Customer Retention Research
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Limitations of Customer Self-Service for Contact Centers
Sponsored by: ServiceNowToday's customers are more empowered and informed than ever, and they expect self-service to be available. In this e-guide, Scott Sachs of SJS Solutions discusses some of the challenges you will need to address, including more complicated inquiries and reduced opportunities to enhance customer engagement.
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CRM Survival Guide
Sponsored by: bpm'onlineAs with anything, it is important to start off your CRM initiative on the right foot. The only way to do that is by understanding everything this technology has to offer. From common features to the latest trends, this comprehensive guide breaks down everything you need in order to get started with CRM.
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How to Determine the Best CRM Software for Your Organization
Sponsored by: bpm'onlineIt's no secret that CRM enables you to better serve your customers, thus boosting retention rates. However, you need to ensure that the CRM tool you invest in is the best fit for your organization. In this expert guide, compare features and functionalities of 11 leading market vendors, and receive an overview of the latest CRM trends.
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Social Media Monitoring Long on Promise, Short on Results
Sponsored by: TechTarget Content ManagementEvery company knows that social media holds great insight into customer desires, but many are failing. This handbook on social media monitoring identifies some of the difficulties and provides suggestions on converting raw data into actionable information to successfully engage audiences, identify prospects and enhance brand awareness.
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Service Cloud Brings Intuitive UI to Customer Service and Support
Sponsored by: Salesforce.comCall center agents need to be able to access customer account information, but historically they have struggled to do so. In this guide, explore how Service Cloud can help you streamline your agents' access to critical customer information, and how the platform's UI and Lightning development architecture play large roles in that.
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Improving Omnichannel Customer Service with Salesforce IoT Cloud
Sponsored by: Salesforce.comRead our interview with Larry Robinson, senior VP of product management for the Service Cloud at Salesforce, in which he discusses the importance of creating a solid customer experience and agent productivity. He also talks about how Salesforce expects to deliver that with Salesforce IoT Cloud.
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Service Cloud: New Capabilities Aiming to Unify Fragmented CEM
Sponsored by: Salesforce.comDid you know that 61% of consumers must interact with a company on multiple channels to resolve a customer service issue? And did you also know that Salesforce has brought new capabilities to Service Cloud, aiming to help unify fragmented customer journeys? View this guide to learn about them, it's pricing and availability.
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Why Omnichannel Experience Delivery is a Full Contact Sport
Sponsored by: GenesysExpert consultants and users from eBay and Boingo Wireless discuss contact center technology trends, mistakes, and best practices. Discover ways to upgrade your existing infrastructure to enhance the customer experience and help your company run more efficiently.
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Context-Aware Tech Senses, Responds to Customer Needs
Sponsored by: TechTarget Content ManagementThis expert handbook explores how to leverage context-aware technologies to create appropriately personalized customer experiences. Discover how to deliver on the promise of personalized content delivery with tools and strategies for web content management, marketing automation, machine learning, and more.
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CRM System vs. Spreadsheets for Managing Client Information
Sponsored by: InsightlyThis expert e-guide discusses why Prosound, a consulting company that focuses on improving customer phone experience, traded in their spreadsheets for a CRM system with mobile integration. Plus, learn the questions you need to ask yourself before implementing a CRM system.
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The American Cancer Society's Multichannel Engagement Strategy Success Story
Sponsored by: Oracle CorporationIn this e-guide, you will discover how the American Cancer Society's leadership is implementing a sophisticated multichannel engagement strategy to reach all those passionate about their cause. Download now to uncover how this strategy could be useful in helping your organization create meaningful multichannel engagement with your customers.
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Six Signs Your Customer Service Strategy Is Broken
Sponsored by: Oracle CorporationIn the "age of the customer" business leaders and decision makers are focusing more than ever on designing customer experiences to attract, engage, and retain finicky consumers. This white paper aims to help CIO's achieve this goal by training them to recognize 6 ineffective customer service strategies.
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Driving multichannel engagement with the voice of the customer
Sponsored by: Oracle CorporationIn this e-guide you will learn how the right infrastructure can allow your marketers to harness your existing data to create seamless, integrated experiences for your customers on any channel.
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How to Deliver Mobile and Multichannel Customer Service
Sponsored by: MicrosoftThis expert e-guide digs into mobile and multichannel CRM strategies that companies are leveraging to connect with customers better. You'll learn how a transit system provides real-time data on arrivals, departures, and delays for bus or train to riders' mobile devices, and much more.
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How Does Social Customer Service Affect Contact Centers?
Sponsored by: Oracle CorporationIn this e-guide, our CRM experts discuss how social media is transforming the way contact centers work. Learn strategies and best practices for implementing a social media customer service plan in your contact center.
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Answering Customer Complaints Gracefully on Social Media
Sponsored by: Oracle CorporationThis exclusive e-guide digs into the challenges of implementing a social customer service strategy in your enterprise. Uncover considerations on deciding how the organization should interact with customers, which sector of the company should handle these communications, and more.
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The Business Benefits of Managing Cyber Risk and Minimizing Unnecessary Data
Sponsored by: UnitedLexCyber risk management is becoming an increasingly important area of concern as company directors' realize the limitations of insurance. How can you address this risk and instill confidence in your customer engagement? Find out how to enhance your cyber risk management using 4 key strategies.
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Social Media Customer Service: Where Companies Go Wrong
Sponsored by: Oracle CorporationThis exclusive e-guide explores the disconnect between customer service and social media in companies both large and small. Uncover the risks of ignoring customer service on social media, and learn expert tips to get it right.
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Assessing the Benefits of Social and Cloud-Based CRM Tools
Sponsored by: MicrosoftDo the cloud and CRM go hand in hand? Most will argue yes, but why? In this expert e-guide, tap into advantages of CRM in the cloud, and learn how technology company Shuttle Cloud uses cloud tools to manage customers, organize sales leads and hire internally. Plus, gain tips for making social CRM tools work effectively in your organization.
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Expert Tips for Social CRM: Why Companies Are Pinning Their Hopes on Pinterest
Sponsored by: MicrosoftDiscover how you can formulate a winning social CRM strategy, and knock your customers' expectations out of the park. Tap into why Pinterest is piquing the interest of businesses and get an exclusive look at how MLB teams engage with their customers via personalized mobile updates.
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5 Questions Every Marketing Department Should Be Able to Answer
Sponsored by: Salesforce.comAccess this whitepaper to discover 5 essential questions every marketing department should be able to answer, and how data analytics is stepping up to the plate to help. Read on to tap into the data you already have, and bolster your revenue flows.
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Predicting Customer Churn in Real-Time
Sponsored by: IBMThis presentation considers the advantages that come with real-time customer churn intervention. Watch now to discover how machine learning and text analytics can help your company step in at the right time to avoid losing valuable customers.
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Transforming the Value Chain with Data-Driven Insights
Sponsored by: IBMThis resource explores how your business can transform B2B transactional information into valuable insights in near-real-time, enabling you to operate a high-performing value chain without the cost and complexity of maintaining in-house analytics infrastructure.
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Mobility Services 101
Sponsored by: TechTarget IT ChannelIf you are struggling to deliver managed mobility services, this guide is meant to help. We offer insight into the challenges of delivering managed mobility services, the managed mobility market and the benefits of partnering with EMM vendors.
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Digital Clarity Group — Successful Customer Experience Calls for Customer Insight
Sponsored by: SitecoreIn thsi exclusive white paper glean the essentials of the new CEM. Read on to learn how understanding is the key to earning and keeping empowered consumers.
