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CRM Research

  • Build Competitive Advantage Through Customer Engagement and AI

    Sponsored by: LogMeIn, Inc.

    Download this Forrester report to uncover recommendations that companies can consider to help meet customer expectations to garner their satisfaction, which drives engagement, conversion, loyalty, and ultimately revenue.

  • Survey Results: Customer Expectations and Experiences with Online Shopping

    Sponsored by: LogMeIn, Inc.

    Inside, explore survey findings about the current state of CX for online shopping and discover how intelligent customer engagement tools can provide businesses with the actionable insights needed to efficiently deliver richer and more personalized experiences in real time.

  • Create the Ideal Customer Experience Without Giving Up Control

    Sponsored by: Lucidworks

    In this video from Lucidworks, CEO and President of Cirrus10, Peter Curran, and VP of Product Marketing at Lucidworks, Justin Sears, discus how organizations can use AI to create better customer experiences without sacrificing business control.

  • Measuring Customer Experience in the Banking Industry

    Sponsored by: New Relic

    In this article, learn about the 3 key dimensions that compose an effective online banking customer experience. Discover how to measure customer experiences through the use of key performance indicators (KPIs), and get the tools you need to determine the success of your customer experience strategy.

  • Watch, Listen, Learn: Winning in the Age of the Informed Buyer

    Sponsored by: TechTarget

    In this infographic, explore how new 3rd party sources of behavioral insight are putting marketing teams in a better position to help grow sales productivity.

  • 3 Reasons Your ABM Program Could End in Disaster

    Sponsored by: TechTarget

    How do you ensure that your account-based marketing (ABM) program doesn't go up in flames? In this 3-part guide, discover common failure points for ABM. Learn how to evaluate, evolve and apply the right processes and practices for account-based marketing success, and explore why sustained ABM success requires more than just successful tactics.

  • The Evolving Contact Center: From Call Center to Customer Experience Center

    Sponsored by: Burwood

    In this white paper, learn how to upgrade your contact center's capabilities through understanding and meeting the demands of the 21st century consumer. Explore the 3 stages of a successful contact center evolution, and review guiding principles for leveraging your customer service center.

  • It's Good to Talk Even in a High Tech World

    Sponsored by: BT

    View this white paper to learn how those in the media and technology industry can improve their customer service experience through the use of a strong voice channel.

  • How to Choose the Best CRM System & Strategy

    Sponsored by: SugarCRM

    Download this expert guide to explore a Q&A with Drew Whitcomb, Business Development Manager of SaaS consultancy Lunar, and learn about the dos and don'ts for choosing a CRM system, whether you're licensing one for the first time or migrating to a new system.

  • 5 Signs It's Time to Change Your IT Service Desk

    Sponsored by: Freshworks

    In this informative brochure, explore 5 signs of a failing IT service desk. Learn why modern organizations are retiring their legacy IT software, and review your software options with Freshservice.

  • 12 Cognitive Search Providers and How They Stack Up

    Sponsored by: Attivio

    In this Forrester Wave evaluation report, compare and contrast 12 of the most significant cognitive search providers on the market today. Explore why current cognitive search providers are doubling down on AI technology, and decide what cognitive search provider is right for your organization.

  • Raising the Bar for Digital Employee Experience

    Sponsored by: Freshworks

    In this white paper, discover 7 ways your IT service desk can contribute to a positive employee experience. Explore the technologies raising the bar for digital employee experience, and see what your service desk can do to improve employee satisfaction across your organization.

  • Prepare Your Service Desk for Digital Transformation

    Sponsored by: Freshworks

    View this research report to gain a better understanding of the role the service desk plays in digital business transformation. Discover the major motivations behind digital transformation projects, and explore how service desk professionals feel about digital business transformation.

  • Surviving the Amazon Effect: Differentiating and Optimizing to Thrive in the Age of Amazon

    Sponsored by: NetSuite

    In this white paper, explore how manufacturers and wholesale distributors are rising to the meet the expectations of the 21st century consumer. Discover how businesses can thrive in this competitive climate through differentiation and optimization, and learn how to survive and thrive in the age of Amazon.

  • Three Pitfalls Financial Institutions Must Avoid in the Contact Center

    Sponsored by: Appian

    Download this white paper to learn about the critical role of contact centers in building lasting customer relationships, and why it is important to deliver the best experiences at every touch point, especially in financial services.

  • Want a Better MarTech Stack? Think Like A (M)Architect

    Sponsored by: Workato

    View this white paper to discover the fundamental features of a successful marketing technology architecture. Uncover useful steps for designing a marketing technology architecture that suits your organization's unique needs, and explore how to avoid the hidden costs of poor architecture.

  • To Achieve a Consumer-Grade Employee Experience, HR Must Follow CRM

    Sponsored by: ServiceNow

    HR leaders strive to satisfy the increasingly elevated expectations of a technically savvy workforce to create a positive perception of the HR organization and, by proxy, the employer. Download this report to find out how to provide a consumer-grade employee experience with 8 building blocks.

  • CRM in Credit Unions: Better Member Insights Lead to Better Business Results

    Sponsored by: Avtex

    Download this report to learn why simply adopting CRM as a member data repository is no longer enough for companies – including credit unions – to succeed. Find out how credit unions with poor CX performance can transform their performance to match that of next-generation CRM users with key building blocks summarized inside.

  • Computer Weekly – 4 June 2019: GDPR one year on – is it working?

    Sponsored by: ComputerWeekly.com

    In this week's Computer Weekly, a year after the EU's General Data Protection Regulation (GDPR) came into force, we assess its progress. Fears of technology are holding back digital healthcare – we look at the tech that's bringing back a human touch. And we examine Microsoft's desktop management tools for Windows 10. Read the issue now.

  • IBM Partner Engagement Manager Simplifies Trading Partner Onboarding

    Sponsored by: IBM

    Digitalization is driving major changes in partner and customer expectations, and enterprises can no longer rely on largely manual onboarding processes and discrete tools to satisfy current expectations—read this white paper to learn how IBM PEM addresses these pain points and more.

  • The Ultimate Guide to Workflow Automations Across Marketing Apps

    Sponsored by: Workato

    In this e-book, learn how marketers can improve their customer engagement and customer experience strategy with Workato. Discover Workato product features and benefits, and explore how Workato can help your organization achieve marketing workflow automation, stay on top of key customer touchpoints, and more.

  • The Future of the Contact Center

    Sponsored by: Avaya

    In this Gartner research report, discover what to expect from the future contact center. Learn how AI can help revolutionize your engagement and interactions, and explore the technological changes paving the way for the contact center of the future, including cloud technology, chatbots, and more.

  • Redefining Service Delivery for Citizens

    Sponsored by: ServiceNow

    A positive service experience drives more engagement with an organization. This applies in private and public sector, but it's not easy to achieve. Although everyone wants to provide excellent service, many challenges exist in delivering efficient, modernized services. In this white paper, review a checklist for modernizing customer experience.

  • How to Solve the Top 10 Customer Master Data Challenges in SAP

    Sponsored by: Winshuttle

    In this e-book, explore the 10 most common master data challenges. Review practical tips on improving your data quality and workflows, and learn how a smart automation platform from Winshuttle can help your organization improve compliance, automate data postings in SAP, and more.

  • North Face Improves Online Customer Care with Bold360

    Sponsored by: LogMeIn, Inc.

    In this case study, explore how The North Face improved their online customer care with a live chat and email management tool from Bold 360. Review Bold360 product features and benefits, and decide if Bold360 is right for your organization.

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