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ALSO CALLED: CRM Application, Customer Relationship Management Software
DEFINITION: Apex is a development platform for building software as a service (SaaS) applications on top of Salesforce.com's customer relationship management (CRM) functionality. Apex allows developers to access Salesforce.com's back-end database and client-server interfaces to create third-party SaaS applications. Apex includes an application program interface (API) that developers can use to access user data  … 
CRM Software White Papers (View All Report Types)
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Connect Sales and Service Around the Customer
sponsored by Salesforce
WHITE PAPER: Download this white paper to explore common deployment methods for CRM systems, and considerations you should review prior to an investment.
Posted: 08 Jul 2020 | Published: 08 Jul 2020

Salesforce

Becoming One of the Most Modern Retail Chains in the World
sponsored by Neptune Software
WHITE PAPER: In search of a new and more flexible digital retail solution, companies are replacing entire sales systems. The key is finding an e-commerce solution that benefits customers and employees equally. This article follows Elkjøp as they pursue transformation with Neptune Software’s low code platform for retail success.
Posted: 07 Jul 2020 | Published: 07 Jul 2020

Neptune Software

Get up, running, and operating with Adobe's in-house solution experts
sponsored by Adobe
WHITE PAPER: Organizations are increasingly turning to solutions like Adobe's Experience Full Services to help them deliver the best possible experience for their customers. Learn about the platform and its features in this white paper.
Posted: 07 Jul 2020 | Published: 07 Jul 2020

Adobe

Budgeting, Planning and Forecasting
sponsored by OneStream Software LLC
WHITE PAPER: Access this white paper to learn the 6 steps to gain agility in strategic, financial, and operational planning with OneStream.
Posted: 01 Jul 2020 | Published: 01 Jul 2020

OneStream Software LLC

Conversational support made easy with Zendesk
sponsored by Zendesk
WHITE PAPER: Read this guide to see how you can simplify the process of providing conversational customer support across multiple channels with Zendesk.
Posted: 26 Jun 2020 | Published: 26 Jun 2020

Zendesk

4 Ways AI Can Help Build an Omnichannel Customer Experience
sponsored by Verizon
WHITE PAPER: A company with a quality online, and offline, presence is one that lets its customers interact with it no matter where the customer is. Rather than relying solely on humans, companies can deploy AI to help deliver a consistent and accurate experience across channels. Check out this white paper to learn more about omnichannel customer experience.
Posted: 25 Jun 2020 | Published: 18 Mar 2019

Verizon

The secret sauce helping CX leaders create loyal clients: Convenience
sponsored by ServiceNow
WHITE PAPER: Today, customer convenience is key. Read this webinar recap to get expert insight from the Aberdeen Group on how to get started on your convenience strategy and foster more customer loyalty.
Posted: 25 Jun 2020 | Published: 24 Jun 2020

ServiceNow

How to Create Value Through Empathy & Impactful Engagement
sponsored by ServiceNow
WHITE PAPER: Read this webinar recap for insight on how to engage and transform your customer experience process in order to provide more value on both sides of the exchange.
Posted: 25 Jun 2020 | Published: 24 Jun 2020

ServiceNow

The Role Human Touch Plays in the Digital Customer Experience.
sponsored by Verizon
WHITE PAPER: Digital transformation has deeply impacted the customer experience. As technology and automation take on greater roles in customer service, it’s more important than ever to show customers you care about them as human beings. Read on to learn how to create the best possible customer experience, and create lifelong customers, in the digital age.
Posted: 25 Jun 2020 | Published: 02 May 2018

Verizon

Unleashing Business Value with Contact Center Testing
sponsored by Empirix
WHITE PAPER: Now more than ever, contact centers need DevOps practices and a test automation strategy that can ensure end-to-end quality of experience for both agents and customers. Get expert insight on integrating DevOps practices into the contact center and embracing digital innovation for better customer service in this IDC white paper.
Posted: 23 Jun 2020 | Published: 23 Jun 2020

Empirix

The ROI of a Testing and Monitoring Solution in the Contact Center
sponsored by Empirix
WHITE PAPER: In this customer-centric age, it’s vital to have a testing and monitoring solution that can provide a complete view of how customers experience voice, video and other channels. Explore the cost savings you could experience with a monitoring solution in this white paper.
Posted: 19 Jun 2020 | Published: 19 Jun 2020

