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General Guidelines for Building Effective Service Catalogs by Global Knowledge
December 06, 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.
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CRM Buyer’s Guide – 2011 Edition by SearchCRM
June 02, 2011 - (Free Research)
Welcome to SearchCRM.com’s Buyer’s Guide. This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.
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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.
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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%.
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Who Are My Best Customers? by SPSS Inc. Worldwide Headquarters
February 20, 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.
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Mobile apps reach the busy customer by SearchCRM
March 19, 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.
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Using Social Media to Win Over Customers by SearchCRM
March 12, 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.
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Turning Customer Interactions into Money: Using Predictive Analytics to Achieve Stellar ROI by SPSS Inc. Worldwide Headquarters
December 31, 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.
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Customer Experience Exchange E-Zine: Taking a swing at social CRM by SearchCRM
May 16, 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.
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Let Customer Feedback Do the Driving by SPSS Inc. Worldwide Headquarters
May 31, 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.
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Increasing Competitiveness and Reducing Costs in Today's Economy by Microsoft Corporation India Pvt Ltd
November 24, 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.
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ITIL: The building blocks of an ITSM strategy by FrontRange Solutions Inc.
January 06, 2012 - (Free Research)
Services are the building blocks of an ITSM strategy, but how does an enterprise begin to pick and choose the "right" services to manage or develop? Inside this e-guide, get the answer to this question and more. Gain expert insight into utilizing ITIL for continuous improvement in asset management, ITSM, and help desk operations.
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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.
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DCM and analytics: Guidelines for linking the two for maximum impact by IBM
November 2011 - (Free Research)
Many organizations are taking their dynamic case management (DCM) efforts to the next level by applying analytics technology. In this Tip Guide, readers will learn where the combination is likely to work best, where business process management (BPM) fits into the picture, and how to avoid pitfalls and problems in implementation.
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Whitepaper: Dell Storage Selection Guidelines for Oracle Databases by Dell, Inc.
May 2011 - (Free Research)
Dell strives to simplify IT in order to reduce complexity in data centers and has a broad storage product portfolio to meet database customers' needs. These storage selection guidelines will help administrators choose an appropriate storage technology based on their requirements.
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VMware View 4.5 on FlexPod for VMware Design Guide by VMware, Inc.
November 2011 - (Free Research)
This white paper offers the results of a study done that evaluated the scalability of VMware® View 4.5™ on FlexPod™, a bundling of Cisco® Unified Computing System™ B-series blade servers connected to the NetApp® FAS Storage array. In addition, this resource reveals best practices for designing and sizing large-scale customer deployments.
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3-2-1 Contact the Call Center by SearchCRM
January 2013 - (Free Research)
Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat.
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SearchSystemsChannel.com eGuide: Server Migration for the Midmarket by IBM
August 2011 - (Free Research)
Server migration can be a daunting process for your customers, especially if they do not have a solid plan in place before they begin. This expert e-guide offers best practices to help your clients embark on their server migration projects and ensure a smooth transition.
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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.
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