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CRM Research

  • Demonstrations: Deliver Superior Customer Interactions

    Sponsored by: IBM

    Good customer service means real-time engagement and a coordinated response. Access these demonstrations to learn how to effectively engage with and respond to customers, accelerate onboarding, cut costs and improve service, and how to handle customer complaints—before they become public.

  • Guide to Modernizing Customer Service

    Sponsored by: ServiceNow

    CRM isn't enough anymore. Improving customer service is a top concern for most businesses, and we all know that acquiring new customers is more expensive than retaining existing ones. In this guide, find a checklist for modernizing your customer service and the benefits of doing so.

  • Simplify Your Operations to Deliver Quality Web Experiences

    Sponsored by: Akamai

    Delivering web experiences that meet growing customer expectations while also keeping sites and services simple for end users is difficult. Learn how you can foster collaboration across your teams, provide quality customer experiences, and overcome IT complexities by leveraging APIs and highly available apps.

  • The Key to Improving Customer Experience and Decreasing Disloyalty

    Sponsored by: [24]7 Customer, Inc.

    Providing customers with a "delightful" experience has become a focus for business differentiation. It's garnered a lot of attention, but is it actually worthwhile? Discover the key to improving customer loyalty and 8 questions that are essential to decreasing disloyalty through reducing customer effort.

  • Putting Context at the Center of Sales Success

    Sponsored by: SAP

    To gain a thorough understanding of the challenges facing sales departments, a team of vendors and sales directors have unearthed sales leaders' insights and views on several issues. Uncover key details on the tension between targets and costs, changes within the sales funnel, and more.

  • Customer Centricity and the CMO: An Interview with 10 CMOs

    Sponsored by: [24]7 Customer, Inc.

    Read this interview with 10 chief marketing officers (CMOs) to find out why customer centricity has emerged as an urgent management mandate and how this is affecting their marketing strategies. What did these CMOs say about fostering a deeper understanding of the customer's reality? Access now to find out.

  • Benefit from Automated Services Without Sacrificing Customer Experience Using Enterprise Intelligent Assistants (EIAs)

    Sponsored by: [24]7 Customer, Inc.

    Enterprise intelligent assistants (EIAs) are growing in popularity but do you have the knowledge that you need to choose the right one? In this Opus Research report, learn 8 core characteristics of highly successful EIAs. Discover how you can benefit from automated services without sacrificing quality customer experience.

  • Are You Meeting Today's Mobile Mandate?

    Sponsored by: Akamai

    While mobility provides amazing opportunities for business growth, the rapid rate of mobile adoption represents unprecedented challenges in mobile delivery. In this e-book, learn about challenges in mobile delivery and how to master them by optimizing for fast APIs, mobile apps, and mobile sites.

  • Overcoming Siebel Complexity to Achieve Agile and Continuous Deployments

    Sponsored by: Automic

    This webcast explores how you can successfully and efficiently automate Siebel CRM deployments with one automation platform. Find out how this platform enables your business with service orchestration, release automation, and workload automation.

  • Release Automation and Continuous Delivery for Siebel CRM

    Sponsored by: Automic

    This white paper explains how you can achieve release automation and continuous delivery with technology that supports Oracle's Siebel CRM. Find out how to deliver Siebel-specific upgrades with increased agility for a better all-around customer experience.

  • Cloud-based IT-as-a-Service: Providers, SLAs, and More

    Sponsored by: Catchpoint Systems Inc.

    This white paper explores ITaaS providers, SLAs and more. Examine the keys to an ITaaS business, what reporting and analysis in the cloud can do to your business performance and revenue, and 5 reasons your SaaS business should monitor behind the firewall.

  • Honeywell Success Story: Performance Management with Real-Time Analytics

    Sponsored by: Catchpoint Systems Inc.

    This case study explores how Honeywell isolated poorly-performing components, ensured online content delivery, and guaranteed performance of individual internal apps and products using digital performance analytics.

