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. 

Access this tip guide to learn how American Express and Yahoo Inc., have conquered customer service obstacles while also decreasing customer relationship management (CRM) budgets. 

This white paper provides an overview of a rapid deployment strategy designed to take the guesswork out of implementing CRM. Inside, learn how this approach can let you pick and choose features which matter the most to your organization while avoiding playing for ones you don't to provide an accurate, upfront price. 

Enterprises have successfully controlled their IT budgets and server sprawl issues with the help of virtualization technologies, but what’s next? Increasingly, organizations are turning to storage consolidation for virtualized server environments in order to reduce data center costs and inefficiencies. 

In this week's Computer Weekly, we go behind the scenes at the datacentre that knows everything about you, at credit checking firm Experian. We analyse the government's new plans to change the way it works with IT suppliers; and kick-off our Buyer's Guide to outsourcing with a look at the latest trends. Download the new issue now. 

This tip guide from our editorial team features an article on overcoming single-view issues and how customer experience management (CEM) technologies are a valuable tool for this problem. 

This white paper explores how predictive analytics helps marketing organizations increase ROI by executing highly targeted campaigns focused on high revenue-generating customers and prospects. 

With rapidly changing demands, customer experience management (CEM) can be a tricky craft within your organization's processes. Customer Experience Exchange is a brand new bi-monthly e-zine focused on CEM tips, best practices and techniques. Check out the first ever issue now, exclusively here. 

This white paper details how SOA deployments can be enhanced by SOA appliances which fully support XML and Web Services-based initiatives. 

This report represents the summary findings of our thirteenth annual survey of challenges impacting sales performance today. 

In this week’s Computer Weekly, we look at the importance of IT strategy when budgets are under pressure. The first part of our Buyer’s Guide to virtualisation examines the barriers preventing many organisations from adopting the technology; and Transport for London’s CIO talks about how IT helps avoid Olympic travel chaos. Download the issue now. 

In this week’s Computer Weekly, we examine exclusive research into the investment priorities of UK IT decision-makers, which shows virtualisation, Windows 7 and security as the top areas for spending this year. We analyse the changing nature of database architecture; and the BBC’s Chief Technology Officer talks about IT plans for the broadcaster.