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. 

How to have a successful customer relationship management (CRM) implementation. 

This paper offers insight into an option that capitalizes on predictive analytics, enabling your business to target, optimize and automate your customer-centric interactions. Read this now and learn from other successful companies 10 pivotal tips - including careful planning and setting goals - that will help you craft the perfect data mining plan. 

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. 

Adding mobile access and social collaboration to CRM delivers significant benefits, this report from Nucleus Research reveals. 

Nucleus Research assesses Microsoft’s plans to extend  and develop the Microsoft Dynamics CRM platform. 

Want to know how the most successful companies deliver exceptional customer value? Do you know the best practices for using customer analytics? This e-book answers these questions and a lot more about winning trends and practices in customer relationship management (CRM). 

One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. 

Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment. 

Just  what  is  cloud  computing  anyway? This  paper  seeks  to  clarify   the  definition  of  cloud  computing,  identify  how  far  along  users  are  in  terms  of  cloud  deployment,  and  examine  the   role  of  the  network  in  the  cloud  computing  model. 

The challenge for Chief Compliance Officers is to understand the risks associated with each of these three drivers of compliance and how they can be mitigated. Read this paper to find out more. 

The UK public sector is in the midst of a period of transformation and improving citizen engagement will be key to the success of this change. 

The Jericho Forum has been described in a crude way as ‘those people who want to get rid offirewalls’. That’s not strictly accurate – Jericho believes that protection should be appliedclose to data (JFC#1, JFC#9)1, and that firewalls should just be ‘quality of serviceseparators’.