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. 

This e-book examines the need to adopt new metrics for customer service in response to the new ways they engage customers using social media and networks. Inside, learn how to avoid the common pitfall of adding new metrics to traditional performance measurement systems. 

This comprehensive white paper explores the call center landscape, details the benefits of hosted call centers along with the risks involved in cloud-based services. 

Many IT organizations have grown dissatisfied with tape-based backups and are looking for alternatives. This white paper will discuss the factors to consider when evaluating any of these alternatives, including a framework for assessing the value to IT for each approach. 

As businesses embrace the digital revolution, they're rethinking what customers value most and creating operating models that take advantage of what’s newly possible for competitive differentiation. This report is designed to provide senior executives with analysis and insight on how fast and how far to go on the path to digital transformation. 

Health care organizations are not alone in their efforts to convert physical records to electronic files. In this two part course, hear little-known insight from John Weathington, recognized author and compliance and risk management expert. 

In this article, we describe how some key Digital Britain proposals have been implemented in the Digital Economy Act 2010. 

The ZANTAZ Digital Safe product family has become the solution of choice for leading securities firms, insurance companies and large governmental agencies. 

In 2011, Forrester Consulting conducted a study to find out how customer loyalty decision-makers define and execute customer loyalty. Read this study to find Forrester's analysis of how loyalty decision-makers currently use customer data, technology, and analytics to manage customer loyalty programs. 

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 discusses leveraging frequent engagement to help increase the number of brand advocates – loyal customers who help market, sell, recommend or even service products. Inside, discover the unique challenges and opportunities brand advocates can provide. 

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. 

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