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Differentiation through Service Excellence Driving Customer Loyalty and Service Profitability by SAP AG September 17, 2008 - (Free Research) The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction.  (WHITE PAPER) READ ABSTRACT |

The Top Three Myths of Knowledge Management for Customer Service by IntelliResponse November 18, 2009 - (Free Research) Read this knowledge series paper for the top three myths of knowledge management as they relate to customer service.  (WHITE PAPER) READ ABSTRACT |

Still Struggling to Reduce Call Center Costs without Losing Customers? by SAP AG February 01, 2008 - (Free Research) Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset.  (WHITE PAPER) READ ABSTRACT |

Web Self-Service: The Cornerstone of Multi-Channel Customer Experience Management by IntelliResponse October 14, 2009 - (Free Research) In today’s highly competitive economic climate, there is no margin for error when it comes to attracting and retaining customers. Businesses must now offer more channels of communication, more customer options, and faster responses than ever before.  (WHITE PAPER) READ ABSTRACT |

Retail Today: Understand Customers, Anticipate Needs, and Inspire Loyalty by SAP AG December 01, 2007 - (Free Research) Read how the software and tools SAP provides can help retailers succeed today by understanding their customers, anticipating their needs, and inspiring their loyalty as long-term customers by meeting those needs as they arise.  (WHITE PAPER) READ ABSTRACT |

The Work-at-Home Agent Model for Improved Customer Loyalty by inContact December 03, 2009 - (Free Research) Read this paper to learn about options for deploying and managing a home-based agent model with the ultimate goal being increased customer loyalty. As the key driver in this model, other cumulative benefits result: higher agent productivity, reduced attrition, lower operational costs, stronger business continuity, and more.  (WHITE PAPER) READ ABSTRACT |

Business Value of Compensation Management in the Insurance Industry by CSSI January 2007 - (Free Research) Changes in the insurance industry have generated a real need for effective, automated commissions and incentive compensation management solutions. This CSSI white paper describes some of the dilemmas carriers, MGAs, producers and support staff face, and it presents the advantages of using an automated system.  (WHITE PAPER) READ ABSTRACT |

Customer Relationship Management (SAP CRM) Application: Maximize Service Profitability by SAP AG January 2009 - (Free Research) The SAP® Customer Relationship Management (SAP CRM) application maximizes the value from each customer by keeping profitable customers loyal, decreasing service costs by increasing efficiency, and increasing service revenue.  (ARTICLE) READ ABSTRACT |

How to Embrace CRM and Make it Succeed in Your Organization by SYSPRO October 2009 - (Free Research) This White Paper shows you how the Customer Relationship has changed and what companies are doing to secure those customers.  (WHITE PAPER) READ ABSTRACT |

Don’t Let Outdated Telephony Hardware Slow You Down: Unifying Contact Centers Regardless of Location, Hardware Infrastructure or Agent Count by inContact December 2009 - (Free Research) Frequently, organizations that operate contact centers are faced with the challenge of working with inadequate telephony equipment. Frustrations range from having to get a few more years out of telephone equipment to having disparate systems. Read this white paper to learn about how contact centers can resolve these telecommunications complexities.  (WHITE PAPER) READ ABSTRACT |

Reduce Costs and Increase Performance: The SaaS Advantage for Contact Centers by inContact December 2009 - (Free Research) This paper examines current economic and business trends as well as challenges impacting the contact center market. It provides guidance and recommendations for contact centers looking for an alternative to on-premises contact handling solutions and more.  (WHITE PAPER) READ ABSTRACT |

Service Delivery Innovation: Creating Client Value and Enhancing Profitability by SAP AG January 2007 - (Free Research) This paper reviews the forces that affect the professional services market today, defines and explains the main pillars of service delivery innovation, and reviews the benefits firms derive from service delivery innovation.  (WHITE PAPER) READ ABSTRACT |

