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 •   Customer Service (General)
 •   Customer Experience Management (CEM)
 •   Customer Relationship Management (CRM)
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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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Courier Company Uses Blackberry Solution to Help Reduce Operational Costs and Improve Customer Service by BlackBerry

February 26, 2009 - (Free Research)
In order to monitor and manage a workforce of independent drivers, the BlackBerry® Enterprise Solution was matched with Air-Trak, a solution that allows companies to track deliveries and receive almost instant updates on driver locations. Read on to discover how this improved operations for a mid-size courier company. 
(CASE STUDY) 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 |

Mobility Enables True Unified Communications by NEC Corporation

August 03, 2009 - (Free Research)
Read this white paper to learn how deploying unified communications (UC) in conjunction with a mobility solution can increase employee productivity and improve customer service by enabling workers and groups to more easily collaborate from disparate locations. 
(WHITE PAPER) READ ABSTRACT |

Improving Customer Satisfaction through More Effective ICT Strategies by Alcatel-Lucent

January 2008 - (Free Research)
Companies that want to maintain a competitive edge, both now and in the future, are realizing that reactive customer interaction services must be replaced by a more proactive approach that recognizes the growing user-centricity of consumer ... 
(ARTICLE) READ ABSTRACT |

Improve the Efficiency and Productivity of Healthcare Workers--with NetMotion Wireless' Award-winning Mobile VPN Software, Mobility XE by NetMotion Wireless

June 2008 - (Free Research)
Mobility XE has proved to be a vital component acting as the fulcrum in maintaining the wireless connection, and giving clinicians access to their applications. 
(WHITE PAPER) READ ABSTRACT |

Measuring, Monitoring and Improving Customer Experience by SearchCRM

September 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 |

Enable Your Workforce with True Anytime, Anywhere Connectivity by Dell, Inc. and Intel®

December 2008 - (Free Research)
In August 2008, Qualcomm commissioned Forrester Consulting to evaluate the benefits that North American businesses have experienced as a result of providing notebook users with mobile broadband connectivity. In this paper you'll hear what IT and telecom/network decision-makers had to say. 
(ANALYST REPORT) READ ABSTRACT |

Andorra Telecom Increases Operational Efficiency and Improve Customer Satisfaction with Vitria’s Operational Intelligence and Exception Management Solutions by Vitria Technology, Inc.

August 2011 - (Free Research)
Check out this comprehensive case study to see how Vitria's Operational Intelligence and Exception Management Solutions helped Andorra Telecom increase their enterprise's customer service and operations. 
(CASE STUDY) READ ABSTRACT |

SAPinsider article - Meet the needs of the "Mobile Anywhere" generation by Hewlett-Packard Company

March 2012 - (Free Research)
How do you get started on a mobility project? Access this helpful resource to learn how mobile application services for SAP enable you to easily simplify your applications, extend them where necessary, and build new apps with preconfigured development and security frameworks. 
(WHITE PAPER) READ ABSTRACT |

Mobile BI: Actionable Intelligence for the Agile Enterprise by SAS

June 2011 - (Free Research)
This report describes how mobile devices can drive better BI. Find out how top performing companies have made mobile devices the primary platform for BI deployments. 
(WHITE PAPER) READ ABSTRACT |

Aviva Aims to Double Business Volume and Improve Customer Service with FICO Blaze Advisor System by FICO

March 2011 - (Free Research)
This case study examines Aviva's adoption of the FICO Blade Advisor business rules management system; allowing them to double business volume, acquire 50% more customers, keep costs flat, and improve the quality of complex customer interactions. 
(CASE STUDY) READ ABSTRACT |

Field Service Mobility Best Practices by NetMotion Wireless

June 2011 - (Free Research)
Delivering applications and data to mobile workers is a key initiative among modern organizations. Mobile field initiatives offer tangible benefits, such as improved customer service and productivity.  Learn how a virtual private network (VPN) helps achieve a seamless deployment while providing reliable network connections for mobile workers. 
(WHITE PAPER) READ ABSTRACT |

Using Case Management to Empower Employees and transform Customer Service by Kofax, Inc.

