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CRM Best Practices

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ALSO CALLED: Customer Relationship Management Best Practices
DEFINITION: What is CRM (customer relationship management)?CRM (customer relationship management) is an information industry term for methodologies, software,and usually Internet capabilities that help an enterprise managecustomer relationships in an organized way. For example, an enterprise might build a database aboutits customers that described relationships in sufficient detail so that management,  … 
CRM Best Practices Reports
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Microsoft Lays Out Linkedin CRM Strategy
sponsored by Microsoft
RESEARCH CONTENT: Per Nuclear Research, Microsoft Relationship Sales users can receive a 12%-15% sales productivity boost. Access this research note for an overview of the solution.
Posted: 17 Jan 2018 | Published: 30 Jun 2017

Microsoft

Report: A 36-Criteria Evaluation of CRM Suites
sponsored by Microsoft
RESEARCH CONTENT: In this Forrester report, explore a 36-criteria evaluation of CRM suites to help you identify which tools may best fit your organization's needs.
Posted: 17 Jan 2018 | Published: 21 Nov 2017

Microsoft

Sentiment analysis software takes social media monitoring to new level
sponsored by SearchContentManagement
EBOOK: AI, BI and big data coupled with social media sentiment analysis tools show potential for marketing automation and next-generation sales.
Posted: 16 Jan 2018 | Published: 16 Jan 2018

SearchContentManagement

Involve Your Customers in Self-Service CRM Applications
sponsored by K2
VIDEO: In this webcast, find out how to create self-service CRM apps, facilitate data integration, customize customer portals, and more without having to write any code.
Posted: 03 Jan 2018 | Premiered: 02 Jan 2018

K2

The Digital Transformation Race Has Begun
sponsored by Virtusa
RESEARCH CONTENT: Forrester Consulting conducted a study to evaluate the state of digital transformation across 6 industries, including retail, banking, healthcare, insurance, telco, and media. Uncover the report's key findings and find out how each of these industries is faring in a digital and customer-first world.
Posted: 26 Dec 2017 | Published: 30 Sep 2017

Virtusa

Transforming Workforce Technology Is the Key to Improving Customer Experience
sponsored by Dell
WHITE PAPER: This Forrester Research report investigates how employee experience, customer experience, and revenue growth are inextricably linked. Read on to leverage employee-facing technologies to improve customer experiences, learn how to provide infrastructure support for mobile and SaaS, and more.
Posted: 14 Dec 2017 | Published: 30 Sep 2016

Dell

2017 State Of Global Customer Service Report
sponsored by Microsoft
WHITE PAPER: Uncover the Microsoft 2017 State of Global Customer Service report's key findings about digital brand engagement, customer self-service, omnichannel strategies, and more.
Posted: 08 Dec 2017 | Published: 08 Dec 2017

Microsoft

Get Up Close and Personal with Customers
sponsored by Janrain
WHITE PAPER: Personalization done well is a surprising delight, giving users relevant information at an appropriate time and place – but companies are better off doing nothing if they don't know how to apply it properly.
Posted: 04 Dec 2017 | Published: 04 Dec 2017

Janrain

The CIO's Playbook: Making Communications and Collaboration Seamless
sponsored by Mitel Networks Limited
WHITE PAPER: Are you ready for the digital era? In this CIO playbook, gain valuable insights into the importance of equipping your teams with the tools they need to foster better team collaboration. Then, discover how the San Diego Padres are leading the Major League Baseball organization to the cloud.
Posted: 30 Nov 2017 | Published: 30 Nov 2017

Mitel Networks Limited

How the Cloud Helps you Find More Time in the Busy World of Real Estate
sponsored by Vonage
RESOURCE: Read this resource to learn how new cloud-based communication technology can help streamline your business processes and help increase your customer's satisfaction.
Posted: 28 Nov 2017 | Published: 28 Nov 2017

Vonage

Cloud-Based Contact Center Boosts Siemens Healthcare's Customer Service
sponsored by BT
CASE STUDY: Find out how Siemens Healthcare implemented a cloud-based virtual contact center to unify its customer service, coordinate their distributed team, and pave the way towards omnichannel engagement.
Posted: 27 Nov 2017 | Published: 31 Oct 2015

BT

Understanding Omnichannel Customer Behavior
sponsored by BT
WHITE PAPER: Customers seek out different channels based on need and preference, meaning that you need to meet them wherever they go. Find out what it takes to create positive omnichannel customer experiences and learn more about why people choose the channels they do to interact with your business.
Posted: 27 Nov 2017 | Published: 31 Dec 2015

