Customer Service Research
-
Why Deliver Extraordinary Customer Service?
Sponsored by: Oracle CorporationOrganizations need to differentiate themselves by providing personalized and rewarding service that leverages the unique value of all customer touch points. If done well, a company can transform customer service into a competitive advantage, and use it to turn a buyer into a customer for life.
-
Journal of Management Excellence: Creating Options
Sponsored by: Oracle CorporationRead this collection of journal articles to learn a variety of approaches to creating options for business success, even in the face of scarce resources.
-
Optimize Data Management for Smarter Banking and Financial Markets E-Book
Sponsored by: IBMThis e-book explains how smarter banks can anticipate customer needs and deliver innovative products faster, more consistently and more nimbly than the competition. They have full visibility of their risk position and customer needs. And they respond quickly to both challenges and opportunities. Read on to learn how to become a smarter bank.
-
Item-level RFID Tagging and the Intelligent Apparel Supply Chain
Sponsored by: Motorola SolutionsThis paper provides an overview of item-level radio frequency identification (RFID) tagging in the apparel supply chain. It explains the evolution of RFID technology and details key benefits when utilized by retailers, distribution and logistics providers, and manufacturers.
-
Editorial Tip: CRM Expert Predictions for 2011
Sponsored by: InforWith 2010 behind us, SearchCRM.com asked some industry experts what they see in store for 2011. It's clear that CRM practitioners can look forward to a heavy dose of social CRM, mobile requirements and a continued emphasis on the customer experience.
-
Editorial Tip: Measuring the ROI of Social CRM: No easy task
Sponsored by: InforAs more organizations invest in social channels, the question of value becomes increasingly important. In social media, ROI alone may not tell the value of the effort, and benefits to the business from the customer service approach could be gauged by a variety of factors. Uncover how to measure the real value of an investment in social CRM.
-
Service Please: Five Tips for Easy, Affordable Tech Support
Sponsored by: Cisco Systems, Inc.A dark secret of investing in technology is the substantial cost of not doing the technical support well. You may increase productivity and profits simply by adopting a new strategy for network maintenance and troubleshooting. Read on to learn how three small businesses get technical support that brings them peace of mind at an affordable price.
-
How to Get the Cisco Tech Support You Need, Online
Sponsored by: Cisco Systems, Inc.IT and telecom staff in small businesses (up to 250 employees) meet up at what Google Analytics reports is one of the most popular support sites of its size—the Cisco Small Business Support Community. Whenever you need technical support, or want to learn more about your technology, connect with the community and get support. Read on to learn more.
-
The Information Agenda: Rapidly Leveraging Information as a Trusted Strategic Asset for Competitive Advantage
Sponsored by: IBMAs the CIO of a flourishing business, you are happy to report that the current information projects are going well. The new call center is up and running, the new data warehouse is on-line, and the new customer loyalty systems have been deployed successfully.
-
E-Book: CRM Trends and Tips for 2010 - Doing More With Less
Sponsored by: IBMIn this e-book, find out how to make the most of the systems and budget you do have, with expert advice from leading analysts at Gartner and Forrester. Continue reading to learn CRM trends and tips and learn how to do more with less.
-
The Best Best Practice Guide: Benchmarking for Service Desk Success
Sponsored by: GoToAssistBenchmarking is a critical process for any Service Desk that wants to gauge the quality of their service delivery. Too often, however, desks are overly concerned with industry benchmarks and hitting industry standards for call waiting times, resolution time and the perennial cost per email. Download the SDI best practices guide to learn more!
-
Continuous Customer Dialogues
Sponsored by: InforThe need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints. This concept is discussed further in the rest of this whitepaper.
-
CRM in Financial Services: Best practices, trends and strategy for the new economy
Sponsored by: Pivotal CRM, a CDC Software solutionFind out how financial services companies are leveraging CRM technology and best practices to improve service and operational efficiency. Read this e-book to learn more.
-
Virtual + Physical = Hybrid Events: Best Practices for Creating Compelling, Innovative Hybrid Events
Sponsored by: INXPOThis whitepaper explores the growing role of virtual technologies in physical events (hybrid events) in marketing and communication, as well as identifies five best practices for maximizing their success in achieving organizational goals. Read on to learn more.
-
The Definitive Guide to Lead Nurturing
Sponsored by: MarketoThe goal of this guide is to arm B2B marketers with the ultimate resource for lead nurturing, whether you’re just starting to think about lead nurturing in your business or are looking for ways to enhance and optimize your existing programs. Read this definitive guide to learn more.
-
BLS Telecom Improves Customer Support Management with Sugar Professional
Sponsored by: SugarCRMThis case study discusses how in order to fight delayed resolutions of customer support issues, inefficient workflow management and decentralized data, BLS Telecom switched to Sugar Professional. Continue reading to learn how, with Sugar Professional, BLS telecom improved customer support management.
-
Oracle TimesTen In-Memory Database
Sponsored by: Oracle CorporationIn this 40 minute webcast, listen to Oracle's Marie-Anne Neimat introduce the Oracle TimesTen In-Memory Database. Learn why people use in-memory database (it's all about low latency) and how this technology can accelerate existing Oracle Database applications as well as new applications.
-
Intel Technology Provider
Sponsored by: IntelDesigned for Business Resellers, Intel® Technology Provider has been designed specifically to support your technology sales and marketing efforts and enhance long term relationships with your customers. Read on to learn more.
-
Mobile Phones Emerge As Security Threat Targets
Sponsored by: Trend Micro, Inc.Due to their portability and advanced computing features, mobile phones are becoming popular devices for Web surfing. Just like PCs, however, these gadgets are also susceptible to various security threats. Users must remain cautious when using their mobile phones to surf the Internet to keep their phones malware free.
-
SAP Customer Relationship Management (SAP CRM) Multimedia Presentations
Sponsored by: SAP America, Inc.These multimedia presentations will explain the features and benefits of SAP Customer Relationship Management (SAP CRM). Watch the presentations to discover how SAP CRM can enable you to become a customer-centric enterprise and to differentiate you company for competitive advantage.
-
Six Success Factors for Building a Best-Run Marketing Organization
Sponsored by: SAP America, Inc.This paper discusses six success factors that will enable your marketing organization to overcome the challenges to reaching growth and profitability objectives. Continue reading to learn more about these six success factors and more.
-
SAS® Business Analytics for IT Leaders
Sponsored by: SASIT leaders, tasked to satisfy the needs of their own business units while satisfying the changing needs of all other business units, face a wide variety of challenges. This white paper identifies the key issues that must be addressed and provides a clear strategy for solving them. Read on to learn more about SAS® Business Analytics for IT leaders.
-
E-Book: Leveraging Web 2.0 and Social Media in CRM Programs
Sponsored by: SAP America, Inc.You’ve heard the buzz about Web 2.0 and social CRM, but where to start? In this eBook, find out more about Web 2.0 and social media in the context of CRM. Learn more about using Web 2.0 to build customer loyalty and get expert insight into the role that social CRM may play in the future.
-
Journal of Management Excellence: Organizing for Management Excellence
Sponsored by: Oracle CorporationMany organizations have achieved dramatic performance improvements by sustaining a focus on strategy implementation. We have captured and codified a body of knowledge from these successful organizations that provides the foundation for an emerging professional function focused on the management of strategy.
-
Call Centre Transformation: Turning Customer Experience Into Profits
Sponsored by: SAP AGCall centres have been constantly evolving since the last third of the twentieth century. This evolution will continue as innovative information technology and shifting forces of competition drive call centre transformation. Customer interaction has become an important source of differentiation for organisations. Learn more in this white paper.