  • Social Media Monitoring Long on Promise, Short on Results

    Sponsored by: SearchContentManagement

    Companies see great potential in using social monitoring to gain insight into consumer behavior, but the tools have been falling short of expectations.

  • Data Sheet: Uncover Complex Issues & Optimize the Customer Experience

    Sponsored by: Catchpoint Systems Inc.

    Website and application user experience is the diff¬erence between success and failure in digital business, making it more critical than ever to measure and analyze real user experience. Access this data sheet to learn how continuous customer experience monitoring drives results and revenue.

  • Case Study: Omni-channel Point of Sale Gives Fat Face a Lift

    Sponsored by: BT

    With an old point of sale (POS) system struggling to cope, international active lifestyle brand Fat Face needed something that would better support the company's omni-channel and international ambitions. Find out how they replaced mission critical legacy systems with an on-demand, scalable cloud-based platform.

  • 5 Must-have Features in a Marketing Automation Platform

    Sponsored by: Marketo

    There are many marketing automation platforms to choose from, so it is critical that you choose the one that best meets your organization's needs. In this e-guide, uncover which 5 must-have features to look for in a marketing automation platform and find a further outline of their clusters of features.

  • The Future of Retail Customer Experience

    Sponsored by: [24]7 Customer, Inc.

    71% of in-store shoppers who use smartphones say the device is more important than the in-store experience. Uncover the future of retail shopping with 5 key predictions based on current trends and the changing perception of shopping experiences for you to consider.

  • Relying on Paper Processes? How to Upgrade Your Content to Stand Apart

    Sponsored by: IBM

    23% of companies still haven't achieved any paper-free processes. Is your company relying too much on outdated paper processes? Read this white paper to learn how to reduce your reliance on paper and speed up your processes to improve customer experience.

  • Transform Work in the Cloud with Secure Content Management

    Sponsored by: IBM

    Countless hours can be wasted navigating content siloes when looking for the right files to share with customers. Watch this video to learn how you can quickly scan, classify, and tag documents to enhance the security of your content collaboration and improve customer relationships.

  • Secure, Scalable Content Collaboration

    Sponsored by: IBM

    This short video highlights how a CIO of a national leading bank improved critical steps of a loan application process to ensure sensitive customer information and documents are being handled in the best way. Gain ideas on how you can improve your content management processes to keep important information secure and help improve customer service.

  • The Definitive Guide to Engaging Email Marketing

    Sponsored by: Marketo

    Generic emails are a good way to alienate potential leads. Email marketing needs to be as engaging as possible in a market which bombards customers on a daily basis. Access this comphrensive guide to create the most engaging email marketing strategy possible.

  • IBM Case & Data Capture for Banking

    Sponsored by: IBM

    As banks focus more on enhancing customer experience, they need to accelerate processes be more responsive to customer needs. ECM allows banks to streamline data capture for key content processes, drive profitability and business flexibility. Check out this video to see how ECM allowed one bank to develop a richer customer experience.

  • A Guide to Choosing the Right ECM Tools for Your Business

    Sponsored by: IBM

    ECM tools should be a cornerstone in your enterprise information toolkit, but there are many variables in play, and choosing the right platform requires consideration of your industry, objectives, existing software and in-house resources. In this e-guide, we explain the criteria you should use to evaluate and select ECM tools.

  • Case & Capture for Government

    Sponsored by: IBM

    Governments make it their mission to improve the quality of life for all of their citizens, in every aspect but case documents can pile up and become difficult to manage. Learn how document capture and case management allowed one agency to better serve their citizens.

  • Designing a Marketing Organization for the Digital Age

    Sponsored by: Marketo

    More than 90% of smartphone users look up information while they are in the middle of another task. Read on to learn more about the urgent need for fundamental changes needed for digital marketing success and how waiting to make these changes could be hurting your organization.

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