Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc.. Discover what benefits advanced meter infrastructure (AMI) brings and why, and learn how the SAP NetWeaver platform and enterprise service-oriented architecture can support more... >> Discover more offerings from SAP America, Inc..
		WebFOCUS Operational Enterprise Business Intelligence by Information Builders Inc.. WebFOCUS is a comprehensive and fully integrated enterprise business intelligence platform. It sets the standard for enterprise business intelligence by scaling to support more... >> Discover more offerings from Information Builders Inc..

Editorial Tip: Measuring the ROI of Social CRM: No easy task by Infor February 14, 2011 - (Free Research) As 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.  (EGUIDE) READ ABSTRACT |

Retail’s Mobility Imperative: A Measured Approach to the Emerging Channel by BlackBerry July 27, 2010 - (Free Research) This study examines what's driving retailers' mobile strategies, where they're focusing their time and money, and how they plan to measure their performance. In addition, view results of an exclusive survey of more than 300 executives at top U.S. retailers. Continue reading to learn more!  (ANALYST REPORT) READ ABSTRACT |

Best Practices in Performance Management: Monitor, Measure and Manage the End User Experience by Knoa Software September 2008 - (Free Research) This report is the result of a study taken by 87% of IT executives on the best way to manage the service of business critical applications to measure performance at the end-user level. Read this to learn the best practices in performance management.  (WHITE PAPER) READ ABSTRACT |

CW buyer's guide: The business advantages of big data by ComputerWeekly.com November 2012 - (Free Research) Big data may appear to be just another bandwagon, but it is important, and needs to be addressed carefully and sensibly.  (ESSENTIAL GUIDE) READ ABSTRACT |

Oracle’s Optimized Solution for CRM - A Business Case for Secured Siebel CRM on Oracle’s SPARC T-Series by Oracle Corporation March 2011 - (Free Research) Data privacy and thefts, contractual terms and compliance requirements are issues that all need to be considered when installing a CRM system. This paper outlines how deploying Siebel CRM on Oracle's SPARC T-Series servers mitigates risk while helping maintain a low total cost of ownership by not requiring more equipment.  (WHITE PAPER) READ ABSTRACT |

Measuring the Business Impact of Support by Citrix Online UK July 2010 - (Free Research) Customer support has long been a business mainstay. Yet, the business impact of support is seldom measured - despite the influence of support on higher revenue, customer satisfaction and increased productivity. This new ServiceXRG white paper explores the importance of quantifying the impact of support on your business.  (WHITE PAPER) READ ABSTRACT |

7 Habits of Highly Successful Surveys by Vovici October 2009 - (Free Research) Understanding your customer is vital to maintaining and improving loyalty. Learn how to measure customer experience so you can build customer loyalty. Download a copy of the latest Vovici whitepaper 'The Customer Satisfaction Survey' to learn how to understand the major customer experience metrics and more!  (WHITE PAPER) READ ABSTRACT |

Customer Experience Exchange E-Zine: Taking a swing at social CRM by SearchCRM May 2012 - (Free Research) This edition of the CEM e-zine examines the role social media can play in your company. Learn how Major League Baseball is capitalizing on this revolution to fill its stands even during the darkest of times of the season, why Pinterest is such a success and how Dell measures it's social media success by tracking 22,000 daily online comments.  (EZINE)

Enhancing Interaction Center ROI in Turbulent Economic Times by SAP America, Inc. April 2009 - (Free Research) Interaction center managers, along with their counterparts in sales, marketing, and service, are being asked to deliver greater value on shoestring budgets. While the conventional reaction in tough economic times is to simply cut costs and services, the nature of the current downturn indicates that austerity measures of the past won't work today.  (WHITE PAPER) READ ABSTRACT |

The power of Call Centers and Customer Loyalty by Infor CRM February 2012 - (Free Research) Read this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty.  (EGUIDE) READ ABSTRACT |

5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace by Aspect August 2011 - (Free Research) This white paper discusses how workforce, quality and performance management capabilities provide practical business processes and tools for effective staffing, monitoring, reporting, evaluation and coaching.  (WHITE PAPER) READ ABSTRACT |

E-Book: How to Lose Customers in Five Easy Steps by SAS Institute Inc. August 2009 - (Free Research) This paper presents the five most common practices that result in losing the customer and how to avoid those pitfalls. You'll also learn how smarter customer interactions and more customer-centric measures can help you deepen and grow relationships with your most valuable customers.  (EBOOK) READ ABSTRACT |

