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ALSO CALLED: CRM Application, Customer Relationship Management Software
DEFINITION: Apex is a development platform for building software as a service (SaaS) applications on top of Salesforce.com's customer relationship management (CRM) functionality. Apex allows developers to access Salesforce.com's back-end database and client-server interfaces to create third-party SaaS applications. Apex includes an application program interface (API) that developers can use to access user data  … 
CRM Software Reports
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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

Top 3 'Gotchas' in a Salesforce Contract
sponsored by ClearEdge
WHITE PAPER: Be sure to look closely at the terms in a Salesforce contract. Available exclusively to TechTarget members, this premium download from ClearEdge analyzes the following top 3 Salesforce contract terms to understand and how to fix them: renewal caps, swap rights and restricted use licenses.
Posted: 07 Feb 2020 | Published: 07 Feb 2020

ClearEdge

Negotiating with Salesforce
sponsored by ClearEdge
WHITE PAPER: Don't negotiate your next Salesforce deal without the correct plan. This download, exclusive to TechTarget members, will provide an overview of the ClearEdge Leverage Management Maturity Model, and drill down into the 4 areas specific to deal execution and how to apply them within your Salesforce negotiation.
Posted: 07 Feb 2020 | Published: 07 Feb 2020

ClearEdge

Right Sizing Your Spend with Salesforce
sponsored by ClearEdge
WHITE PAPER: Sizing your Salesforce deal incorrectly can cost you in the long run. Download now to learn best practices in planning for license additions and reductions with Salesforce. Key components addressed include: lost leverage from under-purchase, why customers over-purchase, how to forecast accurately, and pros and cons of 4 deal structures.
Posted: 07 Feb 2020 | Published: 07 Feb 2020

ClearEdge

Salesforce Street Pricing and Sales Tactics
sponsored by ClearEdge
WHITE PAPER: Download now and get tactical advice to increasing your chances of getting the best discounts. Explore price statistics, average discount ranges for common product families, 3 Salesforce tactics and insights on why you should care about them, and a list of sales rep motivations to take advantage of.
Posted: 07 Feb 2020 | Published: 07 Feb 2020

ClearEdge

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

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

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

The power of possibilities: Buy, extend, and build on a true cloud contact center platform
sponsored by Genesys
WHITE PAPER: The buy or build debate has permeated the wide range of applications on which contact centers depend. There are good reasons for – and arguments against – each approach. Download this white paper to review the reasons for and against buying and building. Also explore the benefits of using an API-first cloud contact center solution.
Posted: 31 Jan 2020 | Published: 31 Jan 2020

Genesys

Building the Business Case for an Omnichannel Contact Center
sponsored by Genesys
WHITE PAPER: Download this tip sheet to learn 11 metrics for building your business case for omnichannel customer service.
Posted: 30 Jan 2020 | Published: 30 Jan 2020

Genesys

6 Best Practices of Field Service Leaders
sponsored by ServiceNow
WHITE PAPER: Many field service organizations today still manage much of their work manually, using spreadsheets, email and even pen and paper—which can often lead to inefficient operations and frustrated customers. Download this eBook to explore 6 best practices for upgrading field service management to improve CX.
Posted: 29 Jan 2020 | Published: 29 Jan 2020

ServiceNow

IDC: Proactive Customer Service: Myth or Reality?
sponsored by ServiceNow
RESEARCH CONTENT: Today’s customers are mobile and socially connected, so enterprises must proactively provide engagement and services across multiple channels at the time, place and device desired by the customer. Learn how you can do that with proactive customer service in this IDC report.
Posted: 29 Jan 2020 | Published: 29 Jan 2020

ServiceNow

Deliver a Greater Customer Experience with ServiceNow
sponsored by ServiceNow
RESOURCE: Every successful organization needs to ensure that their customers have a good enough experience to keep them coming back. Browse this resource collection to explore the keys to building successful customer experiences and learn how ServiceNow Customer Service Management can help your organization reach their CX goals.
Posted: 29 Jan 2020 | Published: 29 Jan 2020

ServiceNow

3 Strategies to Reduce B2B Churn in Telecom
sponsored by ServiceNow
WHITE PAPER: B2B is a critical area for telecom—especially with enterprise technology spending on the rise, and the emergence of the cloud, IoT, big data, and other trends. Find out how ServiceNow can help CSPs capitalize on that trend and not fall victim to B2B customer churn and SLA penalties in this white paper.
Posted: 28 Jan 2020 | Published: 28 Jan 2020

ServiceNow

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

How to prioritize KPIs as an e-commerce CTO
sponsored by Datadog
WHITE PAPER: CTOs from e-commerce and retail firms swim in a sea of business and system health data. It can be hard for them to balance the 2, but that’s why this article exists: to offer an efficient framework for thinking about and prioritizing KPIs, so e-commerce CTOs can check what matters and move on. Download your copy to learn more.
Posted: 24 Jan 2020 | Published: 24 Jan 2020

Datadog

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

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

2020 Digital Trends Deep Dive: Consent Defines our Digital Future
sponsored by Adobe Inc
RESEARCH CONTENT: An average of 74% of consumers across 10 global markets indicate a high degree of concern over online privacy. So, what can your organization do to ease consumers’ qualms? Find out in this report, which explores why consumer consent is so important, and what strategies companies are using to keep customer data safe and secure.
Posted: 15 Jan 2020 | Published: 15 Jan 2020

Adobe Inc

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.

Checklist for an Omnichannel Contact Center
sponsored by EvolveIP
WHITE PAPER: What are the key elements you need for a successful omnichannel contact center? Find out in this checklist, which you can download and use to maximize the effectiveness of your strategy.
Posted: 14 Jan 2020 | Published: 14 Jan 2020

EvolveIP

2020 Digital Trends Deep Dive: AI Gets Marketers Back into Marketing
sponsored by Adobe Inc
RESEARCH CONTENT: AI and ML adoption is projected to grow the most among CX leaders in 2020. Find out why and explore the different ways companies are implementing it in Adobe and Ecoconsultancy’s 2020 Digital Trend report, which focuses on AI and ML adoption among marketers.
Posted: 14 Jan 2020 | Published: 14 Jan 2020

Adobe Inc
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