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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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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

Your Guide to Omnichannel Customer Support
sponsored by Zendesk
WHITE PAPER: The customer determines the best way to engage with your company based on their needs and preferences. So how can you anticipate which channels a customer will need or want? Learn what omnichannel support entails, how a strategy can benefit your business, what factors are driving channel preferences, and more.
Posted: 30 Oct 2017 | Published: 30 Oct 2017

Zendesk

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

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

Critical Capabilities for the CRM Customer Engagement Center
sponsored by Zendesk
ANALYST REPORT: Learn more about the market research and guidelines needed to help application leaders understand and select suitable customer service software, with 4 use cases and 8 critical capabilities to consider.
Posted: 23 Mar 2018 | Published: 19 Dec 2017

Zendesk

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

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

5 Steps for Building a Business Case for Customer Journey Mapping
sponsored by Mega International
WHITE PAPER: Customer journey mapping can help you understand your customers, improve buyer engagement and make you more agile to changing customer demands.
Posted: 18 Jan 2018 | Published: 18 Jan 2018

Mega International

Digital Transformation in Sales: Evolving the Art of Customer Engagement
sponsored by Microsoft
WHITE PAPER: Businesses that use the most modern levels of digital technology – such as CRM and advanced analytics tools – enjoy a 50% increase in revenue growth, according to Microsoft's survey of sales leaders.
Posted: 17 Jan 2018 | Published: 17 Jan 2018

Microsoft

Report: A 36-Criteria Evaluation of CRM Suites
sponsored by Microsoft
RESEARCH CONTENT: In this Forrester report, explore a 36-criteria evaluation of CRM suites to help you identify which tools may best fit your organization's needs.
Posted: 17 Jan 2018 | Published: 21 Nov 2017

Microsoft

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

The Ultimate Guide to Digital Transformation & Enterprise Architecture
sponsored by Mega International
WHITE PAPER: Uncover how several prominent businesses embraced digital technologies to improve their customer experience, which helped them retain customers and increase profits.
Posted: 08 Jan 2018 | Published: 30 Sep 2016

Mega International

2017 State Of Global Customer Service Report
sponsored by Microsoft
WHITE PAPER: Uncover the Microsoft 2017 State of Global Customer Service report's key findings about digital brand engagement, customer self-service, omnichannel strategies, and more.
Posted: 08 Dec 2017 | Published: 08 Dec 2017

Microsoft

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

Bright Ideas: Line of Business (IT)
sponsored by Zendesk
CASE STUDY: Discover how companies like Xerox and L'Oreal adapted and refined their customer support offerings to help with their workforce and IT struggles.
Posted: 29 Nov 2017 | Published: 29 Nov 2017

Zendesk

How Financial Services Can Be Customer-Centric in the New Digital Landscape
sponsored by Microsoft
RESEARCH CONTENT: This IDC white paper explores how financial services organizations can build a positive digital customer experience across multiple channels. Learn how to create a connected, customer-centric experience with key enablers for cloud content management, mobility, analytics, and more.
Posted: 20 Nov 2017 | Published: 30 Apr 2017

Microsoft

The Total Economic Impact™ Of Zendesk
sponsored by Zendesk
WHITE PAPER: Discover how your organization can provide friction-free customer service experiences, with technology that taps into 5 functional areas, as well as Forrester's Total Economic Impact framework to choose the best customer relationship platform for your business.
Posted: 17 Nov 2017 | Published: 17 Nov 2017

Zendesk

The New Era of Digital Retail
sponsored by Microsoft
WHITE PAPER: Find out what some of the retail industry's brightest thought leaders from Microsoft and NORA had to say about the changing digital landscape in terms of personalization, omnichannel customer engagement, customer data management, and more.
Posted: 17 Nov 2017 | Published: 17 Nov 2017

Microsoft

A Look at 5 Contact Center Automation Tools
sponsored by Genesys
EGUIDE: In this expert e-guide, learn about what you need to consider when making contact center purchasing decisions, 5 contact center automation tools to know, and the top 5 benefits of speech analytics.
Posted: 31 Oct 2017 | Published: 27 Oct 2017

Genesys

IDC: Supporting Customer Experience Initiatives Through Productivity and Process
sponsored by Zendesk
WHITE PAPER: In this IDC paper, learn what it means to the overall organization to be a CX–focused organization, the impact, benefits, and challenges of pursuing a customer experience strategy, and examples of organizations that have effectively used tools to support service and contact center agents.
Posted: 27 Oct 2017 | Published: 27 Oct 2017

Zendesk

Case Study: How the FCC Improved Their Consumer Help Center
sponsored by Zendesk
CASE STUDY: Learn how the Federal Communications Commission (FCC) built up their consumer help center to handle the 450,000 complaints per year they receive with lower cost to taxpayers.
Posted: 27 Oct 2017 | Published: 27 Oct 2017

Zendesk

Cloud CRM Software: Vendor Comparison Report
sponsored by Zendesk
RESEARCH CONTENT: According to Gartner, over 85% of customer service and support software will be delivered on a cloud-based model by 2019. In this Gartner report, compare strengths and weaknesses of cloud CRM software from top vendors including CRMNEXT, Microsoft, Oracle, Salesforce and many more.
Posted: 25 Oct 2017 | Published: 25 Oct 2017

Zendesk

8 Best Practices to Enhance Consumer Experience & Payment Processing
sponsored by Adyen
WHITE PAPER: Optimizing payments has become key for merchants. Consumers expect swift simplicity and convenience when shopping online or on mobile. Discover 8 best practices to enhance customer experience, and optimize payment processing. Plus, uncover 3 steps to help you move forward with your payment optimization.
Posted: 20 Oct 2017 | Published: 18 Oct 2017

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