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ALSO CALLED: Customer Analytics, CRM Real-time Analytics, Analytical CRM, Real-time CRM Analytics
DEFINITION: CRM (customer relationship management) analytics comprises all programming that analyzes data about an enterprise's customers and presents it so that better and quicker business decisions can be made. CRM analytics can be considered a form of online analytical processing (OLAP) and may employ data mining. As Web sites have added a new and often faster way to interact with customers, the opportunity  … 
CRM Analytics White Papers (View All Report Types)
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The Autonomous Customer 2020: Still Phoning, Still Emailing… But Ready for AI
sponsored by BT
WHITE PAPER: A recent survey by British Telecommunications found that nearly 90% of consumers said they would like organizations to always offer a varying array of channels to meet their needs. Download this Autonomous Customer report to review more results from BT’s research, and explore the 5 major CX trends they identified for 2020.
Posted: 25 Feb 2020 | Published: 25 Feb 2020

BT

The Winning Playbook for Experience Personalization
sponsored by Adobe Inc
WHITE PAPER: Personalized customer experiences can drive double-digit revenue growth for your business, but if done poorly, it can have the opposite effect. Download this eBook for guidance on how to formulate a winning personalization strategy for your organization over 3 phases of maturity.
Posted: 20 Feb 2020 | Published: 20 Feb 2020

Adobe Inc

The Phone is Dead; Long Live the Phone
sponsored by BT
WHITE PAPER: After 10 years of tracking a gradual decline in customer preferences to call, British Telecommunications’ new global Autonomous Customer survey is showing a radical resurgence of one of the oldest channels of all: voice. Explore BT’s research around the revitalization of phone channels—and how you can adjust your strategy in this white paper.
Posted: 20 Feb 2020 | Published: 20 Feb 2020

BT

Right Sizing Your Spend with Salesforce
sponsored by ClearEdge
WHITE PAPER: Sizing your Salesforce deal incorrectly can cost you in the long run. Download now to learn best practices in planning for license additions and reductions with Salesforce. Key components addressed include: lost leverage from under-purchase, why customers over-purchase, how to forecast accurately, and pros and cons of 4 deal structures.
Posted: 07 Feb 2020 | Published: 07 Feb 2020

ClearEdge

What Are the Biggest Challenges for Brand Manufacturers?
sponsored by Salsify
WHITE PAPER: Managing an online storefront is daunting—read this white paper to learn the challenges that many businesses are facing with online retail, and learn how they are staying competitive by abandoning old product information management systems in favor of more integrated and wide-ranging programs.
Posted: 05 Feb 2020 | Published: 12 Dec 2019

Salsify

Improve Customer Satisfaction, Sales and Workforce Engagement with Genesys AI
sponsored by Genesys
WHITE PAPER: Many companies implement AI technologies to boost customer service interactions, but its value can—and should—be extended across the entire enterprise. Find out how you can implement AI throughout your entire CX strategy with Genesys in this white paper. Also explore how Genesys has helped other large companies enhance their AI implementation.
Posted: 03 Feb 2020 | Published: 03 Feb 2020

Genesys

The power of possibilities: Buy, extend, and build on a true cloud contact center platform
sponsored by Genesys
WHITE PAPER: The buy or build debate has permeated the wide range of applications on which contact centers depend. There are good reasons for – and arguments against – each approach. Download this white paper to review the reasons for and against buying and building. Also explore the benefits of using an API-first cloud contact center solution.
Posted: 31 Jan 2020 | Published: 31 Jan 2020

Genesys

Building the Business Case for an Omnichannel Contact Center
sponsored by Genesys
WHITE PAPER: Download this tip sheet to learn 11 metrics for building your business case for omnichannel customer service.
Posted: 30 Jan 2020 | Published: 30 Jan 2020

Genesys

6 Best Practices of Field Service Leaders
sponsored by ServiceNow
WHITE PAPER: Many field service organizations today still manage much of their work manually, using spreadsheets, email and even pen and paper—which can often lead to inefficient operations and frustrated customers. Download this eBook to explore 6 best practices for upgrading field service management to improve CX.
Posted: 29 Jan 2020 | Published: 29 Jan 2020

ServiceNow

3 Strategies to Reduce B2B Churn in Telecom
sponsored by ServiceNow
WHITE PAPER: B2B is a critical area for telecom—especially with enterprise technology spending on the rise, and the emergence of the cloud, IoT, big data, and other trends. Find out how ServiceNow can help CSPs capitalize on that trend and not fall victim to B2B customer churn and SLA penalties in this white paper.
Posted: 28 Jan 2020 | Published: 28 Jan 2020

ServiceNow

Gain Situational Awareness to Improve Critical Event Management
sponsored by EverBridge Inc.
WHITE PAPER: Access this white paper to learn several techniques to improve your organization’s critical event management (CEM) like the OODA loop, data collection, and the 4 steps to resolving crises.
Posted: 14 Jan 2020 | Published: 14 Jan 2020

EverBridge Inc.

