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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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Revamp Site Search To Jump-Start AI, Chat, And Personalization
sponsored by Algolia
WHITE PAPER: In this Forrester report, uncover how AI, personalization, and chatbots are improving site search, and learn how to decide what site-search solution is best for you. To get started with your next site search project, download this report.
Posted: 15 Mar 2019 | Published: 19 Jul 2018

Algolia

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 & Intelligent Technologies: 3 Strategies for Driving Customer Service Innovation
sponsored by ServiceNow
WHITE PAPER: In this white paper, discover how intelligent technologies and AI are transforming the world of customer service, and explore 3 strategic uses of intelligent technologies proven to drive customer service innovation.
Posted: 14 Mar 2019 | Published: 31 Dec 2018

ServiceNow

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

How Consumer Expectations Are Shaping the Workplace
sponsored by Zendesk
WHITE PAPER: Did you know that your employee and customer experiences are linked? In this white paper, learn how positive employee experiences make for a better customer experience strategy, and discover how software from Zendesk can help in quest for business success.
Posted: 13 Mar 2019 | Published: 13 Mar 2019

Zendesk

The Many Flavors of Self-Service Measurement
sponsored by Zendesk
WHITE PAPER: Download this white paper to learn about the spectrum of self-service metrics and the business priorities they address, and find out how you can build a community with better customer relationships.
Posted: 12 Mar 2019 | Published: 12 Mar 2019

Zendesk

The 7 Deadly Sins of Sales Performance Management
sponsored by IBM
WHITE PAPER: An ineffective sales force can dilute sales, cause errors, and result in spotty feedback. In this white paper, discover the 7 deadly sins of sales performance management, and see what sales performance sins may be hindering your sales force performance.
Posted: 07 Mar 2019 | Published: 07 Mar 2019

IBM

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

How B2B SaaS Companies Are Using Email to Engage with Their Customers
sponsored by SparkPost
WHITE PAPER: You don't have to work so hard to activate, engage and retain customers through email. Download this report to explore how 124 e-commerce and software executives are using application and product-generated emails to reach their customers, and explore how SparkPost's email delivery platform can help.
Posted: 22 Feb 2019 | Published: 31 Dec 2018

SparkPost

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.

Engage Proactively with Unified CEM
sponsored by LogMeIn, Inc.
WHITE PAPER: Download this white paper to learn how one unified platform can provide consistency across the customer journey, and how that can help your organization provide better CX and increase ROI.
Posted: 13 Feb 2019 | Published: 13 Feb 2019

LogMeIn, Inc.

Integrated Workflows Matter for Employee & Customer Support
sponsored by Attivio, Inc.
WHITE PAPER: A tremendous amount of information, both structured and unstructured, comes into customer and IT service through a variety of different channels. In this white paper, learn how integrated search can help manage customer data, and streamline company workflows. Download now to explore integrated search, and explore your options with Attivio.
Posted: 08 Feb 2019 | Published: 08 Feb 2019

Attivio, Inc.

The Ultimate Guide to Site Search User Experience
sponsored by Coveo
WHITE PAPER: 30% of all web visitors will perform a search at some point on your company's website—but poor site search can leave shopping carts empty, and customers scarce. Don't fall victim to a poor site-search, explore these 8 best practices and boost your bottom line.
Posted: 07 Feb 2019 | Published: 31 Dec 2018

Coveo

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

Digitizing Communications for Better Customer Engagement
sponsored by Concentrix
WHITE PAPER: When it comes to customer engagement, you should be able to proactively notify customers, via messaging, text, email, or blended communication channels— and do so in a personalized way. Learn how you can start digitizing customer engagement so that your business is always reachable in this white paper.
Posted: 04 Feb 2019 | Published: 04 Feb 2019

Concentrix

A Guide to Salesforce Integration: 8 High-Impact Integrations
sponsored by TIBCO
WHITE PAPER: Reaching your goals in the digital age requires a solid customer data integration strategy. In this white paper, uncover 8 high-impact integration strategies involving Salesforce CRM—and learn how to achieve digital success with customer data integration.
Posted: 23 Jan 2019 | Published: 31 Oct 2018

TIBCO

The Definitive Guide to Integrating HubSpot with Your CRM
sponsored by TIBCO
WHITE PAPER: Digital businesses run on cloud applications and automated business processes to engage employees and customers alike. In this white paper, gain the technical insight necessary to integrate HubSpot's marketing automation system with your current CRM software, and discover the benefits of integrating your customer data with help from TIBCO Cloud.
Posted: 23 Jan 2019 | Published: 20 Nov 2018

TIBCO

10 Best Practices for Integrating Your Customer Data
sponsored by TIBCO
WHITE PAPER: In this white paper, learn how to leverage customer information with 10 best practices from industry experts. Download now to learn more about how the following best practices can help you not only better understand your current customers, but target larger audiences with increased accuracy.
Posted: 22 Jan 2019 | Published: 31 Oct 2018

TIBCO

Guide to the Top 10 Essentials for Your eCommerce Site
sponsored by Cloudflare
WHITE PAPER: 47% of shoppers will stop engaging with a website if it takes too long to load, according to an Adobe Consumer Content Survey. Download this white paper for a checklist of 10 things you can implement on your site to help create a better customer experience.
Posted: 22 Jan 2019 | Published: 22 Jan 2019

Cloudflare

7 Things to Consider Before Moving to a Cloud Contact Center
sponsored by Mitel Networks Limited
WHITE PAPER: In today's hyper-connected world, contact centers have to adapt to a multitude of channels and changing customer expectations. Download this white paper to discover the pros and cons of an on-site and cloud-based contact center, and learn how both models can help you deliver optimal CX to today's mobile consumer.
Posted: 22 Jan 2019 | Published: 31 Dec 2018

Mitel Networks Limited

Using AI to Augment Humans and Redesign Operations
sponsored by British Telecommunications PLC
WHITE PAPER: Some people may think the adoption of AI and machine learning could lead to mass unemployment, but it can actually be used to make human jobs more meaningful. In this white paper, find out how machine learning and AI can be used to improve human performance and help redesign operations in a contact center.
Posted: 21 Jan 2019 | Published: 21 Jan 2019

British Telecommunications PLC
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