August 2012 - (Free Research)
This white paper demonstrates how empowering your employees can lead to significantly improved customer service. Learn how dynamic case management applications can assist in delivering employee empowerment and transform the customer experience. 
(WHITE PAPER) READ ABSTRACT |

Bell Rings in Improved Customer Address Information by DataFlux Corporation

February 2011 - (Free Research)
Canada's largest communications company used Modern Analytics and DataFlux technology to de-duplicate records and gain an accurate view of domestic dwellings. 
(CASE STUDY) READ ABSTRACT |

BLS Telecom Improves Customer Support Management with Sugar Professional by SugarCRM Inc.

November 2010 - (Free Research)
This case study discusses how in order to fight delayed resolutions of customer support issues, inefficient workflow management and decentralized data, BLS Telecom switched to Sugar Professional. Continue reading to learn how, with Sugar Professional, BLS telecom improved customer support management. 
(CASE STUDY) READ ABSTRACT |

Mobility Enables True Unified Communications by NEC Corporation

August 2009 - (Free Research)
Deploying unified communications (UC) in conjunction with a mobility solution can increase employee productivity and improve customer service by enabling workers and groups to more easily collaborate from disparate locations. Read this white paper to learn how UC can lead to improved productivity. 
(WHITE PAPER) READ ABSTRACT |

Measuring and Improving Customer Satisfaction in the Insurance Industry by MarketTools, Inc.

November 2009 - (Free Research)
Learn how leading insurers use MarketTools® CustomerSat™ to gather and analyze feedback from customers to increase customer satisfaction, retain customers, and add to the bottom line. 
(ANALYST BRIEF) READ ABSTRACT |

Closing the Customer Feedback Loop - Improving Customer Loyalty with Action Management by MarketTools, Inc.

January 2011 - (Free Research)
Listening to customers today is a given. This Webinar will explain how companies can improve the customer experience, build loyalty, and deliver real business impact by acting on customer feedback. Attendees will also learn why it’s imperative to take action on the voice of the customer, the benefits of doing so, and the mechanisms that support it. 
(WEBCAST) READ ABSTRACT |

Verity Credit Union Streamlines Application Access, Reduces Helpdesk Costs and Improves Customer Service by Imprivata

February 2010 - (Free Research)
This case study shares one credit union's experience with an authentication solution that helped it efficiently manage user access across all applications without hindering productivity or adding costs. 
(WHITE PAPER) READ ABSTRACT |

Automotive Repair Shop Increases Productivity and Improves Customer Service by Cisco Systems, Inc.

June 2008 - (Free Research)
In this case study, read how Seyfer Automotive implemented a new communications system freed up 30 minutes daily for the service manager, resulting in one to two additional daily repair jobs worth US$200 to $US400. 
(VIDEOCAST)

SearchBusinessAnalytics.com eGuide: Leveraging predictive analytics for improved customer understanding by IBM

September 2011 - (Free Research)
In this e-guide you'll learn how two top airlines implemented and leveraged predictive analytics to analyze customer feedback and increase satisfaction. 
(EGUIDE) READ ABSTRACT |

Accelerate Business Through a Cost-efficient Virtual Workforce: Citrix Transforms IT into an On-Demand Service for Virtual Workers by Citrix

May 2009 - (Free Research)
This white paper defines a virtual workforce, describes the challenges and requirements that organisations face when supporting a virtual workforce, and explains how Citrix solutions can address these requirements and scale accordingly to foster and support future growth. 
(WHITE PAPER) READ ABSTRACT |

The Top 9 Ways to Improve Customer Loyalty and Engagement by Allegiance

January 2008 - (Free Research)
Customer loyalty is a critical way to retain more of your customers and grow your business faster. Explore these nine principles to foster a culture of greater loyalty and engagement and you will see immediate profits. 
(WHITE PAPER) READ ABSTRACT |

Oracle PeopleSoft CRM Integration into the Contact Center by AMC Technology

May 2008 - (Free Research)
This technical integration brief explains how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC. 
(WHITE PAPER) READ ABSTRACT |

Use effective call centers to build customer loyalty by Infor CRM

February 2012 - (Free Research)
This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty. 
(EGUIDE) READ ABSTRACT |

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