Customer Satisfaction White Papers ( User Satisfaction ) Software Downloads, Definition and Webcasts

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Feb 9, 2012

Business of Information Technology > Business Processes > Customer Service >
Customer Satisfaction
ALSO CALLED: User Satisfaction DEFINITION: A qualitative measure of performance as defined by customers, which meet their basic requirements and standards.
Customer Satisfaction Reports
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Top Eight Reasons to Upgrade Your Remote Support sponsored by LogMeIn, Inc. WHITE PAPER: Uncover the top eight reasons to upgrade our remote support to increase productivity and customer satisfaction. Posted: 09 Feb 2012 \| Published: 09 Feb 2012 TOPICS: Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Remote Access Software \| Remote Support Services \| Remote Users \| Smart Phones

The Hidden Costs of Using Free Tools for Helpdesk Support sponsored by LogMeIn, Inc. WHITE PAPER: Access this resource to learn why your “free” or legacy remote access and meeting tools for support could be costing you money without you knowing it. Posted: 09 Feb 2012 \| Published: 09 Feb 2012 TOPICS: Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Help Desks \| Remote Access Protocols \| Remote Access Software \| Remote Support Services \| Remote Users \| Smart Phones

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 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Social Networking \| Web 2.0

Tread carefully with social media-based customer loyalty programs sponsored by Infor CRM EGUIDE: Read this tip guide now to learn expert tips for interacting with your customers through Web 2.0. Posted: 08 Feb 2012 \| Published: 08 Feb 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Social Networking \| Web 2.0

Gartner: Social, mobile and analytics to push CRM through 2015 sponsored by Infor CRM EGUIDE: This tip guide from SearchCRM.com shares Gartner's expert insights on the fragmented social customer relationship management (CRM) market and how it will continue to evolve in the next three years. Posted: 08 Feb 2012 \| Published: 08 Feb 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Satisfaction \| Mobile CRM \| Social Networking \| Web 2.0

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: 08 Feb 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| CRM \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction

Through Engagement and Interaction, The LEGO Group Nurtures Loyalty Among Consumers sponsored by SAP America, Inc. CASE STUDY: Read this brief Bloomberg Businesweek case study to learn how The LEGO Group has leveraged organizational changes— including implementing loyalty management software from SAP that integrates with its SAP ERP and CRM platform— to achieve a high level of consumer interaction and improve its customer experience. Posted: 07 Feb 2012 \| Published: 07 Feb 2012 TOPICS: Application Integration \| Brand Loyalty \| CRM \| Customer Data Integration \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| ERP \| Loyalty Programs \| SAP (Product)

The Customer Loyalty Conundrum sponsored by SAP America, Inc. WHITE PAPER: In 2011, Forrester Consulting conducted a study to find out how customer loyalty decision-makers define and execute customer loyalty. Read this study to find Forrester's analysis of how loyalty decision-makers currently use customer data, technology, and analytics to manage customer loyalty programs. Posted: 06 Feb 2012 \| Published: 06 Feb 2012 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Loyalty Programs

The power of Call Centers and Customer Loyalty sponsored by Infor CRM EGUIDE: Read this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty. Posted: 06 Feb 2012 \| Published: 06 Feb 2012 TOPICS: Call Center Management \| Contact Center Management \| Contact Centers \| CRM \| Customer Loyalty \| Customer Satisfaction \| Customer Service

BoldChat Whitepaper: Proactive Chat sponsored by LogMeIn, Inc. WHITE PAPER: If you are unfamiliar with proactive chat or already have proactive chat software and want to learn how to make the most of it, then check out this white paper to gain a strong understanding. Posted: 06 Feb 2012 \| Published: 06 Feb 2012 TOPICS: CRM \| CRM Software \| Customer Satisfaction \| Customer Service \| Web 2.0

Customers, Not Cars Now Drive Auto Importer’s Strategy sponsored by SAP America, Inc. CASE STUDY: Read this Bloomberg Businessweek case study to learn how Israeli auto importer Colmobil Corp. changed its entire organizational structure and business processes, and, as part of the transformation, overhauled its legacy technology infrastructure to improve its customers' experiences and create business growth. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Satisfaction \| ERP \| Systems Integration

The Effectiveness of Live Chat: A Research Study sponsored by LogMeIn, Inc. WHITE PAPER: Learn more about the effectiveness of and customer's thoughts about live chat technology from the results of this survey. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Email \| Internet \| Internet Chat \| Internet Consumer Services

