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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 SatisfactionReports
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Key Performance Indicators in Today’s Contact Centers
sponsored by Genesys
ANALYST REPORT: Contact centers are no longer a hub for pumping out quick responses and sales in a record amount of time – they are incubators for a customer's relationship with a company. This analyst report discusses how key performance indicators (KPIs) are evolving.
Posted: 11 Sep 2014 | Published: 11 Sep 2014

Genesys

Reducing Customer Effort During Critical Mobile Touchpoints
sponsored by Genesys
EBOOK: Learn about the consequences of providing poor customer service and find out what you can do to steer your business away from that death trap.
Posted: 11 Sep 2014 | Published: 11 Sep 2014

Genesys

Holiday Load Testing: Three Ways to Drive More Value
sponsored by Neustar®
WHITE PAPER: Uncover the 3 best practices for holiday load testing so you can protect your bottom line and brand reputation.
Posted: 09 Sep 2014 | Published: 09 Sep 2014

Neustar®

Harnessing Data Captured from the Internet of Things to Deliver Revolutionary New Services
sponsored by IBM
CASE STUDY: Find out how one industry-leading platform that captures, processes and analyzes big data in real time for actionable insights helped Hildebrand uncover the potential to transform their business.
Posted: 09 Sep 2014 | Published: 30 Apr 2014

IBM

Optimize Your Website to Prepare for the Holiday Rush
sponsored by Neustar®
WHITE PAPER: Find out how a cloud-based platform that utilizes real-time data and analysis can help you remove user barriers and optimize your site in time for the holiday season.
Posted: 08 Sep 2014 | Published: 08 Sep 2014

Neustar®

Report: Increase Sales Productivity with Mobile and Social Access
sponsored by Oracle Corporation
WHITE PAPER: This two-page resource addresses a system that gives sales managers the tools they need to proactively pursue sales goals, understand customers, manage sales channels, and optimize coverage.
Posted: 08 Sep 2014 | Published: 31 Mar 2014

Oracle Corporation

Drive Smarter Sales: The Future of Sales Force Automation and Mobile Selling
sponsored by Oracle Corporation
WEBCAST: Sales mobility has grown to more than a preference – remote employees are mandatory to stay ahead of increased competition and meet demands from customers. This webcast, hosted by Gartner analyst Rob Desisto, discusses sales force automation and mobile selling.
Posted: 08 Sep 2014 | Premiered: Sep 8, 2014

Oracle Corporation

The Latest Big Data Predictive Analytics Solutions
sponsored by SAS
WHITE PAPER: Uncover a complete evaluation of 10 various big data predictive analytics solution vendors and find out how they compare to one another.
Posted: 08 Sep 2014 | Published: 04 Feb 2013

SAS

How Best-in-Class Sales Teams Maximize Revenue and Customer Experience
sponsored by Oracle Corporation
WHITE PAPER: Customer relationship management (CRM) is an essential ingredient, but success isn't achievable if the customer in CRM is not fully supported by the selling organization. This Aberdeen Group research report displays the dramatic performance differentials between users and non-users of CRM technology.
Posted: 05 Sep 2014 | Published: 30 Jun 2013

Oracle Corporation

Going Digital: How to Develop Technology to Attract and Retain Digital Customers
sponsored by Hewlett-Packard Limited
WEBCAST: Bryan Glick, Editor in Chief of Computer Weekly, sits down with Barry Maybank, Client Principal of the Digital Customer Experience at HP Enterprise Services, to discuss the drivers of going digital and how to take advantage of your customers becoming increasingly tech savvy.
Posted: 05 Sep 2014 | Premiered: Sep 5, 2014

Hewlett-Packard Limited

Aberdeen Checklist: Got CPQ? Six Best Practices You Need to Ensure Maximum Sales ROI
sponsored by Oracle Corporation
WHITE PAPER: Use this Aberdeen Group report to help you implement a Configure/Price/Quote deployment as it provides 6 best practices that you need to ensure maximum sales ROI.
Posted: 04 Sep 2014 | Published: 04 Sep 2014

Oracle Corporation

Aberdeen Group: Best CPQ Practices to Maximize Sales ROI
sponsored by Oracle Corporation
WHITE PAPER: View this brief Aberdeen Group report that provides statistics to explain why companies use Configure/Price/Quote (CPQ) to better understand their prospect's needs, enhance their buyer's journey, replicate "A" players on the sales team, and protect margin.
Posted: 04 Sep 2014 | Published: 04 Sep 2014

