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CRM Research

  • The Essential Checklist for Modernizing Customer Service (ebook)

    Sponsored by: ServiceNow

    One survey revealed that companies with the best customer service are 127% more likely to enable inter-departmental collaboration than the average company. Access this e-book to see what else this survey revealed and how you can modernize your organization's customer service.

  • Survey Report: Putting Service First

    Sponsored by: ServiceNow

    In a survey of 200 senior customer service managers, it was found that the top customer service providers all provided their customers with self-service options. Access the rest of the survey now to find what else the top providers had in common, and how you can reach the top tier of customer service.

  • 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.

  • A Quick Guide to Modernizing Customer Service

    Sponsored by: ServiceNow

    80 percent of businesses believe they deliver a superior customer experience. However, only 8 percent of their customers agree. Download this white paper to explore how to redefine the fundamentals of customer service by bringing together people, workflows, and systems to proactively resolve issues and optimize the service experience.

  • 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 - CSG & DT

    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 - Workstation

    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.

  • A Business Spotlight on Australia and New Zealand

    Sponsored by: Dell EMC - CSG & DT

    Businesses in Australia and New Zealand are focusing 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.

  • Webcast: 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.

  • Creating Personalized Experiences with Real-Time Insights for CEM

    Sponsored by: OpenText

    Creating an engaging and unified multichannel customer experience is a top priority, but many companies find themselves scrambling to adapt. In this expert e-guide, discover how to generate key customer insights in real-time and learn about 4 ways to create personalized experiences.

  • Project Nightingale: An API-Led Revolution in Retail IT

    Sponsored by: MuleSoft

    This e-book presents a hypothetical retail business and follows their journey to meet customer expectations and deliver business agility. Discover how to take a new approach to integration with API-led connectivity and microservices architectures to tackle digital transformation challenges and deliver modern, personalized customer experiences.

  • Predict Customer Behavior With the Power of Big Data

    Sponsored by: [24]7

    How do you delve down into data to discern customer behavior patterns and discover what content will provide focused and personalized experiences? Explore how to leverage big data and predictive analytics to turn customer data into critical opportunities in order to enhance decision-making and architect a truly unique, positive customer journey.

  • Transform Insights, Improve Operational Excellence, and Delight Customers with Extended ECM

    Sponsored by: OpenText

    Explore the concept of extended ECM and how it enables you to integrate business content with business apps – including CRM, ERP, supply chain management, and HR management. Discover how to contextualize content management, improve critical customer interactions, and enhance financial decision-making.

  • Enable Enterprise Content Management for Salesforce

    Sponsored by: OpenText

    This paper explores how to derive optimal value from your content by bringing together ECM and your CRM systems. Discover how you can get a fuller, more insightful picture of your customers by powering Salesforce with ECM.

  • 10 Rules For An Efficient Contact Center

    Sponsored by: West Corporation

    There are new rules emerging for your contact center. Cloud-based technology is shifting how things are done, but you must now streamline your skills and strategies for success. Learn 10 rules that will help you run a more efficient contact center in the wake of the shifting landscape.

  • 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.

  • 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. But does it fall short in tailoring marketing campaigns down to the level of each shareholder, within the target account? Can job-based marketing (JBM) strategies do what ABM can't? This Aberdeen Group report compares ABM and JBM. Explore both strategies.

  • 5 Ways Every Sales Rep Can Accelerate Success with Analytics

    Sponsored by: Salesforce.com

    This Salesforce research report explores what to look for in an analytics tool and how to put real-time, critical insights in hands of not only executives but their employees as well. Discover how to unlock the information within your customer data to ensure better decision-making, identify best practices, and align your CRM and BI.

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