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CRM Research

  • Case Study: CareFirst

    Sponsored by: Salesforce.com

    Learn how CareFirst, the largest health insurance provider in the US mid-Atlantic region, leveraged the Salesforce Service Cloud in order to decrease interaction times, increase customer satisfaction, and empower their employees.

  • 10 New Rules of the Inbound Contact Center

    Sponsored by: West Corporation

    This guide defines a variety of "new rules" for contact centers that take into account the evolving demands of cloud, web, and mobile-enabled customers. Learn how to keep up with the rise of the multichannel, customer-centric model of business and uncover 10 rules for modern contact centers.

  • estratégias para melhorar a experiência do cliente

    Sponsored by: Genesys

    Conhecer as etapas do percurso do cliente durante sua experiência é essencial para que sua empresa possa antecipar o próximo passo do cliente, personalizar a experiência ou fornecer atualizações proativas para otimizar o processo. Faça já o download deste recurso para saber como começar a fazer isso agora mesmo.

  • As cinco capacidades que deve ter uma plataforma de experiência do cliente

    Sponsored by: Genesys

    Muitos contact centers atuais introduzem canais de interação isolados, que também administram as interações do cliente de forma isolada. Esta abordagem resulta em frustração para o cliente, e redução da eficiência operacional. Baixe já este recurso para saber quais são as 5 capacidades que a sua plataforma deve oferecer.

  • Construir um caso de negócio para modernizar o contact center

    Sponsored by: Genesys

    A modernização do contact center é fundamental para aumentar o valor e a produtividade, reduzir custos e, principalmente, otimizando a experiência do cliente. Faça o download deste recurso para saber como começar a desenvolver seu case hoje mesmo.

  • Master the Art of Influencer Marketing

    Sponsored by: Sysomos

    Because of the excess of choices available to consumers today, many rely on already-informed opinions in order to make their choices. These customers, called influencers, hold the key to gaining a following of customers. Learn about how to successfully incorporate influencer marketing in your organization.

  • Best Practices for Utilizing Social Insights to Plan and Measure Campaigns

    Sponsored by: Sysomos

    A successful social marketing campaign hinges on the reaction of its target audience. Failing to use data from today's social media landscape is a missed opportunity. Discover crucial steps and processes for developing marketing campaigns that have social media data at their core. Plus, learn best practices for utilizing social data.

  • Move Over, Account-Based Marketing: Job-Based Marketing is Here

    Sponsored by: OpenText

    An account-based marketing (ABM) strategy allows marketers to better target their messaging – and it only gets better with job-based marketing. Access this report from Aberdeen Group to uncover a comparison between both types of marketing.

  • Salesforce Health Cloud: Patient Relationships, Not Records

    Sponsored by: Salesforce.com

    In this brief data sheet, explore a run-down of features and benefits of Salesforce's new Health Cloud.

  • 10 Best Practices You Need To Build and Engage Your Community Through Social Media

    Sponsored by: Sysomos

    Engaging in social media isn't an option anymore. So if you're going to do it, you want to do it well. Discover these best practices in social media management and community engagement, so you can put your best foot forward and make connections online—something that adds incredible value to both your audiences and your company.

  • Converting The Customer Experience Into Revenue

    Sponsored by: West Corporation

    Good customer service means good business. In this research report, learn about the customer experience considerations at each stage of the buying cycle, from the moment consumers first become aware of your organization or a need for your products to generating loyalty to create repeat business.

  • Adapting to the New Normal: The Evolution of Social Media & What Success Looks Like Today

    Sponsored by: Sysomos

    2.7 billion social network users are expected by 2019. With such a shift in the social landscape, it's important for you to adapt your business to the new normal. Discover how you can successfully adapt to social media. Topics include: using social media metrics, making sense of data in a silo, and much more.

  • Contextual Marketing: Stop Neglecting your Audience

    Sponsored by: Tealium

    With the right technology, today's marketers can understand, segment, and engage their audiences better. Access this white paper and learn how you can grow leads, increase conversions, and decrease future churn.

