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CRM White Papers

  • Global Contact Center Benchmarking Report 2016

    Sponsored by: Dimension Data

    Explore this global benchmarking report to uncover trends and statistics for contact centers in 2016, as well as tips on delivering a better customer experience.

  • Case Study: 7-Eleven Indonesia Optimizes Customer Experience

    Sponsored by: Splunk

    Discover in this case study how 7-Eleven overcame their manual data analysis and operational burdens, delivering a comprehensive overview of all internal data and analyzing the performance at every point-of-sale to optimize customer experience. Read on to experience an 80% reduction in lead time for promotional campaigns.

  • Case Study: How Hipcamp Uses Event Data to Drive Growth

    Sponsored by: Looker

    Hipcamp, an online travel company, needed a more effective way to manage significant volumes of varied data to gain insights into customer behavior and business performance. Discover how a dynamic data discovery platform empowered them to manage every aspect of their business and fuel the company's growth.

  • Data Quality Challenges Hindering Your CRM Initiatives

    Sponsored by: Trillium Software

    This white paper explores the top data challenges of CRM. Discover ideas on how you can address poor data quality to help ensure the success of your CRM initiatives.

  • Trends 2016 The Future Of Customer Service

    Sponsored by: Genesys

    This report summarizes the top 10 customer service trends for 2016 that application development and delivery (AD&D) pros supporting customer service operations must pay attention to in order to deliver customer service excellence.

  • Navigating The Data Quality Challenges of CRM

    Sponsored by: Trillium Software

    This white paper examines why data quality is essential to effective CRM initiatives and provides ideas on how you can achieve customer data integrity.

  • The Do's and Don'ts of Effective Sales Analytics

    Sponsored by: QlikTech Australia Pty Ltd

    As market leaders have discovered, effective sales analytics are much more than running forecast reports from a CRM platform. Access this brief guide to explore ways connecting CRM and additional data sources can help you.

  • 5 Customer Engagement Technologies to Focus on Through 2020

    Sponsored by: Zendesk

    Uncover recommendations from Gartner on how to prioritize CRM investments through 2020. Discover 5 CRM technologies to help you engage your customers today and beyond.

  • Retailers Experiment with Office 365

    Sponsored by: Microsoft

    Analysts looked at how Office 365 helps retailers modernize both their business processes and customer relationship management. Discover how the cloud-based suite impacted retailers financially and organizationally.

  • How Customer Identity Management Helps Marketers Take Control of Their Data

    Sponsored by: Gigya

    Many marketers aren't in control of their customer data, relying on third-party data brokers or waiting on IT to run reports. Customer identity management can empower you to more efficiently capture and organize data into complete user profiles, easily create segments and reports, and offer customized customer journeys.

  • Financial Services: Increase Conversion Rates with Customer Identity & Access Management

    Sponsored by: Gigya

    Customer identity and access management offers customers a fast and easy way to identify themselves and share permission-based information. Discover how this strategy can empower financial services companies to capture and qualify more leads, balance customer privacy with personalized user experiences, and more.

  • Travel Industry: How to Drive Customer Acquisition and Retention with Personalized, Seamless Experiences

    Sponsored by: Gigya

    Legacy technologies built for employee identities aren't effective at transforming customer data into actionable insight. Discover how a purpose-built customer identity and access management platform can help travel companies capture, manage, and leverage customer data across digital channels to drive greater customer engagement and loyalty.

  • Why Your eCommerce Platform Needs CIAM

    Sponsored by: Gigya

    While eCommerce platforms help enterprises build dynamic digital marketplaces, they aren't ideal for managing customer data. Discover how a specialized customer identity and access management platform can empower you to collect more customer data, build rich customer profiles, create personalized recommendations to drive conversions, and more.

  • CGT Research Paper: Transforming Consumer Products with Advanced Analytics

    Sponsored by: IBM

    For the consumer product industry, it's critical to unlock a deeper understanding of customers' behaviors and interests to optimize products and distribution channels. This resource reveals key insights from a survey conducted among consumer product companies about the benefits and challenges they've experienced with advanced analytics.

  • Improving Cash Flow and Customer Service with e-invoicing

    Sponsored by: Netsend

    It's critical to invoice quickly and accurately, encouraging prompt payment to bring cash into the business. But many enterprises still use inefficient processes that rely on print and postage, creating inconveniences for customers. Discover how e-invoicing can improve free cash flow and optimize the customer experience.

  • How to choose the right CRM tools to purchase

    Sponsored by: ComputerWeekly.com

    A lot rides on choosing the right CRM tools for your organization. Use our exclusive guide to get the right information to assist you in making the best choice when making a buying decision.

  • Evangelizing Clean Data in CRMs

    Sponsored by: Trillium Software

    This e-guide discusses the importance of maintaining clean data in CRM systems and highlights how Salesforce has implemented a new user interface that enables efficient sharing and managing of data. Read on and see how the right tools can help you successfully maintain your customer data.

  • 5 Ways Airports Can Improve Customer Experiences and Drive Revenue

    Sponsored by: Gigya

    In the airport industry, customers are likely to expect inconvenience and impersonal interactions. Learn 5 ways airports can create personal experiences and drive revenue by getting a deeper insight into customers' interests and behaviors.

  • Modernization in Today's Contact Centers

    Sponsored by: Mitel Networks Limited

    This 3-part essential guide evaluates hosted contact centers, employee social networks, and the viability of SIP and the cloud as potential upgrades so you can proceed confidently when faced with the prospect of modernization.

  • How IT Leaders Are Innovating with Customer Identity Management

    Sponsored by: Gigya

    To keep up with the competition, it's crucial to optimize the customer experience. Discover how a separate customer identity management layer in the technology stack can transform anonymous visitors into known users, enable actionable intelligence across the business, and maximize ROI.

  • Improve User Acquisition with Purpose-Built Customer Identity & Access Management

    Sponsored by: Gigya

    Customizing pre-existing employee identity and access management systems for customer identities is a costly and risky process. Learn how a purpose-built customer identity and access management solution can help you securely manage millions of global user identities, maintain privacy compliance, and minimize IT maintenance.

  • Case Study: American Cancer Society Adopts a Comprehensive Constituent View

    Sponsored by: Gigya

    The American Cancer Society needed to more efficiently and securely manage the identities of its volunteers, donors, and participants. This case study discusses the authentication strategy that enabled them to capture and organize more data about their constituents' identities to make complete user profiles.

  • Profiting from CRM Deployments in the Cloud

    Sponsored by: Microsoft

    This white paper highlights a set of easy-to-deploy cloud CRM products, services and enablement tools that can help you improve your total value proposition.

  • Tesco.com Accelerates Development Through Deep Understanding of Customer Behavior

    Sponsored by: Splunk

    British grocery and general merchandise retailer Tesco wanted to better track and understand customer behaviors on their website Tesco.com. They turned to one platform to help them improve customer satisfaction and reduce revenue loss. Learn more now.

  • Positioning Your Hospitality Cloud to Deliver the Next-Generation Hotel Guest Experience

    Sponsored by: Mitel Networks Limited

    Discover in this paper how to leverage the power of the cloud to integrate your existing voice services with hospitality applications and workflows, in order to revolutionize the way you manage operations and staff.

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