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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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Is Providing 24-Hour Global Support Right for You?
sponsored by Zendesk
WHITE PAPER: Learn now about key questions to ask as you determine your global customer support strategy. Access this resource and you'll also discover best practices for providing global support such as dashboards, collaboration tools, the cloud, and more.
Posted: 30 Nov 2016 | Published: 30 Nov 2016

Zendesk

How Manufacturers Can Use Value Selling to Deliver Great Experiences at Every Touch Point
sponsored by Infor
WHITE PAPER: Learn how manufacturers are developing long-term customer relationships while providing great service to existing customers. Also discover the role of CRM software in value-selling, delivering a consistent experience, and using customer data to build better insight.
Posted: 04 Nov 2016 | Published: 04 Nov 2016

Infor

Discover and Quantify the Benefits of Modernizing your Oracle Technology Platform
sponsored by Cintra/Oracle
WHITE PAPER: Legacy environments can no longer keep pace with today's business needs. You need to be agile, improve customer experience, and take advantage of the cloud. Learn how to modernize your Oracle database and how hyper-converged platforms stand to benefit your business.
Posted: 04 Nov 2016 | Published: 04 Nov 2016

Cintra/Oracle

Business Leaders: 5 Reasons Why It's Time to Ditch Your Interactive Voice Response (IVR)
sponsored by [24]7
WHITE PAPER: Can you save money without losing your customers? Interactive voice response (IVR) may be hurting the customer experience and sending your hard-earned customers to your competitors. Access this white paper for 5 significant reasons to dump your IVR and keep your customers.
Posted: 03 Nov 2016 | Published: 03 Nov 2016

[24]7

Business Leaders: Stop Making it Hard to Be Your Customer
sponsored by [24]7
WHITE PAPER: Instead of trying to increase customer loyalty, what if you could mitigate the causes of customer disloyalty? Customers shouldn't have to do any work in order to be your customers. Access this white paper to discover why efforts to increase customer loyalty are failing and what you can do to decrease customer effort.
Posted: 03 Nov 2016 | Published: 03 Nov 2016

[24]7

RBC Implements Virtual Agents to Improve Online Customer Experiences
sponsored by [24]7
CASE STUDY: RBC, a large financial services institution, wanted to improve customer relations while reducing the number of calls coming into its contact centers. Access this case study to learn how they implemented virtual agents across their banking, direct investing, and insurance websites to enhance the customer experience and improve their bottom line.
Posted: 24 Oct 2016 | Published: 24 Oct 2016

[24]7

The Path to 2020: Marketers Seize the Customer Experience
sponsored by Marketo
WHITE PAPER: Access this expert report to learn what is in store for customer experience over the next three years. Take away the top 5 insights gained from almost 500 CMOs and senior marketing executives and what you can do to future and what they are doing to pioneer the future.
Posted: 21 Oct 2016 | Published: 21 Oct 2016

Marketo

Bring the Quoting Process Into the 21st Century
sponsored by Quosal
EBOOK: With references from 80's classic Back to the Future II, this e-book explores how implementing advanced proposal and quoting software can quickly bring your quoting process into the 21st century. Tap into 7 ways to get your quoting strategies out of the 90s to close more deals.
Posted: 27 Sep 2016 | Published: 29 Jul 2016

Quosal

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

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

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

How Local Governments can Enable Self-Servicing Communities
sponsored by Infor
WHITE PAPER: Discover intuitive self-service capabilities that enable customers to conveniently and confidentially lodge requests, make payments, and process regulatory transactions online.
Posted: 30 Aug 2016 | Published: 30 Aug 2016

Infor

Delivering Analytically Injected Digital Personalization for Online and Offline Data
sponsored by SAS
WHITE PAPER: This white paper outlines SAS solutions and architectural considerations for providing web content personalization. Learn how you can collect clickstream data in the cloud to better analyze customer browsing behavior for more targeted personalization.
Posted: 15 Nov 2016 | Published: 15 Nov 2016

SAS

Business Analytics and The Future of Customer Experience Management
sponsored by CA Technologies
EGUIDE: In this expert e-guide, learn about the ways in which businesses have used customer analytics for CEM in the past, and how those strategies will change with new technologies. Discover how harnessing big data analytics allows companies to improve their CRM, the impact IoT and intelligent system adoption will have on predictive analytics, and more.
Posted: 04 Nov 2016 | Published: 04 Nov 2016

CA Technologies

Customer Engagement Strategies Hinge on Social Media Savvy
sponsored by Bazaarvoice
EGUIDE: Social media plays an important role in customer engagement strategies, but many sales and marketing teams struggle with how to use social platforms. This guide features insights from Sales Machine 2016, a two-day sales best practices and technology convention. Learn how you can use social media as an effective customer engagement tool.
Posted: 20 Oct 2016 | Published: 19 Oct 2016

Bazaarvoice

Report: Transforming Your Business to Meet Customer Expectations, React to New Challenges
sponsored by SAP
WHITE PAPER: Advanced technology plays an important role in the transition to digital consumer engagement. Learn which tools can enhance your omnichannel potential, along with monitoring and analysis of consumer interactions.
Posted: 14 Oct 2016 | Published: 30 Sep 2016

SAP

IDC Insights: How Professional Services Firms Can Use Modern Technology to Advance Business Goals
sponsored by SAP
WHITE PAPER: Learn how cloud-based business management tools can help you keep customers close and revenue closer. Explore ways to improve cash flow, reduce costs, improve efficiency, and more.
Posted: 13 Oct 2016 | Published: 31 Aug 2016

SAP

Wholesale: SMBs are Using Technology to Sharpen Business Practices, Improve Customer Engagement
sponsored by SAP
WHITE PAPER: The Internet of Things (IoT) can offer new insights and provide more value to customers and consumers. Learn more ways disruptive technology can help you engage your audience and maintain your competitive advantage by reading this report.
Posted: 13 Oct 2016 | Published: 13 Oct 2016

SAP

IDC: How Retailers Can Drive Revenue, Efficiency, and Loyalty with Smart Adoption of Advanced Technology
sponsored by SAP
WHITE PAPER: The digital transformation of retail is changing the buying, sourcing, merchandising, and sales strategies of our in-store past. Learn what your competitors are doing to expand their omni-channel reach, and uncover new ways to approach these changes.
Posted: 12 Oct 2016 | Published: 30 Sep 2016

SAP

Limitations of Customer Self-Service for Contact Centers
sponsored by ServiceNow
EGUIDE: Today's customers are more empowered and informed than ever, and they expect self-service to be available. In this e-guide, Scott Sachs of SJS Solutions discusses some of the challenges you will need to address, including more complicated inquiries and reduced opportunities to enhance customer engagement.
Posted: 20 Sep 2016 | Published: 02 Sep 2016

ServiceNow

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

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
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