This white paper discusses the ways in which organizations are striving to maintain excellent customer service for all types of clients while at the same time controlling support costs. Read this white paper to learn more. 

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. 

To minimize downtime caused by technical failures and end-user problems, organizations can implement rapid resolution processes. Access this white paper to learn how you can leverage live chat to significantly improve customer support efficiency. 

Access this whitepaper to learn more about the changing landscape for mobile devices and platforms, and how remote support can help improve customer service. 

Social Media is rapidly emerging as the next big frontier for customer engagement and interactions. This is projected to grow exponentially over the next 5-6 years as the usage and number of active users of Social Media sites and forums continues to grow. 

This paper examines the key communications challenges faced by organizations today and how web collaboration is delivering the right tools to help organizations meet their growth objectives. 

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. 

After implementing Foglight, a major telecommunications company gained the ability to monitor and control its entire IT applications infrastructure in greater depth avoiding downtime and extra support staff, while boosting efficiencies of business-critical applications and staff productivity. 

Download your free trial of a software that tackles the issues of delivering efficient, effective IT support to employees – remote or onsite – and customers using disparate computing platforms and mobile devices. 

If you are unfamiliar with proactive chat or already have proactive chat software and want to learn how to make the most of it, then check out this white paper to gain a strong understanding. 

This white paper provides an overview of the results of a Forrester Consulting survey on the total economic impact and potential return on investment of deploying click to call and click to chat solutions. Continue reading to learn about the evaluation methods, results and more. 

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. 

Consider how SAP can help you improve customer relationship management. Build a synergistic ecosystem with employees, customers, and partners to deliver customer value – where customer demand drives the supply chain and customer insight inspires innovation. Quickly respond to sustain competitive advantage and profitability.