Worst Practices in SOA Implementation: Why Service-Oriented Architectures Fail by Information Builders Inc. (E-mail this company) October 2007 - (Free Research) Service-oriented architecture (SOA) enables different programs, applications, and tools to interact via self-contained services that do not depend on the context or state of the other service. This white paper provides insight into the top-four worst practices for SOA integration, and how to avoid and/or overcome these worst practices.  (WHITE PAPER) READ ABSTRACT |

Expanding BI's role by including Predictive Analytics by SAP BusinessObjects June 2009 - (Free Research) In today's economic downturn, organizations are looking for ways to improve the way they do business, to keep ahead of the competition, and to grow revenue. With reduced funding for new initiatives, it can be difficult to meet these objectives. Read on to learn how expanding your business intelligence with predictive analysis can help.  (WHITE PAPER) READ ABSTRACT |

Finding the Way Home: How to Design Your At-Home Agent Framework by inContact December 2009 - (Free Research) Join our guest speaker Krystal Sautter, of Moving Beyond the Bricks, as she outlines what it takes to get moving. Watch this webcast to learn how to use virtual infrastructure, staff for at-home positions and manage, train and coach home agents and evaluate your results.  (WEBCAST) READ ABSTRACT |

Best Practices in Complex Equipment Manufacturing, Sales, and Service by SAP AG January 2009 - (Free Research) This paper gives a brief overview of the SAP® solutions used by manufacturers of complex products and equipment to differentiate themselves from the competition through superior-value products and services against low-cost global providers.  (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 |

A Guide to the Value of Reliable Data in Insurance by DataFlux Corporation November 2009 - (Free Research) Only when data is trusted can it be used in confidence in all insurance operational and analytical process activities. This paper examines the impact of unreliable data on insurance companies. It then defines the requirements needed to guarantee data reliability in insurance and offers a practical approach to creating and governing that data.  (WHITE PAPER) READ ABSTRACT |

Innovative Marketing Strategies for Individual and Personal Lines Insurers by Infor CRM July 2009 - (Free Research) In this paper you will learn just how important each customer interaction is and how companies are turning to Infor CRM Epiphany Inbound Marketing for Insurance to be able to manage their customers on a highly personal basis which greatly increases customer loyalty and satisfaction which will ultimately increase sales and profitability.  (WHITE PAPER) READ ABSTRACT |

Efficiency, Effectiveness and Customer Loyalty in the Insurance Contact Center by Infor CRM July 2009 - (Free Research) Read this paper to learn how important an efficient and effective contact center is and how Infor CRM Epiphany Contact Center enables carriers to create a highly efficient, customer-centric, multichannel contact center, providing a better customer service experience and increasing customer loyalty.  (WHITE PAPER) READ ABSTRACT |

HEALTHsuite® - Claims Processing Software by RAM Technologies, Inc. HEALTHsuite is an administrative claims processing system designed for health plans and other health care organizations. Rich in features and functions to support health plans of all sizes and types, HEALTHsuite supports all aspects of health care administration including HMO, Consumer Driven, Medicare, Medicaid and Federal Health Benefits.  (ASP & SOFTWARE PRODUCT)

Sales and Operations Planning: The Key to Continuous Demand Satisfaction by SAP AG March 2007 - (Free Research) Find out how leading companies are designing their sales and operations planning (S&OP) processes to continuously monitor and meet customer demand.  (WHITE PAPER) READ ABSTRACT |

Infor - ERP LX by Infor September 2008 - (Free Research) Infor ERP LX, the next version ERP BPCS, is a scalable, comprehensive, flexible and integrated ERP solution for mixed-mode and process manufacturers operating in an IBM System i environment. The solution improves the efficiency of core business processes.  (DEMO) READ ABSTRACT |

Addressing the challenges of implementing a customer-centric strategy by Infor CRM December 2008 - (Free Research) The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints.  (WHITE PAPER) READ ABSTRACT |

Increase Profits and Customer Satisfaction in the Communications Industry by Infor CRM December 2008 - (Free Research) Leading companies are placing more emphasis on inbound marketing and intelligent customer interactions as the means for building powerful customer relationships that boost profitable growth.  (WHITE PAPER) READ ABSTRACT |

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