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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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Modeling ROI for Personalization
sponsored by Acquia, Inc.
WHITE PAPER: This white paper explores how to make a case for the ROI of personalization. Learn about a personalization value assessment framework that uses 5 key steps to justify the use of personalization for building brand awareness and customer engagement.
Posted: 19 Apr 2018 | Published: 19 Apr 2018

Acquia, Inc.

Use Personalization to Enrich Customer Experience and Drive Revenue
sponsored by Acquia, Inc.
RESEARCH CONTENT: Learn about 6 major approaches to personalization across a variety of different channels, and find out how you can improve customer-facing processes, build a digital personalization engine, and monitor key personalization metrics.
Posted: 13 Apr 2018 | Published: 20 Dec 2017

Acquia, Inc.

The Guide to Social Media Marketing
sponsored by Oracle Cloud
WHITE PAPER: There is a big difference between talking to friends on social media and using it for business. Read this guide to learn 5 strategies for driving leads using social media platforms.
Posted: 10 Apr 2018 | Published: 31 Dec 2016

Oracle Cloud

A Primer: Oracle Intelligent Bots
sponsored by Oracle Corporation
WHITE PAPER: This white paper examines the rise of chatbots in the modern enterprise. From machine learning apps to NLP, discover how AI is changing the face of business. Plus, learn about Oracle Intelligent Bots and find out how you can start building chatbots for your own organization with accessible, low-code tools.
Posted: 05 Apr 2018 | Published: 31 Dec 2017

Oracle Corporation

10 Tips for Better Salesforce Reporting
sponsored by Informatica
WHITE PAPER: Find out how to use trusted data as the backbone of accurate Salesforce reporting for CRM and marketing automation strategies with 10 best practices for Salesforce data quality and governance.
Posted: 05 Apr 2018 | Published: 31 Dec 2017

Informatica

Potential Cost Savings and Benefits of a Cloud-Based Omnichannel Contact Center
sponsored by Genesys
RESEARCH CONTENT: In this Forrester Research Total Economic Impact report, learn about the potential financial effects of a modern, cloud-based contact center management platform.
Posted: 21 Mar 2018 | Published: 31 Dec 2017

Genesys

Rethinking Your Contact Center: How to Engage the Modern Customer
sponsored by 8x8, Inc.
WHITE PAPER: Inside, learn about the challenges in creating an exceptional customer experience, the value of a contact center that supports all channels, and best practices for positively impacting customers.
Posted: 21 Mar 2018 | Published: 31 Dec 2017

8x8, Inc.

Shining a Light on Cloud-Based Contact Centers
sponsored by Genesys
RESEARCH CONTENT: This TEC spotlight report examines a cloud-based contact center management platform. Find out how to support omnichannel customer engagement processes and discover how you can manage workforce collaboration, communications, and engagement workflows on a single platform.
Posted: 20 Mar 2018 | Published: 30 Nov 2017

Genesys

The Future of Financial Services in the Digital Revolution
sponsored by Aurea
WHITE PAPER: Explore how financial institutions are responding to digital change to maintain a competitive edge through collaboration.
Posted: 19 Mar 2018 | Published: 19 Mar 2018


NetSuite For Retail: Designed To Satisfy Your Omnichannel Shoppers
sponsored by Oracle NetSuite
WHITE PAPER: Learn about a cloud platform that helps you connect each part of your multi-channel, multi-location retail business, including POS, e-commerce, CRM, marketing, inventory management, and financials.
Posted: 02 Mar 2018 | Published: 31 Dec 2016

Oracle NetSuite

10 Hot-Button CX Topics for Telcos
sponsored by Genesys
RESOURCE: In the digital age of Uber and Netflix, consumers often expect speedy service that meets all their needs. Here are 10 tips to succeed with digital CX.
Posted: 22 Feb 2018 | Published: 22 Feb 2018

Genesys

GDPR, Personalization Strategies, and the Customer View of Data Protection
sponsored by Tealium
RESEARCH CONTENT: In this DataIQ research report, find out how aware customers are of the way data is collected from their digital footprint, as well as how businesses will have to approach their reliance on customer data to deliver personalized customer experiences in light of GDPR compliance.
Posted: 16 Feb 2018 | Published: 31 Dec 2017

Tealium

How RedMart Powers Customer-Centric Online Shopping Experiences
sponsored by Tealium
CASE STUDY: In this case study, learn about the platform RedMart, a leading online grocery service in Singapore, used to build a holistic view of their customers across channels and optimize their digital marketing initiatives.
Posted: 14 Feb 2018 | Published: 31 Dec 2016

Tealium

Future-Proof Your Marketing Technology
sponsored by Tealium
WHITE PAPER: Find out how marketers and their teams can attempt to future-proof their architecture by taking a flexibility-first approach that enables seamless data integration, access to unified customer data, analytics, and more.
Posted: 13 Feb 2018 | Published: 31 Dec 2016

Tealium

What is a Customer Journey Map and Why Do You Need One?
sponsored by Signavio
WHITE PAPER: Take an in-depth look at how your business can benefit from customer journey mapping, and what steps can lead to improved CX and a boost in customer loyalty.
Posted: 24 Jan 2018 | Published: 31 Aug 2017

Signavio

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

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

User Feedback Drives a Better Customer Experience by Shaping the SDLC
sponsored by Applause
EBOOK: Find out how to differentiate your brand through your user experience, and discover 3 potential app quality benefits from injecting user feedback into your software development lifecycle (SDLC).
Posted: 30 Nov 2017 | Published: 30 Nov 2017

Applause

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

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

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

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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