Checklist for an Omnichannel Contact Center
sponsored by EvolveIP
WHITE PAPER: What are the key elements you need for a successful omnichannel contact center? Find out in this checklist, which you can download and use to maximize the effectiveness of your strategy.
Posted: 14 Jan 2020 | Published: 14 Jan 2020

EvolveIP

2020 Digital Trends Deep Dive: Digital Inequality
sponsored by Adobe Inc
WHITE PAPER: Download this report to explore findings from Adobe’s recent study on why an investment in CX technology is vital in today’s competitive landscape and learn how to develop and understand the attributes that define CX maturity.
Posted: 13 Jan 2020 | Published: 13 Jan 2020

Adobe Inc

Conversational Automation: A Snapshot Guide to Building your AI Chatbot Strategy
sponsored by Talkdesk
WHITE PAPER: An ever-expanding number of chatbot software providers, paired with continuous advancement in technology, and competitors shouting about their own AI projects, can make you want to rush deployment. But doing that is risky. Download this guide for clarity on how to create the right chatbot implementation strategy for you, quickly and easily.
Posted: 02 Dec 2019 | Published: 02 Dec 2019

Talkdesk

The KPIs You Should Be Measuring
sponsored by ConnectWise
WHITE PAPER: This white paper explains how MSPs can measure performance and evaluate their relationships with clients, improve service with those clients, and increase loyalty. Download now to learn how to accurately calculate the KPIs that are critical for MSPs, such as revenue valuation, customer acquisition cost, and more.
Posted: 05 Nov 2019 | Published: 04 Nov 2019

ConnectWise

Winning with Superior Customer Experiences
sponsored by Adobe Inc
WHITE PAPER: View this white paper to learn how brands can create, optimize, and deliver personalized customer experiences at scale with the help of Adobe Experience Manager.
Posted: 01 Oct 2019 | Published: 01 Oct 2019

Adobe Inc

An Introduction to ABM Scoring
sponsored by TechTarget
WHITE PAPER: Download this white paper to examine common models and insight on what qualification criteria to focus on in determining your own ideal approach to ABM scoring.
Posted: 19 Jul 2019 | Published: 19 Jul 2019

TechTarget

Three Pitfalls Financial Institutions Must Avoid in the Contact Center
sponsored by Appian
WHITE PAPER: Download this white paper to learn about the critical role of contact centers in building lasting customer relationships, and why it is important to deliver the best experiences at every touch point, especially in financial services.
Posted: 04 Jun 2019 | Published: 04 Jun 2019

Appian

Realize Your Digital Ambition: 4 Areas Energy Organizations can Power Digital Initiatives Today
sponsored by Appian
WHITE PAPER: In this e-book, learn how digital technologies can help those in the energy industry improve operations. Discover the 4 ways in which energy organizations can realize their digital ambitions, and explore how those already embracing digital technologies can drive business value and deliver tangible results.
Posted: 13 May 2019 | Published: 13 May 2019

Appian

How To: Address Churn with Predictive Analytics
sponsored by Dataiku
WHITE PAPER: Churn is when a company loses a customer - and mostly every business will have to deal with this sooner than later, because it has the power to plateau growth. Read this white paper to learn how to use predictive analytics to predict and prevent customer loss.
Posted: 25 Mar 2019 | Published: 31 Dec 2018

Dataiku

State of Marketing: Insights and Trends from over 4,100 Marketing Leaders Worldwide
sponsored by Salesforce
WHITE PAPER: The world of marketing is undergoing a revolution. In this report, discover what over 4,100 marketing leaders have to say about this marketing transformation, and uncover how marketers are evolving their traditional tactics to keep up with changing customer demands.
Posted: 12 Mar 2019 | Published: 12 Mar 2019

Salesforce

The Blueprint for Your Self-Service Journey Map
sponsored by Coveo
WHITE PAPER: According to a Forrester survey, 25% of customers will abandon a brand if met with sub-par self-service, the worst part? They'll tell their friends about it too. Prevent the embarrassment by exploring these 7 steps to a flawless self-service customer experience, and secure your brand.
Posted: 07 Feb 2019 | Published: 07 Feb 2019

Coveo

A Practical Guide to B2B Purchase Intent
sponsored by TechTarget
WHITE PAPER: There's a lot of hype around the subject of purchase intent in B2B marketing. In this white paper, you'll discover how to understand the intent space, what the challenges can be with external intent data and how you can use intent to lift your Account-Based Marketing (ABM) performance.
Posted: 20 Nov 2018 | Published: 20 Nov 2018

TechTarget

Comparing B2B Purchase Intent Vendors
sponsored by TechTarget
WHITE PAPER: Purchase Intent Data is the hot topic of conversation in the B2B tech space today. In this white paper, we will discuss the difference of Internal vs. External Intent and how to apply intent in practice. Read on for more information.
Posted: 20 Nov 2018 | Published: 20 Nov 2018

TechTarget

Mastering the New Customer Experience Mangement in the Era of the Empowered Customer
sponsored by Sitecore
WHITE PAPER: In thsi exclusive white paper glean the essentials of the new CEM. Read on to learn how understanding is the key to earning and keeping empowered consumers.
Posted: 03 Mar 2015 | Published: 30 Apr 2014

Sitecore
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