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CRM Research

  • Best practices for a seamless Omnichannel Customer Experience

    Sponsored by: Genesys

    It is critical that you consider how to design a memorable experience in the customer lifecycle that maps to the needs of your particular customer segment and aligns to your brand values. Download this white paper now to uncover six best practices to help you design and implement that experience.

  • The ROI of Omnichannel Customer Experience

    Sponsored by: Genesys

    In this upcoming webcast, join guest speakers from Forrester as they discuss the economic impact of delivering an omnichannel customer experience. Register now to learn key market trends, steps to set up your omnichannel strategy, and more.

  • 5 Steps to Building a Customer Experience Driven Contact Center

    Sponsored by: Genesys

    In a recent survey of over 2,000 business executives, sales and service departments are now the top two areas for software and strategic investments--Is your business onboard?

  • CRM: Breaking the Loyalty Myth

    Sponsored by: Oracle Corporation

    In this resource, one consumer behavior consultant lends his expertise to deliver the state of customer service in our time of digital disruption. Uncover opportunities by learning how to capture behavioral data to effectively evaluate initiatives that drive true customer loyalty.

  • Marketing Automation, Simplified

    Sponsored by: Oracle Corporation

    This guide will help you understand the core competencies of marketing, as well as the benefits of implementing automation technology as part of your business structure. From targeting to analytics, you'll uncover the five tenets of modern marketing.

  • 5 Critical Requirements For a Future Ready Contact Center

    Sponsored by: Genesys

    Is your contact center future-ready? In this e-book you will learn how to deliver an effortless customer experience across multiple channels.

  • Measuring Social Media ROI in the Enterprise: Myths and Facts

    Sponsored by: Oracle Corporation

    When it comes to social media marketing, there is perhaps no other topic that is discussed more than determining and reporting return on investment, or ROI. This white paper makes the case that ROI determination can be approached in a unified, structured and straightforward way.

  • Transform Your Business by Embracing Commerce Cloud Tools

    Sponsored by: Oracle Corporation

    When it comes to e-commerce, many top organizations are turning to the cloud because of its flexibility, scalability, and ease of use. In this resource, e-commerce executives from Elaine Turner and Rock/Creek provide a demonstration on how they're leveraging SaaS tools to help ignite innovation, simplify processes, and more.

  • Multi-Channel Customer Communications in a Digital World: Engage Successfully

    Sponsored by: Kofax, Inc.

    IT departments today face the challenge of moving away from traditional batch print processes to interactive and on-demand communications that will meet customer expectations and those of internal stakeholders. In this podcast you will learn the benefits of effectively engaging across multi-channels.

  • Multi-Channel Customer Communications in a Digital World: Engage Successfully

    Sponsored by: Kofax, Inc.

    IT departments today face the challenge of moving away from traditional batch print processes to interactive and on-demand communications that will meet customer expectations and those of internal stakeholders. In this webinar you will learn the benefits of effectively engaging across multi-channels.

  • Unify Data Access Across the Logical Data Warehouse

    Sponsored by: IBM

    By 2020, there will be over 30 billion connected devices. This webcast goes into detail about what this means for the future of data and explains how a logical data warehouse strategy can help you keep up by allowing you to access all your relevant data from a single application.

  • Best Practices for Creating Quota-Busting Sales Reps

    Sponsored by: Oracle Corporation

    Research shows that sales reps are not delivering revenue performance that their managers are counting on. In this expert e-guide, uncover the latest strategies and technologies to help your sales reps transition from always coming up short to crushing their sales quota.

  • 10 Steps to a More Social Contact Center

    Sponsored by: Oracle Corporation

    This expert e-guide reveals the actions you can take to manage social media contact more efficiently. Inside, Donna Fluss, founder of DMG Consulting, explains the benefits and limitations of workforce management systems for social media. Bonus: Discover the 10 steps to create a successful call center social media strategy.

  • SaaS CRM Best Practices

    Sponsored by: Microsoft

    This exclusive e-guide discusses the importance of examining a CRM software vendor's ecosystem before signing on the dotted line. Uncover expert tips on how to negotiate the best SaaS service-level agreement for your enterprise.

  • How Banorte Offers Tailor-Made Customer Service

    Sponsored by: IBM

    This video describes the strategy that financial group Banorte used to centralize and organize their customer data, leading to faster data delivery. Learn how they were able to generate offers tailored to each client more quickly.

  • Best Practices for Boosting Sales and Navigating MSP Pricing

    Sponsored by: Quosal

    In this expert e-guide, discover insights into the sales process and learn how more organized management can help you bust quotas. Also, explore the methods managed service providers leverage—both homegrown and commercial—that help them nail down their pricing calculations.

  • Thriving in the Age of Big Data Analytics and Self-Service

    Sponsored by: Oracle Corporation

    In this brief infographic learn how you can begin to adapt to the challenges of big data analytics by improving customer insights and managing risk. Read on to learn more.

  • Assessing the Benefits of Social and Cloud-Based CRM Tools

    Sponsored by: Microsoft

    Do the cloud and CRM go hand in hand? Most will argue yes. In this expert e-guide, tap into advantages of CRM in the cloud, and learn how technology company Shuttle Cloud uses cloud tools to manage customers, organize sales leads and for hiring internally. Plus, gain tips for making social CRM tools work effectively in your organization.

  • Expert Tips for Social CRM: Why Companies Are Pinning Their Hopes on Pinterest

    Sponsored by: Microsoft

    Learn how you can formulate a winning social CRM strategy, and knock your customers' expectations out of the park. Tap into why Pinterest is piquing the interest of businesses, and also get an exclusive look at how MLB teams engage with their customers via personalized mobile updates.

  • Case Study: Real-time Call Center Monitoring

    Sponsored by: Impetus Technologies, Inc.

    Discover how a leading telecommunications company improved contact center performance with problem resolution metrics to increase customer satisfaction and customer retention rates.

  • Build Inspired Storefront Experiences in the Cloud

    Sponsored by: Oracle Corporation

    Learn about a SaaS strategy that can allow you to launch an innovative online storefront. Discover features like site search and navigation, preview capability without affecting the live site, promotions and recommendations, and much more.

  • Interactive Voice Response Case Study: A Customer Self-Service Strategy for a Leading Home Shopping Company

    Sponsored by: Aspect

    Learn how one home shopping company leveraged interactive voice response and was able to shed their dated and inflexible infrastructure and meet their customers' expectations.

  • Engage & Inspire Customers with a Limitless Storefront

    Sponsored by: Oracle Corporation

    This resource describes a cloud storefront strategy that can help you customize and deploy your storefront without sacrificing features or control, implement regular upgrades, show customers relevant content and promotions, and more.

  • Virtual Agent Success Stories: One Year Later

    Sponsored by: 24/7 Customer

    In this paper containing 4 case studies, you will learn the proper path to achieve digital self-service deployment success by using a virtual agent. Read on to scale your self-service experience as your customer base grows.

  • Data’s Pivotal Role in Improving Customer Experience

    Sponsored by: Microsoft

    Learn how you can build customer loyalty and improve customer experiences via quality and effective customer data collection and analysis. In addition, tap into how companies like 7-Eleven, Walgreens, and Mazda are improving customer journeys by enabling mobile loyalty programs.

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