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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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The Action Gap: What's Causing All the Disappointment in your VOC Program and How to Fix it
sponsored by Concentrix
WHITE PAPER: Sentiment around voice of the customer (VOC) software has changed from enthusiasm to disappointment due to their continued failure to deliver on promised ROIs. Download this guide to uncover 4 steps to help deliver on missing ROIs and improve the overall customer experience.
Posted: 17 Dec 2018 | Published: 17 Dec 2018

Concentrix

Taking Advantage of Digital Transformation in Global Marketing
sponsored by Acquia, Inc.
VIDEO: In this digital-focused world, organizations must put the customer first. Regardless of brand or enterprise, you must engage individuals and deliver personalized experiences at every opportunity. Watch this video to learn how a cloud-based model can unify your growing number of international touchpoints and create a smooth and consistent CX.
Posted: 11 Dec 2018 | Premiered: 10 Dec 2018

Acquia, Inc.

Digital Experimentation - Discover the secret weapon
sponsored by Optimizely
VIDEO: In this brief company video, find out how experimentation has helped start-up company, Secret Escapes, address key strategy concerns and establish a place for themselves in the highly competitive travel market.
Posted: 10 Dec 2018 | Premiered: 10 Dec 2018

Optimizely

Digital Experimentation - Making their money go further
sponsored by Optimizely
VIDEO: Digital Experimentation can make your money go further. In this brief video, hear how Product Director of MoneySuperMarket, Manish Gajria, is using experimentation to maximize company investments and outperform the competition.
Posted: 10 Dec 2018 | Premiered: 10 Dec 2018

Optimizely

The Surprising Power of Online Experiments
sponsored by Optimizely
WHITE PAPER: Read this white paper to learn how you can properly design and execute A/B tests and other controlled experiments, ensure their integrity, interpret their results, and avoid pitfalls.
Posted: 07 Dec 2018 | Published: 07 Dec 2018

Optimizely

Bringing an Experimentation Mindset to Personalization
sponsored by Optimizely
WHITE PAPER: Learn how your organization can benefit from delivering more impactful and personalized experiences through experimentation strategy.
Posted: 05 Dec 2018 | Published: 05 Dec 2018

Optimizely

Build vs. Buy: Implementing the Right Experimentation Solution
sponsored by Optimizely
WHITE PAPER: Learn how you can implement an experimentation platform for your product and engineering team, just like Uber, Netflix, Airbnb, Google, and Facebook do.
Posted: 04 Dec 2018 | Published: 04 Dec 2018

Optimizely

MSP E-book: Cold Calling Made Easy
sponsored by Datto, Inc.
EBOOK: Read this e-book, designed for MSPs, for tips on warming up your cold calls, 3 techniques for successful sales prospecting, guidance on what to avoid, and more.
Posted: 19 Nov 2018 | Published: 19 Nov 2018

Datto, Inc.

Creating a Better Retail Experience: Communications Buying Guide
sponsored by Motorola, Inc.
PRODUCT OVERVIEW: Download this communications buying guide to review 5 different radios offered by Motorola Solutions, and how they can help you enhance customer and employee interactions with instant voice connection.
Posted: 19 Nov 2018 | Published: 19 Nov 2018

Motorola, Inc.

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.

Web Content Management Systems: Q4 in Review
sponsored by Acquia, Inc.
ANALYST REPORT: In this 26-criterion evaluation of web content management system (web CMS) providers, Forrester identified the 15 most significant ones and researched, analyzed, and scored them. This report shows how each provider measures up and helps digital experience (DX) and strategy professionals make the right choice.
Posted: 11 Dec 2018 | Published: 15 Nov 2018

Acquia, Inc.

Make your CX smarter
sponsored by Oracle Cloud
EBOOK: Inside, Jay Baer takes you through the process of revitalizing your organization's existing structures, covering data strategy, personalization and managing customer expectations.
Posted: 04 Dec 2018 | Published: 04 Dec 2018

Oracle Cloud

Panel Discussion: The Future of Call Centers
sponsored by IBM
VIDEO: In this webcast, Michelle Peluso discusses with a panel of customer service executives the challenge of building and maintaining long-lasting client relationships, and best practices to engage and nurture them successfully.
Posted: 06 Sep 2018 | Premiered: 06 Sep 2018

IBM

The Key to Unlocking Customer Insights and Driving the Customer Experience
sponsored by SAS
ANALYST REPORT: Only 16% of companies think they are very effective at delivering real-time customer interactions across touch points and devices. Download this Harvard Business Review report for survey results and findings on real-time customer analytics.
Posted: 14 Aug 2018 | Published: 31 Mar 2018

SAS

10 Steps to Great Email Deliverability
sponsored by SparkPost
RESOURCE: Tap into this resource for 10 best practices and key configuration steps to optimize your email deliverability and get your message out to the best audience.
Posted: 06 Jun 2018 | Published: 31 Dec 2017

SparkPost

Mobile Support: No Longer Optional
sponsored by LogMeIn Rescue
RESOURCE CENTER: It's traditional thinking to limit support to desktop computers and laptops. Here are 7 reasons why that line of thinking is outdated.
Posted: 30 Jan 2018 | Published: 31 Dec 2017

LogMeIn Rescue

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

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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