Supported by insights from Peppers & Rogers Group and inContact, this white paper will explore the benefits of applying the right mix of self-service and agent-assisted support to meet customer expectations effectively and maximize business outcomes. 

The advent of cloud-based CRM applications has eliminated the significant initial budgetary barriers to entry for many businesses, and the proliferation of products geared toward smaller businesses has presented small business with options that allow them to choose based on specific features. Learn more about how CRM can help your small business. 

Loyal customers are the lifeblood of a business. Read this paper for a discussion, given by executives Don Peppers and Melissa Boxer, of the four key principles of success in gaining customer loyalty. 

Social channels are here to stay and should be part of your customer engagement strategy, as you will be re­quired to integrate these new channels sooner, rather than later. This paper will help you build the best road map to customer success, integrating both old and new channels into your customer experi­ence strategy. 

This expert e-guide looks at two real world case studies of how businesses used mobile technology to improve CRM. 

This expert e-guide provides insight on customer experience management, how to build it, and why companies are no longer focusing on cloud v. on-premise for CRM solutions. 

This paper seeks to get to the bottom of gaps in CRM initiatives, identifying specific changes that have occurred in the process, areas where it is falling short and other tidbits to consider as your strategies move forward. Read this and gain insight into the results of a survey conducted amongst 160 firms with annual revenues of $250 million. 

The CRM buying process can be reduced to a set of 10 steps that will help you pare down the field of potential solutions to a few vendors who are the best fit. This guide will allow you to move through 10 sets of steps. 

By exploiting the disruptive forces and trends discussed in this resource, you will be able to transform the customer experience, improve the customer’s sentiment about your organization, and turn customers into advocates. 

This analyst report discusses how best-in-class businesses have adapted their content for improved mobile marketing. 

With instant access to information, customers expect a purchase experience that matches the ease and speed of the information-gathering experience. Read this white paper, created in collaboration with Frost & Sullivan, to see how a customer relationship management (CRM) solution can help you respond on the customers’ terms. 

This expert e-guide discusses next-generation BI software, in particular customer relationship management (CRM) analytics and how these factors complement the SMB market.