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Five customer experience management lessons learned from ‘Breaking Bad’
EGUIDE: Access this expert e-guide to learn more about customer experience management through the experiences of fictional character Walter White from the popular television series "Breaking Bad." Read on to learn how Kimberly Samuelson of Laserfiche, draws parallels between marketing strategies and the illegal drug business.
Posted: 25 Nov 2013 | Published: 25 Nov 2013


Social media listening pulls direct opinion, focus groups get personal
EGUIDE: This expert e-guide examines how your organization can use social media to gain customer insights, as well as the value that older information-gathering methods still bring to the table. Also inside, uncover best practices in customer experience management (CEM).
Posted: 22 Nov 2013 | Published: 22 Nov 2013


Small businesses compete in e-commerce with same day shipping
EGUIDE: Access this expert e-guide to uncover a solution to customer demand for same-day-shipping and how CRM has changed the entire customer experience.
Posted: 22 Nov 2013 | Published: 22 Nov 2013


The Struggle to Make Multichannel Singular
EBOOK: To many retailers, a multichannel strategy is a dream, but one high-growth company revealed its plan to bring together disparate data for improved service and sales. Read their story now.
Posted: 07 Oct 2015 | Published: 07 Oct 2015

TOPICS:  CRM

Companies Mine Personal Info to Tailor the Customer Experience
EBOOK: Companies are taking advantage of personalized data to tailor and improve the customer experience--but the best strategy still includes human insight. In this e-book, journalist Albert McKeon reports on the business practices at several organizations working to successfully improve the customer experience through data analysis.
Posted: 15 Sep 2015 | Published: 15 Sep 2015


The Multichannel Mandate: Ready, Set, Automate
EBOOK: Automation technology can help contact centers get tie multichannel communications together and offer better customer service -- if it's set up and executed properly.
Posted: 04 Sep 2015 | Published: 04 Sep 2015


Stay Connected With Customers, Wherever They Roam
EBOOK: In this handbook, consultant Steve Robins explains how mobile location-based services work, the benefits of using them, and the potential risks. Then, executive editor Lauren Horwitz writes about how retailer Nordstrom has adopted beacon technology to better assist in-store customers.
Posted: 04 Sep 2015 | Published: 04 Sep 2015


4 Ways to Improve Your Mobile and Social CRM
EBOOK: This expert e-book outlines the leading challenges in delivering great customer experiences via mobile and social channels. Discover how to achieve your mobile and social CRM goals with a four-point business strategy.
Posted: 28 May 2015 | Published: 28 May 2015


Seeking the Elusive 360-Degree View of Customer Experience
EBOOK: Discover how your organization can unlock old siloed customer data to deliver the experiences your customers crave from a single unified CRM platform. Hear from experts Ashley Smith, Banafsheh Ghassemi, and Danny Estrada in this essential guide to learn about unified CRM platforms.
Posted: 31 Mar 2015 | Published: 31 Mar 2015


How To Unify Contact Centers and Multichannel Communications For a Better Customer Experience
EBOOK: Automation technology can help contact centers tie multichannel communications together and improve customer service. Access this e-book to learn from CRM expert Scott Sachs how to properly set up and execute your multichannel customer service strategy.
Posted: 20 Mar 2015 | Published: 20 Mar 2015


How Companies Know Which Customers Will Buy—And Who Will Buy More
EBOOK: This expert guide examines the ways in which companies are utilizing marketing automation software and customer personalization techniques to better target customers.
Posted: 12 Feb 2015 | Published: 12 Feb 2015


Companies Mine Personal Info to Tailor the Customer Experience
EBOOK: Companies are taking advantage of personalized data to tailor and improve the customer experience--but the best strategy still includes human insight. In this e-book, journalist Albert McKeon reports on the business practices at several organizations working to successfully improve the customer experience through data analysis.
Posted: 03 Dec 2014 | Published: 03 Dec 2014


A New Measure of Sales Success
EBOOK: This expert guide divulges essential information on how to use the newest sales tools for customer prospect generation; bolster sales forecasting with data modeling; use location-based apps; and more.
Posted: 21 Nov 2014 | Published: 21 Nov 2014


Putting Customers on the Map With Geolocation Apps
EBOOK: This e-book chapter is a guide to geolocation apps—what they are, what they do, and how they can benefit companies and their customers. You'll learn why providing a consumer with the right information at the right time is necessary in today's marketplace and look at the hurdles blocking widespread use of location-based data and analytics.
Posted: 12 Nov 2014 | Published: 12 Nov 2014


Putting Customers on the Map With Geolocation Apps
EBOOK: Geolocation mobile apps are giving companies new insights about customers: where they are at any given time. But this ability spooks many.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

TOPICS:  CRM

Old-Hat Technologies Put a Cap on Customer Care
EBOOK: Contact centers are struggling to stay on top of myriad communication channels. That's why contact center upgrades are on the minds of many. In this three-part guide, veteran IT reporters cover infrastructure trends, strategies and technologies.
Posted: 19 Aug 2014 | Published: 19 Aug 2014


The Makings of a Modern Contact Center
EBOOK: Choosing between a hosted or on-premises model -- or a blend of the two -- is the first step to modernizing customer relationship management systems today. Inside, explore the key differences between a hosted and an on-premises contact center.
Posted: 23 Jul 2014 | Published: 23 Jul 2014


Strategies for Integrating CRM and Cloud ERP
EBOOK: In this e-guide, Maxcer and other industry experts examine how companies can prepare for cloud integration, and provide a useful step-by-step guide on how to integrate ERP.
Posted: 06 Jun 2014 | Published: 06 Jun 2014


The Mixed Blessings of Contact Center Automation
EBOOK: Automation technologies were created to provide customers with a standardized, consistent experience. Why, then, are companies trying to avoid them? In this e-book, you'll learn why automation technologies don't work for every contact center use case, regardless of their intent.
Posted: 28 May 2014 | Published: 28 May 2014


3-2-1 Contact: The Call Center in a Multichannel World
EBOOK: In this e-book, discover how new technologies are making agents' lives easier. Learn how mobile apps are changing how agents interact with customers – and how some companies are integrating mobile CRM with the contact center. Plus, find out about the pitfalls companies can encounter when the contact center is on social media and how to avoid them.
Posted: 17 Apr 2014 | Published: 18 Apr 2014


Forging a CEM Strategy That Can Power Commerce
EBOOK: This three-part expert guide focuses on the steps to take to engage customers in the ever-growing e-commerce industry. Inside, discover the 6 key factors that can make or break a customer's shopping experience.
Posted: 17 Apr 2014 | Published: 22 Apr 2014


Rethinking Customer Service for a Multichannel World
EBOOK: Access this expert handbook to learn how to determine which communication channels to harness to effectively and easily reach customers. Explore new methods of multichannel marketing, which can help you pinpoint the first steps to a successful multichannel communication strategy.
Posted: 27 Feb 2014 | Published: 27 Feb 2014


To Pump up Data Volume, Connect Customer Channels
EBOOK: In this chapter of our e-book series Improving the Customer Experience Through Technology, CRM professionals explain what it takes to maintain a single view of a customer's history and contact information, how multichannel organizations keep all that data in order -- and how they keep it from falling into the wrong hands.
Posted: 10 Dec 2013 | Published: 10 Dec 2013