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Integrating multiple channels to build a single view of the customer by SearchCRM

February 21, 2013 - (Free Research)
CEM is about so much more than just technology. It's also important to focus on implementing the right processes to facilitate collaboration across different departments and multiple applications. This expert resource describes proven strategies to optimize resources for CEM. 
(EGUIDE) READ ABSTRACT |

Measuring, Monitoring and Improving Customer Experience by SearchCRM

September 01, 2012 - (Free Research)
Forward-thinking organizations recognize the improving the customer experience can provide a significant competitive edge, but implementing effective customer experience management (CEM) processes can be difficult. Review this expert guide to learn 10 simple, inexpensive ways to improve the customer experience today. 
(EGUIDE) READ ABSTRACT |

SearchCRM.com E-Guide: Optimizing the customer experience with CRM by SearchCRM

May 09, 2012 - (Free Research)
This expert e-guide provides insight on customer experience management, how to build it, and why companies are no longer focusing on cloud v. on-premise for CRM solutions. 
(EGUIDE)

CRM Analytics 101: Harnessing Customer Data for Smarter Business Decisions by SearchCRM

September 17, 2013 - (Free Research)
CRM analytics involves drilling into customer data to make smarter business decisions and to offer customers more personalized service. In this expert e-guide, uncover an overview of analytics and what an organization can gain from it, steps for making the business case, the solution landscape, tips for choosing the right platform, and more. 
(EGUIDE) READ ABSTRACT |

Marketing strategies to improve customer understanding by SearchCRM

June 19, 2012 - (Free Research)
In our customer-centric market, the voice of the consumer is having a major effect on day-to-day business decisions. This expert e-guide reveals tips and advice to help readers utilize marketing strategies to best improve the customer experience and understanding. 
(EGUIDE) READ ABSTRACT |

Deepening Customer Experience: Analyzing, Optimizing and Integrating CEM by SearchCRM

October 05, 2012 - (Free Research)
Mapping out a customer experience management (CEM) transformation isn't a quick or inexpensive undertaking, but it can offer significant rewards if you are able to sift through all the options within the marketplace.  Check out this E-Guide to get tips on planning and allocating resources for CEM and comparing the latest options. 
(EGUIDE) READ ABSTRACT |

Customer Experience Exchange, Issue 7 by SearchCRM

November 13, 2012 - (Free Research)
This 3-article E-Zine offers analysis and advice for the CEM professional. In the featured article, Cameron Kittle reviews CEM technologies and shares the thoughts of industry observers who stress that a company should first know what it intends to do with its wired connection to customers. Continue on for this article and more. 
(EZINE) READ ABSTRACT |

Improve Your Customer Experience and Call Center with Mobile Applications by Genesys

June 02, 2014 - (Free Research)
Many organizations still treat mobile channels the same as traditional channels. As a result, they have yet to reap the full benefits of mobility. Ensure that doesn't happen to your company by reading this informative white paper on integrating mobile applications into your customer service and contact center operations. 
(WHITE PAPER) READ ABSTRACT |

Intelligent Self-Service and Personalization: Rethink the Customer Experience by Genesys

June 02, 2014 - (Free Research)
With the right combination of intelligent self-service and agent-assisted service, you can ensure efficiency gains, cost savings, and customer satisfaction. View this white paper to learn what it takes to implement intelligence self-service, such as integrated applications, business intelligence, business rules, and integrated channels. 
(WHITE PAPER) READ ABSTRACT |

Boosting Customer Loyalty and Bottom Line Results - Putting Customer Experience First in Your Contact Centre by Genesys

May 30, 2014 - (Free Research)
Customer experience management (CEM) is coming to the forefront as one of the best ways to differentiate your organization. This white paper explores key elements of the customer experience (CX) and how to achieve better CEM while improving operational effectiveness and driving down costs. 
(WHITE PAPER) READ ABSTRACT |

eGuide Digital Marketing: Tips For Connecting With Your Customer by LeadLife Solutions

July 26, 2013 - (Free Research)
There are many new tools that claim to enhance customer experience management (CEM) strategies, including social and mobile channels. However, such initiatives can backfire if companies employ the wrong strategies. In this e-guide, learn how to best leverage digital marketing and CEM technologies to gain a deeper understanding of your customers. 
(EGUIDE) READ ABSTRACT |

