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CRM Research

  • Bright Ideas: Line of Business (IT)

    Sponsored by: Zendesk

    Discover how companies like Xerox and L'Oreal adapted and refined their customer support offerings to help with their workforce and IT struggles.

  • How the Cloud Helps you Find More Time in the Busy World of Real Estate

    Sponsored by: Vonage

    Read this resource to learn how new cloud-based communication technology can help streamline your business processes and help increase your customer's satisfaction.

  • Do You Need to Set Customer Expectations? The Right Cloud Communications Process Can Help

    Sponsored by: Vonage

    With the right cloud infrastructure and understanding cloud technology, your organization can better manage customer expectations and everyday business communications processes. To learn how, read this resource.

  • Microsoft CRM Integration: Getting the Most Out of your Cloud Investments

    Sponsored by: Vonage

    In this resource, gain insight on how Microsoft Dynamic deployment can be used in your call centers to help enhance customer relationships. Then, find out how your organization's cloud infrastructure can be reevaluated to ensure you're making the most out of your cloud investments.

  • The Total Economic Impact™ Of Zendesk

    Sponsored by: Zendesk

    Discover how your organization can provide friction-free customer service experiences, with technology that taps into 5 functional areas, as well as Forrester's Total Economic Impact framework to choose the best customer relationship platform for your business.

  • Innovation and Collaboration for Effective Healthcare Management

    Sponsored by: HealthEdge

    Health insurers, providers, and community resources need to come together with the patient's well-being prioritized as a unifying mission. Explore some popular factors that comprise social determinants and impact health outcomes.

  • Your Guide to Omnichannel Customer Support

    Sponsored by: Zendesk

    The customer determines the best way to engage with your company based on their needs and preferences. So how can you anticipate which channels a customer will need or want? Learn what omnichannel support entails, how a strategy can benefit your business, what factors are driving channel preferences, and more.

  • IDC: Supporting Customer Experience Initiatives Through Productivity and Process

    Sponsored by: Zendesk

    In this IDC paper, learn what it means to the overall organization to be a CX–focused organization, the impact, benefits, and challenges of pursuing a customer experience strategy, and examples of organizations that have effectively used tools to support service and contact center agents.

  • Case Study: How the FCC Improved Their Consumer Help Center

    Sponsored by: Zendesk

    Learn how the Federal Communications Commission (FCC) built up their consumer help center to handle the 450,000 complaints per year they receive with lower cost to taxpayers.

  • How Uber Grew With Customer Support and Chat Behind the Wheel

    Sponsored by: Zendesk

    Everyone knows Uber, but behind the wheel? A complex ecosystem that keeps the driver and rider connected and processes running smoothly. Discover how customer support and chat tools supported Uber's business growth.

  • Providing Great Customer Service Through Social Media

    Sponsored by: Zendesk

    One of the first challenges to providing great customer service is where to focus your time and resources. Providing great customer service through social media can be a way to get around this hurdle. Learn how you can get started with developing a social customer service strategy of your own.

  • Cloud CRM Software: Vendor Comparison Report

    Sponsored by: Zendesk

    According to Gartner, over 85% of customer service and support software will be delivered on a cloud-based model by 2019. In this Gartner report, compare strengths and weaknesses of cloud CRM software from top vendors including CRMNEXT, Microsoft, Oracle, Salesforce and many more.

  • Battle of the CRM Tools

    Sponsored by: TechTarget

    CRM platforms today are rich, powerful tools for marketers, sales and customer-oriented professionals. But you can easily drown in all of the options thrown in your direction. Let our guide; Battle of the CRM Tools, assist you in making an informed CRM buying decision. Explore survey results, strategy ideas, and product reviews from your peers.

  • CRM Evolves Towards Digital Customer Engagement

    Sponsored by: ComputerWeekly.com

    This e-guide focuses on how customer relationship management has evolved towards engaging with customers through every channel, with digital to the fore.

  • Optimize Business for Omni-Channel: 5 Best Practices

    Sponsored by: Adyen

    The emergence of omni-channel is driving major restructuring as businesses seek to serve the omni-channel shopper, who is keen to buy whenever, wherever and however they want. Uncover examples of omni-channel initiatives and their actual impacts, payments-related best practices, and insights into what drives the emergence of omni-channel.

  • Meet Your Future Power Consumer: Generation Z

    Sponsored by: Adyen

    Millennials are in the midst of their professional careers and have a steady income, making them a key shopping demographic. But there's another group poised to cause the next big shift in how we shop (and buy): Enter Generation Z. Discover this future power consumer, and how to give them what they want.

  • Digital Transformation in Sales: Evolving the Art of Customer Engagement

    Sponsored by: Microsoft

    Are your sales leaders strivers, followers, skeptics or drivers when it comes to the digital transformation of your sales department? Learn how (and why) top-performing sales organizations are prioritizing digital transformation to unlock greater revenue growth. Plus, learn how to get your teams on board for your own transformation journey.

  • The Current State of Global Customer Service: Research Report

    Sponsored by: Microsoft

    96% of Microsoft's survey respondents said customer service plays a role in their choice of and loyalty to a brand – that's a number too high to ignore. Learn more about the current state of customer service in this research report. Discover respondents' thoughts on: Brand loyalty, perceptions and frustrations, self-service options, and more.

  • How the IoT is Leading the Future of Field Service

    Sponsored by: Microsoft

    Field service management teams want to keep costs down, while improving their customer service relationships. But reducing costs often hurt customer relationships. Learn how the IoT provides a way for field service organizations to reduce costs and increase efficiency (without sacrificing customer relationships).

  • How Financial Services Can Be Customer-Centric in the New Digital Landscape

    Sponsored by: Microsoft

    This IDC white paper explores how financial services organizations can build a positive digital customer experience across multiple channels. Learn how to create a connected, customer-centric experience with key enablers for cloud content management, mobility, analytics, and more.

  • The New Era of Digital Retail

    Sponsored by: Microsoft

    Find out what some of the retail industry's brightest thought leaders from Microsoft and NORA had to say about the changing digital landscape in terms of personalization, omnichannel customer engagement, customer data management, and more.

  • A Look at 5 Contact Center Automation Tools

    Sponsored by: Genesys

    In this expert e-guide, learn about what you need to consider when making contact center purchasing decisions, 5 contact center automation tools to know, and the top 5 benefits of speech analytics.

  • The Customer Engagement Benefits of CRM Tools

    Sponsored by: Microsoft

    In this expert e-guide, explore how Starbucks and Wal-Mart decided to shake up their customer engagement strategies, and the results of doing so. Then, uncover how CRM tools can improve much more than just customer engagement.

  • IoT Revamps Field Services & Customer Engagement

    Sponsored by: Microsoft

    Including insights from Andrew Leigh (VP of Alliances at Jitterbit) and Scott Amyx (CEO of Amyx+), this expert guide explores how field services can be supercharged with an integrated IoT strategy, and how the IoT enhances customer engagement for brands and marketers.

  • The CRM Market Today

    Sponsored by: Microsoft

    In this e-guide, uncover how Microsoft is establishing new incentives and compensation strategies to better align field sales and channel partners, and how (and why) Microsoft is planning to focus its future on Dynamics 365, AI and digital transformation. Plus, learn how new CRM tools are revolutionizing engagement.

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