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. 

Read this brief article to discover how this growing retail chain of "island fashion" utilizes their loyal customers and their information to keep their business going through the recession and beyond. 

Read this e-guide from our editorial team to learn five key steps to successful web content management (WCM) strategies and how to select a WCM system. 

Now that online shopping is a mainstream actitivity, the competition to win the e-commerce customer has never been fiercer. Today, the challenge is no longer getting customers to shop online but getting the existing base of online shoppers to spend more and exhibit brand loyalty. Learn how to win the battle of the brands in today's white paper. 

The inaugural issue of BI Trends & Strategies offers sound advice to help you in ensuring your organization is on track to keep up with the rapidly changing landscape of BI and analytics. In this issue, readers will learn about a big data definition and the impact it will have on BI and data warehousing, agile development methodology and more. 

This report from Deloitte argues businesses are again investing in IT to provide the differentiation and innovation critical from their competitors despite the downturn. 

Competition has never been so strong and retail organisations are finding they cannot afford to stand still. 

This tip e-guide from SearchCRM.com features insight from Gartner's 2011 Magic Quadrant for social customer relationship management (CRM). Read this now to learn what challenges are cropping up in CRM, how social media is affecting CRM strategies and what the future of social CRM looks like. 

This report, the second in a series of studies looking at the impact emerging online applications have on B2B technology marketing, finds that blogs and Real Simple Syndication (RSS) are catching on more quickly than previously thought. 

This perspective paper covers the forces that are driving the m-commerce market, the benefits available, and the kinds of business models and partnerships that are seeking to achieve that credible scale over time. 

Read this tip guide now to learn how to go about making the first move with your customers in Web 2.0 and what are the best tactics for engaging and retaining customers. 

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.