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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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Frost & Sullivan: Are You Delivering Exceptional Customer Experience?
sponsored by Genesys
WHITE PAPER: Small and mid-sized businesses (SMBs) are in a unique position and have an advantage in customer experience compared with their larger competitors. Read this report from Frost & Sullivan to learn how to leverage this advantage.
Posted: 23 Mar 2017 | Published: 30 Dec 2016

Genesys

The Ultimate Guide to As-a-Service: Empowering Your Tech Solutions Business
sponsored by TechData - Connectwise
EBOOK: The "as-a-service" business model isn't all hype. Technology is cheaper, so now your clients are redirecting their spending toward utilizing your expertise. This e-book gives advice on every part of the process of adding new practice areas from business planning to client retention.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

TechData - Connectwise

10 Rules For An Efficient Contact Center
sponsored by West Corporation
WHITE PAPER: There are new rules emerging for your contact center. Cloud-based technology is shifting how things are done, but you must now streamline your skills and strategies for success. Learn 10 rules that will help you run a more efficient contact center in the wake of the shifting landscape.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

West Corporation

CX Executive's Agenda 2017: A Data-Driven Approach to Satisfying Customers
sponsored by OpenText
WHITE PAPER: In January 2017, analysts surveyed 124 organizations of various sizes and industries. Learn how to use a data-driven approach to alleviate the challenges impacting your ability to satisfy customers.
Posted: 22 Mar 2017 | Published: 28 Feb 2017

OpenText

Salesforce Health Cloud: Patient Relationships, Not Records
sponsored by Salesforce.com
DATA SHEET: In this brief data sheet, explore a run-down of features and benefits of Salesforce's new Health Cloud.
Posted: 22 Mar 2017 | Published: 22 Mar 2017

Salesforce.com

Lead with Customer Experience, and Efficiency Will Follow
sponsored by OpenText
WHITE PAPER: With advancements in technology and evolving customer needs, customer service is no longer an exercise in addressing existing issues. In this study, learn how to set the right objectives for customer service executives to determine their areas of focus.
Posted: 22 Mar 2017 | Published: 22 Mar 2017

OpenText

Why You Should be Delivering a Continuous Connected Digital Experience
sponsored by OpenText
WHITE PAPER: Learn how investing in a continuous digital experience can increase revenue, retention, and loyalty while improving departmental coordination.
Posted: 21 Mar 2017 | Published: 21 Mar 2017

OpenText

Converting The Customer Experience Into Revenue
sponsored by West Corporation
RESEARCH CONTENT: Good customer service means good business. In this research report, learn about the customer experience considerations at each stage of the buying cycle, from the moment consumers first become aware of your organization or a need for your products to generating loyalty to create repeat business.
Posted: 21 Mar 2017 | Published: 21 Mar 2017

West Corporation

Critical Innovations Driving Future Customer Experiences
sponsored by Avaya
WHITE PAPER: Customers are the lifeblood of any company, and it's the experiences that customers have with your company that's most important. With a changing digital world, you need to have an understanding of how to move forward with changing consumer needs. Learn the critical elements driving superior customer experiences that you should consider.
Posted: 15 Mar 2017 | Published: 01 Sep 2016

Avaya

Analysts Tackle Digital Transformation, CX Struggles
sponsored by Dell EMC and Intel®
EGUIDE: Learn about key issues impeding multinational organizations' efforts to achieve successful digital transformation strategies. Discover what The Economist Intelligence Unit (EIU) and analysts at Forrester have to say about overcoming barriers.
Posted: 09 Mar 2017 | Published: 06 Mar 2017

Dell EMC and Intel®

10 Trends Impacting Your Contact Center & How to Profit From Them
sponsored by Mitel Networks Limited
WHITE PAPER: Engaged consumers buy 90% more, spend 60% more, and are 5x more likely to pledge loyalty. Creating an optimal experience will affect how your customers view your business. If you're successful, you'll earn their loyalty. If you're not, they're gone. Inside, discover 10 contact center trends to turn into loyalty-building, profitable opportunities.
Posted: 09 Mar 2017 | Published: 09 Mar 2017

Mitel Networks Limited

How To Select The Right Web Experience Management Solution For Your Business
sponsored by OpenText
PRODUCT LITERATURE: Organizations need to digitally transform themselves in order to address the needs of the millennial generation (employees and consumers). A good way to start this process is with web experience management (WEM) tools, but which WEM platform capabilities should you consider? Access this comprehensive decision matrix to find out.
Posted: 06 Mar 2017 | Published: 08 Dec 2016

OpenText

How Content Technologies Shape The Total Digital Experience
sponsored by OpenText
EBOOK: A good digital experience matters in our customer-centric world. Whatever your business, digital content is the glue that engages customers. This e-book shares 4 real-life stories about weaving content technologies into valuable and promising digital experiences.
Posted: 06 Mar 2017 | Published: 01 Oct 2016

