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Customer Satisfaction

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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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Reducing Web Image Complexity in a Responsive World
sponsored by Akamai
RESOURCE: Customer expectations are going to keep growing, so delivering a seamless web experience keeps becoming more expensive and complex. The primary challenge is delivering high performance is images. Learn about how cloud image management tool helps streamline operational efficiency, optimizes images for any device, and much more.
Posted: 23 Sep 2016 | Published: 31 Dec 2015

Akamai

Deflection, Defined and Measured
sponsored by Coveo
WHITE PAPER: Deflection is difficult to define for most organizations, but it is becoming a necessity to keep up with customer expectations. Learn about the different types of deflection and how to define it for your organization's needs.
Posted: 23 Sep 2016 | Published: 23 Sep 2016

Coveo

Intelligent Image Manager
sponsored by Akamai
WHITE PAPER: Website image quality is linked to customer engagement levels, but heavy images tend to slow down web performance. Learn about a cloud-based image management tool that automatically makes adjustments to images to optimize customer experience for each end user and device.
Posted: 23 Sep 2016 | Published: 31 Aug 2016

Akamai

Scaling the Great Wall
sponsored by Catchpoint Systems Inc.
EBOOK: 22% of the world's web users live in China, representing the largest eCommerce market, but it poses several problems. Access this e-book to learn about the unique challenges facing Internet content providers looking to expand their presence in the Chinese market.
Posted: 22 Sep 2016 | Published: 31 Dec 2015

Catchpoint Systems Inc.

Creating Personalized Marketing
sponsored by IBM
CASE STUDY: Personalized marketing has fostered a deeper sense of loyalty and greater customer engagement. Access this case study to see how one company gained an 8% boost in inbound conversion, reduce the risk of customer churn, and more.
Posted: 22 Sep 2016 | Published: 31 May 2016

IBM

Employee Recognition & Rewards
sponsored by Semos
DATA SHEET: Recognition drives engagement and alignment. It keeps employees motivated and focused, and customers take notice. Access this data sheet to learn about an employee recognition and reward program and determine how it will boost your employees' performance.
Posted: 22 Sep 2016 | Published: 31 Dec 2015

Semos

How to Provide Global Support for Customer Service
sponsored by Zendesk
WHITE PAPER: The "follow-the-sun" support model was created to satisfy customers, regardless of time or location. This white paper explores this model and the different ways that it can be achieved. Discover how to deliver anytime, anywhere service and get global, fast with support team best practices – regardless of the size of your company.
Posted: 21 Sep 2016 | Published: 21 Sep 2016

Zendesk

Why is Customer Self-Service Critical for Contact Centers?
sponsored by ServiceNow
EGUIDE: Why is the customer self-service model a necessity? Today's customers are more empowered and informed than ever, and they expect self-service to be available. Explore the benefits of providing self-service options for customers and some of the challenges you will need to address.
Posted: 20 Sep 2016 | Published: 02 Sep 2016

ServiceNow

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.

Your Guide to Getting Omnichannel Customer Service Right
sponsored by Zendesk
WHITE PAPER: A comprehensive view of your customers' transactions and behaviors can help you answer their questions, and maximize personalization through multiple channels. Access this resource for insight into omnichannel service strategies and imperatives.
Posted: 20 Sep 2016 | Published: 20 Sep 2016

Zendesk

Trustpilot Uses 4 Key Consideration to Improve their Helpdesk
sponsored by Zendesk
WHITE PAPER: Trustpilot provides a forum for customer service-conscious online shoppers, so they knew their brand's reputation depended on a modernized helpdesk. In this Nucleus Research report, learn what strategy they implemented to console customers who have had bad experiences elsewhere, increase productivity, and more.
Posted: 19 Sep 2016 | Published: 19 Sep 2016

Zendesk

How to Embed Digital Transformation in Your Agency
sponsored by Infor
WEBCAST: Government agencies need to simplify their websites and the ways in which they interact with citizens and users. Reserve a seat for an online training session Thursday, September 22nd at 2pm ET/ 11am PT to learn how agencies can handle digital transformations and the challenges that come with it.
Posted: 14 Sep 2016 | Premiered: Sep 14, 2016

