Customer Interaction Services Reports

WHITE PAPER: Read this white paper to learn how business intelligence (BI) can combine your explicitly-defined business rules and automatically-identified statistical information to deliver the best possible content to your customers for every single interaction.

Posted: 01 Feb 2012 | Published: 01 Feb 2012

EGUIDE: Read this e-guide from SearchCRM.com to learn how American Express and Yahoo tackle customer service with their own twists, how to communicate through multiple channels and ways to craft a single customer view through CEM technology.

Posted: 09 Jan 2012 | Published: 05 Jan 2012

WHITE PAPER: This informative paper describes enterprise 2.0, how you can make the leap from 1.0 to 2.0 as well as real-world examples of successfully engaging web content management.

Posted: 01 Jan 2012 | Published: 29 Dec 2011

EGUIDE: Read this exclusive e-guide to get an executive-level, 360-degree view on which CRM approaches are best for different business scenarios -- from winning strategies for mobile users to social CRM tools to best practices for multi-channel customer experiences.

Posted: 30 Nov 2011 | Published: 23 Nov 2011

VIDEO: Watch this short video and learn how leading retailers, distributors and manufacturers leverage IBM InfoSphere Product Information Management solutions to boost supply chain productivity and deliver an optimal customer purchase experience.

Posted: 15 Nov 2011 | Premiered: 15 Nov 2011

EBOOK: This ebook is full of expert advice for implementing a successful customer experience management (CEM) plan.

Posted: 28 Oct 2011 | Published: 28 Oct 2011

EZINE: This issue of the digital magazine is designed to capture what is an ever changing communications landscape and provides some food for thought to those wondering how they can get the most out of it personally and as a business.

Posted: 21 Oct 2011 | Published: 21 Oct 2011

EBOOK: Is social CRM just hype or is it really worth your business's time? Read this eBook from SearchCRM.com for expert advice.

Posted: 19 Oct 2011 | Published: 17 Oct 2011

EZINE: In this week's Computer Weekly, transformation. Download the new issue now.

Posted: 03 Oct 2011 | Published: 04 Oct 2011

WHITE PAPER: This IBM Redguide™ publication provides information about IBM Social Business and includes details about the business need and the value of transformation to a social business. It presents a high-level Social Business component diagram, highlights key capabilities, and includes customer case studies.

Posted: 01 Oct 2011 | Published: 01 Oct 2011

WHITE PAPER: Access this white paper to learn nine essentials to online opinion marketing.

Posted: 26 Sep 2011 | Published: 26 Sep 2011

CASE STUDY: Changing corporate culture to focus on customer service and support is practically a routine activity in large service-oriented organizations these days.This case study covers what VMware is doing to provide outstanding support for their customers.

Posted: 17 Jun 2011 | Published: 01 Jun 2010

EGUIDE: This SearchCRM.com expert E-Guide explores effective strategies for helping improve the customer experience through knowledge management tools and various social CRM channels. Read this E-Guide to learn how to integrate and strategize these tools for an improved customer experience.

Posted: 14 Jun 2011 | Published: 14 Jun 2011

WHITE PAPER: When a content management team is no longer enough to successfully attract and retain customers, what does the future hold for content management? How does context fit into the picture?

Posted: 17 May 2011 | Published: 17 May 2011

EBOOK: Contact centers have perfected the art of tracking customer inquiries, but first contact resolution is still alluding them.  The key to solving the problem-- not just answering, but resolving the issue.

Posted: 10 May 2011 | Published: 10 May 2011

VIDEO: This Video from SDL takes a look at the ways in which up-scale hotel conglomerate, Mandarin Oriental, has implemented SDL web content management solutions to help expand their business around the world. Watch this video today to learn more.

Posted: 11 Apr 2011 | Premiered: 11 Apr 2011

WHITE PAPER: Read this white paper to learn how BI can combine your explicitly-defined business rules and automatically-identified statistical information to deliver the best possible content to your customers for every single interaction.

Posted: 22 Mar 2011 | Published: 01 Apr 2010

WHITE PAPER: Organizations need to differentiate themselves by providing personalized and rewarding service that leverages the unique value of all customer touch points. If done well, a company can transform customer service into a competitive advantage, and use it to turn a buyer into a customer for life.

Posted: 21 Mar 2011 | Published: 21 Mar 2011

EBOOK: To grow their business, telcos must overcome obstacles presented by legacy systems and thinking and simplify complex processes and infrastructure. IBM data management solutions can help telcos improve operational efficiency and find innovative ways to differentiate the customer experience.

Posted: 17 Mar 2011 | Published: 17 Mar 2011

WHITE PAPER: What is the relationship between a loyal customer and a profitable enterprise and what role can feedback play in improving loyalty? Organizations with fiercely loyal customers take the time to listen to feedback and integrate it into decision making. EFM solutions provide the tools needed help businesses transform feedback into business results.

Posted: 26 Jan 2011 | Published: 26 Jan 2011

WHITE PAPER: This featured white paper sponsored by inContact looks at new innovative ways to improve the customer experience through CRM software and best practices.

Posted: 04 Jan 2011 | Published: 04 Jan 2011

EBOOK: In this E-Book, hear from analysts and experts about recent trends in customer data and learn how winning organizations are truly taking action on analytics. Find out about the challenges that many organizations face when establishing and maintaining customer data management and retention programs and how to meet those challenges head on.

Posted: 20 Dec 2010 | Published: 20 Dec 2010

WHITE PAPER: The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints. This concept is discussed further in the rest of this whitepaper.

Posted: 24 Nov 2010 | Published: 24 Nov 2010

EBOOK: Find out how financial services companies are leveraging CRM technology and best practices to improve service and operational efficiency. Read this e-book to learn more.

Posted: 23 Nov 2010 | Published: 23 Nov 2010

WHITE PAPER: This whitepaper explores the growing role of virtual technologies in physical events (hybrid events) in marketing and communication, as well as identifies five best practices for maximizing their success in achieving organizational goals. Read on to learn more.

Posted: 16 Nov 2010 | Published: 16 Nov 2010