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ALSO CALLED: eCRM Services
DEFINITION: Services that include strategy formulation, software selection, software implementation, business process improvement, team/end-user training, and deployment.
CRM Services White Papers (View All Report Types)
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The Connected Center: Deliver superior CX to boost contact center value
sponsored by Verizon
WHITE PAPER: The following document contains some market insights on how trends in mobile technology, data analytics and omnichannel marketing are shaping their operations, empowering agents and strengthening the CX. Access it today to learn how you can boost the value of your contact center with stronger, faster, and personalized customer support.
Posted: 19 May 2021 | Published: 19 May 2021

Verizon

The support leader’s guide to personal, efficient human support
sponsored by Intercom
WHITE PAPER: As consumers demand increasingly fast, personalized, and efficient customer support, businesses have to determine what level of automation is appropriate in order to still keep the ever-important human touch. Read this guide to discover a proven framework for automating workflows and integrating humans with automation for the best possible CX.
Posted: 21 Apr 2021 | Published: 21 Apr 2021

Intercom

Evolving Customer Expectations Drive Adoption Of Visual Engagement Tools
sponsored by LogMeIn Rescue
WHITE PAPER: To meet customer experience expectations, businesses need to strengthen their personalization efforts and build customer trust. Access the results of this Forrester Thought Leadership Paper to learn why many businesses are struggling to meet CX expectations, and what CX leaders are doing to set themselves ahead.
Posted: 31 Mar 2021 | Published: 31 Dec 2019

LogMeIn Rescue

Building a successful client engagement strategy
sponsored by Cafex
WHITE PAPER: Clients expect a high level of communication and personalization from their advisors, and these demands have continued to grow throughout the uncertainty of COVID-19. Keeping up with these client expectations can be hard—especially when everyone is remote—but a collaboration platform, like Challo, can help. See how in this product overview.
Posted: 03 Feb 2021 | Published: 03 Feb 2021

Cafex

Our Guide To Perfecting The Www.Cloudcall.Com Art Of Conversation
sponsored by CloudCall Ltd
WHITE PAPER: In the age of digital transformation, our conversations have become fragmented across a range of communication channels. This causes difficulties when trying to keep track of what was said, when and on which communication tool. In this guide, explore an overview of the communication landscape and how people converse across the range of channels.
Posted: 11 Nov 2020 | Published: 11 Nov 2020

CloudCall Ltd

If You Don't Live And Breathe Crm Culture, You're Missing Out
sponsored by CloudCall Ltd
WHITE PAPER: CRM has the power to improve management efficiencies, boost customer service and increase profits. But if staff aren’t using it to its full potential, it becomes little more than a glorified address book. What should companies do if they want to make the most of their CRM? Download this white paper to explore 5 actionable tips.
Posted: 05 Nov 2020 | Published: 05 Nov 2020

CloudCall Ltd

Effective Sales Operations: Are We There Yet?
sponsored by Freshworks
WHITE PAPER: Access this white paper to learn the results of Forrester’s findings which includes barriers to SaaS CRM adoption, key challenges when using current SaaS CRM solutions, and 3 recommendations to successfully leverage SaaS CRM to achieve more effective sales operations and greater business benefits.
Posted: 10 Jun 2020 | Published: 10 Jun 2020

Freshworks

Why Emotional Connections Are Vital to Delivering Outstanding Customer Experiences
sponsored by Intrado
WHITE PAPER: Read this white paper to explore research surrounding the impact of emotional connections on good customer experiences, and get tips on establishing these connections with your customers.
Posted: 03 Jun 2020 | Published: 03 Jun 2020

Intrado

Managing through and post COVID-19: Digital imperative for banks to reduce Op-Ex and improve CX
sponsored by Fractal
WHITE PAPER: Recently, Fractal analyzed 4 trends—that have occurred as a result of COVID-19—and the potential impacts they could have on banks. Download the article to explore their analysis, and get tips on managing through and post the pandemic.
Posted: 28 Apr 2020 | Published: 28 Apr 2020

Fractal

Disruptive Customer Engagement
sponsored by RingCentral
WHITE PAPER: The shift to the cloud that is happening in the contact center software market is very similar to what has already happened in the customer relationship management (CRM) market. Download this report to learn why so many organizations are adopting cloud contact center software and explore 4 RingCentral customer success stories.
Posted: 13 Apr 2020 | Published: 13 Apr 2020

