Customer Service Research
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What is the Value of Unified Communications?
Sponsored by: TechTarget SecurityThe benefits of unified communications are apparent to network managers, but how can you figure out the value it will add to your organization?
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The power of Call Centers and Customer Loyalty
Sponsored by: Infor CRMRead this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty.
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Optimizing Your Return on Customer Attention with Oracle RTD
Sponsored by: Oracle CorporationRead this white paper to learn how business intelligence (BI) can combine your explicitly-defined business rules and automatically-identified statistical information to deliver the best possible content to your customers for every single interaction.
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Customer Experience Exchange E-Zine Issue 2
Sponsored by: TechTarget Customer ExperienceThis 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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Making WFM Work: Best Practices and ROI Model
Sponsored by: Calabrio, Inc.There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
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Smarter Commerce Manufacturing Interactive Guide
Sponsored by: IBMSmarter commerce is designed to help companies better integrate and more effectively manage their value chains. It aligns the buy, market, sell and service processes in a way that puts the customer at the center of decisions and actions, which can lead to greater customer loyalty, revenue and profit margin growth.
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Cognos Business Intelligence for Report Authors
Sponsored by: IBMUtilize a complete set of enterprise reports that are easy to build, maintain, secure and deploy, all delivered in a collaborative authoring environment and based on the fundamental principle of "author once — consume anywhere."
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Experts say CEM technology can build single view of customer
Sponsored by: Infor CRMThis tip guide from our editorial team features an article on overcoming single-view issues and how customer experience management (CEM) technologies are a valuable tool for this problem.
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Yahoo, Amex talk up different customer service approaches
Sponsored by: Infor CRMAccess this tip guide to learn how American Express and Yahoo Inc., have conquered customer service obstacles while also decreasing customer relationship management (CRM) budgets.
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Building a Strong Customer Experience
Sponsored by: Infor CRMRead this e-guide from SearchCRM.com to learn how American Express and Yahoo tackle customer service with their own twists, how to communicate through multiple channels and ways to craft a single customer view through CEM technology.
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Tip Guide: Tips for making the business case for CRM analytics – and what can be gained
Sponsored by: SAP America, Inc.In this e-guide, readers will learn more about customer relationship management (CRM) analytics and what can be gained from having this in place.
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Customer Experience Exchange E-Zine: Bridging the Customer Experience Chasm
Sponsored by: TealeafWith rapidly changing demands, customer experience management (CEM) can be a tricky craft within your organization's processes. Customer Experience Exchange is a brand new bi-monthly e-zine focused on CEM tips, best practices and techniques. Check out the first ever issue now, exclusively here.
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IT leaders modernize BI systems with high quality data
Sponsored by: IBMBusiness intelligence (BI) has become more essential than ever before as organizations strive to extract meaningful information from growing stores of data. Inside this e-guide, gain strategic insight from the BI implementation experiences of your peers.
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Using IBM Social Business to Take Your Business Relationships to the Next Level
Sponsored by: IBMThis publication provides information about IBM Social Business and includes details about the business need and the value of transformation to a social business. It presents a high-level Social Business component diagram, highlights key capabilities, and includes customer case studies that exemplify how some of these capabilities can be applied.
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Social Business in the Cloud
Sponsored by: IBMDeepen your customer relationships. Drive operational effectiveness. Optimize your workforce. Read this white paper and see how using LotusLive services to become a social business can help your organization simplify, speed up and enhance interactions in practically all areas of the business.
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IBM LotusLive Engage Helps Signature Mortgage Reduce Loan Processing Time
Sponsored by: IBMSignature Mortgage Corporation provides thousands of customers with low-cost and hassle-free mortgage solutions. Now with e-SignLive and LotusLive, their customers have the ability to electronically sign applications from the convenience of their home or office. Learn more about how e-SignLive increased their business success.
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E-Guide: CIOs weigh in on virtualization and big data
Sponsored by: DellEMC and Intel®CIOs are buzzing about virtualization technologies and tools for big data analysis due to benefits in areas such as productivity, business agility and customer service. Inside this exclusive e-guide, learn how your company can take advantage of both virtualization and big data analysis for a clear competitive advantage.
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Navigating the path to satisfying online customer experience
Sponsored by: TealeafRead this exclusive e-guide to get an executive-level, 360-degree view on which CRM approaches are best for different business scenarios -- from winning strategies for mobile users to social CRM tools to best practices for multi-channel customer experiences.
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Executive Brief Digital Transformation: Creating New Business Models Where Digital Meets Physical
Sponsored by: IBMAs businesses embrace the digital revolution, they're rethinking what customers value most and creating operating models that take advantage of what’s newly possible for competitive differentiation. This report is designed to provide senior executives with analysis and insight on how fast and how far to go on the path to digital transformation.
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Social Business Podcast Series
Sponsored by: IBMA Social Business enables its employees – and customers – to more easily find the information and expertise they seek. Access this podcast series for an in-depth guide to establishing a Social Business for real-time communication and collaboration.
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JBoss Enterprise Middleware, by Red Hat: Technical Support Services Leader
Sponsored by: Red HatThis white paper discusses the features of JBoss Enterprise Middleware and highlights technical and customer support as the key characteristic that sets this middleware apart from the competition.
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Microsoft Dynamics CRM Trial Page
Sponsored by: MicrosoftMicrosoft Dynamics CRM helps increase productivity and create a connected organization that is equipped to please your customers. The result is a compelling and engaging experience for customers that sets your business apart.
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Tip Guide: Retail best practices for in-memory analytics in SAP environments
Sponsored by: SAP America, Inc.Learn how to successfully manage new challenges in the retail industry.
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A realist's guide to building bottom line revenue and customer loyalty with social CRM
Sponsored by: SugarCRMIs social CRM just hype or is it really worth your business's time? Read this eBook from SearchCRM.com for expert advice.
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Unleash the Power of Marketing to Drive Innovation and Profit
Sponsored by: SASIn this white paper, learn what genuine customer centricity looks like, why it matters more than ever, and how organizations can achieve it.