Transforming Software Delivery: An IBM Rational Case Study by IBM November 2011 - (Free Research) In 2007, the IBM Rational Development organization realized they needed to make improvements in their development lifecycle. This white paper explores that transformational journey, highlighting: How to improve team collaboration, why agile practices are essential, how to gain development intelligence and more!  (WHITE PAPER) READ ABSTRACT |

Making the Back Office Pay: Measuring and Increasing Productivity while Reducing Costs by Aspect August 2010 - (Free Research) Understanding how to manage many different types of back-office tasks in the most consistent and efficient manner is a perplexing challenge. This paper will describe how automated workforce optimization is the solution. Continue reading to learn how to improve the customer experience while decreasing required staffing through predictive modeling.  (WHITE PAPER) READ ABSTRACT |

The Top 9 Ways to Improve Customer Loyalty and Engagement by Allegiance January 2008 - (Free Research) Customer loyalty is a critical way to retain more of your customers and grow your business faster. Explore these nine principles to foster a culture of greater loyalty and engagement and you will see immediate profits.  (WHITE PAPER) READ ABSTRACT |

Five Ways BPM Can Improve Complex Sales - Turning Prospects into Customers by Metastorm February 2008 - (Free Research) BPM enables organizations to rapidly adapt customer on-boarding processes, ensuring there is no gap between a mandated process change and enforcement of that change.  (WHITE PAPER) READ ABSTRACT |

Using Social Media to Deepen Your Customer Relationships by Infor November 2010 - (Free Research) Written for the marketing executive, this paper provides a useful framework to begin to assess how an organization can engage in social media to build deeper relationships with its customers.  (WHITE PAPER) READ ABSTRACT |

Service and Support: Made to Measure Using Consona Analytics as a Roadmap to Success by Consona Corporation October 2009 - (Free Research) Management 101 tells us that success in business starts with setting goals and measuring progress toward them. Service and support success requires that all stakeholders know where they’re going and how they’re doing.  (WHITE PAPER) READ ABSTRACT |

Measuring and Improving Customer Satisfaction in the Insurance Industry by MarketTools, Inc. November 2009 - (Free Research) Learn how leading insurers use MarketTools® CustomerSat™ to gather and analyze feedback from customers to increase customer satisfaction, retain customers, and add to the bottom line.  (ANALYST BRIEF) READ ABSTRACT |

The State of Data Quality Today: An Information Difference Research Study by Pitney Bowes Business Insight August 2009 - (Free Research) This paper brings an in-depth look at the results of this survey and tries to clearly define and measure the state of data quality. Read this paper to learn what 193 respondents who completed the survey from all around the world had to say about the state of data quality.  (ANALYST REPORT) READ ABSTRACT |

Who Are My Best Customers? by SPSS Inc. Worldwide Headquarters February 2009 - (Free Research) Who are my best customers? If you manage sales, marketing, or customer service, you want an answer to that. That's because implementing successful strategies for every customer segment is critical to increasing business profits. This paper describes just a few of the ways that you can use analytics to better understand your customers.  (WHITE PAPER) READ ABSTRACT |

A Premium on Efficiency: Midsize Manufacturers Confront the Obstacles to Growth by SAP America, Inc. August 2009 - (Free Research) How do best-in-class midsize manufacturers continue to grow in a tough economy? This research report, conducted by EIU, outlines measures manufacturers implement to continue expanding even while coping with the strains of softening demand in key markets, rising input costs, and downward pressure on prices.  (WHITE PAPER) READ ABSTRACT |

BPM Quarterly eZine: Assess for Success - Measuring BPM's Benefits by IBM May 2011 - (Free Research) This BPM Quarterly e-zine explores ways you can accurately gauge the progress of your BPM effort. Inside, find not only best practices and expert advice, but access to additional resources about reducing the complexity of BPM integrations and successfully combining BPM and customer relationship management (CRM).  (EZINE)

First Contact Resolution by Pegasystems May 2011 - (Free Research) Contact centers have perfected the art of tracking customer inquiries, but first contact resolution is still alluding them.  The key to solving the problem-- not just answering, but resolving the issue.  (EBOOK) READ ABSTRACT |

CA Wily Customer Experience Manager by CA Technologies. December 2008 - (Free Research) Speed time-to-value on your CA Wily Customer Experience Manager (CEM) investment with the CA Wily CEM Rapid Implementation service. By following a set of proven best practices, CA services will accelerate the basic deployment of CA Wily CEM that is tailored to meet your most essential business needs.  (DATA SHEET) READ ABSTRACT |

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