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Managing the customer experience across channels -- a manager's guide by Oracle Corporation
May 06, 2011 - (Free Research)
This eBook explores optimizing and analyzing data collected from each channel and how to apply the findings to a customer experience management (CEM) strategy. 
(WHITE PAPER) READ ABSTRACT |

Customer Experience Exchange E-Zine Issue 2 by SearchCRM
January 31, 2012 - (Free Research)
This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies. 
(EZINE) READ ABSTRACT |

Interactive Guide to Customer Experience Management by Tealeaf
January 24, 2011 - (Free Research)
In this e-book, you'll hear directly from real-world customer experience management practitioners, who share some of the steps you can take today to develop an online customer experience competency. Learn how to take a disciplined approach to understanding how customers interact with your business online and removing the obstacles to their success. 
(INFORMATION CENTER) READ ABSTRACT |

Customer Experience Management Best Practices For Retail: Five Ways to Increase Conversion and Adoption Rates by Tealeaf
September 28, 2011 - (Free Research)
In today's economy, no online retailer can afford to postpone investing in the online customer experience. Retailers need to take immediate steps to ensure they understand the experience of their customers who are transacting online. Read this white paper to learn the retail customer experience management best practices. 
(WHITE PAPER) READ ABSTRACT |

Navigating the path to satisfying online customer experience by Tealeaf
November 23, 2011 - (Free Research)
Read this exclusive e-guide to get an executive-level, 360-degree view on which CRM approaches are best for different business scenarios -- from winning strategies for mobile users to social CRM tools to best practices for multi-channel customer experiences. 
(EGUIDE) READ ABSTRACT |

Customer Experience Management Best Practices For Travel and Hospitality: Five Ways to Increase Conversion and Adoption Rates by Tealeaf
September 27, 2011 - (Free Research)
In this white paper, we go over five best practices based on working with some of the world's leading travel and hospitality companies to help them take a more systematic, quantifiable approach to improving their online customer experience and, in turn, increase revenue. 
(WHITE PAPER) READ ABSTRACT |

Customer Experience Management Best Practices For Insurance: Five Ways to Increase Conversion and Adoption Rates by Tealeaf
September 27, 2011 - (Free Research)
To jump-start your customer experience efforts, Tealeaf, the leader in online Customer Experience Management (CEM) software, recommends in this white paper five best practices that you can implement today to establish an online customer experience competency within your organization. Continue reading to learn more. 
(WHITE PAPER) READ ABSTRACT |

Recover lost online revenue with customer experience management by Tealeaf
November 04, 2010 - (Free Research)
In this white paper, we’ll describe the two main techniques companies utilize to incorporate customer recovery into their overall Customer Experience Management strategy—namely, Immediate Issue Resolution & Follow‐up and Real‐time Customer Recovery. 
(WHITE PAPER) READ ABSTRACT |

Gain competitive advantage by using Customer Experience Management Solutions to extend brand value by Tealeaf
December 22, 2011 - (Free Research)
In this podcast, industry expert Rebecca Wettemann discusses how companies can balance customer experiences and brand promotion without creating conflict. 
(PODCAST) READ ABSTRACT |

Customer Experience Exchange E-Zine: Bridging the Customer Experience Chasm by Tealeaf
November 29, 2011 - (Free Research)
With rapidly changing demands, customer experience management (CEM) can be a tricky craft within your organization's processes. Customer Experience Exchange is a brand new bi-monthly e-zine focused on CEM tips, best practices and techniques. Check out the first ever issue now, exclusively here. 
(EZINE) READ ABSTRACT |

Operationalizing Online Customer Experience by Tealeaf
September 28, 2011 - (Free Research)
This webinar details the strategic value of operationalizing a customer experience effort across your business. What's more, to give you a head start, Eric T. Peterson will outline Web Analytics Demystified's six step process for operationalizing customer experience management within your own organization. 
(WEBCAST) READ ABSTRACT |

5 ways to increase online self-service adoption for financial services by Tealeaf
September 27, 2011 - (Free Research)
Financial institutions need to take immediate steps to ensure they understand the experience of their customers who are transacting online. In this white paper learn how to implement an effective customer experience management (CEM) to help build customer loyalty, revenue, cost savings, and more. 
(WHITE PAPER) READ ABSTRACT |

