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Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc..
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Big data and analytics for a holistic customer journey by IBM

August 31, 2013 - (Free Research)
In the modern business world, customer experience is everything. To re-align your customer-engagement initiatives around this new reality, you will need a clear roadmap for where to start and how to proceed. Access this white paper today for discussion and case studies on how you can use big data analytics to enhance experience. 
(WHITE PAPER) READ ABSTRACT |

Customer Success Story Video: Rackspace by Brocade

February 12, 2014 - (Free Research)
This video shows how Rackspace leveraged Brocade Gen 5 Fibre channel to increase their SAN capacity and deliver consistent performance to customers despite increased demands. 
(VIDEO) READ ABSTRACT |

The Journey to Smarter Commerce: Your customer in context by IBM

April 30, 2013 - (Free Research)
Two of the biggest trends in commerce -- big data and more empowered customers -- are creating huge challenges for modern businesses. However, equally huge opportunities exist if you can successfully leverage big data to create a comprehensive, single view of the customer, resulting in optimum customer experiences. 
(WHITE PAPER) READ ABSTRACT |

2013 Trends to Watch: Customer Experience and Interaction by Oracle Corporation

October 31, 2012 - (Free Research)
This report looks at some of the important changes in the customer experience and interaction market, detailing how technologies are evolving to meet new consumer demands, and provides recommendations for both enterprises and vendors. 
(WHITE PAPER) READ ABSTRACT |

Channel Edge Reseller Program by Webroot

August 30, 2013 - (Free Research)
This brief white paper explains why VARs, system integrators, and IT solution providers should sell and support an endpoint security solution from Webroot in order to provide customers with the best security possible. 
(WHITE PAPER) READ ABSTRACT |

A Mobile Customer Service Strategy: Research Report and Best Practices Guide by Aspect

December 31, 2013 - (Free Research)
Contact center professionals are quickly realizing that they must support customers via mobile devices -- but implementing that mobile support isn't always easy for organizations. In this report, get the info you need to create and implement a successful mobile customer service strategy. 
(WHITE PAPER) READ ABSTRACT |

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. 
(EBOOK) READ ABSTRACT |

Handbook: The Dos and Don’ts of Social Media Analytics by SearchBusinessAnalytics

December 21, 2012 - (Free Research)
Read this handbook for advice on developing a social media analytics strategy, maintaining a clear business purpose for the program, and dealing with obstacles along the way. 
(EBOOK) READ ABSTRACT |

CRM Data Analytics Features by Indicee

March 27, 2014 - (Free Research)
This expert eGuide discusses how today's CRM data analytics capabilities go beyond the data points collected concerning the number of email messages sent to customers and the number of calls and quotes. 
(EGUIDE) READ ABSTRACT |

Seven Ways to Make the First Mile of Business Smarter by Kofax, Inc.

December 31, 2013 - (Free Research)
Explore this game-changing white paper to uncover the seven ways to make the first mile of business interactions smarter. 
(WHITE PAPER) READ ABSTRACT |

Customer analytics pay off: Driving top-line growth by bringing science to the art of marketing by IBM

April 07, 2014 - (Free Research)
The following white paper explores what it takes to make and deploy an effective customer analytics strategy. Uncover the 4 stages of organizations capabilities required for customer analytics as well as the corresponding strategies for each quadrant. Read on to learn more. 
(WHITE PAPER) READ ABSTRACT |

Innovating in the Contact Center: Why Settle for Good When You Can Be Better? by Calabrio, Inc.

December 31, 2013 - (Free Research)
In this white paper, discover how to optimize your contact center processes with the help of new interaction channels such as social media, and make the most of interaction data to learn more about your customers and your company. 
(WHITE PAPER) READ ABSTRACT |

Meeting Customers Where They Are With Dynamic, Real-Time Mobile Engagement by Kofax, Inc.

