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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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3 Reasons Your ABM Program Could End in Disaster
sponsored by TechTarget
WHITE PAPER: How do you ensure that your account-based marketing (ABM) program doesn't go up in flames? In this 3-part guide, discover common failure points for ABM. Learn how to evaluate, evolve and apply the right processes and practices for account-based marketing success, and explore why sustained ABM success requires more than just successful tactics.
Posted: 13 Jun 2019 | Published: 13 Jun 2019

TechTarget

The Evolving Contact Center: From Call Center to Customer Experience Center
sponsored by Burwood
WHITE PAPER: In this white paper, learn how to upgrade your contact center's capabilities through understanding and meeting the demands of the 21st century consumer. Explore the 3 stages of a successful contact center evolution, and review guiding principles for leveraging your customer service center.
Posted: 12 Jun 2019 | Published: 12 Jun 2019

Burwood

Raising the Bar for Digital Employee Experience
sponsored by Freshworks
WHITE PAPER: In this white paper, discover 7 ways your IT service desk can contribute to a positive employee experience. Explore the technologies raising the bar for digital employee experience, and see what your service desk can do to improve employee satisfaction across your organization.
Posted: 06 Jun 2019 | Published: 06 Jun 2019

Freshworks

Surviving the Amazon Effect: Differentiating and Optimizing to Thrive in the Age of Amazon
sponsored by NetSuite
WHITE PAPER: In this white paper, explore how manufacturers and wholesale distributors are rising to the meet the expectations of the 21st century consumer. Discover how businesses can thrive in this competitive climate through differentiation and optimization, and learn how to survive and thrive in the age of Amazon.
Posted: 05 Jun 2019 | Published: 30 Jun 2018

NetSuite

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

Want a Better MarTech Stack? Think Like A (M)Architect
sponsored by Workato
WHITE PAPER: View this white paper to discover the fundamental features of a successful marketing technology architecture. Uncover useful steps for designing a marketing technology architecture that suits your organization's unique needs, and explore how to avoid the hidden costs of poor architecture.
Posted: 04 Jun 2019 | Published: 04 Jun 2019

Workato

IBM Partner Engagement Manager Simplifies Trading Partner Onboarding
sponsored by IBM
WHITE PAPER: Digitalization is driving major changes in partner and customer expectations, and enterprises can no longer rely on largely manual onboarding processes and discrete tools to satisfy current expectations—read this white paper to learn how IBM PEM addresses these pain points and more.
Posted: 28 May 2019 | Published: 28 May 2019

IBM

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

4 Ways to Win Over Any Customer
sponsored by NICE Systems, Ltd
WHITE PAPER: In this white paper, discover 4 primary personality styles customer service agents can expect to interact with on a daily basis. Learn how meet each of their personality needs, and explore how predicative behavioral routing can help your customer service team deliver better, faster customer experiences.
Posted: 13 May 2019 | Published: 13 May 2019

NICE Systems, Ltd

Four Perspectives on Digital Transformation: Leaders Share Lessons Learned
sponsored by Capriza
WHITE PAPER: Investing in digitizing your business processes has never been more important, but getting started would be easier if you knew what challenges to expect. Inside, discover 4 perspectives on digital transformation. Learn about common digitization challenges by industry, and explore how to make your transformation more efficient and effective.
Posted: 09 May 2019 | Published: 09 May 2019

Capriza

The Anatomy of a Preference Center
sponsored by Akamai Technologies
WHITE PAPER: What is enterprise preference management (EPM), and how can it help deliver better customer experiences? In this white paper, learn how an EPM platform can help give consumers control of their customer engagement and experiences, and explore how preference management can help solve the longstanding privacy-personalization paradox.
Posted: 08 May 2019 | Published: 20 Dec 2018

Akamai Technologies

Digital Transformation Checklist: Top 5 Digital and Data Trends in Banking
sponsored by Hitachi Vantara
WHITE PAPER: In this white paper, explore the powerful forces reshaping the retail banking and payments industry. Discover how to radically transform your banking organization for the future, and learn how to apply 5 top digital and data trends into your organization.
Posted: 30 Apr 2019 | Published: 30 Apr 2018


A Guide to the Most Common CRM Use Cases
sponsored by Greenhouse
WHITE PAPER: View this e-book to learn about the common questions you should consider before investing in a CRM strategy, and find out how to leverage your CRM effectively with a series of expert tips from Greenhouse CRM.
Posted: 25 Apr 2019 | Published: 25 Apr 2019