Infor

Updating Marketing Technology as Part of Enterprise Digital Transformation
sponsored by SAP
WHITE PAPER: As organizations undergo a digital transformation to the 3rd Platform of computing, marketing technology is both ahead and behind the curve. This white paper outlines the enterprise marketing technology challenges in a 3rd Platform world and discusses how new and legacy technology can be combined to provide a true 360-degree view of the customer.
Posted: 12 Sep 2016 | Published: 30 Oct 2015

SAP

Analytics and the Customer Journey: 7 Best Practices for Delivering a Better Customer Experience
sponsored by SAS
WHITE PAPER: This white paper explores how you can identify the critical factors that detract from a customer experience as well as decide how to rebuild positive experiences by mapping the customer journey. Uncover the 7 best practices for delivering a better customer experience and get helpful advice on data management, metrics, and more.
Posted: 09 Sep 2016 | Published: 09 Sep 2016

SAS

Five Ways CRM Tools Improve Constituent Relationships
sponsored by Infor
WHITE PAPER: When it comes to customer relationships, engagement equals empowerment. Access this white paper to explore five ways CRM tools can help you improve the relationship you have with your customers.
Posted: 08 Sep 2016 | Published: 31 Dec 2015

Infor

Understanding the Business Benefits of Leveraging S/4 HANA
sponsored by SAP
WHITE PAPER: To thrive and stay relevant, it's time to rethink business models, processes, and how people work. In this S/4HANA roadmap, discover in-memory business strategies that bridge the gap between transactional and decision-making systems by better understanding workforce engagement, the IoT and big data, customer experience, and suppliers and networks.
Posted: 08 Sep 2016 | Published: 08 Sep 2016

SAP

Optimizing Customer Interactions with Analytics
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

Ultra-Fast Data Access Is The Key To Unleashing Full Big Data Potential
sponsored by SAP/Lenovo/Intel
WHITE PAPER: Researchers assert that we have entered the age of the customer -- a new era that the analytically challenged aren't prepared for. Learn what 100 surveyed IT decision-makers have to say about strategies and tools to help uncover customer insights, and how your organization can compete in the modern market.
Posted: 06 Sep 2016 | Published: 29 Jan 2016

SAP/Lenovo/Intel

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

Survey Report: Putting Customer Service First
sponsored by ServiceNow
WHITE PAPER: Top customer service providers are 53% more likely to significantly impact company revenue. Access this survey report to see what the top service leaders have in common and what you can do to make your business one of them.
Posted: 02 Sep 2016 | Published: 31 Aug 2016

ServiceNow

Mastering Digital Transformation with CRM
sponsored by bpm'online
EBOOK: 77% of businesses have digital transformation as their top priority. Digital transformation is seen as the ultimate challenge as it affects every aspect of the business. Access this e-book to learn how to achieve transformational agility with CRM technology to keep pace with an ever-changing market.
Posted: 01 Sep 2016 | Published: 01 Sep 2016

bpm'online

Maximize the Potential of Your CRM Technology & Stay Ahead of the Masses
sponsored by Microsoft
PRESENTATION: The modern successful business stays ahead of the rest by making technology a business advantage and using CRM technology to differentiate themselves from the masses. Access this resource to learn why your clients need CRM to uncover insightful customer data and trends they would otherwise miss, 3 ways CRM online can drive efficiency, and more.
Posted: 01 Sep 2016 | Published: 01 Sep 2016

Microsoft

Improving the Patient Experience: Portal Adoption Strategies that Work
sponsored by Medfusion
WHITE PAPER: A patient portal is of little value if patients aren't signing up. Access this exclusive resource to leverage 15 proven strategies to develop your portal adoption action plan. Additionally, view an essential checklist as you formulate your strategies.
Posted: 01 Sep 2016 | Published: 01 Sep 2016

Medfusion

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
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