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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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From Insights to Engagement: Transform Your Customer Relationships with Data
sponsored by Marketo
RESOURCE: Inside, learn why marketers struggle to see a step-by-step path forward for meeting customers' expectations, and find out how and why you can use customer data to improve engagement.
Posted: 12 Sep 2018 | Published: 12 Sep 2018

Marketo

Conversational AI for the Enterprise
sponsored by IBM
WHITE PAPER: In this white paper, find out what it means to deploy conversational AI for the enterprise to provide new insights and ways to optimize the customer experience. Continue reading to learn how to design one for your business.
Posted: 10 Sep 2018 | Published: 10 Sep 2018

IBM

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

Uncover the True Value of Your Customer Support Organization
sponsored by Zendesk
RESOURCE: Inside, find out how your organization can build a high-quality, effective customer support center that helps you build relationships that are more meaningful, personal, and productive.
Posted: 05 Sep 2018 | Published: 05 Sep 2018

Zendesk

What Are Your Most Important Customer Service Objectives?
sponsored by Zendesk
RESOURCE: In this resource, uncover insight from experts in the customer service field about what goals customer service attempts to achieve, and how those goals contribute to the larger company mission.
Posted: 05 Sep 2018 | Published: 28 Mar 2018

Zendesk

The 16 Customer Service Skills of Great Customer Service Agents
sponsored by Zendesk
RESOURCE: Customer service involves much more than having a conversation on the phone. Responding to tickets over email, live chat, and social media are equally important communication channels for customers. In this resource, uncover 16 customer service skills of great customer service agents and why agents need to be able to move easily between channels.
Posted: 31 Aug 2018 | Published: 31 Aug 2018

Zendesk

Using VOC to Create a CX Culture
sponsored by Convergys
RESEARCH CONTENT: Voice of the Customer (VOC) insights and tools can drive visibility into what is impacting the customer experience at all levels of the organizations. This infographic highlights how creating an enterprise-wide framework for action, companies can create a working customer experience culture.
Posted: 30 Aug 2018 | Published: 30 Aug 2018

Convergys

Fusion E-Commerce Case Study: Bluestem Brands, Inc.
sponsored by Lucidworks
VIDEO: How can you modernize your company's search capabilities? In this webinar, Jake Wagner talks about Bluestem Brands' transition from their legacy e-commerce search implementation to a more advanced solution.
Posted: 18 Jul 2018 | Premiered: 29 Sep 2017

Lucidworks

The Action Gap: What's Causing all the Disappointment in your Voice of the Customer Program and How to Fix it
sponsored by Convergys
RESOURCE: Today, most companies are failing to realize the payoff of their voice of the customer (VOC) investment. According to Forrester Research, VOC programs are still not taken seriously because they struggle to drive action and prove value. Keep reading to uncover 4 dimensions of your VOC program, the role of VOC software and more.
Posted: 13 Jun 2018 | Published: 13 Jun 2018

Convergys

Self-Service Soars, Increasing Customer Satisfaction
sponsored by Convergys
RESOURCE: Customers want to interact with your company digitally 68% of the time, and they expect it to be quick and easy. As resounding 56% of customers select self-service options first for easy inquiries. Keep reading to learn about the key takeaways and find out how to make customer satisfaction results soar.
Posted: 13 Jun 2018 | Published: 13 Jun 2018

Convergys

CX Extends Beyond the Initial Sale: The Business Case for a Seamless Customer Experience Management System
sponsored by Oracle Corporation
RESOURCE: A great customer experience (CX) develops strong lifetime customer relationships, which boosts the customer lifetime value (CLV) – providing a very high ROI on all monies spent on CX. Inside, find out why 86% of customers will pay more for a better CX and the features and benefits of engagement platforms.
Posted: 12 Jun 2018 | Published: 12 Jun 2018

Oracle Corporation

Airbnb's Custom 360-View of the Customer
sponsored by Zendesk
CASE STUDY: Uncover how Airbnb's Global Customer Experience team aims to ensure a positive customer experience that begins on Airbnb's platform and extends the duration of a stay.
Posted: 14 Mar 2018 | Published: 14 Mar 2018

Zendesk

Healthcare CRM systems for connecting patients
sponsored by Salesforce.com
RESEARCH CONTENT: Learn how the world's #1 CRM can help you succeed in value-based care.KLAS — a leading healthcare research organization — recently named Salesforce a leader in healthcare CRM systems for connecting patients, physicians, care teams, and staff in a whole new way.
Posted: 02 Mar 2018 | Published: 31 Jan 2018