RingCentral

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

Forbes Insights — Customers for Life: Technology Strategies for Attracting and Keeping Customers
sponsored by Sitecore
WHITE PAPER: In this in-depth white paper, learn how to choose the best CMS for customer experience management. Understand this entity from the perspective of the marketer and developer.
Posted: 02 Mar 2015 | Published: 31 Dec 2014

Sitecore

Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior
sponsored by IBM
WHITE PAPER: This white paper describes how Telerx, a global contact center outsourcing provider, embrace the methods that modern consumers are utilizing to share their opinions and turned raw data into valuable insight for their clients.
Posted: 20 Feb 2015 | Published: 31 Jan 2013

IBM

Top 10 reasons to Choose Infor CRM
sponsored by Infor
WHITE PAPER: This brief whitepaper shines light on one CRM infrastructure platform, and the 10 benefits your business could enjoy from a system like this. Access now to see what competitive CRM advantages can help your company's growth.
Posted: 16 Jan 2015 | Published: 16 Jan 2015

Infor

5 Best Practice Steps for B2B and B2C Convergence
sponsored by IBM
WHITE PAPER: Access this Aberdeen research report to find out how customer requirements and cross-channel logistics flow, grow, and coverage – and what that means for your supply chain strategy.
Posted: 05 Dec 2014 | Published: 05 Dec 2014

IBM

Close the Omni-channel Customer Experience Gap
sponsored by IBM
WHITE PAPER: If your customers cannot move smoothly across all channels, their experiences will suffer. Access this guide to learn how you can close the omni-channel customer experience gap and bring online visibility to your contact center.
Posted: 20 Mar 2014 | Published: 31 Aug 2013

IBM

Choosing the Perfect Customer Support App
sponsored by Desk.com (A Salesforce Company)
WHITE PAPER: This guide counts down four easy steps to help you cut through the market for customer support applications and identify the tool that meets your business needs.
Posted: 05 Mar 2014 | Published: 05 Mar 2014

Desk.com (A Salesforce Company)

How TCO Benefits Make Cloud Computing a No-Brainer for Many SMBs and Mid-Market Enterprises
sponsored by NetSuite
WHITE PAPER: This resource analyzes the economic benefits of cloud computing in the ERP and CRM space, and details how embracing the cloud can be a competitive differentiator for SMBs.
Posted: 14 Feb 2014 | Published: 28 Feb 2013

NetSuite

Delivering omni-channel shopping
sponsored by Hewlett-Packard Enterprise
WHITE PAPER: This resource introduces a data management and analytics approach that gives you the power to harness customer information to improve experiences and meet constantly changing consumer expectations.
Posted: 06 Feb 2014 | Published: 06 Feb 2014

Hewlett-Packard Enterprise

Billing as a Strategy for Building Customer Loyalty and Retention
sponsored by Fusebill
WHITE PAPER: This resource examines the importance of billing in subscription sales, and details how you can use billing to build customer loyalty and retention.
Posted: 30 Dec 2013 | Published: 30 Dec 2013

Fusebill

Connected Customer Centricity - MS perspective on the Retail Industry
sponsored by Microsoft India
WHITE PAPER: This resource reveals how your organization can develop successful customer-centric strategies and deliver superior customer value.
Posted: 19 Dec 2013 | Published: 31 Jan 2012

Microsoft India

Create a Strong, Dynamic Customer Experience
sponsored by Hewlett-Packard Enterprise
WHITE PAPER: This resource explores the changing e-commerce landscape, and investigates how developing an omni-channel environment can help you create a strong, dynamic customer experience.
Posted: 19 Dec 2013 | Published: 30 Nov 2012

Hewlett-Packard Enterprise

Delivering a Seamless Experience Across Every Channel
sponsored by IBM
WHITE PAPER: This white paper reveals the results of a survey of over 500 e-commerce and e-business professionals, and provides key insights and best practices for improving customer experiences across all channels.
Posted: 15 Nov 2013 | Published: 31 May 2013

IBM

Addressing changing customer behavior
sponsored by IBM
WHITE PAPER: This resource offers valuable insight to help you better understand customer behaviors and improve online customer experiences.
Posted: 13 Nov 2013 | Published: 31 May 2013

IBM

Cashing in on Customer Insight
sponsored by IBM
WHITE PAPER: This resource explains how customer analytics can help your organization monetize customer insights and compete in a global marketplace.
Posted: 11 Nov 2013 | Published: 31 Dec 2012

IBM
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