BT

SaskTel Improves Sales Processes and Service Delivery with Workload Management
sponsored by Genesys
CASE STUDY: Find out how telecommunications company SaskTel implemented workload management technology to optimize sales processes and boost customer experiences across their services.
Posted: 21 Nov 2017 | Published: 21 Nov 2017

Genesys

Workload Management: Meet SLA Commitments and Increase Workforce Efficiency
sponsored by Genesys
WHITE PAPER: Find out how to deliver a better customer experience and build your competitive advantage by implementing workload management that enables you to expose inefficiencies in your workflows, meet SLA commitments, and increase employee engagement.
Posted: 21 Nov 2017 | Published: 21 Nov 2017

Genesys

Building the Business Case for Contact Center Modernization
sponsored by Genesys
WHITE PAPER: Discover how to fund and plan your contact center modernization and learn how to reduce infrastructure costs even as you incorporate new digital channels of interaction to deliver better customer experiences.
Posted: 17 Nov 2017 | Published: 17 Nov 2017

Genesys

Optimize Your Workforce for the Omnichannel Revolution
sponsored by Genesys
EBOOK: Explore how to create comprehensive omnichannel workforce planning. Find out how to orchestrate your customers' digital journeys to improve their overall experiences.
Posted: 17 Nov 2017 | Published: 17 Nov 2017

Genesys

Planning and Managing Your Omnichannel Contact Center Workforce
sponsored by Genesys
WHITE PAPER: Discover how to enable data integration and workforce planning for omnichannel strategies so that you can interact with consumers effectively across all of the devices and channels they use to engage with your business.
Posted: 16 Nov 2017 | Published: 16 Nov 2017

Genesys

Not All Customer Experience Platforms are Created Equal
sponsored by Genesys
EBOOK: Find out how you can execute a comprehensive omnichannel contact center strategy that enables you to manage customer data across channels of engagement and deliver seamless customer experiences.
Posted: 16 Nov 2017 | Published: 16 Nov 2017

Genesys

Your Guide to Omnichannel Customer Support
sponsored by Zendesk
WHITE PAPER: The customer determines the best way to engage with your company based on their needs and preferences. So how can you anticipate which channels a customer will need or want? Learn what omnichannel support entails, how a strategy can benefit your business, what factors are driving channel preferences, and more.
Posted: 30 Oct 2017 | Published: 30 Oct 2017

Zendesk

Case Study: Omnilife Increases Sales, Customer Retention and Agent Productivity
sponsored by Genesys
CASE STUDY: In this case study, learn how Omnilife (a dietary supplement distributor) improved their existing customer service strategy, and increased sales across channels within their multi-level marketing model.
Posted: 27 Oct 2017 | Published: 31 Dec 2016

Genesys

Increasing Sales with Speech Analytics
sponsored by Genesys
CASE STUDY: This case study explores how Neutron Industries, a cleaning and maintenance solutions provider, automated quality management to improve their agents' skills – enabling them to deliver exceptional service and improve sales.
Posted: 27 Oct 2017 | Published: 27 Oct 2017

Genesys

Providing Great Customer Service Through Social Media
sponsored by Zendesk
WHITE PAPER: One of the first challenges to providing great customer service is where to focus your time and resources. Providing great customer service through social media can be a way to get around this hurdle. Learn how you can get started with developing a social customer service strategy of your own.
Posted: 25 Oct 2017 | Published: 25 Oct 2017

Zendesk

Critical Capabilities for Contact Center Infrastructure, Worldwide
sponsored by Genesys
WHITE PAPER: Explore 3 use cases that represent the most common configurations for contact center infrastructure. Plus, find out how to support more engaging, omnichannel customer service and incorporate unified communications and collaboration technology more effectively into your contact center operations.
Posted: 24 Oct 2017 | Published: 22 May 2017

Genesys

How Financial Services Can Be Customer-Centric in the New Digital Landscape
sponsored by Microsoft
RESEARCH CONTENT: This IDC white paper explores how financial services organizations can build a positive digital customer experience across multiple channels. Learn how to create a connected, customer-centric experience with key enablers for cloud content management, mobility, analytics, and more.
Posted: 20 Nov 2017 | Published: 30 Apr 2017

Microsoft

The New Era of Digital Retail
sponsored by Microsoft
WHITE PAPER: Find out what some of the retail industry's brightest thought leaders from Microsoft and NORA had to say about the changing digital landscape in terms of personalization, omnichannel customer engagement, customer data management, and more.
Posted: 17 Nov 2017 | Published: 17 Nov 2017

Microsoft
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