to make the right decisions, work efficiently, and drive results.
Posted: 27 Jul 2016 | Published: 27 Jul 2016

IBM

Relying on Paper Processes? How to Upgrade Your Content to Stand Apart
sponsored by IBM
WHITE PAPER: 23% of companies still haven't achieved any paper-free processes. Is your company relying too much on outdated paper processes? Read this white paper to learn how to reduce your reliance on paper and speed up your processes to improve customer experience.
Posted: 27 Jul 2016 | Published: 27 Jul 2016

IBM

The Definitive Guide to Engaging Email Marketing
sponsored by Marketo
WHITE PAPER: Generic emails are a good way to alienate potential leads. Email marketing needs to be as engaging as possible in a market which bombards customers on a daily basis. Access this comphrensive guide to create the most engaging email marketing strategy possible.
Posted: 27 Jul 2016 | Published: 27 Jul 2016

Marketo

Customer Marketing: How to Keep Your Customers Coming Back for More
sponsored by Marketo
EBOOK: Customer retention is more important than ever. This e-book will explore what customer marketing entails and the value of developing a solid strategy around it. Learn how to implement a customer marketing strategy for your organization.
Posted: 22 Jul 2016 | Published: 22 Jul 2016

Marketo

A New Direction for IT User Support: Enabling An Omnichannel Experience in the Cognitive Era
sponsored by IBM
WHITE PAPER: This white paper describes omnichannel IT support, and why it has become critical for a superior personalized user experience. Explore ways you can begin incorporating this more cognitive strategy into your IT support organizations.
Posted: 02 Sep 2016 | Published: 29 Feb 2016

IBM

How an Entertainment Company Improved Marketing with Advanced Analytics
sponsored by Intel Corporation
VIDEO: This brief video explores how Caesars Entertainment, a large and geographically diverse casino company, handled the influx of large unstructured data types. Find out how they updated their analytics strategy to adapt to changing customer needs, create stronger marketing campaigns, and improve overall customer experiences.
Posted: 26 Aug 2016 | Premiered: 26 Aug 2016

Intel Corporation

Benchmark Your Omnichannel Customer Service Readiness
sponsored by Genesys
WEBCAST: Omnichannel customer service is the new norm in our mobile-first world. This webcast will help you determine where your omnichannel presence stands, where to go, and figure out how much value this adds to your business.
Posted: 22 Aug 2016 | Premiered: Sep 14, 2016

Genesys

Social Media Monitoring Long on Promise, Short on Results
sponsored by SearchContentManagement
EBOOK: Every company knows that social media holds great insight into customer desires, but many are failing. This handbook on social media monitoring identifies some of the difficulties and provides suggestions on converting raw data into actionable information to successfully engage audiences, identify prospects and enhance brand awareness.
Posted: 03 Aug 2016 | Published: 04 Aug 2016

SearchContentManagement

Service Cloud Brings Intuitive UI to Customer Service and Support
sponsored by Salesforce.com
EGUIDE: Call center agents need to be able to access customer account information, but historically they have struggled to do so. In this guide, explore how Service Cloud can help you streamline your agents' access to critical customer information, and how the platform's UI and Lightning development architecture play large roles in that.
Posted: 21 Jul 2016 | Published: 19 Jul 2016

Salesforce.com

Improving Omnichannel Customer Service with Salesforce IoT Cloud
sponsored by Salesforce.com
EGUIDE: Read our interview with Larry Robinson, senior VP of product management for the Service Cloud at Salesforce, in which he discusses the importance of creating a solid customer experience and agent productivity. He also talks about how Salesforce expects to deliver that with Salesforce IoT Cloud.
Posted: 20 Jul 2016 | Published: 19 Jul 2016

Salesforce.com
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