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 TOPICS: CRM \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Support Software \| Help Desk Software \| Help Desks \| Mobile Device Management \| Remote Access Software \| Smart Phones \| Tablet PC

Protect Your Customer Base by Ensuring the Best Customer Experience sponsored by LogMeIn, Inc. WHITE PAPER: Access this whitepaper to learn more about the changing landscape for mobile devices and platforms, and how remote support can help improve customer service. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: Collaboration \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Mobile Device Management \| Smart Phones \| Tablet PC \| Telecommunications Networks \| Telecommunications Service Providers

Customer Experience Exchange E-Zine Issue 2 sponsored by SearchCRM EZINE: This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| CRM \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

The Inner Circle Guide to Speech Analytics sponsored by Calabrio, Inc. WHITE PAPER: Read this comprehensive paper to gain valuable information for getting the most out of a speech analytics system. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| Customer Data Integration \| Customer Satisfaction \| Customer Service \| Data Analytics

North American Contact Center Industry 2011: A Mid-Year Update and Forecast sponsored by Calabrio, Inc. WHITE PAPER: This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Smarter Commerce Manufacturing Interactive Guide sponsored by IBM VIRTUAL SEMINAR: Smarter commerce is designed to help companies better integrate and more effectively manage their value chains. It aligns the buy, market, sell and service processes in a way that puts the customer at the center of decisions and actions, which can lead to greater customer loyalty, revenue and profit margin growth. Posted: 30 Jan 2012 \| Premiered: 30 Jan 2012 TOPICS: CRM \| Customer Data Integration \| Customer Data Management \| Customer Satisfaction \| Customer Service \| Value Chain Integration \| Value Chain Management \| Value Chains

Yahoo, Amex talk up different customer service approaches sponsored by Infor CRM EGUIDE: Access this tip guide to learn how American Express and Yahoo Inc., have conquered customer service obstacles while also decreasing customer relationship management (CRM) budgets. Posted: 24 Jan 2012 \| Published: 24 Jan 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices

Experts say CEM technology can build single view of customer sponsored by Infor CRM EGUIDE: This tip guide from our editorial team features an article on overcoming single-view issues and how customer experience management (CEM) technologies are a valuable tool for this problem. Posted: 24 Jan 2012 \| Published: 24 Jan 2012 TOPICS: CRM \| CRM Analytics \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Satisfaction \| Customer Service

Case Study: For Ceridian, it Pays to Provide High-Quality Support sponsored by LogMeIn, Inc. CASE STUDY: Learn about a remote support system that can help your company maintain mission-critical systems while going through implementations, changes, or for everyday needs. Posted: 24 Jan 2012 \| Published: 24 Jan 2012 TOPICS: Customer Retention \| Customer Satisfaction \| Customer Service \| Network Management \| Network Security \| Networking \| Remote Access Hardware \| Remote Access Security \| Remote Access Software \| Remote Support Services \| Security

Drive Lifetime Customer Loyalty with Infor CRM Epiphany Interaction Advisor sponsored by Infor CRM VIDEO: Watch this video demo to learn about Infor CRM Epiphany Interaction Advisor, an all-in-one customer interaction system that provides you with valuable customer insight for enhanced interactions and increased customer loyalty. Posted: 20 Jan 2012 \| Premiered: 20 Jan 2012 TOPICS: CRM \| CRM Analytics Software \| Customer Data Integration \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Dashboards

Best Practices for Transforming to a Multi-Channel Contact Center sponsored by inContact WHITE PAPER: Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment. Posted: 20 Jan 2012 \| Published: 20 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Service \| Messaging Software \| Social Networking \| Web 2.0

Top 5 Ways to Make IVR Work For You and Your Customers sponsored by inContact WHITE PAPER: This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems. Posted: 20 Jan 2012 \| Published: 20 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| CRM Software \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| IVR

IBM solutions that offer real-time customer insights, integrate applications and build brand loyalty sponsored by IBM EBOOK: Want to know how the most successful companies deliver exceptional customer value? Do you know the best practices for using customer analytics? This e-book answers these questions and a lot more about winning trends and practices in customer relationship management (CRM). Posted: 17 Jan 2012 \| Published: 17 Jan 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Retention \| Customer Satisfaction

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