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CRM Research

  • The Promise of Digital Transformation in Leading Institutions

    Sponsored by: Avaya

    In this IDC info brief, learn how digital transformation is changing the way enterprises in Asia Pacific do business, as well as the 2 big benefits of digital transformation, how new ecosystems and partnerships will drive said transformation forward, and more.

  • How to Grow Your Business With Proactive Support

    Sponsored by: Zendesk

    It's time to ask: How do we get more value from Live Chat? In this whitepaper, learn how to take your customer support to the next level and shift from reactive to proactive support by implementing strategies like real-time monitoring and data analysis.

  • New Lateral-Thinking Contact Center Technology

    Sponsored by: BestTime

    The customer's expectation of great service has increased faster than the contact center industry has been able to change and adapt their offering to meet these expectations. Learn about a new lateral-thinking contact center technology by BestTime, and how it can help you in the changing customer landscape.

  • How Salesforce Can Be Used To Boost Sales Performance

    Sponsored by: Conga

    Sales teams have one primary goal: To sell fast, and sell more. In this e-guide, explore the pros and cons of the Salesforce Sales Cloud and gain 5 tips to boost sales forecast accuracy. Plus, learn how Rotobec, a manufacturing company, uses Salesforce automation to connect sales and service data.

  • Getting to Why in Omnichannel Marketing Attribution

    Sponsored by: SAS

    For successful marketing attribution, your digital communications channels must be properly quantified, allocated, analyzed and optimized to realize your business goals. But there are 3 main barriers: Missing data, uncertain data, and big data. Learn how to get around these challenges and develop your attribution strategy.

  • Customer Experience Leader DirecTV Modernizes to Maintain Their Lead

    Sponsored by: Capriza

    In this concise case study, learn how DirecTV decided on a mobile app that streamlined processes by enabling real time box activation.

  • In Good Company: The Value of Conscious Consumers

    Sponsored by: Zendesk

    Consumers are willing to pay 5% or 10% more to purchase from community-responsible companies over others. Access this white paper to learn how to establish a relationship with these consumers and improve your top line.

  • Why You Need to Accelerate Your Sales Contract Experience

    Sponsored by: Conga

    Every day, all over the world, businesses are using contracts to lock in business. Whether it's for services, product, an MSA, or a quote, contracts make it legal. But waiting for a sales contract to be finished is frustrating. Learn how to accelerate your contact experience and promote collaboration between sales and legal teams.

  • Redefine Your Business Communications for Digital Transformation

    Sponsored by: Avaya

    Explore the current trends shaping modern businesses like customer-centric experiences, heightened collaboration, and cloud computing and find out why it's time for organizations to start thinking about adapting their communications for the age of digital transformation.

  • From Cost Center to Profit Center: The Potential ROI of Zendesk

    Sponsored by: Zendesk

    In this 30 minute webinar, Forrester Senior Analyst, Ian Jacobs, discusses the financial impact of Zendesk, a study conducted by Forrester Consulting that examines the costs and benefits of Zendesk to reveal its ROI over a three year period.

  • The Multichannel Customer Care Report

    Sponsored by: Zendesk

    Today's customer wants the personalized experience of human communication but expects the speed and ease of automated services – thereby creating a paradoxical conundrum for businesses. Uncover the key findings of this 2017 customer care report to learn about multichannel strategies for meeting rising expectations.

  • The Salesforce Admin's Guide to Document Generation

    Sponsored by: Conga

    Document generation allows data from a CRM system to be put into a useable format. In order to harness all of the benefits of document generation, you first need to understand when, why, and how to begin a strategy. Inside, learn 3 scenarios when document generation is needed, the key stakeholders involved, and steps to starting a strategy.

  • 4 Top Trends That Are Driving Sales This Year

    Sponsored by: Conga

    As we all know, the primary directive in sales is "sell more, sell faster." But the question is; how? Discover the 4 top trends used by innovative companies this year that drive sales.

  • Increase Sales Productivity and Insight with Streamlined Data

    Sponsored by: Conga

    Every team needs a clear sales process that includes benchmarks for how the process is measured and used, from the prospect to closed-won. Companies with a formal sales development process have 18% more revenue growth than those that don't. Learn how to streamline your data to create a more complete sales process outline.

  • The Value of E-mail Deliverability in Customer Communications Management

    Sponsored by: OpenText

    Non-delivery of transactional communications can be devastating to your bottom line. In this InfoTrends whitepaper, learn more about OpenText and SparkPost's customer communications management (CCM) solution – as well as a closer look at transactional email practices.

  • Customer Communications Management: Analysts Decide its Digital Benefits

    Sponsored by: OpenText

    In this Forrester report, learn why enterprise architects – professionals who seek to align business and IT -- are using CCM to update their technologies to deliver unified and consistent content across multiple communication channels.

  • 10 Hidden Costs of Quoting with Spreadsheets

    Sponsored by: TechData - Connectwise

    This white paper exposes 10 hidden costs of calculating quotes for sales proposals with spreadsheets. Discover how a platform purpose-built for quote automation averts the frustrating, time consuming, and costly tasks associated with tailoring spreadsheets to quoting and empowers your sales teams.

  • Using Chatbots, Live Chat, and Messaging To Interact With Customers

    Sponsored by: [24]7

    Gone are the days of just email and phone for connecting with customers. Research reveals that chat — including online chat tools and messaging apps — is now the most popular way for consumers to interact with retailers. In this research report, discover how customer service has changed with the adoption of chat channels.

  • Enterprise Integration Platform as a Service Vendor Comparison

    Sponsored by: MuleSoft

    Application leaders are being tasked with integrating hybrid application portfolios and providing easy access to the data within those systems. Access this Gartner report to learn about the iPaaS market, where certain vendors stand, and how to evaluate vendors yourself based on what the experts look for.

  • Choosing between the Cloud and on-premises solutions for the contact centre

    Sponsored by: Mitel Networks Limited

    The traditional definition of customer service has changed. Communication channels have evolved, and 74% of consumers today use three or more channels when seeking customer care. To adapt, many businesses are enhancing their options. Learn 7 points to consider before moving to a cloud-based contact centre, challenges to look out for, and more.

  • Delivering a Digital Customer Experience for Today's Mobile Consumer

    Sponsored by: Mitel Networks Limited

    Customer experience is a key differentiator in today's ultra-competitive environment. To have a competitive advantage, your company needs to have flexible interaction with your customers. Learn 7 steps for creating a successful digital customer experience.

  • Workforce Transformation Maturity Assessment for Your Organization

    Sponsored by: Dell EMC and Microsoft

    Access a free workforce technology assessment tool, powered by Forrester Research, to find out how your company stacks up against others.

  • Transforming Workforce Technology is the Key to Improving Customer Experience

    Sponsored by: Dell EMC and Microsoft

    This Forrester Research report explains how employee experience, customer experience, and revenue growth are inextricably linked. Discover ways to leverage employee-facing technologies to improve customer experiences.

  • Workforce Transformation Strategy: A Spotlight on Australia and New Zealand

    Sponsored by: Dell EMC and Microsoft

    For Australia and New Zealand, 2 of the most developed regions in the Asia-Pacific market, their focus this year is largely on improving customer experience. Inside this Forrester report, learn some best practices for workforce transformation in these regions.

  • Thinking Strategically About ABM

    Sponsored by: TechTarget and Marketo

    Industry leaders TechTarget and Marketo outline the most common challenges of Account-Based Marketing (ABM) strategies and a set of practical practices for 2017.

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