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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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3 Ways to Speed Up Success with CX Personalization
sponsored by Avanade
WHITE PAPER: Download this strategic marketing guide to explore 3 ways you can speed up success with CX personalization.
Posted: 27 Apr 2020 | Published: 27 Apr 2020

Avanade

The Total Economic Impact of Pega Customer Decision Hub
sponsored by Pegasystems
RESEARCH CONTENT: For marketers today, delivering an exceptional CX is imperative – and requires investment. To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed 4 customers with up to 5 years of experience using Pega Customer Decision Hub. Download the report to review the results.
Posted: 24 Apr 2020 | Published: 24 Apr 2020

Pegasystems

5 Strategies for Experiential Commerce
sponsored by Acquia, Inc.
WHITE PAPER: This e-book highlights five strategies for experiential commerce to help close the content and commerce integration gap—from uniting your marketing and merchandising functions to moving towards the omnichannel. Download now to discover these essentials and to put them to use in your enterprise.
Posted: 24 Apr 2020 | Published: 24 Apr 2020

Acquia, Inc.

CX How to Develop Engaging Consumer Apps with CRM Data
sponsored by Salesforce
WEBCAST: With so many stores closed and businesses working remote, your customers are online more than ever. Help them find what they need with apps that include CRM data. Learn how you can do that in this brief video
Posted: 23 Apr 2020 | Premiered: Apr 23, 2020

Salesforce

EX Salesforce Inside Stories
sponsored by Salesforce
RESOURCE: What happens when an entire organization uses Salesforce? See how Salesforce makes every employee more productive.
Posted: 23 Apr 2020 | Published: 23 Apr 2020

Salesforce

TI myTrailhead Demo
sponsored by Salesforce
PRODUCT DEMO: Help your employees skill up from home. MyTrailhead empowers employees to learn with an on-demand, gamified platform, customized with your brand and content. Watch the demo video to learn more.
Posted: 21 Apr 2020 | Premiered: 21 Apr 2020

Salesforce

Disruptive Customer Engagement with Cloud Contact Center Software
sponsored by RingCentral
WHITE PAPER: The shift to the cloud that is happening in the contact center software market is very similar to what has already happened in the customer relationship management (CRM) market. Download this report to learn why so many organizations are adopting cloud contact center software and explore 4 RingCentral customer success stories.
Posted: 13 Apr 2020 | Published: 13 Apr 2020

RingCentral

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

How CIOs Benefit from An Effective Digital Transformation Strategy
sponsored by NGINX
WHITE PAPER: Download this white paper to review the importance of having an effective digital transformation strategy and the benefits it can offer CIOs.
Posted: 20 Mar 2020 | Published: 20 Mar 2020

NGINX

How Not to Lose Your Customer in 3 Seconds
sponsored by NGINX
WHITE PAPER: The consequences of a bad digital experience can be severe. In fact, recent research found that 90% of users will only give a website 3 seconds to load before abandoning it. So—given how important enjoyable digital experience is—what can you do to not lose a customer after 3 seconds? Find out in this white paper.
Posted: 19 Mar 2020 | Published: 19 Mar 2020

NGINX

How Holiday Inn Re-vamped their Contact Center with CallMiner
sponsored by CallMiner
WEBCAST: Holiday Inn Club Vacations is a collection of resorts in the U.S. Hoping to expand their contact center and better meet compliance requirements, the company implemented CallMiner’s Eureka platform. Learn about Holiday Inn’s experience and the benefits Eureka helped them realize in this brief video.
Posted: 19 Mar 2020 | Premiered: Mar 19, 2020

CallMiner

Is it time the contact center walked away from social media?
sponsored by BT
WHITE PAPER: Download this white paper to learn why some organizations have begun to move away from social media when it comes to contacting customers, and what you can do to derive more value from it.
Posted: 12 Mar 2020 | Published: 12 Mar 2020

BT

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

Turning Your Salesforce Community into a Case Deflection Engine
sponsored by Coveo
WEBCAST: Watch this 60-minute webinar to learn the three ways you can turn your Salesforce Community into a self-service & case deflection engine.
Posted: 11 Mar 2020 | Premiered: Mar 11, 2020

Coveo

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

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

Partnering to Accelerate Results
sponsored by TechTarget
EBOOK: Whether it’s to fill short-term gaps, raise you over a barrier, or serve as a bridge across territory you always need to avoid, building the right partnerships can elevate your value delivery and demand gen strategy. Download “Partnering to Accelerate Results” to learn how to create partnerships that can help you reach your goals.
Posted: 26 Feb 2020 | Published: 26 Feb 2020

TechTarget

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

5 Key Trends in Understanding Digital and Channel Success
sponsored by BT
RESOURCE: What does it mean to offer an autonomous customer experience in 2020? Find out in this infographic, which explores 5 key trends in understanding digital and channel success.
Posted: 20 Feb 2020 | Published: 20 Feb 2020

BT

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

Improve Customer Satisfaction, Sales and Workforce Engagement with Genesys AI
sponsored by Genesys
WHITE PAPER: Many companies implement AI technologies to boost customer service interactions, but its value can—and should—be extended across the entire enterprise. Find out how you can implement AI throughout your entire CX strategy with Genesys in this white paper. Also explore how Genesys has helped other large companies enhance their AI implementation.
Posted: 03 Feb 2020 | Published: 03 Feb 2020

Genesys

Why Companies are Trying to Build Empathetic Relationships with Customers
sponsored by Comcast Business
RESOURCE: Download this IDC blog post to see why so many organizations are making the shift from selling a product to providing an experience, and explore the benefits of doing that.
Posted: 31 Jan 2020 | Published: 31 Jan 2020

Comcast Business
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