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..

Customer Experience Exchange E-Zine: Issue 3 by SearchCRM March 20, 2012 - (Free Research) 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%.  (EZINE)

Business Intelligence Services and Solutions by Accenture Accenture brings together a deep understanding of the business and technology dimensions of an organization to harness information to improve decision-making, financial management, regulatory compliance and customer service.  (SOFTWARE PRODUCT)

Winning the Customer Service Battle... In the Cloud by Siemens Enterprise Communications April 04, 2013 - (Free Research) Poor customer service is a costly business practice. The time to differentiate your customer service strategy is now – and the cloud can help. View now to learn about cloud contact centers and how they can benefit your business.  (WHITE PAPER) READ ABSTRACT |

Seven Contact Center Trends You Can't Ignore by Siemens Enterprise Communications January 31, 2013 - (Free Research) For customer service contact centers, it's critical to stay on top of the latest in technology and practices in order to provide your customers with the experience they expect. Check our this easy to read resource to discover 7 trends in contact center strategy, so that you can prepare your organization for what's to come  (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)

Voice Architectures and Deployment Models by Global Knowledge December 2008 - (Free Research) Telephony design requires a solid understanding of the drivers for Voice over IP, corporate policies for infrastructure design, and telephone components.  (WHITE PAPER) 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 |

Avaya Aura Contact Center Scripting Demystified by Global Knowledge May 2011 - (Free Research) Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice.  This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code.  (WHITE PAPER) READ ABSTRACT |

Making the most of customer data: CRM analytics by SearchCRM April 2013 - (Free Research) View this white paper to unlock the power behind CRM analytics. It explains how you can develop a view of the customer by analyzing social media data. Find out how to make the most of tweets and Facebook postings by reading this resource now.  (WHITE PAPER) READ ABSTRACT |

Delivering a Superior Customer Experience by Avaya April 2012 - (Free Research) Research shows that 90% of customer service decision-makers believe delivering quality service is paramount to success. But with tight budgets, businesses today need cost-effective ways of achieving higher service levels. Read on to learn how collaboration in your contact center can keep costs low while increasing service levels.  (WHITE PAPER) READ ABSTRACT |

Mobile apps reach the busy customer by SearchCRM March 2013 - (Free Research) In this expert e-zine, discover two key areas of app development in today's mobile climate: delivering quality mobile customer service, and uniting front-end and back-end functionality. Also included is a case study of a mobile app that delivered user-oriented, ultra-simple service with outstanding results.  (EZINE) READ ABSTRACT |

CRM in Financial Services: Best practices, trends and strategy for the new economy by Pivotal CRM, a CDC Software solution November 2010 - (Free Research) Find out how financial services companies are leveraging CRM technology and best practices to improve service and operational efficiency. Read this e-book to learn more.  (EBOOK) READ ABSTRACT |

Using Social Media to Win Over Customers by SearchCRM March 2013 - (Free Research) While many businesses are eager to join their customers at the social media party, doing so without the proper internal processes in place could spell disaster. In this brief expert e-book, you can learn how to create a successful social CRM initiative (and valuable customer relations) through implementing the right processes and technologies.  (EBOOK) READ ABSTRACT |

How to Profit in a Downturn: 4 Customer-centric Strategies for Growth in a Challenging Market by Pivotal CRM, a CDC Software solution February 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.  (WHITE PAPER) READ ABSTRACT |

Enable Your Workforce with True Anytime, Anywhere Connectivity by Dell, Inc. and Intel® December 2008 - (Free Research) In August 2008, Qualcomm commissioned Forrester Consulting to evaluate the benefits that North American businesses have experienced as a result of providing notebook users with mobile broadband connectivity. In this paper you'll hear what IT and telecom/network decision-makers had to say.  (ANALYST REPORT) READ ABSTRACT |

Turning Customer Interactions into Money: Using Predictive Analytics to Achieve Stellar ROI by SPSS Inc. Worldwide Headquarters December 2008 - (Free Research) This whitepaper makes the case for using predictive analytics as a catalyst for a company's growth. It includes best practices from several global companies including: Cablecom, Royal & Sun Alliance, and T. Rowe Price. Ultimately, it is about maximizing the level of understanding that can be achieved with customer data.  (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)

General Guidelines for Building Effective Service Catalogs by Global Knowledge December 2011 - (Free Research) In this white paper, find out how to realize the benefits of service catalogs by following ITIL guidelines and tips from organizations that have successfully implemented service catalogs.  (WHITE PAPER) READ ABSTRACT |

Rethinking WCM to Engage and Retain Customers by SearchSoftwareQuality.com May 2013 - (Free Research) View this white paper to learn more about how businesses are altering their web content management (WCM) strategy. Companies are working to manage the customer experience with a more interactive approach. The connection between WCM and customer experience management (CEM) makes it easy for customers to find what they need.  (WHITE PAPER) READ ABSTRACT |

Let Customer Feedback Do the Driving by SPSS Inc. Worldwide Headquarters May 2007 - (Free Research) As the second installment in The Customer Innovation Series, this paper describes why and how Enterprise Feedback Management (EFM) is a critical component in solving the problem of enhancing customer-driven innovation.  (WHITE PAPER) READ ABSTRACT |

Increasing Competitiveness and Reducing Costs in Today's Economy by Microsoft Corporation India Pvt Ltd November 2009 - (Free Research) This paper outlines the Microsoft Business Productivity Online Suite, illustrates its relevance to small and midsized business customers, and provides the resources to help you evaluate how your business might benefit from the service.  (WHITE PAPER) READ ABSTRACT |

Staying connected: Don't let faulty mobile applications lose customers by SearchCRM May 2013 - (Free Research) Mobile applications are quickly becoming the most common way customers interact with businesses, and can often make or break a customer's experience. In this expert e-book, explore what customers expect from mobile applications and discover the technologies and practices you'll need to create useful, engaging mobile apps.  (EBOOK) READ ABSTRACT |

Multi-channel Marketing Hits the Wall by Neolane Inc. October 2008 - (Free Research) This paper provides an easier and more flexible way to manage cross-channel marketing initiatives without costly investments in multiple technologies and service providers.  (WHITE PAPER)

Using enterprise architecture to develop a blueprint for improving your energy efficiency and reducing your carbon footprint by IBM December 2008 - (Free Research) This whitepaper is about enterprise architecture as it pertains to finding and maximizing the business value in greener operations. Higher energy efficiency and a smaller carbon footprint are obvious areas of interest for any business, but how do you balance these goals with productivity, customer service, and all your other business concerns?  (WHITE PAPER) READ ABSTRACT |

Unified Communication Manager - Class of Service by Global Knowledge February 2013 - (Free Research) This whitepaper unveils how Class of Service within Cisco's Unified Communication Manager can help you control which phone numbers can be called by particular devices. View now to learn how this simple, flexible solution can be effective in numerous situations.  (WHITE PAPER) READ ABSTRACT |

We are always striving to improve our customer experience. Please notify us if there is a company missing that you feel should be in our directory.