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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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How to Make the Customer Experience a Competitive Advantage for Your Business
sponsored by Skedulo
EBOOK: Download this white paper to explore the 4 key steps you can take to improve your customer journey.
Posted: 25 Mar 2020 | Published: 25 Mar 2020

Skedulo

SearchUnify’s Cognitive Search Solution for Salesforce
sponsored by SearchUnify
PRODUCT OVERVIEW: How could implementing AI-powered search into your Salesforce environment benefit you? Find out in this product overview, which explores SearchUnify’s cognitive search tool for Salesforce and the benefits you can achieve with it.
Posted: 12 Mar 2020 | Published: 12 Mar 2020

SearchUnify

Owner’s Manual for the Modern Demand Gen Engine
sponsored by TechTarget
EBOOK: Download this e-book to learn how you can build a demand generation strategy that scales with your business to accelerate the pipeline and increase win rates.
Posted: 12 Mar 2020 | Published: 12 Mar 2020

TechTarget

Self-Service Best Practices for Salesforce Community Cloud
sponsored by Coveo
WEBCAST: If you want to make great self-service a reality on your Salesforce Community you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help. Watch this webinar to learn tips and best practices you can implement to increase self-service success & boost case deflection.
Posted: 11 Mar 2020 | Premiered: Mar 11, 2020

Coveo

Push Possible for Active Retail: 6 Strategies to Increase Customer Engagement & Retailer Profitability
sponsored by Manhattan Associates
WHITE PAPER: More than 7,000 stores have recently closed their doors. Decreasing foot traffic is a reality. So, what can you do to stand out and attract customers online and in-store?Download this white paper for 6 strategies you can use to drive engagement and meet customer expectations.
Posted: 10 Mar 2020 | Published: 10 Mar 2020

Manhattan Associates

How to Select the Right Commerce Platform
sponsored by Adobe Inc
WHITE PAPER: Whether you’re trying to keep up with constant changes in customer shopping expectations or differentiate your online and physical stores with superior customer buying experiences, the right commerce platform is a business imperative. Download this white paper to explore key considerations that can help you select the right commerce platform.
Posted: 03 Mar 2020 | Published: 03 Mar 2020

Adobe Inc

3 Steps to Build Trust into Your Customer Experience
sponsored by 8x8, Inc.
RESOURCE: No company wants to be the next data breach headline. Download this infographic for 3 steps that can help you earn and keep the trust of your customers.
Posted: 28 Feb 2020 | Published: 28 Feb 2020

8x8, Inc.

The Future of AI and the Contact Center
sponsored by 8x8, Inc.
RESOURCE: Intelligent Interactive Voice Response (IVR) is a crucial investment for a contact center. Learn about intelligent IVR and how it utilizes AI to ensure customers get what they need quickly and easily in this infographic.
Posted: 27 Feb 2020 | Published: 27 Feb 2020

8x8, Inc.

The Autonomous Customer 2020: Still Phoning, Still Emailing… But Ready for AI
sponsored by BT
WHITE PAPER: A recent survey by British Telecommunications found that nearly 90% of consumers said they would like organizations to always offer a varying array of channels to meet their needs. Download this Autonomous Customer report to review more results from BT’s research, and explore the 5 major CX trends they identified for 2020.
Posted: 25 Feb 2020 | Published: 25 Feb 2020

BT

Autonomous Customer 2020: The Importance of Voice Channels
sponsored by BT
RESOURCE: Did you know that person-to-person phone calls are still the most used customer channel? Find out why voice channels are still the most preferred method of communication, and what customers generally expect in those interactions in this infographic.
Posted: 21 Feb 2020 | Published: 21 Feb 2020

BT

The Road to Agent Experience Maturity: A Self-Assessment
sponsored by NICE inContact
RESEARCH CONTENT: In recent years, the focus in the contact center industry has primarily been on improving CX, but what’s often not adequately addressed is the agent experience (AX). Download this white paper to review a framework that you can use to enhance your agent experience while improving the overall effectiveness, and impact of your contact center.
Posted: 21 Feb 2020 | Published: 21 Feb 2020

NICE inContact

Inside Sales: It’s Time to Bury Your Cold Contact List
sponsored by TechTarget
EBOOK: It’s a common industry practice to focus primarily on prospects who match a specific persona or job title—but is that really the best method? According to recent research, the answer is no. Download this resource to learn how you can refocus your efforts and get more leads by homing in on prospects with recent, relevant, pre-purchase activity.
Posted: 21 Feb 2020 | Published: 21 Feb 2020

TechTarget

How Amazon Customer Experience Became E-Commerce Standard
sponsored by SearchAWS
RESOURCE: Amazon made personalization, one-click shopping, quick shipping and easy returns de facto standards for all B2C and now, B2B businesses. Read this article to learn how the company did it, and what's next.
Posted: 11 Feb 2020 | Published: 11 Feb 2020

