All Research Sponsored By:TechTarget Customer Experience
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Supporting a Multichannel Contact Center
Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle.
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CRM Initiatives for Improved Customer Experience
Usually when deciding between CRM platforms businesses focused on the deployment method: cloud vs. on-premise. However, as bolstering the customer experience grows in importance, savvy companies are focusing their attention of the features the platform has to offer. Read on to learn which features should be considered in your buying decision.
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Advanced Technologies Key to Next-gen Contact Centers
Access this helpful e-guide to disscover what a Forrester Research analyst recommends when acquiring new contact center technologies- find out how to address software integration needs, social media challenges, and the growing need for accurate analytics.
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Solution Spotlight: Creating a Strong Customer Experience Management Strategy
In this e-guide, learn how to resolve communication issues between the IT and contact center departments by creating internal service-level agreements, recognizing that what's right for the organization is the same as what's right for the customer, and more.
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New CRM Technologies bring sales success to businesses
In [this expert e-guide], read about how one emergency response software company integrated a CRM platform, resulting in major time-saving efficiencies – most importantly, an improved process that enables the company to sell product licensing. Also read about a lumber executive who recently bought into a successful social CRM.
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Drilling to the Core of Better CEM
This 3-article E-Zine offers analysis and advice for the CEM professional. In the featured article, Cameron Kittle reviews CEM technologies and shares the thoughts of industry observers who stress that a company should first know what it intends to do with its wired connection to customers. Continue on for this article and more.
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Deepening Customer Experience: Analyzing, Optimizing and Integrating CEM
Mapping out a customer experience management (CEM) transformation isn't a quick or inexpensive undertaking, but it can offer significant rewards if you are able to sift through all the options within the marketplace. Check out this E-Guide to get tips on planning and allocating resources for CEM and comparing the latest options.
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Measuring, Monitoring and Improving Customer Experience
Forward-thinking organizations recognize the improving the customer experience can provide a significant competitive edge, but implementing effective customer experience management (CEM) processes can be difficult. Review this expert guide to learn 10 simple, inexpensive ways to improve the customer experience today.
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Marketing strategies to improve customer understanding
In our customer-centric market, the voice of the consumer is having a major effect on day-to-day business decisions. This expert e-guide reveals tips and advice to help readers utilize marketing strategies to best improve the customer experience and understanding.
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SearchCRM.com E-Guide: Optimizing the customer experience with CRM
This expert e-guide provides insight on customer experience management, how to build it, and why companies are no longer focusing on cloud v. on-premise for CRM solutions.
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Customer Experience Exchange E-Zine: Issue 3
In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.
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Interactive Marketing eBook: It’s all about the Journey
No matter where you are on your journey to Interactive Marketing, you can get there with the right marketing software solutions. When you achieve effective, efficient, measurable marketing that creates meaningful dialogue, you ensure increased lifetime customer value. This eBook reveals just some of the important steps along the journey.
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3-2-1 Contact the Call Center
Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat.
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The New CRM Metrics: Putting Them to Work
There is added pressure for modern contact center agents, with customers armed to the teeth with devices to connect with businesses—from tweets to texts to phone calls. But with proper metrics to gauge performance and lead to instructive training, some of that pressure can be alleviated.
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Customer Experience Exchange E-Zine: Taking a swing at social CRM
This edition of the CEM e-zine examines the role social media can play in your company. Learn how Major League Baseball is capitalizing on this revolution to fill its stands even during the darkest of times of the season, why Pinterest is such a success and how Dell measures it's social media success by tracking 22,000 daily online comments.
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Customer Experience Exchange E-Zine Issue 2
This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.
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CRM Buyer’s Guide – 2011 Edition
Welcome to SearchCRM.com’s Buyer’s Guide. This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.
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E-Book: Successfully Leveraging Marketing Automation Technology: Building a Business Case
Marketers are being asked to identify, segment and target the most profitable customers and boost customer loyalty. Marketing automation software can help solve these challenges, but it too requires a financial investment. Read on and learn how to successfully leverage marketing automation technology and how to build a business case for it as well.
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Chapter 3: SaaS on the Rise, but Does It Deliver?
The emergence of Software as a Service-based applications has enabled organizations to get new applications up and running quickly and cheaply, saving resources for mission-critical tasks.