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CRM White Papers

  • Project Nightingale: An API-Led Revolution in Retail IT

    Sponsored by: MuleSoft

    This e-book presents a hypothetical retail business and follows their journey to meet customer expectations and deliver business agility. Discover how to take a new approach to integration with API-led connectivity and microservices architectures to tackle digital transformation challenges and deliver modern, personalized customer experiences.

  • Predict Customer Behavior With the Power of Big Data

    Sponsored by: [24]7

    How do you delve down into data to discern customer behavior patterns and discover what content will provide focused and personalized experiences? Explore how to leverage big data and predictive analytics to turn customer data into critical opportunities in order to enhance decision-making and architect a truly unique, positive customer journey.

  • 5 Ways Every Sales Rep Can Accelerate Success with Analytics

    Sponsored by: Salesforce.com

    This Salesforce research report explores what to look for in an analytics tool and how to put real-time, critical insights in hands of not only executives but their employees as well. Discover how to unlock the information within your customer data to ensure better decision-making, identify best practices, and align your CRM and BI.

  • Transform Insights, Improve Operational Excellence, and Delight Customers with Extended ECM

    Sponsored by: OpenText

    Explore the concept of extended ECM and how it enables you to integrate business content with business apps – including CRM, ERP, supply chain management, and HR management. Discover how to contextualize content management, improve critical customer interactions, and enhance financial decision-making.

  • Enable Enterprise Content Management for Salesforce

    Sponsored by: OpenText

    This paper explores how to derive optimal value from your content by bringing together enterprise content management (ECM) and your CRM systems. Discover how to get a fuller, more insightful picture of your customers by powering Salesforce with ECM.

  • Case Study: CareFirst Breaks Through Process Silos to Improve Customer Experience

    Sponsored by: Salesforce.com

    Learn how CareFirst, the largest health insurance provider in the US mid-Atlantic region, leveraged the Salesforce Service Cloud in order to decrease interaction times, increase customer satisfaction, and empower their employees.

  • 10 New Rules of the Inbound Contact Center

    Sponsored by: West Corporation

    This guide defines a variety of "new rules" for contact centers that take into account the evolving demands of cloud, web, and mobile-enabled customers. Learn how to keep up with the rise of the multichannel, customer-centric model of business and uncover 10 rules for modern contact centers.

  • estratégias para melhorar a experiência do cliente

    Sponsored by: Genesys

    Conhecer as etapas do percurso do cliente durante sua experiência é essencial para que sua empresa possa antecipar o próximo passo do cliente, personalizar a experiência ou fornecer atualizações proativas para otimizar o processo. Faça já o download deste recurso para saber como começar a fazer isso agora mesmo.

  • As cinco capacidades que deve ter uma plataforma de experiência do cliente

    Sponsored by: Genesys

    Muitos contact centers atuais introduzem canais de interação isolados, que também administram as interações do cliente de forma isolada. Esta abordagem resulta em frustração para o cliente, e redução da eficiência operacional. Baixe já este recurso para saber quais são as 5 capacidades que a sua plataforma deve oferecer.

  • Construir um caso de negócio para modernizar o contact center

    Sponsored by: Genesys

    A modernização do contact center é fundamental para aumentar o valor e a produtividade, reduzir custos e, principalmente, otimizando a experiência do cliente. Faça o download deste recurso para saber como começar a desenvolver seu case hoje mesmo.

  • Master the Art of Influencer Marketing

    Sponsored by: Sysomos

    Because of the excess of choices available to consumers today, many rely on already-informed opinions in order to make their choices. These customers, called influencers, hold the key to gaining a following of customers. Learn about how to successfully incorporate influencer marketing in your organization.

  • Best Practices for Utilizing Social Insights to Plan and Measure Campaigns

    Sponsored by: Sysomos

    A successful social marketing campaign hinges on the reaction of its target audience. Failing to use data from today's social media landscape is a missed opportunity. Discover crucial steps and processes for developing marketing campaigns that have social media data at their core. Plus, learn best practices for utilizing social data.

