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  • 3-2-1 Contact: The Call Center in a Multichannel World

    Learn how mobile apps are changing how agents interact with customers -- and how some companies are integrating mobile CRM with the contact center.

  • Forging a CEM Strategy That Can Power Commerce

    With a seemingly exhaustive number of methods to communicate -- not to mention an expected $280 billion in U.S. e-commerce sales in 2015 -- contact center technology today requires a new approach.

  • Rethink Customer Service for a Multichannel World

    In order to really succeed at customer relationships, C-suite executives are -- finally -- warming up to multichannel communication.

  • Managing the Customer Experience

    This classroom examines tips for using social media to improve the customer experience, how e-commerce and content management systems contribute to a positive customer experience, advice on formulating an effective CEM strategy and CEM and social media analytics technology.

  • Forging a CEM Strategy

    Shoppers are looking for more personalized, responsive, relevant experiences, and in order to provide that, your business needs an effective customer experience management (CEM) strategy. Learn how when you access this expert three-part e-guide and discover six top concepts that make up a successful CEM strategy.

  • How to Fine-Tune your Contact Center

    With call center software, best business practices can be difficult to navigate. But the payoff is worth investigating. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management—including schedule and workforce management.

  • Staying connected: Don't let faulty mobile applications lose customers

    Mobile applications are quickly becoming the most common way customers interact with businesses, and can often make or break a customer's experience. In this expert e-book, explore what customers expect from mobile applications and discover the technologies and practices you'll need to create useful, engaging mobile apps.

  • Using Social Media to Win Over Customers

    While many businesses are eager to join their customers at the social media party, doing so without the proper internal processes in place could spell disaster. In this brief expert e-book, you can learn how to create a successful social CRM initiative (and valuable customer relations) through implementing the right processes and technologies.

  • BPM 101: What Is Business Performance Management and What Are the Benefits?

    This webcast will show you how to quantify BPM ROI and build the business case. It will also look at ways to leverage your existing systems to produce BPM benefits.

  • To Pump up Data Volume, Connect Customer Channels

    In this chapter of our e-book series Improving the Customer Experience Through Technology, CRM professionals explain what it takes to maintain a single view of a customer's history and contact information, how multichannel organizations keep all that data in order -- and how they keep it from falling into the wrong hands.

  • Harnessing Social Media to Boost the Bottom Line

    Launching a social CRM strategy? It's a good idea, but be careful not to overdo it. Get the keys to effective social CRM.

  • Migrating Data for a CRM Technology Upgrade

    In this handbook, get tips to ensure CRM data migrations go smoothly, and explore how proper planning, data profiling, and data quality checks can help you achieve a cost efficient, effective CRM upgrade.

  • CRM Analytics: Making the Most of Salesforce data to increase sales efficiency

    View this white paper to unlock the power behind CRM analytics. It explains how you can develop a view of the customer by analyzing social media data. Find out how to make the most of tweets and Facebook postings by reading this resource now.

  • Mobile apps reach the busy customer

    In this expert e-zine, discover two key areas of app development in today's mobile climate: delivering quality mobile customer service, and uniting front-end and back-end functionality. Also included is a case study of a mobile app that delivered user-oriented, ultra-simple service with outstanding results.

  • 3-2-1 Contact the Call Center

    Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat.

  • The New CRM Metrics: Putting Them to Work

    There is added pressure for contact center agents, with customers armed to the teeth with devices to connect with businesses- from tweets to texts to telephone calls. But with proper metrics to gauge their performance and lead to instructive training, some of that pressure can be alleviated.

  • Customer Experience Exchange, Issue 7

    This 3-article E-Zine offers analysis and advice for the CEM professional. In the featured article, Cameron Kittle reviews CEM technologies and shares the thoughts of industry observers who stress that a company should first know what it intends to do with its wired connection to customers. Continue on for this article and more.

  • Customer Experience Exchange E-Zine: Taking a swing at social CRM

    This edition of the CEM e-zine examines the role social media can play in your company. Learn how Major League Baseball is capitalizing on this revolution to fill its stands even during the darkest of times of the season, why Pinterest is such a success and how Dell measures it's social media success by tracking 22,000 daily online comments.

  • Customer Experience Exchange E-Zine: Issue 3

    In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.

  • Customer Experience Exchange E-Zine Issue 2

    This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.

  • CRM Buyer’s Guide – 2011 Edition

    Welcome to SearchCRM.com’s Buyer’s Guide. This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.

  • E-Book: Successfully Leveraging Marketing Automation Technology: Building a Business Case

    Marketers are being asked to identify, segment and target the most profitable customers and boost customer loyalty. Marketing automation software can help solve these challenges, but it too requires a financial investment. Read on and learn how to successfully leverage marketing automation technology and how to build a business case for it as well.

  • Chapter 3: SaaS on the Rise, but Does It Deliver?

    The emergence of Software as a Service-based applications has enabled organizations to get new applications up and running quickly and cheaply, saving resources for mission-critical tasks.

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