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  • Real-Time Insights to Forge Deeper Relationships with Your Customers

    Sponsored by: SAP

    Uncover the key features of the SAP Customer Engagement Intelligence application, so you can form valuable relationships with your customers.

  • How to Give a Killer Presentation: Lessons from TED

    Sponsored by: Citrix Online Go To Meeting

    In this article, TED's curator describes the process that TED uses to prepare speakers for their presentations- suggestions that are helpful for presentations in any setting.

  • Five Simple Strategies to Make Your Contact Center a Success

    Sponsored by: Genesys

    View this informative white paper to learn how to cost-effectively increase the level of service in your contact center with the right technology. Discover five best practices to make your call center a success.

  • Deploying a Contact Center in the Cloud - A Guide to Best Practices

    Sponsored by: Genesys

    To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient.

  • Improve Your Customer Experience and Call Center with Mobile Applications

    Sponsored by: Genesys

    Many organizations still treat mobile channels the same as traditional channels. As a result, they have yet to reap the full benefits of mobility. Ensure that doesn't happen to your company by reading this informative white paper on integrating mobile applications into your customer service and contact center operations.

  • ERP Consolidation: And Then There Was One

    Sponsored by: SearchManufacturingERP

    Multiple ERP systems and mobile and cloud computing technologies are adding to the ERP integration challenges facing organizations today.

  • Intelligent Self-Service and Personalization: Rethink the Customer Experience

    Sponsored by: Genesys

    With the right combination of intelligent self-service and agent-assisted service, you can ensure efficiency gains, cost savings, and customer satisfaction. View this white paper to learn what it takes to implement intelligence self-service, such as integrated applications, business intelligence, business rules, and integrated channels.

  • SAP's Mobile State of Mind

    Sponsored by: SearchSAP

    With Fiori mobile apps and other technologies, SAP says it has simplified enterprise mobility for users. But significant questions remain unanswered.

  • Grow Forward With Faster, Simpler, and Flexible ERP

    Sponsored by: Sage Software

    Discover how one ERP system can help you reduce operating costs and boost sales.

  • Boosting Customer Loyalty and Bottom Line Results - Putting Customer Experience First in Your Contact Centre

    Sponsored by: Genesys

    Customer experience management (CEM) is coming to the forefront as one of the best ways to differentiate your organization. This white paper explores key elements of the customer experience (CX) and how to achieve better CEM while improving operational effectiveness and driving down costs.

  • Using SMS for Marketing: A Beginner’s Resource

    Sponsored by: StrikeIron

    One of the simplest ways to connect with your customers is one they use daily with their friends -- SMS, or text message. In this buyer's guide, learn all about the use of SMS for a variety of customer relationship management (CRM).

  • Analytics exploration – today and tomorrow

    Sponsored by: ComputerWeekly.com

    Analysts Clive Longbottom and Rob Bamford explain why businesses need to act now to create a business intelligence platform for the future.

  • The Mixed Blessings of Contact Center Automation

    Sponsored by: SearchCRM

    Contact center technologies ease customer frustration with call center inefficiency, but they don't replace the human touch.

  • Empower Sales Teams On The Go

    Sponsored by: Microsoft India

    To meet the needs of the on-the-go sales rep, you need a CRM system that's flexible, collaborative, and available on any device, from smartphone to tablet to PC. In this video, learn about one such CRM system that provides modern sales teams with the tools they need at the speed and ease necessary for today's fast-paced business world.

  • IT Services Company Reimagines CRM to Support Growth

    Sponsored by: Microsoft India

    Wipro, an IT services and consulting company, needed a robust analytics platform and a CRM system with the ability to measure every opportunity, in order to create and foster better customer relationships. Watch this video to learn how Wipro achieved those goals by implementing a new CRM system.

  • Manufacturing Company Sees Dynamic Results with New CRM Suite

    Sponsored by: Microsoft India

    Godrej & Boyce, a large global manufacturing company, was struggling as each division was working with their own CRM system -- from Excel sheets to custom-made solutions. In this slide presentation, learn how G&B was able to achieve the capabilities they were previously lacking by implementing a centralized CRM system.

  • Insuring Customer Satisfaction at Star Union Dai-ichi Life Insurance

    Sponsored by: Microsoft India

    Star Union Dai-ichi Life Insurance (SUD) of India was hampered by a restrictive call management system (CMS). In this resource, discover how SUD overhauled their legacy call management system with a new CRM suite that extended their CMS to all touchpoints.

  • Pricing and Licensing Reference Guide: Microsoft CRM Suite

    Sponsored by: Microsoft India

    Wehn selecting a CRM suite, you have to choose between on-premise and cloud tools, and evaluate pricing and licensing costs when applicable -- but research can be a pain. Fortunately, this resource makes it a little easier, with a one-stop quick reference guide to pricing and licensing for one CRM suite, available on-premise and in the cloud.

  • Microsoft Dynamics Online Services Support and Service Plans

    Sponsored by: Microsoft India

    Many vendors currently offer CRM suites that can help you take advantage of the latest communication channels and trends, in order to create top-notch customer experiences. But what about when your experience with the CRM application is suffering? What kind of support will they provide then?

  • The Dynamic Sales Team: Transforming the Way Organizations Sell

    Sponsored by: Microsoft India

    In this white paper, learn how to maintain a consistent, compelling relationship with your customers by transforming the way you approach marketing, sales, and service. Explore how trends such as cloud, mobile social, big data, and analytics are impacting sales, and learn how to achieve the four key characteristics of a dynamic sales team

  • Social is for Closers: Social Intelligence Guide for Sales

    Sponsored by: Microsoft India

    If you're not already using social media for selling, you're missing out. In this comprehensive resource, get an in-depth look at how to leverage social media in order to build relationships, boost sales, and drive and nurture leads.

  • Microsoft Dynamics CRM Release Preview Guide

    Sponsored by: Microsoft India

    In this resource, learn about a family of CRM applications that can help you deliver engaging, differentiating customer experiences with marketing, sales, and service capabilities.

  • Multichannel Contact Centers: Metrics and Realities

    Sponsored by: Five9

    This expert e-guide discusses the new multichannel realities of the contact center and explores how technologies have started to reflect these changes, as well as tips for benchmarking these new metrics. While there is no agreed-upon industry standard for call center metrics, you can review 11 of the most important ones inside.

  • Contact Center Metrics and Performance Management

    Sponsored by: Five9

    This expert e-guide provides tips and best practices for working with new contact center metrics to ensure customer satisfaction through every communication channel. Learn how to determine and implement a set of key performance indicators (KPIs) for new channels such as mobile and social media, as well as how to formalize CCPM for optimum results.

  • New Analytics Approach Needed for Contact Center Success

    Sponsored by: Five9

    This exclusive e-guide features advice from experts on how to take your contact center from good to great with the right metrics for success. You'll also learn how to make better use of the large amounts of social data that are entering CRM systems with the right analytics approach.

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