All Research Sponsored By:TechTarget Customer Experience
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Managing and Optimizing the Call Center
In this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools.
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Growing Revenue with Smart Marketing
In this expert e-guide, find out why integrating sales and marketing is essential for making the most of every customer contact in today's e-commerce landscape. Discover how a new way of approaching your revenue cycle, revenue performance management (RPM) can enhance customer interactions with this powerhouse combination.
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eGuide Digital Marketing: Tips For Connecting With Your Customer
There are many new tools that claim to enhance customer experience management (CEM) strategies, including social and mobile channels. However, such initiatives can backfire if companies employ the wrong strategies. In this e-guide, learn how to best leverage digital marketing and CEM technologies to gain a deeper understanding of your customers.
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Integrating multiple channels to build a single view of the customer
CEM is about so much more than just technology. It's also important to focus on implementing the right processes to facilitate collaboration across different departments and multiple applications. This expert resource describes proven strategies to optimize resources for CEM.
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Developing the right social CRM strategies for improved customer service
Today's exclusive resource examines that steps businesses should take to ensure the seamless integration of social CRM into existing tools and processes. Discover the value you can glean from analyzing and nurturing customer feedback from social media channels.
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Solution Spotlight: Tie Contact Center and IT for Strong Customer Experience Management
It is a reality for many organizations that the IT department and contact center have a big gap in communication and collaboration leading to frustration and project delays. This exclusive resource will help you learn how to bridge the communication gaps between these two departments and set common goals to deliver a seamless customer experience.
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Solution Spotlight: The Role of a Chief Customer Officer in Leading Customer Experience Management
Access this exclusive resource to find out about the value of a chief customer resource officer. Read on to learn more about their duties and responsibilities and how they can help you organization refocus on the increasingly important customer experience management.
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Supporting a Multichannel Contact Center
Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle.
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CRM Initiatives for Improved Customer Experience
Usually when deciding between CRM platforms businesses focused on the deployment method: cloud vs. on-premise. However, as bolstering the customer experience grows in importance, savvy companies are focusing their attention of the features the platform has to offer. Read on to learn which features should be considered in your buying decision.
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Solution Spotlight: Creating a Strong Customer Experience Management Strategy
In this e-guide, learn how to resolve communication issues between the IT and contact center departments by creating internal service-level agreements, recognizing that what's right for the organization is the same as what's right for the customer, and more.
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Drilling to the Core of Better CEM
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.
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Marketing strategies to improve customer understanding
In our customer-centric market, the voice of the consumer is having a major effect on day-to-day business decisions. This expert e-guide reveals tips and advice to help readers utilize marketing strategies to best improve the customer experience and understanding.
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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%.
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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.
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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.
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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.
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Secrets to a Successful CRM Technology Upgrade
Uncover 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-effective CRM upgrade.
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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.
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Making the Most of Customer Data Using CRM Analytics
Explore this expert e-book for advice on choosing a CRM platform that suits your needs, and learn how to construct a well-defined plan to put social media analytics into a broader enterprise context.
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What Customers Want From Their Mobile Apps
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.
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Using Social Media to Win Over Customers
In this expert e-book, you'll learn how to create a successful social CRM initiative (as well as valuable, lasting customer relations) by implementing the right processes and technologies.
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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.
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The New CRM Metrics: Putting Them to Work
There is added pressure for modern contact center agents, with customers armed to the teeth with devices to connect with businesses—from tweets to texts to phone calls. But with proper metrics to gauge performance and lead to instructive training, some of that pressure can be alleviated.
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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.
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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.