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ALSO CALLED: eCRM Services
DEFINITION: Services that include strategy formulation, software selection, software implementation, business process improvement, team/end-user training, and deployment.
CRM Services Reports
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Successfully integrating marketing automation & CRM
sponsored by Rackspace
EBOOK: Integrating marketing automation and CRM systems is often easier said than done and requires a carefully thought-out plan. Read this guide for tips on successfully navigating and getting the most out of your marketing-sales integration journey.
Posted: 06 Aug 2020 | Published: 06 Aug 2020

Rackspace

Customer service for government agencies: Responding to changing citizen expectations
sponsored by ServiceNow
EBOOK: How do you start streamlining and digitizing all these operations to serve citizens faster, in a more cohesive way? Find out in this eBook, which explores how you can organize resilient operations to resolve citizen issues faster, manage location-based work efficiently and safely, and deliver consumer-like experiences at each touch point.
Posted: 14 Jul 2020 | Published: 14 Jul 2020

ServiceNow

Connect Sales and Service Around the Customer
sponsored by Salesforce
WHITE PAPER: Download this white paper to explore common deployment methods for CRM systems, and considerations you should review prior to an investment.
Posted: 08 Jul 2020 | Published: 08 Jul 2020

Salesforce

How to Jumpstart Growth in Commerce
sponsored by Salesforce
EBOOK: How can companies keep up with changing customer demands while also tackling their daily challenges? Download this guide for 15 ways to drive your business forward and reach customers everywhere—on their terms.
Posted: 08 Jul 2020 | Published: 08 Jul 2020

Salesforce

Get up, running, and operating with Adobe's in-house solution experts
sponsored by Adobe
WHITE PAPER: Organizations are increasingly turning to solutions like Adobe's Experience Full Services to help them deliver the best possible experience for their customers. Learn about the platform and its features in this white paper.
Posted: 07 Jul 2020 | Published: 07 Jul 2020

Adobe

Infographic: Top 10 ways to improve Customer Experience
sponsored by ComputerWeekly.com
EGUIDE: As customer expectations increase, so does the need for excellent customer service and customer experience. There are many methods to improve CX - some complex and costly, others relatively simple and inexpensive. But how do you know what's right for you, and where do you start? Here are 10 initiatives you can use to improve customer experience.
Posted: 03 Jul 2020 | Published: 03 Jul 2020

ComputerWeekly.com

Budgeting, Planning and Forecasting
sponsored by OneStream Software LLC
WHITE PAPER: Access this white paper to learn the 6 steps to gain agility in strategic, financial, and operational planning with OneStream.
Posted: 01 Jul 2020 | Published: 01 Jul 2020

OneStream Software LLC

From SalesforceIQ to Freshsales: How CovalentCareers increased revenue by 100%
sponsored by Freshworks
CASE STUDY: Access this case study to learn 4 Freshsales features that eye care start up CovalentCareers is using to their advantage.
Posted: 30 Jun 2020 | Published: 30 Jun 2020

Freshworks

ServiceNow Named a Leader for the CRM Customer Engagement Center
sponsored by ServiceNow
RESOURCE: ServiceNow Customer Service Management solves customer problems by bringing front, middle, and back offices together, proactively addressing issues, and instantly handling common requests. Learn more about the solution in this report.
Posted: 29 Jun 2020 | Published: 29 Jun 2020

ServiceNow

Making the Switch: How 8 Companies Improved Customer Experience with Zendesk
sponsored by Zendesk
WHITE PAPER: Businesses live and die with their customer experience, which can be a problem as your company grows and you need to scale up your customer service infrastructure. But it’s possible to provide an excellent customer experience at scale. Check out this white paper to learn how Uber, Airbnb, and Instacart scaled their CX without losing quality.
Posted: 29 Jun 2020 | Published: 29 Jun 2020

Zendesk

Conversational support made easy with Zendesk
sponsored by Zendesk
WHITE PAPER: Read this guide to see how you can simplify the process of providing conversational customer support across multiple channels with Zendesk.
Posted: 26 Jun 2020 | Published: 26 Jun 2020

Zendesk

The Path to Experience-Driven Commerce.
sponsored by Adobe
WHITE PAPER: As companies like Uber, Airbnb, Birchbox, and more have shown the world, today’s consumers value one thing above all else: experience. But how can enterprises take this fact and use it to create business value? Check out this Adobe white paper to learn how to become a business that sells an experience as valuable as the product itself.
Posted: 25 Jun 2020 | Published: 25 Jun 2020