Empirix

Reimagining IVR For Retail
sponsored by Twilio
WHITE PAPER: Download this e-book to explore insights and real-world examples of Interactive Voice Response (IVR) in retail that can help you develop your strategy and improve CX.
Posted: 17 Jun 2020 | Published: 17 Jun 2020

Twilio

Business Continuity: Pivoting to New Demands While Preparing for the Future
sponsored by Adobe
WHITE PAPER: Download this white paper to explore 6 pillars identified by Adobe that can help you navigate potential changes in your digital experience strategy, and manage customer experiences amid times of uncertainty.
Posted: 12 Jun 2020 | Published: 12 Jun 2020

Adobe

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

Deal-Makers' Guide to Salesforce
sponsored by ClearEdge
WHITE PAPER: This 33-page guide unlocks insights into how to get your best Salesforce deal by giving you, 3 tactics to help you get the best pricing on your contract, the best practices to negotiate your best deal – because negotiating without leverage is just another form of begging, tips on how to avoid over-buying or under-buying, and more.
Posted: 04 Jun 2020 | Published: 04 Jun 2020

ClearEdge

A 4-Phased Approach to Delivering Effective Customer Experience During a Crisis
sponsored by Avtex
WHITE PAPER: Download this white paper to explore Avtex’s 4-phased approach to delivering an effective customer experience during a crisis.
Posted: 28 May 2020 | Published: 28 May 2020

Avtex

Think Beyond Traditional CRM To Elevate Your Customer Service
sponsored by ServiceNow
WHITE PAPER: One of the most effective ways to provide exception customer service is with a modern CRM solution. Learn about ServiceNow’s offering and what it can do for your business in this white paper.
Posted: 19 May 2020 | Published: 19 May 2020

ServiceNow

Your Personalization Checklist
sponsored by Progress Software Corporation Sitefinity
WHITE PAPER: Personalization is a vital part of good customer service—but doing it effectively can be hard. Download this personalization checklist to make sure you have all the necessary answers and tools for a successful strategy.
Posted: 01 May 2020 | Published: 01 May 2020


3 Ways to Make Order Confirmation Emails More Memorable
sponsored by SFG
WHITE PAPER: The order confirmation email is an important step in the ecommerce order process. Like any touchpoint during the customer lifecycle, it’s an opportunity to engage customers and build brand loyalty. Download this white paper for 3 tips that can help you enhance these messages and make them more memorable.
Posted: 29 Apr 2020 | Published: 29 Apr 2020

SFG

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

3 Ways to Speed Up Success with CX Personalization
sponsored by Avanade
WHITE PAPER: Download this strategic marketing guide to explore 3 ways you can speed up success with CX personalization.
Posted: 27 Apr 2020 | Published: 27 Apr 2020

Avanade

Disruptive Customer Engagement with Cloud Contact Center Software
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

How to Select the Right Commerce Platform
sponsored by Adobe
WHITE PAPER: Whether you’re trying to keep up with constant changes in customer shopping expectations or differentiate your online and physical stores with superior customer buying experiences, the right commerce platform is a business imperative. Download this white paper to explore key considerations that can help you select the right commerce platform.
Posted: 03 Mar 2020 | Published: 03 Mar 2020

Adobe

Top 3 'Gotchas' in a Salesforce Contract
sponsored by ClearEdge
WHITE PAPER: Be sure to look closely at the terms in a Salesforce contract. Available exclusively to TechTarget members, this premium download from ClearEdge analyzes the following top 3 Salesforce contract terms to understand and how to fix them: renewal caps, swap rights and restricted use licenses.
Posted: 07 Feb 2020 | Published: 07 Feb 2020

ClearEdge

Negotiating with Salesforce
sponsored by ClearEdge
WHITE PAPER: Don't negotiate your next Salesforce deal without the correct plan. This download, exclusive to TechTarget members, will provide an overview of the ClearEdge Leverage Management Maturity Model, and drill down into the 4 areas specific to deal execution and how to apply them within your Salesforce negotiation.
Posted: 07 Feb 2020 | Published: 07 Feb 2020

ClearEdge
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