Oracle Corporation

Oracle BigMachines CPQ Cloud: Thomson Reuter's Success
sponsored by Oracle Corporation
VIDEO: In this video case study, learn how Thomson Reuters harnessed the Oracle CPQ Cloud (Configure, Price, and Quote) to decrease their quote time from 3-7 days to 30 minutes by eliminating the need for manual quotes. And because the sales processes are in the cloud, they will scale as your business grows.
Posted: 03 Sep 2014 | Premiered: 11 Apr 2014

Oracle Corporation

Case Study: How a Leading U.K. Heating Contractor Increased Service and Reduced Costs
sponsored by Cisco
CASE STUDY: Robert Heath Heating needed a new approach to customer service. This case study analyses the solution Robert Heath Heating chose, and the results they saw because of it.
Posted: 03 Sep 2014 | Published: 31 Dec 2013

Cisco

The Four Pillars of Effortless Service
sponsored by Salesforce
WHITE PAPER: Providing an effortless service experience is essential to success, though many enterprises struggle with where to begin. This essential resource breaks down the implementation of effortless service into 4 clear steps. View now to find out how to boost your customer retention by providing legendary service.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

How to Build a Successful Customer Engagement Center
sponsored by Salesforce
WHITE PAPER: Customers demand service on their terms – an experience that requires minimal effort and to find a solution easily. View this essential resource now to understand the 5 steps to a successful customer engagement center, and if building a CEC is the right choice for your business.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

Five Ways to Drive Revenue with Customer Service
sponsored by Salesforce
WHITE PAPER: Companies need to maintain flawless customer service to retain business, but many do not know where to start. This informative resource provides 5 ways to drive revenue with exemplary customer service.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

Customer Service - Beyond the Call Center
sponsored by Salesforce
WHITE PAPER: 61% of customers preferring assistance over the phone and 60% over email, so many companies are looking to contact centers for service solutions. This white paper breaks down the essentials of contact centers into key topics, such as understanding the modern customer and defining customer service without a call center.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

Expert Tips for Social CRM Strategies
sponsored by Attensity
EGUIDE: The following expert e-guide explores how organizations can most effectively leverage the social media tools at their disposal – including Twitter, Facebook and Pinterest – to build a loyal customer base and keep one step ahead of the competition.
Posted: 29 Aug 2014 | Published: 29 Aug 2014

Attensity

Top 10 Ways to Use Help Desk to Build Your MSP Business
sponsored by N-able Technologies
WHITE PAPER: This informative resource provides 10 helpful suggestions for building a successful MSP business, starting with the help desk.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

N-able Technologies

HR Case Study: How to Recruit and Develop Employees Who Will Make a Difference
sponsored by SuccessFactors
CASE STUDY: In this case study, learn how manufactured housing communities company Sun Communities, Inc. harnessed an HR platform that helped them maintain outstanding levels of service to its customers. With this new platform, Sun Communities was able to spend less time on data management and more time on talent management.
Posted: 28 Aug 2014 | Published: 30 Apr 2014

SuccessFactors

The Who, What, When, Where and How of Real Time Personalization
sponsored by IBM
WHITE PAPER: Uncover the key questions which must be considered by marketers in order to provide real-time personalization.
Posted: 28 Aug 2014 | Published: 31 Oct 2013

IBM

Five Ways to Make Service Easy for Today's Customers
sponsored by Salesforce
WHITE PAPER: Customers now expect your company to solve their issues quickly and give them the capability to find solutions easily on their own. This informative resource gives 5 ways to make service easy for today's customers.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

Salesforce

Five Advantages of Mobile for Customer Service
sponsored by Salesforce
WHITE PAPER: Customers expect a seamless experience, regardless of where reps are located – making mobile more essential than ever. This whitepaper considers 5 reasons why mobile should be part of your service strategy.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

Salesforce

MAP and Optimize Your Customer Journey
sponsored by IBM
WHITE PAPER: Uncover the 4 steps to identifying what your customer journey looks like today, pinpoint areas of struggle and develop a strategy for optimizing the customer journey in the future.
Posted: 26 Aug 2014 | Published: 31 Jan 2014

IBM
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