Customer Satisfaction Reports

EGUIDE: The benefits of unified communications are apparent to network managers, but how can you figure out the value it will add to your organization?

Posted: 16 Nov 2011 | Published: 16 Nov 2011

EGUIDE: More than one million websites were infected by malicious advertisements, also known as malvertisements, in the last quarter of 2010. This expert guide explains why and how this form of attack is quickly spreading and offers technical advice on how to avoid infection.

Posted: 24 Jun 2011 | Published: 24 Jun 2011

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

EGUIDE: Read this tip guide now to learn expert tips for interacting with your customers through Web 2.0.

Posted: 08 Feb 2012 | Published: 07 Feb 2012

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: 07 Feb 2012

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: 07 Feb 2012

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

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

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

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

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

EGUIDE: Read this e-guide from SearchCRM.com to learn how American Express and Yahoo tackle customer service with their own twists, how to communicate through multiple channels and ways to craft a single customer view through CEM technology.

Posted: 09 Jan 2012 | Published: 05 Jan 2012

EZINE: With rapidly changing demands, customer experience management (CEM) can be a tricky craft within your organization's processes. Customer Experience Exchange is a brand new bi-monthly e-zine focused on CEM tips, best practices and techniques. Check out the first ever issue now, exclusively here.

Posted: 02 Dec 2011 | Published: 29 Nov 2011

EGUIDE: Business intelligence (BI) has become more essential than ever before as organizations strive to extract meaningful information from growing stores of data. Inside this e-guide, gain strategic insight from the BI implementation experiences of your peers.

Posted: 02 Dec 2011 | Published: 02 Dec 2011

EGUIDE: Read this exclusive e-guide to get an executive-level, 360-degree view on which CRM approaches are best for different business scenarios -- from winning strategies for mobile users to social CRM tools to best practices for multi-channel customer experiences.

Posted: 30 Nov 2011 | Published: 23 Nov 2011

VIDEO: Watch this short video and learn how leading retailers, distributors and manufacturers leverage IBM InfoSphere Product Information Management solutions to boost supply chain productivity and deliver an optimal customer purchase experience.

Posted: 15 Nov 2011 | Premiered: 15 Nov 2011

EBOOK: This ebook is full of expert advice for implementing a successful customer experience management (CEM) plan.

Posted: 28 Oct 2011 | Published: 28 Oct 2011

WHITE PAPER: In this white paper, learn what genuine customer centricity looks like, why it matters more than ever, and how organizations can achieve it.

Posted: 11 Oct 2011 | Published: 11 Oct 2011

WHITE PAPER: This IBM Redguide™ publication provides information about IBM Social Business and includes details about the business need and the value of transformation to a social business. It presents a high-level Social Business component diagram, highlights key capabilities, and includes customer case studies.

Posted: 01 Oct 2011 | Published: 01 Oct 2011

WHITE PAPER: A market update on the latest WCM trends including leading vendors, innovations in publishing and cost profiles.

Posted: 15 Sep 2011 | Published: 12 Sep 2011

WHITE PAPER: Financial services institutions (FSIs) are under tight pressure to reduce cost and risk in the business while improving profitability and enhancing customer satisfaction. But achieving these goals can be a daunting task.  View this paper to explore a systematic approach and key recommendations that FSI should invest in to help tackle these goals.

Posted: 08 Aug 2011 | Published: 08 Aug 2011

CASE STUDY: This case study discusses the reasons why one company decided to replace their existing laptops every two years. Find out how implementing this strategy benefited both employees and end users.

Posted: 03 Aug 2011 | Published: 02 Aug 2011

WHITE PAPER: This overview examines the power of Speech Analytics technology to extend resources and expand knowledge.

Posted: 23 Jun 2011 | Published: 23 Jun 2011

WHITE PAPER: There has been tremendous innovation in contact center WFM over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.

Posted: 22 Jun 2011 | Published: 22 Jun 2011

CASE STUDY: Changing corporate culture to focus on customer service and support is practically a routine activity in large service-oriented organizations these days.This case study covers what VMware is doing to provide outstanding support for their customers.

Posted: 17 Jun 2011 | Published: 01 Jun 2010