Customer Satisfaction

WHITE PAPER: Many contact centers can't keep up with the demands of the "Consumer 2.0" due to outdated technologies and inefficient call center staffing. In this resource, discover how a workforce optimization strategy can help you improve customer experience and reduce cost per interaction.

Posted: 24 May 2013 | Published: 31 Mar 2013

CASE STUDY: Cellular One relied on inefficient technologies that required too much manual labor and resulted in sub-par customer interactions. In this case study, discover how they leveraged a single-platform strategy to drastically enhance their customer experience by combining workforce, quality and performance management capabilities with CRM technology.

Posted: 23 May 2013 | Published: 30 Apr 2013

WHITE PAPER: Customers are demanding high levels of service from a variety of new channels - channels that bring both risk and opportunity for CRM. This helpful whitepaper outlines the key capabilities of a next-generation contact center and explores the various tools you should consider for supporting a collaborative CRM initiative.

Posted: 23 May 2013 | Published: 31 Mar 2013

WEBCAST: In this video case study, learn how the right e-learning strategy allowed luxury merchandise company Neiman Marcus to equip its workforce with the training and tools it needed to drive greater productivity, better customer support, and more.

Posted: 22 May 2013 | Premiered: May 22, 2013

EGUIDE: Consult this expert E-guide to learn more about the roles and users of Web content management (WCM.) Analysts discuss the convergence of core WCM capabilities as content becomes more personalized, more mobile and reaches more customers.

Posted: 22 May 2013 | Published: 22 May 2013

WHITE PAPER: Creating meaningful relationships with your customers is one of the keys to success. Before the widespread adoption of digital communication, the resources and tools were often limited to sustain and improve these relationships. Consult this white paper to learn more about how digital communication creates new opportunities for businesses.

Posted: 21 May 2013 | Published: 21 May 2013

EBOOK: Mobile applications are quickly becoming the most common way customers interact with businesses, and can often make or break a customer's experience. In this expert e-book, explore what customers expect from mobile applications and discover the technologies and practices you'll need to create useful, engaging mobile apps.

Posted: 20 May 2013 | Published: 20 May 2013

WEBCAST: This brief video explores how high fashion brand Valentino improved its customer relations by developing and implementing a set of fully-integrated mobile apps. Watch now to discover the new technologies that supported Valentino's CRM initiatives.

Posted: 20 May 2013 | Premiered: May 20, 2013

WHITE PAPER: This in-depth Forrester report explores how major companies across the globe are approaching the integration of new customer engagement technologies and what they are doing to surpass customer expectations.

Posted: 17 May 2013 | Published: 30 Apr 2013

WHITE PAPER: Delivering a stellar web experience has only become more complex in recent years, as customers visit websites not only from PCs, but from a variety of mobile devices. Access this helpful report to learn why new devices, networks, and consumer habits are transforming the web experience and how you can adapt.

Posted: 16 May 2013 | Published: 22 Jan 2013

CASE STUDY: In this case study, learn how the premier financial services membership group American Bankers Association (ABA) was able to empower its workforce, streamline learning and course delivery, cut costs, and more by using a single, integrated cloud platform.

Posted: 16 May 2013 | Published: 31 Dec 2012

WHITE PAPER: This quick resource explains what unified communications (UC) is – hint, it's not one solution but rather a set of tools – and the real benefits you can enjoy after a successful implementation.

Posted: 16 May 2013 | Published: 16 May 2013

WEBCAST: This in-depth webcast explores how utility companies can leverage SAP mobility tools to streamline business operations, get real-time access to their product and enterprise data from anywhere, and give their customers the support they need online, at any time.

Posted: 09 May 2013 | Premiered: May 9, 2013

WHITE PAPER: The relationship a business has with its customers is integral to its success. Recently, the way customers relate to organizations has changed dramatically because of new technologies and expectations. Consult this white paper to learn more about how you can streamline your processes and improve your customer relationship with the changing trends.

Posted: 09 May 2013 | Published: 09 May 2013

EGUIDE: This expert e-guide provides an in-depth look at how to leverage social media, customer data and analytics to achieve a unified vision of your customer and better anticipate their needs.

Posted: 09 May 2013 | Published: 09 May 2013

WHITE PAPER: This insightful resources explores the changing landscape of email marketing and explains why customer engagement, rather than permissions, is the most valuable asset you have for effective customer relationship management and successful marketing campaigns.

Posted: 08 May 2013 | Published: 31 Dec 2012

WHITE PAPER: Many organizations send out millions of emails each day, but unless you manage your email efforts correctly, you might be draining resources and frustrating your customer base. This white paper counts down four tips to help you get it right.

Posted: 08 May 2013 | Published: 31 Dec 2012

EVENT: Attend the Smarter Commerce Global Summit to gain insights into how to create strong customer experiences across channels.

Posted: 08 May 2013 | Published: 21 May 2013

WHITE PAPER: Consult this resource to learn how greater visibility into the supply chain can help you effectively combat efficiency and performance challenges and pave the way for business success.

Posted: 07 May 2013 | Published: 31 Jul 2011

WHITE PAPER: This resource counts down five IT-specific tips that will help you ensure your content management system (CMS) project is a success, allowing your organization to deliver a high-quality, dependable, and consistent user experience.

Posted: 03 May 2013 | Published: 31 Dec 2011

CASE STUDY: This brief case study illustrates how Tommy Bahama, a men's and women's lifestyle retailer, developed a better understanding of customers, improved cultivation of their customer data, and implemented more customer-focused outreach thanks to a CRM interaction management system.

Posted: 03 May 2013 | Published: 31 Dec 2012

WHITE PAPER: This resource counts down six strategic guidelines that will help you plan a dependable and developer-friendly content management system (CMS) project and deliver a consistent, high-quality user experience.

Posted: 03 May 2013 | Published: 31 Dec 2011

WHITE PAPER: This resource examines the crucial role that content management systems (CMSs) play in delivering a personalized customer experience, and outlines key factors that your organization should consider in order to make the CMS selection process a success.

Posted: 02 May 2013 | Published: 31 Dec 2012

WHITE PAPER: Content management systems (CMSs) now play a critical role in delivering an excellent customer experience. This resource highlights the key criteria you should consider when selecting a CMS to ensure interoperability with the rest of your customer experience management tools.

Posted: 02 May 2013 | Published: 02 May 2013

CASE STUDY: Providing your customers with accurate, timely, pertinent information is the cornerstone of success for any client-based business. Check out this brief case study to lean how Navy Federal Credit Union implemented a cross-servicing platform to monitor customer interactions and provide more relevant services and information to their clients.

Posted: 01 May 2013 | Published: 31 Dec 2012