SearchAWS

Why Mitel in Healthcare
sponsored by Mitel Networks Limited
PRODUCT OVERVIEW: Providing patient-centered care has become more important throughout digital transformation. As a result, healthcare organizations are increasingly investing in technology that can help them respond efficiently and knowledgeably to patients. Learn about Mitel’s solution and how it can help you in this white paper.
Posted: 06 Feb 2020 | Published: 06 Feb 2020

Mitel Networks Limited

What Are the Biggest Challenges for Brand Manufacturers?
sponsored by Salsify
WHITE PAPER: Managing an online storefront is daunting—read this white paper to learn the challenges that many businesses are facing with online retail, and learn how they are staying competitive by abandoning old product information management systems in favor of more integrated and wide-ranging programs.
Posted: 05 Feb 2020 | Published: 12 Dec 2019

Salsify

5 New Rules to Tackle Shoppers’ Rising Expectations on Your Brand
sponsored by Salsify
RESEARCH CONTENT: Today’s consumers are looking for relevant reviews (30%) and sophisticated product recommendation engines (20%) to help quickly determine if the product is right for them, according to research by Salsify. Explore findings from Salsify on the 5 ways you can tackle shoppers’ rising expectations in this report.
Posted: 03 Feb 2020 | Published: 03 Feb 2020

Salsify

6 Transformational Customer Service Trends
sponsored by ServiceNow
RESEARCH CONTENT: Recent trends in customer service have pushed many organizations to reshape how they approach CX. Explore the 6 transformational customer service trends that will take over in the next few years, and how you can adjust and benefit from them in this research report.
Posted: 27 Jan 2020 | Published: 27 Jan 2020

ServiceNow

CSM Essentials Guide: Advanced self-service platforms open new customer frontiers
sponsored by ServiceNow
EGUIDE: Gartner recently found that 15% of all customer service interactions will be handled completely by AI by 2021. But many organizations have also reported difficulty with managing AI technologies. Read the 3 articles in this handbook to learn about the benefits and drawbacks of customer service AI and other self-service platforms
Posted: 24 Jan 2020 | Published: 24 Jan 2020

ServiceNow

Third-party marketing automation vs. native CRM tools
sponsored by ComputerWeekly.com
EGUIDE: Though many CRM platforms offer native marketing automation tools, many organisations find it beneficial to use a third-party application, such as Eloqua or Marketo. Read more in this e-guide.
Posted: 24 Jan 2020 | Published: 24 Jan 2020

ComputerWeekly.com

AI and automation in customer service: Is it too good to be true?
sponsored by ServiceNow
EGUIDE: Technological advancements are transforming traditional customer service departments and call centers into multidimensional corporate forces. Learn how AI, chatbots, process automation and predictive analytics is affecting customer service and the future of the enterprise.
Posted: 23 Jan 2020 | Published: 23 Jan 2020

ServiceNow

Customer service technologies revolutionize CX engagements
sponsored by ServiceNow
EGUIDE: Customer service has evolved in ways that were unthinkable just a few short years ago. They now play a strategic and multidimensional role in fulfilling positive customer experiences that lead to brand loyalty and increased revenues. Download this expert guide to explore the evolution of customer service
Posted: 22 Jan 2020 | Published: 22 Jan 2020

ServiceNow

Call Center-Contact Center Comparison Matrix
sponsored by EvolveIP
RESOURCE: How do you know which call center software is best for you? To help you come to a decision, Evolve IP created a comparison chart that looks at Evolve’s own product, Fuze, 8x8, inContact and 4 more vendors. Download your copy today to explore which software is best for you.
Posted: 15 Jan 2020 | Published: 15 Jan 2020

EvolveIP

Gain Situational Awareness to Improve Critical Event Management
sponsored by EverBridge Inc.
WHITE PAPER: Access this white paper to learn several techniques to improve your organization’s critical event management (CEM) like the OODA loop, data collection, and the 4 steps to resolving crises.
Posted: 14 Jan 2020 | Published: 14 Jan 2020

EverBridge Inc.

Modern-day Sales Team, Yesterday’s CRM?
sponsored by Salesforce
RESEARCH CONTENT: Providing a unified customer experience requires a base of business technology that employees can use to communicate with customers. The most successful organizations are doing this with a modern CRM system. Download this Frost & Sullivan research report to explore why organizations are implementing modern CRM and the benefits it brings.
Posted: 10 Jan 2020 | Published: 10 Jan 2020

Salesforce

Revolutionizing Constituent Services: From Document Creation to Output
sponsored by Hyland
CASE STUDY: Outdated technology was throttling productivity within Montana’s Department of Labor and Industry—until they discovered Content Composer by Hyland. Learn how the tool helped the Department of Labor and Industry streamline customer-focused processes and ultimately improve CX for area residents in this case study.
Posted: 08 Jan 2020 | Published: 08 Jan 2020

Hyland
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