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  • 4 Key factors in building a UC and Collaboration Infrastructure

    Sponsored by: Dell, Inc. and Intel®

    Virtual face time with customers theoretically means organizations can cut T&E budgets while keeping the wheels of commerce turning. But savvy IT decision makers know this is just half the story. The real power of UC&C isn't tactical; it's strategic.

  • SaaS Takes Center Stage

    Sponsored by: IBM

    Software as a service (SaaS) continues to show an impressive growth cycle, delivering value across the enterprise.  Learn how subscription-based business applications are expected to make an even bigger impact in 2014 and beyond.

  • IBM Executive Point of View: Transforming Your Business with Software as a Service

    Sponsored by: IBM

    This white paper takes a look at the capabilities of a unified suite of SaaS solutions and their capabilities when it comes to meeting changing customer demands and driving innovation.

  • Evolving Toward the Next Phase of Email

    Sponsored by: IBM

    This white paper explores current email usage in the workplace, as well as corporate email's anticipated future, including a more cohesive user experience with integrated application functionality, social capabilities, and transparent accessibility.

  • Mutual Fund Giant Securely Encrypts Multiple Customer Applications in the Cloud

    Sponsored by: CipherCloud

    This case study features a Boston-based investment services company, and reveals how they made the switch to cloud applications successfully.

  • New Advanced Servers Deliver IT Flexibility to Your Applications

    Sponsored by: Dell, Inc. and Intel®

    Broad adoption of real-time analytics, cloud solutions, big data initiatives and virtualization is transforming the data center. View this solution brief to learn more about how data centers are evolving to improve performance and agility at any scale.

  • Real-Life Examples of Dynamic Case Management in Action

    Sponsored by: IBM

    Dynamic case management (DCM) is helping countless organizations across various industries. By personalizing and catering each request, companies are more agile and adaptive. This expert resource discusses real-world examples of businesses that have implemented and are enjoying DCM.

  • Measuring Cloud-Based Contact Center Performance

    Sponsored by: Genesys

    Cloud deployment has become the preferred method for companies sourcing their CRM and contact center applications for inbound and outbound contact handling. This Market Insight examines the prospects for these applications and discusses when it might be appropriate for contact centers to complete the move into the cloud with hosted APO.

  • The Latest Contact Center Advancements

    Sponsored by: Genesys

    Gartner recently released the Magic Quadrant for Contact Center Infrastructure 2014, an annual report analyzing the contact center infrastructure vendors. Gartner positions vendors based on Completeness of Vision and Ability to Execute.

  • Webcast-Why Exceptional Digital Experiences are critical in achieving competitive advantage

    Sponsored by: IBM

    Attend the following webcast to see what it takes to deliver a rich and engaging digital experience, improve website and app stickiness, and ultimately, create a positive brand association and position of authority in the market place.

  • Webcast -The Business Value of Creating Exceptional Digital Experiences-Findings from IDC

    Sponsored by: IBM

    Tune into the following webcast to hear from Melissa Webster, Program Vice President of Content and Digital Media Technologies for IDC and Anthony Fiorot, WW Portals and Digital Experience Solution Sales Leader for IBM Software Group as they review the findings of IDC's recent analytical report on delivering exceptional customer experiences.

  • Achieve Exceptional Digital Experience and Marketing Optimization

    Sponsored by: IBM

    As the world becomes more connected through the Web, it is becoming increasingly vital that businesses know how to engage customers by delivering personalized customer experiences. So in short, how do you do it and what technology do you need to get you there? Check out this white paper to find out now.

  • Exceptional Customer Experiences: One Platform for Every Communication Channel

    Sponsored by: IBM

    The following video demo highlights how a fictional company, Greenwell Financial, used IBM's Digital Experience platform to create market-leading customer experiences. Additionally, this demo explores new features coming in the platform such as renditions, new integrations, and more.

  • Cloud-Based Approach to Modernizing Your Contact Center

    Sponsored by: Genesys

    Cloud-based solutions can be tightly integrated with other applications, ensuring that all points of contact work together to deliver a truly differentiating customer experience. This whitepaper outlines the benefits of moving to a cloud-based contact center model.

  • Selecting a Cloud-Based Contact Center Solution

    Sponsored by: Genesys

    Genesys has acquired assets to bypass the long R&D process required to build from scratch, yet skillfully planned a phased integration to provide customers with cloud functionality they need quickly. Frost & Sullivan is pleased to present Genesys with the 2014 Cloud Contact Center Solutions Company of the Year Award.

  • Everyone to Everyone Economy: Preparing for a Very Different Tomorrow

    Sponsored by: IBM

    There is a paradigm shift from customer-centricity towards an everyone-to-everyone (E2E) economy. This informative research dives into this new E2E world, describing what companies can expect from the future and what they can do today to prepare.

  • Best Practices for Delivering a Personalized Customer Experience

    Sponsored by: Genesys

    This paper will discuss the changing nature of the customer experience; outline the need for and benefits of a multi-channel contact center; highlight the key drivers and challenges companies must consider as they embark on this approach; identify what to look for in a vendor partner; and offer best practices for success.

  • Modernizing your Contact Center

    Sponsored by: TechTarget

    Social media and heightened customer expectations are forcing contact centers to update technology and strategy. To offer outstanding customer service, companies must decide between having a hosted or an on-premises model—or a little of both. Take our survey on CRM and get immediate access to our eguide, The Makings of a Modern Contact Center.

  • The Four Pillars of Effortless Service

    Sponsored by: Salesforce

    Providing an effortless service experience is essential to success, though many enterprises struggle with where to begin. This essential resource breaks down the implementation of effortless service into 4 clear steps. View now to find out how to boost your customer retention by providing legendary service.

  • How to Build a Successful Customer Engagement Center

    Sponsored by: Salesforce

    Customers demand service on their terms – an experience that requires minimal effort and to find a solution easily. View this essential resource now to understand the 5 steps to a successful customer engagement center, and if building a CEC is the right choice for your business.

  • Five Ways to Drive Revenue with Customer Service

    Sponsored by: Salesforce

    Companies need to maintain flawless customer service to retain business, but many do not know where to start. This informative resource provides 5 ways to drive revenue with exemplary customer service.

  • Customer Service - Beyond the Call Center

    Sponsored by: Salesforce

    61% of customers preferring assistance over the phone and 60% over email, so many companies are looking to contact centers for service solutions. This white paper breaks down the essentials of contact centers into key topics, such as understanding the modern customer and defining customer service without a call center.

  • Putting Customers on the Map With Geolocation Apps

    Sponsored by: SearchCRM

    Geolocation mobile apps are giving companies new insights about customers: where they are at any given time. But this ability spooks many.

  • Top 10 Ways to Use Help Desk to Build Your MSP Business

    Sponsored by: N-able Technologies

    This informative resource provides 10 helpful suggestions for building a successful MSP business, starting with the help desk.

  • Take Advantage of Multi-Channel to Improve CEM

    Sponsored by: Five9

    In this expert e-guide, explore the benefits and business drivers of integrating your data across all channels. Discover what tools and strategies you'll need to achieve a truly integrated, cross-channel customer experience.

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