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Still Struggling to Reduce Call Center Costs without Losing Customers? by SAP AG

February 01, 2008 - (Free Research)
Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset. 
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Without a service catalog, your public, private, or hybrid cloud is just a fog bank by CA Technologies.

June 08, 2011 - (Free Research)
There is no better mechanism to realize the potential for providing cloud-based services than implementing a service catalog. A service catalog is designed to support the presentation and request for services, the capture of data required to make the service life-cycle efficient, and the workflow to automate service processes. 
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Connect with Sage 200 Suite - How Sage 200 helps keeps your finances in check by Sage Software

March 30, 2012 - (Free Research)
Read this white paper to learn about a software suite that easily shares business intelligence (BI) and customer relation ship management (CRM) data throughout your business, is designed to grow with you, and is customized to suit your specific needs. 
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How to Profit in a Downturn: 4 Customer-centric Strategies for Growth in a Challenging Market by Pivotal CRM, a CDC Software solution

February 20, 2009 - (Free Research)
In this white paper, learn how your organization can use customer-centric strategies and CRM tools to maximize the value and loyalty of your customer base. Gain insight into new areas of opportunity and do more with less in a time of economic uncertainty. 
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Transform the Customer Experience with Pega CRM by Pegasystems

May 11, 2011 - (Free Research)
For years, companies have tried to serve customers in a way that would lead to brand loyalty.¬† While traditional CRM systems have failed to deliver, a new approach might be just what companies need. 
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The Intelligent Customer Front Door: Go Beyond the Limitations of Traditional Interactive Voice Response (IVR) to Deliver Superior Customer Service by Genesys

June 2008 - (Free Research)
This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage. 
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Driving IT help desk efficiency with customer-centric remote support by GoToAssist

May 2008 - (Free Research)
Help desk managers servicing large mobile workforces, such as remote employees and workers on the road, face significant challenges. This white paper will examine key IT help desk challenges and reveal the many advantages of customer-centric remote support. 
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Deliver Robust Products at Reduced Cost by Linking Model-Driven Software Testing to Quality Management by IBM

September 2009 - (Free Research)
Your customers expect the highest quality in the products you deliver. Discover how a comprehensive, integrated, automated requirements centric model and code based test environment managed with an extensible quality management system can increase market acceptance, ensure customer loyalty and deliver superior outcomes. 
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ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy by Genesys

December 2012 - (Free Research)
This case study reveals how Canadian insurer ICBC built a flexible, cutting-edge contact center as a key part of its customer-centric strategy, enabling the company to improve routing flexibility, increase customer satisfaction, and more. 
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The top 10 secrets to using data mining to succeed at CRM: Discover proven strategies and best practices by IBM

April 2012 - (Free Research)
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. 
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Business Process-Centric Information Technology: Aligning Business and Technology for High Performance by Accenture

February 2009 - (Free Research)
Process-centric IT is, first and foremost, a way for the IT organization to build applications that will deliver greater flexibility and agility to the business-enabling high performance. 
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Champions of Software as a Service: How SaaS is Fueling Powerful Competitive Advantage by IBM

January 2014 - (Free Research)
This report dives deep into a study on SaaS and how it is helping companies gain competitive advantage as opposed to simply reducing costs. 
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Customer Relationship Management - Integration for a Customer Centric View by Sage (UK) Limited

August 2008 - (Free Research)
This white paper provides a valuable list of factors for executive management, IT decision makers and sales professionals to consider when planning a successful CRM integration project. 
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True Enterprise-Quality Linux Support: Edison Group White Paper by Oracle Corporation

November 2008 - (Free Research)
This white paper discovers how organization can increase operational efficiency while cutting costs with Oracle Unbreakable Linux, a support program that delivers enterprise-quality support for Linux at a lower cost. 
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Drive Sustainable, Profitable Growth through CRM: 8 Golden Rules to Turn Your Company into a Customer-Centric Enterprise by SAP America, Inc.

May 2008 - (Free Research)
To make the most of customer relationships, organizations should consider a basic set of CRM principles that we at SAP have identified based on the successful strategies of best-run companies. 
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Improve Business Performance and Customer Loyalty in 5 Steps by Infor

September 2008 - (Free Research)
Maintaining strong business performance and customer loyalty require continual vigilance and assessment and performance tools. Read this paper to learn five steps to improve business performance and increase customer loyalty. 
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Bendigo Bank delivers a higher quality customer experience with HP by Hewlett-Packard Company

June 2011 - (Free Research)
In this case study, discover how Bendigo Bank successfully implemented a new CRM platform with less risk and lower total cost of ownership (TCO) by leveraging quality management and testing tools to ensure consistent performance. 
(CASE STUDY) READ ABSTRACT |

Cisco IT GRC Security Assessment Service by Cisco Systems, Inc.

June 2009 - (Free Research)
Effectively addressing security threats and compliance obligations with limited resources can be challenging. This paper describes how to reduce risk and cost of security and compliance by aligning business and technology information protection strategies. 
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Level the Customer Service Playing Field with the Cloud by Genesys

March 2013 - (Free Research)
In this paper by Ovum research, discover how mid-market companies can leverage the cloud to improve customer service, and, as a result, get on a more level playing field with bigger competitors. Explore the challenges that mid-size companies face with customer service, and get recommendations for cloud adoption tailored to service organizations. 
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Realizing Asset-Centric and User-Centric Approaches to Security by RES Software

September 2009 - (Free Research)
This white paper presents an overview of both the asset-centric and the user-centric approaches to security. These approaches will be mapped towards the standard for Information Security: ISO 17799. 
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Streamlining Processes of the Solution Provider by SAP America, Inc.

August 2009 - (Free Research)
Take a look at the concept of a solution-centric business model, where companies provide a combination of products and services designed to meet specific customer needs. Explore best practices that include properly balancing products and services, and aligning activities across sales, service, and marketing. 
(WHITE PAPER) READ ABSTRACT |

Protecting CPNI - Top Four Tips for a Successful Security Program Deployment by RSA, The Security Division of EMC

December 2008 - (Free Research)
With the RSA CPNI Solution, telecommunications service providers can rest assured that they will not suffer financial or brand repercussions as a result of unauthorized disclosure of CPNI. 
(WHITE PAPER) READ ABSTRACT |

Mobility now the starting place for SAP application development by SAP America, Inc.

December 2012 - (Free Research)
The user-driven nature of mobile applications is playing a huge part in the services and technologies that SAP is offering to help its enterprise customers mobilize their operations.¬†Read this brief expert e-guide to learn how SAP's user experience-centric mobile tools and strategies will impact developers and end-users. 
(EGUIDE) READ ABSTRACT |

Taking a Business Centric Approach to Service Level Compliance by Neverfail Group Limited

February 2011 - (Free Research)
This paper discusses why it is imperative that Service Level Agreements (SLA) are defined from a business centric perspective and that the most appropriate solution is employed, to ensure that service availability can be delivered enabling compliance with the SLA. 
(WHITE PAPER) READ ABSTRACT |

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