January 31, 2014 - (Free Research)
This paper explores the value of a mobile engagement platform that meets customers where they are with comprehensive, real-time mobile capabilities. 
(WHITE PAPER) READ ABSTRACT |

Vendor Insight Customer analytics profile: IBM by IBM

April 04, 2014 - (Free Research)
Consult the following Premium Advisory Report to explore the analytic capabilities of one of the leading vendors in the market. Learn what distinguishes smarter analytics and how this company can deliver the analytic need for any organization on any front. Read on to learn more. 
(WHITE PAPER) READ ABSTRACT |

A Frost & Sullivan White Paper: Beyond BPM-Enterprise Workload Management Reduces Costs and Improves Customer Service by Genesys

August 22, 2013 - (Free Research)
To meet the increasing demands of customers in today's fast-paced marketplace, you need a way to effectively assign work and monitor completion. Download this resource to get a more in-depth look at the shortcomings of traditional customer service processes, and learn how enterprise workload management can help you overcome these issues. 
(WHITE PAPER) READ ABSTRACT |

CIO Thought Leadership: The Sum of all brands by ComputerWeekly.com

March 18, 2014 - (Free Research)
This article by Ade McCormack looks at the impact customer-centricity has on organisations. 
(ESSENTIAL GUIDE) READ ABSTRACT |

The Future of Work: Organizations are Changing How Work is Managed to Meet the Needs of Today's Customers by Genesys

January 31, 2013 - (Free Research)
To keep up with increasing customer demands for service delivery, organizations are rethinking the way they interact with customers and how they accomplish work in the enterprise. Smart organizations are looking into workload management systems improve service efficiency and satisfy more customers. 
(WHITE PAPER) READ ABSTRACT |

Frost and Sullivan Best Practices Research: 2013 Global Workload Management Technology Innovation Award by Genesys

August 14, 2013 - (Free Research)
Managing each customer service agent's workload has become a priority for customer-focused companies, as more customers and more channels of communication are common. In this resource, explore how successful workload management can help your service organization address the challenges of modern customer relationship management (CRM). 
(WHITE PAPER) READ ABSTRACT |

Five Ways to Differentiate Your Customer Service Offering Using the Cloud by Genesys

March 31, 2012 - (Free Research)
Implementing new technologies to enable multi-channel customer service isn't always easy, especially for mid-size organizations that are trying to balance costs with customer personalization. Access this white paper to learn why a cloud-based contact center could be the answer for better service at a lower cost. 
(WHITE PAPER) READ ABSTRACT |

How the Cloud Levels the Customer Service Playing Field by Genesys

March 31, 2013 - (Free Research)
In this paper by Ovum research, discover how mid-market companies can leverage the cloud to improve customer service, and, as a result, get on a more level playing field with bigger competitors. Explore the challenges that mid-size companies face with customer service, and get recommendations for cloud adoption tailored to service organizations. 
(WHITE PAPER) READ ABSTRACT |

Seven Blueprints for Contact Center Modernization by Genesys

March 13, 2014 - (Free Research)
Businesses are quickly realizing the value of customer experience and modernizing the contact center in order to improve customer retention and satisfaction. Contact center modernization involves transitioning from a closed, proprietary call center to a multi-channel, IP-centric contact center. 
(WHITE PAPER) READ ABSTRACT |

Comparing the total Cost of ownership of TDM and SIP Contact Centers by Genesys

November 30, 2012 - (Free Research)
This resource compares the total cost of ownership of traditional Time Division Multiplex (TDM) and Session Initiation Protocol (SIP) contact centers. Read on to learn how the right contact center infrastructure can lead the way for success. 
(WHITE PAPER) READ ABSTRACT |

TDWI Best Practices Report - Customer Analytics in the Age of Social Media by IBM

December 31, 2012 - (Free Research)
This TDWI Best Practices Report examines organizations' current practices and future plans for customer analytics technology strategies, with a special focus on how organizations are adapting to challenges- and potential- of social media. 
(WHITE PAPER) READ ABSTRACT |

Social Intelligence Approaches to Support Four Core Customer Scenarios by Hewlett-Packard Company

April 03, 2013 - (Free Research)
This paper outlines some of the best methods for deploying social intelligence to support your CRM strategies. Read this and learn how the right social intelligence can help you win new customers, retain existing customers, reduce the cost of customer management and more. Also, discover specific use cases of social intelligence. 
(WHITE PAPER) READ ABSTRACT |

Customer Analytics for Dummies by IBM

August 29, 2013 - (Free Research)
Customer analytics can help you distinguish your business from the competition. With the power of predictive analytics, capturing and aligning disparate data, you can put the power of your data into action. View this resource to get more information on the concepts for getting started with customer analytics. 
(WHITE PAPER) READ ABSTRACT |

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