Stop losing revenue from poor online customer experiences by Tealeaf
August 01, 2011 - (Free Research)
24% of annual online revenue is lost globally due to poor online customer experience. This report will underscore the importance of online customer experience management, or CEM, which is about taking a disciplined approach to understanding how customers interact with your business online and removing the obstacles to their success. 
(WHITE PAPER) READ ABSTRACT |

Enhancing the Customer Experience with Loyalty Management by SAP America, Inc.
April 27, 2009 - (Free Research)
By implementing loyalty programs that are integrated across sales, service, and marketing - across all channels of interaction - a firm can greatly enhance the customer experience, increase customer retention, and foster development of a community of people who serve as advocates for the business. 
(WHITE PAPER) READ ABSTRACT |

Bloomberg BusinessWeek - How To Achieve a Great and Profitable Customer Experience by SAP America, Inc.
March 23, 2011 - (Free Research)
Read this first of four reports based on a global survey of executives on customer experience management, as well as interviews of SAP customers and industry influencers and analysts. (Bloomberg Businessweek Research Services, 2011) 
(WHITE PAPER) READ ABSTRACT |

Removing Struggle from Online Shopping: Findings from Econsultancy's Customer Experience Survey by Tealeaf
November 02, 2011 - (Free Research)
This is a white paper compiled of survey findings on understanding a business' online customer experience. 
(WHITE PAPER) READ ABSTRACT |

Strategy update: Using Customer Experience Management solutions to ensure single view of the customer and improve service by Tealeaf
January 09, 2012 - (Free Research)
In this podcast, get an executive-level overview of CEM methodologies and solutions that companies use to gather this data into a single location, allowing agents to serve customers faster and more accurately. 
(PODCAST) READ ABSTRACT |

Use effective call centers to build customer loyalty by Infor CRM
February 08, 2012 - (Free Research)
This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty. 
(EGUIDE) READ ABSTRACT |

The Customer Experience Edge by SAP America, Inc.
July 25, 2011 - (Free Research)
Getting the right mix of quality service, engagement and communication is difficult, and it's not uncommon for an organization's customer service score to fall short of the experience they believe they are providing. This e-book preview excerpt delves into the finer details of providing a quality customer experience. 
(EBOOK) READ ABSTRACT |

What's your Customer Experience Advantage? by SAP America, Inc.
March 23, 2011 - (Free Research)
SAP Insider Article covering new SAP CRM innovations which help companies empower their employees, substantially improve the customer experience, and thereby achieve a competitive advantage. 
(WHITE PAPER) READ ABSTRACT |

Walk Before You Run: Incorporating Social Channels Into Your CRM Strategy by SugarCRM Inc.
November 08, 2010 - (Free Research)
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. 
(WHITE PAPER) READ ABSTRACT |

Building a Strong Customer Experience by Infor CRM
January 05, 2012 - (Free Research)
Read this e-guide from SearchCRM.com to learn how American Express and Yahoo tackle customer service with their own twists, how to communicate through multiple channels and ways to craft a single customer view through CEM technology. 
(EGUIDE) READ ABSTRACT |

Netflights.com uses Tealeaf in the call center  to help generate 20% of all revenue by Tealeaf
November 04, 2010 - (Free Research)
To better differentiate in a highly competitive environment, Netflights.com decided that improving customer experience for its website, needed to be a key strategic initiative. This paper describes how Netflights.com leveraged Tealeaf for unprecedented visibility into their online channel, dramatically improving customer service and as a result. 
(CASE STUDY) READ ABSTRACT |

Webcast: Connecting Customer Experience Management to Increased Revenue by Ektron, Inc.
January 09, 2012 - (Free Research)
Join us for an exclusive webcast and hear from Forrester Research about how you can prepare to drive key business outcomes through your digital marketing efforts. 
(WEBCAST) READ ABSTRACT |

Tread carefully with social media-based customer loyalty programs by Infor CRM
February 07, 2012 - (Free Research)
Read this tip guide now to learn expert tips for interacting with your customers through Web 2.0. 
(EGUIDE) READ ABSTRACT |

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