All Research Sponsored By:TechTarget Customer Experience
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From Disney to dishwashers: Digital CRM to change customer experience
Access this expert e-guide to uncover how CRM has changed the entire customer experience and how this kind of technology can truly benefit your organization.
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Best Practices in Customer Experience Management
This e-guide from the experts at SearchCRM.com explores the role of social media in customer experience management (CEM), and offers tips, tricks and best practices for driving CEM success.
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Engaging Customers: New Lessons around Customer Behavior
This expert e-guide counts down five customer experience management (CEM) practices that drive success. Also inside, learn how one organization executed an effective mobile CEM strategy. Read on to learn more.
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Guide to Customer Experience Management Best Practices, Technologies Reader
This guide consists of articles that shed light on the new technologies shaping CEM today and offers advice on strategies and best practices organizations can use to optimize customer relations, increase profit and keep up with their consumers.
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Managing and Optimizing the Call Center
In this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools.
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CRM Analytics 101: Harnessing Customer Data for Smarter Business Decisions
CRM analytics involves drilling into customer data to make smarter business decisions and to offer customers more personalized service. In this expert e-guide, uncover an overview of analytics and what an organization can gain from it, steps for making the business case, the solution landscape, tips for choosing the right platform, and more.
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3-2-1 Contact: The Call Center in a Multichannel World
There's no ignoring it - the role of the contact center is drastically changing, and your agents need the tools to keep up with increasing customer demands. In this expert e-guide, explore how you can modernize the tools in your contact center to empower agents to meet the constantly shifting demands of customers.
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Call Center Tips: Bridging the CEM Chasm
Check out this expert e-guide with advice from Forrester analyst Art Schoeller, as he explores how to harness social media channels in your call center via an "outside-in" strategy. Read now to learn how to reach all customer touchpoints and achieve 100% visibility into your end-to-end customer interactions.
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Growing Revenue with Smart Marketing
In this expert e-guide, find out why integrating sales and marketing is essential for making the most of every customer contact in today's e-commerce landscape. Discover how a new way of approaching your revenue cycle, revenue performance management (RPM) can enhance customer interactions with this powerhouse combination.
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eGuide Digital Marketing: Tips For Connecting With Your Customer
There are many new tools that claim to enhance customer experience management (CEM) strategies, including social and mobile channels. However, such initiatives can backfire if companies employ the wrong strategies. In this e-guide, learn how to best leverage digital marketing and CEM technologies to gain a deeper understanding of your customers.
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What Tools are New in the Contact Center?
This E-Guide takes a look at the latest advanced contact center technologies that can help agents better anticipate customer needs and accelerate the resolution of customer cases.
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Is Your Contact Center Ready for an Overhaul?
Modernizing contact centers isn't easy - it can require a lot of time and money, which is why many organizations are hesitant. This expert E-Guide addresses the difficult question - when is right time to overhaul contact center technology? And how can you ensure that the right technologies are put into place?
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Call Center Tips to Optimize Agent Performance
This E-Guide examines how Workforce management tools and other CEM technologies can help agents prioritize and meet performance standards.
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Integrating multiple channels to build a single view of the customer
CEM is about so much more than just technology. It's also important to focus on implementing the right processes to facilitate collaboration across different departments and multiple applications. This expert resource describes proven strategies to optimize resources for CEM.
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Developing the right social CRM strategies for improved customer service
Today's exclusive resource examines that steps businesses should take to ensure the seamless integration of social CRM into existing tools and processes. Discover the value you can glean from analyzing and nurturing customer feedback from social media channels.
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Solution Spotlight: Tie Contact Center and IT for Strong Customer Experience Management
It is a reality for many organizations that the IT department and contact center have a big gap in communication and collaboration leading to frustration and project delays. This exclusive resource will help you learn how to bridge the communication gaps between these two departments and set common goals to deliver a seamless customer experience.
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Solution Spotlight: The Role of a Chief Customer Officer in Leading Customer Experience Management
Access this exclusive resource to find out about the value of a chief customer resource officer. Read on to learn more about their duties and responsibilities and how they can help you organization refocus on the increasingly important customer experience management.
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Harnessing Social Media to Boost the Bottom Line
Launching a social CRM strategy? It's a good idea, but be careful not to overdo it. Get the keys to effective social CRM.
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Forging a CEM Strategy
Shoppers are looking for more personalized, responsive, relevant experiences, and in order to provide that, your business needs an effective customer experience management (CEM) strategy. Learn how when you access this expert three-part e-guide and discover six top concepts that make up a successful CEM strategy.
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How to Fine-Tune your Contact Center
With call center software, best business practices can be difficult to navigate. But the payoff is worth investigating. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management—including schedule and workforce management.
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Secrets to a Successful CRM Technology Upgrade
Uncover tips to ensure CRM data migrations go smoothly, and explore how proper planning, data profiling, and data quality checks can help you achieve a cost-effective CRM upgrade.
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Staying Connected: Don't Let Faulty Mobile Applications Lose Customers
Mobile applications are quickly becoming the most common way customers interact with businesses, and can often make or break a customer's experience. In this expert e-book, explore what customers expect from mobile applications and discover the technologies and practices you'll need to create useful, engaging mobile apps.
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Making the Most of Customer Data Using CRM Analytics
Explore this expert e-book for advice on choosing a CRM platform that suits your needs, and learn how to construct a well-defined plan to put social media analytics into a broader enterprise context.
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What Customers Want From Their Mobile Apps
In this expert e-zine, discover two key areas of app development in today's mobile climate: delivering quality mobile customer service, and uniting front-end and back-end functionality. Also included is a case study of a mobile app that delivered user-oriented, ultra-simple service with outstanding results.
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Using Social Media to Win Over Customers
In this expert e-book, you'll learn how to create a successful social CRM initiative (as well as valuable, lasting customer relations) by implementing the right processes and technologies.