Salesforce.com

Prioritize Support Services to Rise Above the Competition
sponsored by LogMeIn Rescue
RESEARCH CONTENT: 60% of users say that support teams provide unsatisfactory service. IDC found that many support teams are reactive rather than proactive, with nearly 30% of support providers valuing cost over customer satisfaction.
Posted: 29 Jan 2018 | Published: 29 Jan 2018

LogMeIn Rescue

The Evolution of a Business System Hairball and How to Avoid It
sponsored by Oracle NetSuite
RESOURCE: Inside, learn more about a good old fashioned business system hairball, going from zero to 20+ systems in just a few years, and find out, how businesses can get their sales teams under control by investing in an ERP system.
Posted: 18 Jun 2018 | Published: 18 Jun 2018

Oracle NetSuite

Choosing a Sales CRM: 11 Factors That'll Help you Decide Easily, and Faster
sponsored by Freshworks
RESOURCE: If you've gone through the grind of picking a CRM, realizing it didn't fit, dusting yourself off and making a difference choice, keep reading to explore a cheat sheet to help streamline your CRM hunt.
Posted: 12 Jun 2018 | Published: 22 Aug 2017

Freshworks

8 Reasons Why you Should Move From Excel to CRM
sponsored by Freshworks
RESOURCE: Businesses around the world use CRM to create and nurture relationships with their leads, but others use it for marketing automation, and for sales teams to manage their business relationships. Keep reading to explore 8 capabilities that a CRM system can offer you that Excel can't.
Posted: 11 Jun 2018 | Published: 27 Sep 2017

Freshworks

The Product Manager’s Guide to Email
sponsored by SparkPost
RESOURCE: Explore how email notifications and other app-generated email messages can help product teams building fast-growing services make the most of email in their products, and how product development teams can messages in their apps to nurture user engagement.
Posted: 06 Jun 2018 | Published: 06 Jun 2018

SparkPost

Transactional Email Benchmark Report 2018
sponsored by SparkPost
ANALYST REPORT: Inside, uncover results from a survey conducted by SparkPost and view a snapshot of the state of transactional email in 2018, as well as 8 key findings and 5 core recommendations.
Posted: 06 Jun 2018 | Published: 06 Jun 2018

SparkPost

The Future of E-Commerce and CRM
sponsored by Oracle Corporation
EGUIDE: Inside, learn about some trends vendors and analysts are predicting for the future of e-commerce and CRM, and explore key considerations when planning your CRM spend.
Posted: 01 Jun 2018 | Published: 30 May 2018

Oracle Corporation

The Body Shop's Fresh Take on Lasting Customer Relationships
sponsored by Axway
CASE STUDY: The Body Shop, an international ethical beauty business, recognized that they needed to take a different approach to understanding its customers and building relationships. Find out how they built a connected mobile app to gain a deeper understanding of customer preferences and revamp their customer loyalty program.
Posted: 31 May 2018 | Published: 31 May 2018

Axway

The Rise of Customer Experience Networks
sponsored by Axway
RESOURCE: An IDC survey found that senior execs are unhappy with their omnichannel marketing system. 41% said they failed to deliver a unified, real-time view of the digital customer experience. In this infographic, learn how APIs play a big factor in connecting disparate digital marketing channels.
Posted: 31 May 2018 | Published: 31 May 2018

Axway

How to Overcome 5 Daunting Sales and Marketing Gaps
sponsored by Microsoft
WHITE PAPER: Examine 5 massive sales and marketing gaps that could be costing you time, customers, top-line growth and profit, and how you can transform your business processes with 3 critical tips.
Posted: 30 Mar 2018 | Published: 29 Mar 2018

Microsoft

eBook: Blended AI for Customer Experience
sponsored by Genesys
EBOOK: Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide.
Posted: 13 Mar 2018 | Published: 31 Dec 2017

Genesys

5 Daunting Sales and Marketing Gaps
sponsored by Microsoft
RESOURCE: In this resource, explore 5 ways that you can bridge the gaps between sales and marketing, and work to ensure that your business is on a path that best serves customers while boosting the bottom line.
Posted: 01 Mar 2018 | Published: 01 Mar 2018

Microsoft
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