Most customer service organizations have recently seen operational budgets cut by nearly 20%. In addition, the goal of maintaining quality customer service has become more difficult to achieve. Organizations must now deliver the same levels of service with fewer resources. Can it be done? Read on, and find out how. 

In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%. 

Is social CRM just hype or is it really worth your business's time? Read this eBook from SearchCRM.com for expert advice. 

You’ve likely heard of cloud computing – shared computing resources available over the Internet. But it turns out there’s more than one way to cloud. Read now to learn about public, private and hybrid cloud strategies. 

This document is designed to give you a better chance of successfully implementing CRM software solutions and focus is on implementing CRM software in small to medium sized organizations. 

This case study examines a food services company that needed to find a more efficient way to keep track of and manage food and laundry inventories, address customer concerns in the call center, automate processes, and manage tax calculation processes. Continue reading to discover the software they used to effectively meet their business needs. 

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. 

Web collaboration solutions are emerging as one of the building blocks of those applications. 

This analyst report examines how you can protect brand integrity and ensure governance through social compliance initiatives. 

Read this report to learn how Forrester Research rated 24 CRM solutions in terms of their strengths and weaknesses in supporting four key cross-functional processes in the finance and insurance industry. 

Recent advances in Internet infrastructure technology and maturity of technologies supporting collaboration over the Internet have resulted in new methods for sales organizations to interact with their customers, collaborate with sales team members. 

Improving the overall quality of your company’s decision-making process results also improves the overall effectiveness of your business. This paper explains how reporting will help your organization make better decisions, and how on-demand reporting allows you to accomplish this task in a fast, cost-effective, and easy-to use manner.