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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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The Big Book of Experimentation
sponsored by Optimizely
CASE STUDY: With Optimizely's experimentation software, businesses are delivering consistent and quality results. In this comprehensive e-book, see the success stories of leading brands who have used Optimizely to boost their revenue, improve lead quality, and beat the odds.
Posted: 07 Dec 2018 | Published: 07 Dec 2018

Optimizely

A Culture of Success: Adopting Experimentation in the Travel Industry
sponsored by Optimizely
RESOURCE: Learn how travel organizations are implementing experimentation platforms to improve their overall customer experience.
Posted: 04 Dec 2018 | Published: 04 Dec 2018

Optimizely

How to Succeed with Digital Experimentation
sponsored by Optimizely
WHITE PAPER: To effectively manage your effort to expand experimental capacity, it's important to "see around the corner" and avoid the missteps that other companies have already made. In this guide, explore a framework to help you build the most efficient strategy and plan possible for operationalizing experimentation.
Posted: 30 Nov 2018 | Published: 30 Nov 2018

Optimizely

VOC and Culture Change: Cracking the Code
sponsored by Concentrix
VIDEO: In this webinar, learn 7 valuable tips from Gina Massa, Senior Director of CX insights at Concentrix, for developing a culture that uses customer feedback to differentiate on experiences.
Posted: 26 Nov 2018 | Premiered: 26 Nov 2018

Concentrix

Why All Leads Are Not Created Equal
sponsored by TechTarget
WHITE PAPER: Download this white paper to take a look at common tactics that many lead providers and media partners are taking in order to ensure they fulfill on your demand generation "goals" – and what you need to know before signing on the dotted line.
Posted: 21 Nov 2018 | Published: 21 Nov 2018

TechTarget

Marketing and Sales Are Leaving $Millions on the Table
sponsored by TechTarget
EBOOK: If you're a marketer focused on demand generation, ABM or other approaches, download this e-book to learn how to identify active demand available within your existing target accounts, evolve your lead and account qualification concepts, eliminate the legacy barriers causing marketing and sales disconnects and more.
Posted: 14 Nov 2018 | Published: 14 Nov 2018

TechTarget

What Are Low-Cost Leads Really Costing You?
sponsored by TechTarget
RESOURCE: This paper explains why low-cost leads cost more in the long run and includes a checklist of questions to ask lead providers to ensure quality. Download to learn more.
Posted: 13 Nov 2018 | Published: 13 Nov 2018

TechTarget

How Companies Transform Their Customer Experience in the Age of the Customer
sponsored by Zendesk
: Inside, find out how brands like Uber, Peloton, and Stanley Black & Decker were able to transform their customer experiences. Learn about the importance of tailoring CRM tools to create unique experiences that are honest and data-driven.
Posted: 31 Oct 2018 | Published: 31 Oct 2018

Zendesk

CRM as a CX Enabler
sponsored by Avtex
WHITE PAPER: CX, at its core, is more effective when tailored to a customer's unique needs and preferences. In this white paper, learn how CRM impacts the success of CX programs in many ways. Continue reading to explore more strategies to maximize your CRM's support of CX initiatives.
Posted: 16 Oct 2018 | Published: 16 Oct 2018

Avtex

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

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

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

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

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

How Uber Grew With Customer Support and Chat Behind the Wheel
sponsored by Zendesk
CASE STUDY: Everyone knows Uber, but behind the wheel? A complex ecosystem that keeps the driver and rider connected and processes running smoothly. Discover how customer support and chat tools supported Uber's business growth.
Posted: 25 Oct 2017 | Published: 25 Oct 2017

Zendesk

Providing Great Customer Service Through Social Media
sponsored by Zendesk
WHITE PAPER: One of the first challenges to providing great customer service is where to focus your time and resources. Providing great customer service through social media can be a way to get around this hurdle. Learn how you can get started with developing a social customer service strategy of your own.
Posted: 25 Oct 2017 | Published: 25 Oct 2017

Zendesk

CRM Evolves Towards Digital Customer Engagement
sponsored by ComputerWeekly.com
EGUIDE: This e-guide focuses on how customer relationship management has evolved towards engaging with customers through every channel, with digital to the fore.
Posted: 23 Oct 2017 | Published: 23 Oct 2017

ComputerWeekly.com

10 Rules For An Efficient Contact Center
sponsored by West IP Communications
WHITE PAPER: There are new rules emerging for your contact center. Cloud-based technology is shifting how things are done, but you must now streamline your skills and strategies for success. Learn 10 rules that will help you run a more efficient contact center in the wake of the shifting landscape.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

West IP Communications

Converting The Customer Experience Into Revenue
sponsored by West IP Communications
RESEARCH CONTENT: Good customer service means good business. In this research report, learn about the customer experience considerations at each stage of the buying cycle, from the moment consumers first become aware of your organization or a need for your products to generating loyalty to create repeat business.
Posted: 21 Mar 2017 | Published: 21 Mar 2017

West IP Communications

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

Patient engagement strategy heavily influences tech investment
sponsored by Salesforce.com
EGUIDE: Patient engagement is widely considered as a critical component of achieving high-quality care. Inside this expert guide, uncover survey results from the purchasing intentions survey by TechTarget and CHIME, the influence of patient engagement on tech investments and value-based reimbursement, and how IoT and CRM can enhance patient care.
Posted: 04 Dec 2017 | Published: 30 Nov 2017

Salesforce.com

Population Health Management: A Look at Essential Tools
sponsored by Salesforce.com
EGUIDE: With population health management tools, one size does not fit all. That's why it's important to include a mix of technologies, including HIEs, CRM, and data analytics. In this e-guide, Jitendra Barmecha, senior vice president and CIO at St. Barnabas Health System, explains how his organization benefits from this technology mix.
Posted: 23 Jun 2017 | Published: 23 Jun 2017

Salesforce.com

Is Online Video Chat the Path to a Personalized Customer Experience?
sponsored by BoldChat - LogMeIn
EGUIDE: In this expert e-guide, customer experience pro Scott Sachs, President of SJS Solutions LLC, examines the maturation of online video chat as an effective tool in contact centers. Discover tips for architecting personalized customer journeys, and learn how to address some of the challenges of video-based customer service.
Posted: 16 Dec 2016 | Published: 14 Dec 2016

BoldChat - LogMeIn
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