  • Analyst Report For Contact Center Infrastructure

    Sponsored by: Genesys

    Contact center infrastructure vendors continue to integrate their multichannel capabilities in order to develop "omnichannel" solutions, while enhancing their cloud delivery capabilities. Inside this bias-free analyst report, discover what contact center decision makers should evaluate when considering different technology from various vendors.

  • 3 Predictions About The Future of Customer Experience

    Sponsored by: Avaya

    It seems like only yesterday that the communications world was marveling at the benefits of integrating voice and data. Now, it's all about the multi-touch customer experience and mobility. Discover 3 predictions about how the future of customer experience may evolve.

  • Omni-Channel Vs. Multi-Channel Vs. Multi-Touch: Understand The New Customer Service Buzzwords

    Sponsored by: Avaya

    The buzzword in customer service and contact centers over the past few years has been omni-channel. But there's a disconnect between how businesses around the world that use the term vs. how vendors use it. Learn about the differences between omni-channel, multi-touch, and multi-channel, and what to consider in each.

  • Critical Innovations Driving Future Customer Experiences

    Sponsored by: Avaya

    Customers are the lifeblood of any company, and it's the experiences that customers have with your company that's most important. With a changing digital world, you need to have an understanding of how to move forward with changing consumer needs. Learn the critical elements driving superior customer experiences that you should consider.

  • Customer Engagement In The Spotlight: 3 Pillars Of A High Quality Customer Experience

    Sponsored by: Avaya

    Today's digital consumers demand a consistent experience across multiple touch points, both physical and digital. But high quality, seamless interaction depends on how well you build up the 3 pillars of customer experience. Inside, learn what those pillars are, and how to leverage them in order to provide an excellent customer experience.

  • Keep A Leg-Up On The Competition By Creating User-Defined Experiences

    Sponsored by: Avaya

    Gartner predicted that by the end of 2016, 90% of companies would compete on customer experience. To gain a competitive edge, you need to create user-defined experiences. Inside, learn about Avaya Oceana, a next-generation customer engagement platform. Discover how this platform can deliver a unified multi-touch experience.

  • How to Keep Customer Satisfaction Up, Costs Down, and Overall Support Center Efficiency on the Rise

    Sponsored by: LogMeIn Rescue Lens

    In this guide, discover how a live-video support tool is changing customer service support. Access tips on how to keep customer satisfaction up, costs down and overall support center efficiency on the rise.

  • A New Way to Look at Support in Manufacturing Customer Service Centers

    Sponsored by: LogMeIn Rescue Lens

    Discover an innovative, live-video support tool that helps your customer service representatives see precisely what the problem is, through the eyes of the customer, without leaving the call center.

  • 10 Trends Impacting Your Contact Center & How to Profit From Them

    Sponsored by: Mitel Networks Limited

    Engaged consumers buy 90% more, spend 60% more, and are 5x more likely to pledge loyalty. Creating an optimal experience will affect how your customers view your business. If you're successful, you'll earn their loyalty. If you're not, they're gone. Inside, discover 10 contact center trends to turn into loyalty-building, profitable opportunities.

  • London Theatre Direct Presents APIs for Better Ticket Selling

    Sponsored by: TIBCO Software Inc.

    Learn how London Theatre Direct leveraged an API platform to make their system more user-friendly, creating real-time availability for ticketing, secure booking, and customer reviews. Discover how they turned open APIs into a key business differentiator that offers high-volume traffic, reliability, and better customer experiences.

  • Improving Your Sales Performance with the Right Tools, Strategy

    Sponsored by: Xactly

    The goal of any business is to have a successful sales department. In this expert e-guide, learn what you need to do to improve your sales strategy. First, discover how to overcome hurdles when choosing the right sales tools for your business. Then, learn about sales performance management (SPM) and planning in the context of corporate strategy.

  • Fast, Lean, and User-Friendly Master Data Management

    Sponsored by: Triniti

    Watch this brief video go beyond conventional master data management (MDM) by implementing a lean platform that simplifies the user experience, cuts costs, and integrates with ERP, PLM, and CRM systems by leveraging data in real time.

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