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  • Manage Your Contact Center For More Meaningful KPI's

    Sponsored by: Genesys

    In this expert e-guide you'll find some helpful hints as to how you can identify the proper metrics needed to produce meaningful contact center KPI's. In addition, read 7 dos and don'ts of call center management to help you nourish your agent's best CRM practices.

  • 7 Reasons Why Mobile Messaging Works & 3 Reasons Why It Fails

    Sponsored by: Twilio

    It's important to understand why mobile messaging may or may not work for your organization's customer service strategy. Here are 7 reasons why it works and 3 reasons why it occasionally fails.

  • Key Pros and Cons of Salesforce Sales Cloud

    Sponsored by: Salesforce

    In this brief expert guide, explore the pros and cons of Salesforce Sales Cloud. Learn why some users praise Sales Cloud's usability and accuracy, while others mourn its mobile CRM capabilities.

  • A Blueprint For Building Your Mobile Messaging Strategy

    Sponsored by: Twilio

    97% of Americans use messaging at least once a day, but less than 40% of businesses support messaging as a contact channel. In this e-book, discover a how to successfully incorporate messaging into your omnichannel customer engagement strategy. Learn how Uber, Airbnb, and 8 more major companies lead the way when it comes to mobile messaging.

  • 2016 Global Report: Understand How Consumers Use Messaging

    Sponsored by: Twilio

    89% of consumers want to talk to businesses via messaging. Discover why messaging is the next transformative measure in customer engagement, as well as why and how to get ahead of the trend.

  • Geospatial intelligence on the move

    Sponsored by:

    By having access to a centralised geographic information system (GIS), valuable context can be added to an organisation's existing data assets which can be accessed by any mobile worker, including the field force.

  • What to Expect from the Salesforce Sales Cloud Platform

    Sponsored by: Salesforce

    In this expert guide, explore what you can expect from the Salesforce Sales Cloud Platform with account/contact management, marketing, lead management, sales, and analytics features. Learn about the five different editions of this platform, their value, and details about trial periods.

  • Predictive Analytics Foretells Consumer Wants on Social Media

    Sponsored by: SearchContentManagement

    Predictive marketing analytics can show companies how to tap and target consumers on the vast and fertile communications real estate known as social media.

  • Data Analytics Maps Positive Customer Journeys

    Sponsored by: SearchCRM

    Amid the noise of multiple communication channels, data analytics strategies can identify needs, predict behavior and enhance the customer experience.

  • Bring the Quoting Process Into the 21st Century

    Sponsored by: Quosal

    With references from 80's classic Back to the Future II, this e-book explores how implementing advanced proposal and quoting software can quickly bring your quoting process into the 21st century. Tap into 7 ways to get your quoting strategies out of the 90s to close more deals.

  • Redefine Your Customer Service: 10 Trends to Consider

    Sponsored by: ServiceNow

    In the age of the customer, executives don't decide how customer-centric their companies are — customers do. In this Forrester report, learn the top 10 trends for application development and delivery pros supporting customer service operations. Write your company's roadmap and redefine customer service success in the age of the empowered customer.

  • Cold Calling is not Dead: Accelerate your Sales Performance

    Sponsored by: Salesforce

    While new generations of sales reps may prefer digital communications, the buyers they target will likely respond faster to cold calling. Learn 5 tips to make cold calling a successful endeavor in your organization.

  • Guide to Mastering Intelligent Customer Service

    Sponsored by: Coveo

    Today's customers are more empowered than ever, so naturally their expectations are changing across every industry. Use this e-book to explore the intelligent customer self-service approach, the balance between improving self-service and agent skills, and best practices.

  • Survey Report: Insights from Today's Customer Service Leaders

    Sponsored by: ServiceNow

    Customer service is difficult to master, but this survey report offers insights from 200 U.S. customer service leaders. Inside you will learn about common practices among these leaders and see how you can apply them within your organization.

  • How to Move Beyond Traditional CRM and Modernize Your Customer Service

    Sponsored by: ServiceNow

    According to a Forrester study, 80% of businesses believe they deliver a superior customer experience, but only 8% of their customers agree. Explore a holistic approach that brings together people, workflows, and systems to deliver a superior customer experience beyond traditional CRM.

  • Scaling the Great Wall: How to Deliver Superior Web Performance to End Users in China

    Sponsored by: Catchpoint Systems Inc.

    22% of the world's web users live in China, representing the largest eCommerce market, but it poses several problems. Access this e-book to learn about the unique challenges facing Internet content providers looking to expand their presence in the Chinese market.

  • Advanced Analytics Assessment - Telecoms

    Sponsored by: IBM

    In minutes this assessment could help empower your organization with leading industry insights. Find out how your current BI capabilities stack up against your competitors, and receive an outline for how your enterprise can begin the transition to big data analytics.

  • The CMO Perspective: Global C-suite Study

    Sponsored by: IBM

    In this research study, drawing from the responses of 5,247 C-suite executives, you'll learn what techniques a multitude of enterprises have found promising for honing their competitive edge in customer experience management such as experimenting with collaborative business models, increasing one-on-one customer communication and more.

  • 4 Ways to Drive Service Innovation with the Internet of Things

    Sponsored by: IBM

    Explore how organizations across multiple industries are using real-time insights to deliver better services to clients with an IoT approach to data collection and use. Uncover 4 ways to improve services with IoT and get real-world examples of how organizations from around the world are already using analytics to unlock the power of IoT data.

  • Case Study: How Honda France Consolidated Their BI Platforms

    Sponsored by: Yellowfin

    This case study explains how Honda France found a web-based program that was hassle-free and allowed them to spend less time worrying about collecting analytics. Learn how they adopted a program which is accessible from mobile devices, merged seamlessly with their existing CRM platform, cut the cost of their existing BI capabilities, and more.

  • Modernize Your SAP Implementation to Make Real-Time Business a Reality

    Sponsored by: Pure Storage

    Learn how businesses can extract data directly from SAP ERP, CRM, and SCM systems and analyze data in real-time, enabling business managers to quickly make data-driven decisions.

  • Updating Marketing Technology as Part of Enterprise Digital Transformation

    Sponsored by: SAP

    As organizations undergo a digital transformation to the 3rd Platform of computing, marketing technology is both ahead and behind the curve. This white paper outlines the enterprise marketing technology challenges in a 3rd Platform world and discusses how new and legacy technology can be combined to provide a true 360-degree view of the customer.

  • Five Ways CRM Tools Improve Constituent Relationships

    Sponsored by: Infor

    When it comes to customer relationships, engagement equals empowerment. Access this white paper to explore five ways CRM tools can help you improve the relationship you have with your customers.

  • Mastering Digital Transformation with CRM

    Sponsored by: bpm'online

    77% of businesses have digital transformation as their top priority. Digital transformation is seen as the ultimate challenge as it affects every aspect of the business. Access this e-book to learn how to achieve transformational agility with CRM technology to keep pace with an ever-changing market.

  • Customer Experience Analytics: Delivering More Personalized Customer Service

    Sponsored by: zendesk (bime by)

    In this e-guide, explore several customer experience initiatives to help you discern which tactics have the staying power it takes to make a positive impact on your company's ability to integrate analytics into its CRM systems. Find out how to derive actionable insights that can help you create a more personalized customer experience.

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