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CRM Research

  • Innovation and Collaboration for Effective Healthcare Management

    Sponsored by: HealthEdge

    Health insurers, providers, and community resources need to come together with the patient's well-being prioritized as a unifying mission. Explore some popular factors that comprise social determinants and impact health outcomes.

  • Opportunities and Best Practices For Going Global with Cross-Border Payments

    Sponsored by: Adyen

    Payments are a key driver of success in international expansion, so it's vital to perfect your cross-border e-commerce. Learn how to optimize online payments for international expansion.

  • Transforming the Digital Customer Experience

    Sponsored by: Sophos

    In this 8-chapter e-guide, learn how to rapidly deliver better, more sustainable and measurable customer experiences and improve your overall business.

  • Break Through the Digital Noise with People-Based Marketing

    Sponsored by: Sophos

    According to Gartner, most marketers now expect customer experience to be the key differentiator – which is why it's essential to know what your customers want and how to give it to them. Learn how to break through the noise with a people-based marketing approach.

  • 4 Ways Intent-Driven Personalization Can Optimize Your Cross-Channel Digital Marketing Efforts

    Sponsored by: Sophos

    In the world of digital marketing, the increasing number of consumer devices is making it harder to connect with your target audience. How can you ensure that your campaigns, bids, and budgets are reaching the right people for maximum ROI? Learn 4 ways intent-driven personalization can help you reach your goals faster.

  • Personalize Marketing without Being Creepy

    Sponsored by: Sophos

    According to Econsultancy, 75% of U.S. consumers like it when brands send them personalized messages and offers. But how do you avoid crossing the line from personalized to downright creepy? Learn how to adapt your marketing personalization strategy to deliver premium customer experiences.

  • How WFO Suites Can Benefit Small and Mid-Sized Contact Centers

    Sponsored by: NICE Systems

    Contact centers of all sizes need management tools and analytics to help enhance employee engagement. But small and mid-sized organizations need tools that are the right size for them, which can be different from what a large contact center requires. Learn about how a unified workforce optimization suite can benefit smaller contact centers.

  • How to Get Deeper Insights into your Marketing Campaigns

    Sponsored by: Looker

    How can you centralize your campaign data so everyone can see how everything is performing? Learn how you can avoid relying on disparate data sources – enabling you to get insights that help track important marketing KPIs, attribute marketing campaigns directly to revenue, and more.

  • Know Your Customers: Millennials vs. Boomers

    Sponsored by: Sophos

    According to Salesforce, 25% of customers would go so far as to not make a purchase if a brand didn't offer their ideal method of interaction with customer service. That's just one major reason why you should know – and identify with – your customers. Learn the difference between millennials vs. boomers.

  • Know the truth: 3 Busted Myths About CX Alignment

    Sponsored by: Sophos

    According to Mary Meeker's Internet Report, 82% of customers stopped doing business with a company in 2016 after a bad experience. With numbers like that, it's vital to stay on top of CX. Learn the truth behind 3 myths of CX alignment, and how you can incorporate AI into your strategy.

  • A Look at 5 Contact Center Automation Tools

    Sponsored by: Genesys

    In this expert e-guide, learn about what you need to consider when making contact center purchasing decisions, 5 contact center automation tools to know, and the top 5 benefits of speech analytics.

  • 4 Myths (Busted!) About AI

    Sponsored by: Sophos

    It's time to learn the truth behind artificial intelligence – rather than what Hollywood has deemed "killer robots." Learn the facts behind 4 pervasive AI myths.

  • Your Guide to Successful CRM Digital Transformation

    Sponsored by: Sophos

    In this new digital era of distracted customers and frustrated marketers, you need to learn how to meet consumer expectations. So how do you break through the digital noise and be heard? Discover 5 critical steps to digital success and more.

  • Your Guide to Omnichannel Customer Support

    Sponsored by: Zendesk

    The customer determines the best way to engage with your company based on their needs and preferences. So how can you anticipate which channels a customer will need or want? Learn what omnichannel support entails, how a strategy can benefit your business, what factors are driving channel preferences, and more.

  • Case Study: Omnilife Increases Sales, Customer Retention and Agent Productivity

    Sponsored by: Genesys

    In this case study, learn how Omnilife (a dietary supplement distributor) improved their existing customer service strategy, and increased sales across channels within their multi-level marketing model.

  • Chatbots Are Not the Future... They're Right Now

    Sponsored by: Sophos

    Companies today have no choice but to become fundamentally digital and harness the power of current technology to improve CX and sales. Learn why chatbots can be employed to boost your business, how to use bots to get ahead, and uncover the 3 ways a bot can be used for engagement.

  • Increasing Sales with Speech Analytics

    Sponsored by: Genesys

    This case study explores how Neutron Industries, a cleaning and maintenance solutions provider, automated quality management to improve their agents' skills – enabling them to deliver exceptional service and improve sales.

  • The Guide to Omnichannel Customer Engagement

    Sponsored by: Genesys

    In this guide to omnichannel customer engagement, gain ideas on how your organization can create customer experiences that are streamlined, simple, and fully informed and effective – all to meet the needs and preferences of your customers.

  • 7 Steps for Delivering Next-Generation Digital Customer Service

    Sponsored by: Genesys

    According to a survey conducted by Altimeter Group, 42% of businesses are investing in new digital channels to more effectively serve their clients. Companies understand the urgent need to create engaging and effortless digital experiences. In this white paper, uncover 7 steps for delivering a next-generation digital customer service strategy.

  • Supporting Customer Experience Initiatives Through Productivity and Process

    Sponsored by: Zendesk

    In this IDC paper, learn what it means to the overall organization to be a CX–focused organization, the impact, benefits, and challenges of pursuing a customer experience strategy, and examples of organizations that have effectively used tools to support service and contact center agents.

  • Case Study: How the FCC Improved Their Consumer Help Center

    Sponsored by: Zendesk

    Learn how the Federal Communications Commission (FCC) built up their consumer help center to handle the 450,000 complaints per year they receive with lower cost to taxpayers.

  • Why Your Best Agent is a Chatbot

    Sponsored by: Sophos

    Enterprises can use artificially intelligent chatbots as virtual agents or assistants to replicate the effectiveness of their best agents and reduce customer frustration and wait time. It sounds great, but how do you get your plan up-and-running? Check out this chatbot 101 guide.

  • AI Will Lead to Fewer Jobs: What Should Your Business Do About It?

    Sponsored by: Sophos

    According to Forrester Research, robots will take 24.7 million jobs by 2027 ... but create 14.9 million jobs in the same period. Explore the ramifications that AI will have on labor, jobs and the economy, and what your business can do to stay on top of this change.

  • Secrets of the Most Productive Salespeople

    Sponsored by: Salesforce

    Read this e-book to uncover the 5 tips and tricks from sales leaders on how you can maximize time spent selling and focus more on connecting with your customers.

  • How Uber Grew With Customer Support and Chat Behind the Wheel

    Sponsored by: Zendesk

    Everyone knows Uber, but behind the wheel? A complex ecosystem that keeps the driver and rider connected and processes running smoothly. Discover how customer support and chat tools supported Uber's business growth.

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