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CRM Research

  • The State of Support Services 2017

    Sponsored by: LogMeIn Rescue

    In this research report by the Technology Services Industry Association, learn the current state of customer support services, including 4 strategy elements of the current customer support transformation 4 key phases of the customer lifecycle and the engagement channel that brings the most customer satisfaction.

  • Engage with Customers in an Ultra-Connected Era

    Sponsored by: Genesys

    Find out how to use an integrated cloud-based contact center management system to orchestrate sound omni-channel strategies and deliver differentiated customer experiences. Learn how to make your contact center mobile and social media friendly and increase customer engagement.

  • Contact Center Economics and the Cloud

    Sponsored by: Genesys

    Weigh the benefits of moving important contact center apps, systems, and data to the cloud. Find out how to strike the balance between cloud and on-premise deployment for your contact center by assessing key factors like the size and geographic location of your company.

  • Best Practices for a Seamless Omnichannel Customer Experience

    Sponsored by: Genesys

    Find out how to create memorable customer experiences, map out the customer lifecycle, and align customer experiences with your brand values with 6 best practices.

  • Removing the Barriers to Automating Quality Assurance

    Sponsored by: NICE Systems, Inc

    Explore 4 barriers to true quality management automation in contact centers and how to overcome them. Discover how to get the most out of your quality management processes and data by paving the way for the automation.

  • Harness the Power of the Cloud to Engage Your Customers, Employees and Business

    Sponsored by: NICE Systems, Inc

    Discover how to use a cloud-based workforce management (WFM) platform to simplify, automate, and scale your contact center's WFM infrastructure and operations.

  • The State of Contact Center Workforce Management

    Sponsored by: NICE Systems, Inc

    This ICMI research report examines the role played by workforce management (WFM) in making sure contact centers have the right people with the right skills and resources in place to deliver quality customer service. Uncover the report's key findings and learn how to apply WFM best practices to contact centers.

  • Keeping the Romance Alive to Attract and Retain Customers

    Sponsored by: SAP Hybris

    Uncover tips for improving customer relationships so that you can increase brand trust, customer engagement, and customer loyalty.

  • Payment Providers Comparison: Adyen vs. IBM vs. Worldline &More

    Sponsored by: Adyen

    Online retailers who fail to recognize and instill payments as a strategic enabler and differentiator in their digital transformation will fall behind their competitors. The challenge is finding the right tools for your business. Learn about the payment providers that matter most and how they compare.

  • Evolving Retail: How Digital Is Shaping the Future of Brick & Mortar in the U.S.

    Sponsored by: Adyen

    Giving customers a seamless unified experience means both in-store and online shopping will increase. In fact, in a national survey, it was found that 63% of consumer respondents said they'll shop more both in stores and digitally. In this research report, learn how retailers can keep up with unified commerce.

  • What's Powering Digital Transformation?

    Sponsored by: Commvault

    What is driving the era of digital transformation and how will it impact you? How are the experts defining the term? Access this infographic to learn about the key factors that CIOs are looking for in their transformation efforts.

  • Customer Relationship Management 101

    Sponsored by: Salesforce

    In this e-book, explore CRM and discover 5 ways it helps you grow your business, 7 unmistakable signs that you need CRM, how Salesforce can help shape your CRM strategy, and more.

  • Overcoming Enterprise Unified Communications Challenges

    Sponsored by: Vyopta

    This webinar explores the challenges Western Union encountered while transforming legacy technologies into a fresh, dynamic platform comprised of both old and new technologies. Explore challenges of enterprise UC, Western Union's path to success, and 4 key to overcoming problems.

  • A Computer Weekly Buyer's Guide to Customer Experience

    Sponsored by: ComputerWeekly.com

    Discover how to craft data-first CRM strategies and get tips about coordinating data sources for effective CRM, 5 ways to reduce risks for Salesforce deployments, and the pros and cons of current CRM software offerings.

  • The New Rules For Skills-Based Routing to Improve Your Customer Experience

    Sponsored by: Mitel Networks Limited

    Skills-based routing has been around for a long time, but now it has evolved to the point where it has become a key differentiator for contact centers looking to enhance their customer experiences. Learn how to redefine skills-based routing to filter interactions with customers via calls, email, web chat, and SMS.

  • CRM and Digital Opportunities for Today's SMBs

    Sponsored by: Salesforce

    This report, commissioned by Salesforce, aims to identify potential areas SMBs can improve when it comes to using CRM and digital technology. Learn how to create more targeted, personalized marketing strategies, orchestrate multichannel strategies, assess the potential financial benefits of CRM, and more.

  • 30 Steps to WordPress SEO Mastery

    Sponsored by: Liquid Web

    To help your enterprises' site stand out, rank higher in organic searches, and avoid missing out on traffic and revenue, you'll need to fine-tune your site. And a solid search-engine optimization (SEO) strategy may be how. Learn the top 10 SEO recommendations in 3 categories: Site content, structure, and workflow.

  • The Importance of Communications in the Hospitality Industry

    Sponsored by: Motorola, Inc.

    Some industries, such as hospitality, rely on high guest satisfaction and efficiency – all of which can be achieved with good communications. In this guide, learn how to use Motorola Solutions Team Communications, within the hospitality industry as an example, to improve communications.

  • Transforming Workforce Technology is the Key to Improving Customer Experience

    Sponsored by: Dell EMC and Intel®

    This Forrester report explores how to leverage employee-facing technologies to improve customer experiences. Uncover key findings about workforce experiences across Asia Pacific and Japan (APJ) to learn how everything from legacy apps to mobile and SaaS impact the employee experience.

  • How Market Leaders are Delivering Exceptional Customer Experiences by Mobilizing Legacy Apps

    Sponsored by: Capriza

    This white paper explores how to reach customers and engage them with fast, mobile, immediate apps and transactions. Learn how to mobilize your existing apps and legacy systems by finding out how innovative companies like Target and DirecTV rapidly created unique mobile apps for their businesses with little to no code.

  • Mobile is a Secret Weapon for Lubrizol's Digital Transformation

    Sponsored by: Capriza

    This webcast explores how Lubrizol – a leading provider of specialty chemicals – found a way to take even complex legacy apps like those for ERP and CRM mobile. Discover how they enabled their development teams to mobilize critical apps like SAP and build native micro apps fast with a simple UI.

  • Omnichannel Strategies and APIs: Redefine Your Customer Relationships

    Sponsored by: MuleSoft

    New channels and new ways of interacting with customers emerge rapidly – meaning that creating omnichannel strategies is a key to future-proofing your business, not just a differentiator for the here and now. Explore how an API-led approach helps you deliver successful omnichannel customer experiences.

  • Infographic: Transforming Workforce Technology Is the Key to Improving Customer Experience

    Sponsored by: Dell India

    Forrester Research experts investigate the drivers, challenges, and outcomes of organizations as regards their workforce transformation and employee technology use. Additionally, see how a design-driven, mobile workforce technology strategy will help you reduce HR costs and increase productivity.

  • How CPQ is Changing: AI, Machine Learning and More

    Sponsored by: Pros Inc.

    The configure price quote (CPQ) technology market is consolidating – but its importance in speeding up front-office processes and enhancing the customer experience continues to grow. In this e-guide, learn how CPQ is evolving within the changing market.

  • Population Health Management: A Look at Essential Tools

    Sponsored by: Salesforce.com

    With population health management tools, one size does not fit all. That's why it's important to include a mix of technologies, including HIEs, CRM, and data analytics. In this e-guide, Jitendra Barmecha, senior vice president and CIO at St. Barnabas Health System, explains how his organization benefits from this technology mix.

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