  • Move Over, Account-Based Marketing: Job-Based Marketing is Here

    Sponsored by: OpenText

    An account-based marketing (ABM) strategy allows marketers to better target their messaging. But does it fall short in tailoring marketing campaigns down to the level of each shareholder, within the target account? Can job-based marketing (JBM) strategies do what ABM can't? This Aberdeen Group report compares ABM and JBM. Explore both strategies.

  • Salesforce Health Cloud: Patient Relationships, Not Records

    Sponsored by: Salesforce.com

    In this brief data sheet, explore a run-down of features and benefits of Salesforce's new Health Cloud.

  • 10 Best Practices You Need To Build and Engage Your Community Through Social Media

    Sponsored by: Sysomos

    Engaging in social media isn't an option anymore. So if you're going to do it, you want to do it well. Discover these best practices in social media management and community engagement, so you can put your best foot forward and make connections online—something that adds incredible value to both your audiences and your company.

  • Converting The Customer Experience Into Revenue

    Sponsored by: West Corporation

    Good customer service means good business. In this research report, learn about the customer experience considerations at each stage of the buying cycle, from the moment consumers first become aware of your organization or a need for your products to generating loyalty to create repeat business.

  • Adapting to the New Normal: The Evolution of Social Media & What Success Looks Like Today

    Sponsored by: Sysomos

    2.7 billion social network users are expected by 2019. With such a shift in the social landscape, it's important for you to adapt your business to the new normal. Discover how you can successfully adapt to social media. Topics include: using social media metrics, making sense of data in a silo, and much more.

  • Contextual Marketing: Stop Neglecting your Audience

    Sponsored by: Tealium

    With the right technology, today's marketers can understand, segment, and engage their audiences better. Access this white paper and learn how you can grow leads, increase conversions, and decrease future churn.

  • Analyst Report For Contact Center Infrastructure

    Sponsored by: Genesys

    Contact center infrastructure vendors continue to integrate their multichannel capabilities in order to develop "omnichannel" solutions, while enhancing their cloud delivery capabilities. Inside this bias-free analyst report, discover what contact center decision makers should evaluate when considering different technology from various vendors.

  • 3 Predictions About The Future of Customer Experience

    Sponsored by: Avaya

    It seems like only yesterday that the communications world was marveling at the benefits of integrating voice and data. Now, it's all about the multi-touch customer experience and mobility. Discover 3 predictions about how the future of customer experience may evolve.

  • Omni-Channel Vs. Multi-Channel Vs. Multi-Touch: Understand The New Customer Service Buzzwords

    Sponsored by: Avaya

    The buzzword in customer service and contact centers over the past few years has been omni-channel. But there's a disconnect between how businesses around the world that use the term vs. how vendors use it. Learn about the differences between omni-channel, multi-touch, and multi-channel, and what to consider in each.

  • Critical Innovations Driving Future Customer Experiences

    Sponsored by: Avaya

    Customers are the lifeblood of any company, and it's the experiences that customers have with your company that's most important. With a changing digital world, you need to have an understanding of how to move forward with changing consumer needs. Learn the critical elements driving superior customer experiences that you should consider.

  • Customer Engagement In The Spotlight: 3 Pillars Of A High Quality Customer Experience

    Sponsored by: Avaya

    Today's digital consumers demand a consistent experience across multiple touch points, both physical and digital. But high quality, seamless interaction depends on how well you build up the 3 pillars of customer experience. Inside, learn what those pillars are, and how to leverage them in order to provide an excellent customer experience.

  • Keep A Leg-Up On The Competition By Creating User-Defined Experiences

    Sponsored by: Avaya

    Gartner predicted that by the end of 2016, 90% of companies would compete on customer experience. To gain a competitive edge, you need to create user-defined experiences. Inside, learn about Avaya Oceana, a next-generation customer engagement platform. Discover how this platform can deliver a unified multi-touch experience.

  • Creating Personalized Experiences with Real-Time Insights for CEM

    Sponsored by: OpenText

    Creating an engaging and unified multichannel customer experience is a top priority, but many companies find themselves scrambling to adapt. In this expert e-guide, discover how to generate key customer insights in real-time and learn about 4 ways to create personalized experiences.

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