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%. 

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. 

This special eight-page report from Computer Weekly analyses the challenges facing Microsoft, its financial performance, the services it offers, its place in the IT market and its future strategy. 

This report from Knowledge Peers and Pierre Audoin Consultants (PAC), reveals what leaders of Small and Medium-Sized Businesses (SMBs) think of IT – its strategic value, its potential, and the changing way in which it is being used in their organisations. 

This resource explains how you can achieve a partial, selective, and even full Lights Out Automation status in an IBM i environment. The benefits include: cost efficiency, elimination of human error incidence, and improved systems management. 

As many executives embrace the idea of a true “single version of the truth” about their customers, they face the fact that their data warehouse and CRM systems, however successful, haven’t reached this goal. 

The Habor Group designs and supports network infrastructures for small to medium businesses in the architectural industry. Read this case study to learn how Autotask provides single, cost effective solution for improving efficiency. 

Depending on the size of an enterprise, a job scheduler may manage thousands of individual mission-critical business processes every day. Access this resource for a brief history of the job scheduling marketplace and to learn what to look for in job scheduling software, including a checklist with which to evaluate your options. 

This podcast will focus on the content of a new KnowledgeStorm research report, the second in a series of studies looking at the impact emerging online applications have on B2B technology marketing. The research finds that blogs and Real Simple Syndication (RSS) are catching on more quickly than previously thought. 

Oracle’s Sun SPARC Enterprise T5440 server provides a combination of freely available and no-cost virtualization technologies, excellent reliability, availability, and serviceability (RAS) ratings, very high performance hardware, and significant data center efficiency gains. Continue reading to learn more. 

This white paper highlights some of the issues that reduce or increase the effectiveness of customer loyalty programs and suggests a solution that offers tips for building a more loyal customer base.