OpenText

Aberdeen Research Report: Managing The Customer Experience Across Multiple Channels
sponsored by OpenText
RESEARCH CONTENT: For many businesses, delivering consistent customer experiences across all channels remains a challenge. Inside this Aberdeen report, learn how aligning your business around the customer influences organizational success, and discover how top firms turn this challenge into a competitive advantage.
Posted: 06 Mar 2017 | Published: 01 Apr 2016

OpenText

6 Principle to Take Your MSP from Good to Great
sponsored by Solarwinds MSP
EBOOK: If you're not already providing this flawless MSP performance with predictable, reliable performance, then click inside this ebook and learn 6 principles that can turn any MSP from good to great.
Posted: 01 Mar 2017 | Published: 01 Mar 2017

Solarwinds MSP

Vodafone GmbH Enhanced Customer Experience Across Channels
sponsored by Genesys
CASE STUDY: Mobile phone network company, Vodafone GmbH, knew they needed to enhance their customer service. Previously, their communication channels operated in silos that caused customer frustration. Discover how Vodafone GmbH was able to accomplish this goal, and also enable a high-quality mobile app for their customers.
Posted: 23 Feb 2017 | Published: 23 Feb 2017

Genesys

Why Omnichannel Customer Engagement Is No Longer Optional
sponsored by Genesys
WHITE PAPER: Only a mere 7% of customers are extremely satisfied that brands provide a seamless, integrated customer experience across all channels, and omnichannel engagement nearly triples customer retentions. Judging by the numbers, omnichannel is no longer optional. Read this report to uncover how you can integrate omnichannel into your CRM system.
Posted: 23 Feb 2017 | Published: 23 Feb 2017

Genesys

Strategic Planning Tools for Contact Centers
sponsored by Genesys
WHITE PAPER: This white paper explores how to leverage contact center strategic planning tools to predict performance more accurately and provide comprehensive what-if analysis capabilities. Discover how to get key answers to tough operational questions so that you can react to change faster and with more agility.
Posted: 22 Feb 2017 | Published: 22 Feb 2017

Genesys

Linking the IT PMO to the Business: Establishing a Value Center
sponsored by Innotas by Planview
WHITE PAPER: Examine the value of linking IT projects with business to help realize innovative digital strategies for handling growth and customer satisfaction. Discover how to integrate IT and business strategies successfully and learn how to shift from a cost center to a value center to achieve greater relevance.
Posted: 22 Feb 2017 | Published: 31 Dec 2016

Innotas by Planview

Mobile DevOps: Keeping Your Company Ahead Of The Customer Competition
sponsored by Microsoft
WHITE PAPER: 40% of users are less likely to come back to a mobile app if it doesn't satisfy their needs. With such high stakes, your company can't afford to lose out. Luckily, DevOps for mobile apps can help you stay on top of user expectations. Discover how you can successfully use DevOps to retain high quality apps with automated testing.
Posted: 16 Feb 2017 | Published: 16 Feb 2017

Microsoft

Digital Transformation in Sales: Evolving the Art of Customer Engagement
sponsored by Microsoft
WHITE PAPER: Customer engagement is an integral part of a successful organization. And with that known knowledge, top-performing sales organizations are prioritizing digital transformation to unlock greater revenue growth. Read about how to digitally transform your sales organization successfully.
Posted: 15 Feb 2017 | Published: 15 Feb 2017

Microsoft

10 Trends Impacting Your Contact Center & How to Profit From Them
sponsored by Mitel Networks Limited
WHITE PAPER: Engaged consumers buy 90% more frequently and spend 60% more per transaction. Your ability to create the best customer experience determines how your customers view your business – and how much you profit. Discover the top 10 trends impacting your customer experience, and how you can turn them into loyalty-building profitable opportunities.
Posted: 24 Jan 2017 | Published: 24 Jan 2017

Mitel Networks Limited

The 8 Types of Questions Your Customers Ask Online
sponsored by [24]7
WHITE PAPER: Consumers want a one-stop shop for their customer service, but most companies fail to deliver this experience and live agents are expensive -- that's where virtual agents come in. Access this white paper to learn which 8 types of questions virtual agents can handle, how they boost conversion rates, and more.
Posted: 19 Jan 2017 | Published: 19 Jan 2017

[24]7

Customer Experience In The Digital Age: 5 Key Trends To Watch For
sponsored by [24]7
WHITE PAPER: Customer experience is becoming a major differentiator in an increasingly digital marketplace. Access this white paper to uncover the 5 key trends for improving customer experience this year, and how you can apply them to your organization.
Posted: 18 Jan 2017 | Published: 18 Jan 2017

[24]7

6 Ways Your EMR Is Coming Up Short and How CRM Can Help
sponsored by Microsoft
RESOURCE: Electronic medical records (EMRs) are great for documentation, but in a value-based care model, that's not enough. Access this infographic to learn 6 ways that customer relationship management (CRM) software is able to engage patients where EMRs don't deliver.
Posted: 27 Jan 2017 | Published: 30 Dec 2016

Microsoft
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