How Cloud-Based Contact Centers Improve Customer Experience by Genesys

March 31, 2013 - (Free Research)
In a recent survey, 60% of respondents said executives want to differentiate their organization based on customer experience management (CEM). In this technology adoption profile, explore current CEM trends -- including goals, strategies, and challenges -- as well as how to improve customer experience with the right contact center technologies 
(WHITE PAPER) READ ABSTRACT |

Deploying a Contact Center in the Cloud - A Guide to Best Practices by Genesys

July 31, 2012 - (Free Research)
To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient. 
(WHITE PAPER) READ ABSTRACT |

7 Ways Video Can Fuel Customer Engagement, Conversion and Acquisition by Limelight Networks, Inc.

August 26, 2013 - (Free Research)
Customer engagement, conversion and acquisition are important to the success of your company. Unfortunately, people don't always have the time to read everything you write. How can you remedy this? Learn how video can drive engagement to your business by reading this resource now. 
(WHITE PAPER) READ ABSTRACT |

Systems Of Engagement Demand New Integration Solutions — And A New IT by IBM

April 30, 2013 - (Free Research)
Today's businesses must interact with customers in more ways than ever before -- online, through mobile apps, via social media, and more. To deliver this new genre of customer engagement applications, a higher level of integration is necessary, as is a reorganization of the IT landscape in general. 
(WHITE PAPER) READ ABSTRACT |

BNP Paribas Personalizes Services Across All Channels by IBM

November 30, 2012 - (Free Research)
In this white paper, learn how BNP Paribas leveraged master data management (MDM) software to create a single data repository, so they can easily access and manage data shared across systems, resulting in more personalized offers for customers, faster time-to-market for products, increased flexibility, and much more. 
(WHITE PAPER) READ ABSTRACT |

Magic Quadrant for Master Data Management of Customer Data Solutions, Oct 2012 by IBM

October 18, 2012 - (Free Research)
In this in-depth examination, Gartner present its Magic Quadrant for MDM of customer data offerings. Continue on to examine relevant technology providers on the basis of their completeness of vision relative to the market and their ability to execute on that vision. 
(WHITE PAPER) READ ABSTRACT |

Leveraging the Power of the Peloton to Lead Change by Global Knowledge

July 19, 2013 - (Free Research)
This white paper combines the concept of the peloton with one of the most widely accepted approaches for enabling change in organizations: John P. Kotter's 8 Steps for Enabling Change. 
(WHITE PAPER) READ ABSTRACT |

Intelligent Imaging 101: Cut Costs, Enhance CRM by IBM

April 21, 2014 - (Free Research)
The following white paper explores a unique way how businesses can improve the customer experience by revamping outdated document management systems. See how with intelligent document imaging you can quickly and efficiently handle invoices, comply with customer demands, and much more. 
(WHITE PAPER) READ ABSTRACT |

Smarter Process in the age of the customer by IBM

April 30, 2013 - (Free Research)
Customers expect your operations to be instant, seamless and insightful so that each interaction is fast and effective. Access this fascinating white paper today to learn about expert solutions for improving business operations so as to effectively cater to customer interactions. 
(WHITE PAPER) READ ABSTRACT |

Improve Customer Experience through Personalization by Hewlett-Packard Company

April 29, 2014 - (Free Research)
In this white paper, discover the key to improving the customer experience, how it can be made easy, and where to start. 
(WHITE PAPER) READ ABSTRACT |

It's all about customer satisfaction by Hewlett-Packard Company

February 24, 2014 - (Free Research)
Top fashion brand Valentino was looking for innovative ways to serve their customers better. In this webcast, discover how Valentino made it drastically easier for customers to select and buy their products with fully integrated mobile applications. 
(WEBCAST)

Transform customer experiences and relationships: Three disruptive forces combine for breakthrough innovation by Hewlett-Packard Company

June 30, 2012 - (Free Research)
In this helpful resource, explore how you can leverage data management, decision support, and agile services to better manage the customer information lifecycle, improve the customer's sentiment about your organization, and turn customers into advocates. 
(WHITE PAPER) READ ABSTRACT |

How COOs are Making Their Operations More Customer-centric by IBM

October 31, 2013 - (Free Research)
This white paper dives deep into the importance of the COO becoming a true business partner in driving strategic change. See how these operations execs are differentiating their companies by providing customers with instant, seamless and insightful experiences. 
(WHITE PAPER) READ ABSTRACT |

Integrated vs. Unified: Five Reasons Why Contact Centers Must Get Unified by Aspect

August 10, 2010 - (Free Research)
This paper presents the main differences between integrated and unified contact centers, and gives five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty. 
(WHITE PAPER) READ ABSTRACT |

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