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  • Google+ Guide

    Sponsored by: Oracle Corporation

    This guide explores some best practices for utilizing Google+ as an effective user engagement strategy.

  • CRM Data Analytics Features

    Sponsored by: Indicee

    This expert eGuide discusses how today's CRM data analytics capabilities go beyond the data points collected concerning the number of email messages sent to customers and the number of calls and quotes.

  • Data Integration for the Real Time Enterprise

    Sponsored by: Informatica

    To succeed amidst global uncertainty requires business agility. In this white paper, learn about the many benefits of enabling a real-time enterprise, and better understand how, via data integration, you can maintain a competitive advantage by helping deliver timely and accurate data to your customers.

  • Vodafone Germany Adopts HP's Flexible Retail Applications

    Sponsored by: Hewlett-Packard Company

    This webcast highlights the upgraded applications solution that Vodafone's German retail stores chose to help better manage purchase processes, inventory, and service contracts so that employees could spend more time better servicing customers.

  • Measuring, Monitoring, and Improving Customer Experience

    Sponsored by: IBM

    In this SearchCRM.com expert e-guide, find insights from leading organizations and industry authorities to help you address the challenges of monitoring and measuring your CEM strategy. Also inside, find 10 steps for improving your customer experiences.

  • Contact Centers Evolve with Advanced Technologies

    Sponsored by: Desk.com (A Salesforce Company)

    Contact center modernization introduces several challenges, including legacy application integration and managing a growing amount of customer data from new channels. Consult this exclusive e-guide to learn how to overcome the hurdle of legacy application integration with new systems, and how to create a realistic modernization roadmap.

  • Best Practices in Customer Experience Management

    Sponsored by: IBM

    In this e-guide from the experts at SearchCRM.com, find out why social media has become a powerful tool for customer experience management (CEM), and discover what you can do to drive social media success.

  • Digital CRM and the Customer Experience

    Sponsored by: IBM

    This e-guide from the experts at SearchCRM.com describes why digital technologies are proving to be the "next big thing" in the world of CRM, and explores the strategies that small businesses are using to stay competitive in e-commerce.

  • Engaging Customers: New Lessons Around Customer Behavior

    Sponsored by: IBM

    This expert e-guide lays out five CEM lessons learned from AMC's hit TV show Breaking Bad that can help you cook up better customer experiences. Also inside, find a case study that describes the success that doughnut store Krispy Kreme found with the right mobile engagement strategy.

  • Social Monitoring Tools Give GNC Marketing Muscle

    Sponsored by: IBM

    In this exclusive Solution Spotlight, discover how nutritional products retailer GNC successfully leveraged social channels  to grow their customer base and create "a net increase in the discussions about GNC,'' according to Chris James, director of social media at GNC.

  • Social, Mobile, and Analytics to Push CRM Through 2015

    Sponsored by: IBM

    In this e-guide, get advice from experts including Gartner research vice president Gene Alvarez, on how businesses can prepare for the evolving CRM market and address changing customer experience needs. Don't get left behind by relying on legacy processes and technology -- find out how to get ahead of the pack by reading now.

  • Contact Center Metrics for Customer Experience Success

    Sponsored by: Desk.com (A Salesforce Company)

    In this SearchCRM.com expert e-guide, get an inside look at common practices for measuring contact center and organizational performance, and learn how you can transform metrics into a world-class customer experience.

  • Effectively Leveraging CRM Analytics

    Sponsored by: MicroStrategy Incorporated

    This expert e-guide discusses how to measure success with mobile, social, and analytics with a new set of metrics. Also, discover Forrester Research Inc. analyst Mike Gualtieri's four steps to developing a customer data management strategy that allows you to successfully leverage analytics.

  • Ten IT Skills on the Brink of Extinction

    Sponsored by: Global Knowledge

    This brief resource talks about the top 10 IT skills that are going to become irrelevant soon. It also highlights what's going to come next in terms of advancing technologies.

  • Enterprise Architecture Summit 2014

    Sponsored by: Gartner

    Organizations today are facing unprecedented disruptions and opportunities brought on by increased digitization and are looking for guidance on what it takes to get through this transformation. Access the following 2014 Summit brochure to see exactly what is going to take place this year.

  • How to Fine-Tune Your Contact Center

    Sponsored by: TechTarget

    If your call center has issues keeping up with new technological advancements in communication like social and mobile then it's time for a multi-channel makeover. This e-book delves into how different contact centers have evolved with the times rather than become outdated and how you cane remain competitive in this growing environment.

  • Customer experience consistency key to successful CRM

    Sponsored by: TechTarget

    Customer service plays an integral role in business continuity, but in order to provide optimal customer satisfaction you need to access customer information and that takes integration, and a solid security plan. Take this brief survey and gain access to this guide showcasing a new realm of customer service that reaches far beyond the call center.

  • Five Ways to Differentiate Your Customer Service Offering Using the Cloud

    Sponsored by: Genesys

    Implementing new technologies to enable multi-channel customer service isn't always easy, especially for mid-size organizations that are trying to balance costs with customer personalization. Access this white paper to learn why a cloud-based contact center could be the answer for better service at a lower cost.

  • How the Cloud Levels the Customer Service Playing Field

    Sponsored by: Genesys

    In this paper by Ovum research, discover how mid-market companies can leverage the cloud to improve customer service, and, as a result, get on a more level playing field with bigger competitors. Explore the challenges that mid-size companies face with customer service, and get recommendations for cloud adoption tailored to service organizations.

  • Transforming Customer Experience in the New Digital World

    Sponsored by: Genesys

    In this white paper, learn why taking a holistic approach to digital channels in the contact center can help you deliver consistent, seamless, personalized experiences across all customer channels.

  • Customer Experience: Essential Requirements for Company Profitability and Competitive Success

    Sponsored by: Genesys

    Companies across all industries are feeling pressure to improve the customer experience while reducing costs at the same time. However, most are not prepared to cost-effectively provide great, real-time. multi-channel customer experiences, due to outdated technology and processes.

  • Gaining a CRM Edge with Self-Service BI

    Sponsored by: SearchBusinessAnalytics

    Putting business intelligence capabilities in the hands of frontline customer service workers can help boost customer relationship management efforts. This virtual classroom provides insight and advice on how to successfully use self-service BI tools in CRM programs.

  • Why Workforce Management and Contact Centers Should go Hand-In-Hand with Customer Experiences

    Sponsored by: Aspect

    In this expert e-guide, learn why companies should focus on an "outside-in" approach to customer experience management (CEM) and workforce management. Discover how "workforce management gives you the tools to manage and optimize staff and, in doing so, keep your costs as low as possible" according to DMG Consulting's Donna Fluss.

  • Advanced Technologies Key to Next-Gen Contact Centers

    Sponsored by: LogMeIn, Inc.

    Access this helpful e-guide to learn how to improve customer experience by equipping contact center agents with the right tools and technologies. Discover why Forrester Research analyst Art Schoeller recommends an "outside-in approach" to acquiring new contact center technologies, and explore his key considerations for adopting new tools

  • Workforce and Customer Experience Assessment

    Sponsored by: IBM

    Access the following resource to take the social business assessment to find out just how "social" you really are. Also uncover how the social business can ultimately create a smarter workforce and exceptional customer experience.

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