Greenhouse

9 Steps to Gain and Retain Customers
sponsored by Oracle Corporation
WHITE PAPER: Download this e-book to unlock the 9 steps your growing company needs to elevate its customer experience and outmaneuver the competition. Learn how a strong CX can help put your SMB back on the map, and review your software options with Oracle CX Cloud.
Posted: 24 Apr 2019 | Published: 31 Dec 2018

Oracle Corporation

Using Interaction Analytics to Digitize & Optimize Contact Center Performance
sponsored by CallMiner
WHITE PAPER: In this white paper, learn about interaction analytics and explore how interaction analytics can help give contact center agents and managers the tools they need to perform at their best.
Posted: 04 Apr 2019 | Published: 31 Dec 2018

CallMiner

How Unsolicited Feedback Can Be Rocket Fuel For Your CX Engine
sponsored by CallMiner
WHITE PAPER: According to Forrester, organizations that use behavioral data from customer interactions are more successful than those who use customer surveys—but why? In this white paper, learn about the benefits of behavioral data, and explore use cases from organizations already putting behavioral data and analytics into play.
Posted: 01 Apr 2019 | Published: 01 Apr 2019

CallMiner

How Contact Centers Can Use Interaction Analytics to Reduce Risk & Improve Compliance
sponsored by CallMiner
WHITE PAPER: In this white paper, discover how companies are increasing compliance with interaction analytics, and explore how interaction analytics can help organizations improve contact center performance while increasing compliance with regulations from TCPA, HIPAA, EFTA, CFPB, and more.
Posted: 01 Apr 2019 | Published: 31 Dec 2018

CallMiner

Fighting CNP Fraud in Online Electronics Sales
sponsored by Riskified
WHITE PAPER: With the information provided in this report, discover why addressing fraud is key to scaling operations, expanding internationally, improving CX, and competing against industry giants in the online marketing world.
Posted: 15 Mar 2019 | Published: 15 Mar 2019

Riskified

Avoiding False Declines
sponsored by Riskified
WHITE PAPER: In this guide, learn how your business can approve better e-commerce orders, and put in place better tracking for ongoing improvement in order-decision accuracy.
Posted: 14 Mar 2019 | Published: 14 Mar 2019

Riskified

The Five Legitimate Shoppers You're Declining
sponsored by Riskified
WHITE PAPER: Staying ahead in the competitive e-commerce universe is no easy feat, and, with an increase in cross-border purchases, vetting orders for fraud is becoming both more challenging and critical. In this e-book, get a better understanding of false declines and steps that can be taken to reduce them.
Posted: 14 Mar 2019 | Published: 14 Mar 2019

Riskified

Artificial Intelligence in Asia: Trust, Understanding and the Opportunity to Re-Skill
sponsored by Salesforce
WHITE PAPER: AI is projected to drive $3.9 trillion in global business value by 2022, according to a forecast by Gartner. But exactly how familiar are consumers with AI? And how well do they know it? In this white paper, discover what Asian consumers know about AI, and the common pain points that make them tick.
Posted: 13 Mar 2019 | Published: 13 Mar 2019

Salesforce

The Foundation for Improving CX: Look to the Cloud
sponsored by West IP Communications
WHITE PAPER: Customer demands seem to change with the seasons, so it's no surprise that 74% of those surveyed by IDG found it difficult to keep up. In this white paper, explore how organizations can keep up with shifting customer expectations, and improve their CX by moving to the cloud.
Posted: 26 Feb 2019 | Published: 26 Feb 2019

West IP Communications

The Road to Transforming the Customer Service Experience
sponsored by ServiceNow
WHITE PAPER: According to Forrester, 63% of consumers will stop doing business with a brand due to poor customer service. In this white paper, learn how to prevent customer dissatisfaction, and uncover the essential features of a competitive customer service strategy.
Posted: 20 Feb 2019 | Published: 20 Feb 2019

ServiceNow

The Future of Customer Engagement
sponsored by LogMeIn, Inc.
WHITE PAPER: In this white paper, learn about a digital customer engagement system that can help you deliver exceptional customer experiences across any channel or device.
Posted: 14 Feb 2019 | Published: 14 Feb 2019

LogMeIn, Inc.

The Next Evolution of Chatbots: How to Ensure a Bold Bot Future
sponsored by LogMeIn, Inc.
WHITE PAPER: Download this white paper to learn the common characteristics that successful chatbots share so you know exactly which elements to include when creating a bot for your users to engage with.
Posted: 14 Feb 2019 | Published: 14 Feb 2019

LogMeIn, Inc.
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