Adobe

The secret sauce helping CX leaders create loyal clients: Convenience
sponsored by ServiceNow
WHITE PAPER: Today, customer convenience is key. Read this webinar recap to get expert insight from the Aberdeen Group on how to get started on your convenience strategy and foster more customer loyalty.
Posted: 25 Jun 2020 | Published: 24 Jun 2020

ServiceNow

How to Create Value Through Empathy & Impactful Engagement
sponsored by ServiceNow
WHITE PAPER: Read this webinar recap for insight on how to engage and transform your customer experience process in order to provide more value on both sides of the exchange.
Posted: 25 Jun 2020 | Published: 24 Jun 2020

ServiceNow

Unleashing Business Value with Contact Center Testing
sponsored by Empirix
WHITE PAPER: Now more than ever, contact centers need DevOps practices and a test automation strategy that can ensure end-to-end quality of experience for both agents and customers. Get expert insight on integrating DevOps practices into the contact center and embracing digital innovation for better customer service in this IDC white paper.
Posted: 23 Jun 2020 | Published: 23 Jun 2020

Empirix

The ROI of a Testing and Monitoring Solution in the Contact Center
sponsored by Empirix
WHITE PAPER: In this customer-centric age, it’s vital to have a testing and monitoring solution that can provide a complete view of how customers experience voice, video and other channels. Explore the cost savings you could experience with a monitoring solution in this white paper.
Posted: 19 Jun 2020 | Published: 19 Jun 2020

Empirix

Reimagining IVR For Retail
sponsored by Twilio
WHITE PAPER: Download this e-book to explore insights and real-world examples of Interactive Voice Response (IVR) in retail that can help you develop your strategy and improve CX.
Posted: 17 Jun 2020 | Published: 17 Jun 2020

Twilio

Business Continuity: Pivoting to New Demands While Preparing for the Future
sponsored by Adobe
WHITE PAPER: Download this white paper to explore 6 pillars identified by Adobe that can help you navigate potential changes in your digital experience strategy, and manage customer experiences amid times of uncertainty.
Posted: 12 Jun 2020 | Published: 12 Jun 2020

Adobe

Effective Sales Operations: Are We There Yet?
sponsored by Freshworks
WHITE PAPER: Access this white paper to learn the results of Forrester’s findings which includes barriers to SaaS CRM adoption, key challenges when using current SaaS CRM solutions, and 3 recommendations to successfully leverage SaaS CRM to achieve more effective sales operations and greater business benefits.
Posted: 10 Jun 2020 | Published: 10 Jun 2020

Freshworks

Orchestrate, Measure, & Master Cross-channel Success
sponsored by Adobe
EBOOK: Customer experience management (CXM) is the leading edge of marketing, sales, and branding today. Read this eBook for tips on orchestrating, measuring and mastering cross-channel customer interactions for true CXM.
Posted: 08 Jun 2020 | Published: 08 Jun 2020

Adobe

Why Emotional Connections Are Vital to Delivering Outstanding Customer Experiences
sponsored by Intrado
WHITE PAPER: Read this white paper to explore research surrounding the impact of emotional connections on good customer experiences, and get tips on establishing these connections with your customers.
Posted: 03 Jun 2020 | Published: 03 Jun 2020

Intrado

2020 Global Customer Experience Benchmarking Report
sponsored by NTT
RESEARCH CONTENT: Download the 2020 NTT Customer Experience report, which outlines the key CX trends and how you can provide an effortless experience for today’s connected customer.
Posted: 29 May 2020 | Published: 29 May 2020

NTT

A 4-Phased Approach to Delivering Effective Customer Experience During a Crisis
sponsored by Avtex
WHITE PAPER: Download this white paper to explore Avtex’s 4-phased approach to delivering an effective customer experience during a crisis.
Posted: 28 May 2020 | Published: 28 May 2020

Avtex

Credit Union Member Experience Success During and After COVID-19
sponsored by Avtex
RESOURCE: What should credit unions be doing and thinking about in terms of Member Experience during COVID-19? Find out in this blog post, which offers tips on how these institutions can best serve employees and communities during this time.
Posted: 20 May 2020 | Published: 20 May 2020

Avtex

3 Customer Service Megatrends In 2020: Using AI & Automation to Drive Better Experiences
sponsored by ServiceNow
RESEARCH CONTENT: Read this report to explore the top 3 AI and automation customer service trends that experts say will play a big role in your strategy for 2020.
Posted: 19 May 2020 | Published: 19 May 2020

ServiceNow
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