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Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc..
Discover what benefits advanced meter infrastructure (AMI) brings and why, and learn how the SAP NetWeaver platform and enterprise service-oriented architecture can support more...
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Addressing Common Contact Center and Enterprise Business Issues with Speech Analytics by Verint Systems

April 2008 - (Free Research)
As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance. 
(WHITE PAPER) READ ABSTRACT |

Frost and Sullivan: Customer Experience Management: A Business Imperative beyond a Technology Solution by Hewlett-Packard Company

February 2010 - (Free Research)
In this white paper, Frost & Sullivan, a global consulting and research firm, shares real-world insights from its latest comprehensive study of the value of CEM, including operator strategies driving adoption, best practices and KPIs, and a glimpse into the future of CEM. 
(WHITE PAPER) READ ABSTRACT |

Consult the new dictionary for customer experience KPIs by Oracle Corporation

September 2012 - (Free Research)
This guide was written to help identify or measure those critical CX measurement points that provide feedback on the health and success of a CX initiative. It is intended to familiarize you with important CX measurements and Key Performance Indicators (KPIs) along with providing a definition and a method to calculate their value. 
(WHITE PAPER) READ ABSTRACT |

Make the Most of Your Customer COE: A 3-Step Approach by SAP America, Inc.

June 2010 - (Free Research)
To achieve effective objectives and drive effective Application Lifecycle Management, an organization must transform its Customer COE by enhancing the value it delivers to the business. Read this paper to learn so much more. 
(WHITE PAPER) READ ABSTRACT |

Presentation Transcript: The Secret to Maximizing Virtualization ROI in the Dynamic Data Center by Akorri

November 2009 - (Free Research)
This presentation transcript details an approach to optimize your virtualized infrastructure performance. Learn how to leverage key performance indicators and cross-domain analytics to plan for future capacity demands and improve service levels. Discover the secret to managing your VMware infrastructure performance for optimal resource utilization. 
(PRESENTATION TRANSCRIPT) READ ABSTRACT |

CIO2CIO Global Research Study: Business Intelligence and Master Data Management (MDM) by SAP America, Inc.

July 1967 - (Free Research)
This global CIO2CIO research program was conducted for SAP, Inc. to gain insight into information management practices in various regions of the world and the research was conducted among IT professionals in the U.S., Europe and Asia. 
(WHITE PAPER) READ ABSTRACT |

Forging a CEM Strategy That Can Power Commerce by SearchCRM

April 2014 - (Free Research)
With a seemingly exhaustive number of methods to communicate -- not to mention an expected $280 billion in U.S. e-commerce sales in 2015 -- contact center technology today requires a new approach. 
(EBOOK) READ ABSTRACT |

Forging a CEM Strategy by SearchCRM

August 2013 - (Free Research)
Shoppers are looking for more personalized, responsive, relevant experiences, and in order to provide that, your business needs an effective customer experience management (CEM) strategy. Learn how when you access this expert three-part e-guide and discover six top concepts that make up a successful CEM strategy. 
(EGUIDE) READ ABSTRACT |

CRM in Financial Services: Best practices, trends and strategy for the new economy by Pivotal CRM, a CDC Software solution

November 2010 - (Free Research)
Find out how financial services companies are leveraging CRM technology and best practices to improve service and operational efficiency. Read this e-book to learn more. 
(EBOOK) READ ABSTRACT |

How to Profit in a Downturn: 4 Customer-centric Strategies for Growth in a Challenging Market by Pivotal CRM, a CDC Software solution

February 2009 - (Free Research)
In this white paper, learn how your organization can use customer-centric strategies and CRM tools to maximize the value and loyalty of your customer base. Gain insight into new areas of opportunity and do more with less in a time of economic uncertainty. 
(WHITE PAPER) READ ABSTRACT |

Customer Experience Exchange E-Zine Issue 2 by SearchCRM

January 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. 
(EZINE)

FCR Done Right! by Enkata Technologies

April 2012 - (Free Research)
Access this white paper to learn how to build an operational FCR program without sacrificing your budget. 
(WHITE PAPER) READ ABSTRACT |

Intel IT's Data Center Strategy for Business Transformation by Dell, Inc. and Intel®

September 2012 - (Free Research)
This resource offers advice on aligning your data center investments with business need. It details today's best practices for effective data center management strategies. 
(WHITE PAPER) READ ABSTRACT |

Who Are My Best Customers? by SPSS Inc. Worldwide Headquarters

February 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. 
(WHITE PAPER) READ ABSTRACT |

How to Fine-Tune your Contact Center by SearchCRM

August 2013 - (Free Research)
With call center software, best business practices can be difficult to navigate. But the payoff is worth investigating. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management—including schedule and workforce management. 
(EGUIDE) READ ABSTRACT |

IBM Marketing Performance Analytics by IBM

October 2013 - (Free Research)
The following white paper discloses a sure-fire way to track and analyse performance across an infinitely expanding number of channels and campaigns. 
(WHITE PAPER) READ ABSTRACT |

Support Your Shared Services Center with AP Automation by Esker Inc.

May 2014 - (Free Research)
Find out how cloud-based accounts payable (AP) automation to support your shared services center (SSC) can maximize its benefits. 
(EBOOK) READ ABSTRACT |

Rethinking WCM to Engage and Retain Customers by SearchSoftwareQuality.com

May 2013 - (Free Research)
View this white paper to learn more about how businesses are altering their web content management (WCM) strategy. Companies are working to manage the customer experience with a more interactive approach. The connection between WCM and customer experience management (CEM) makes it easy for customers to find what they need. 
(WHITE PAPER) READ ABSTRACT |

Rethink Customer Service for a Multichannel World by SearchCRM

February 2014 - (Free Research)
In order to really succeed at customer relationships, C-suite executives are -- finally -- warming up to multichannel communication. 
(EBOOK) READ ABSTRACT |

SAP NetWeaver BPM White Paper - Bruce Silver by SAP America, Inc.

January 2009 - (Free Research)
Business process management provides a new management discipline, a new suite of software technologies and tools, and a new IT implementation style based on concrete links between strategy and execution. This white paper explains SAP's place in the BPM landscape and describes its new offering in that arena, NetWeaver BPM. 
(WHITE PAPER) READ ABSTRACT |

Customer Experience Exchange E-Zine: Taking a swing at social CRM by SearchCRM

May 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. 
(EZINE)

Delivering Superior Customer Value in Communications Firms: Enabling Optimal Offer Creation for Service Providers by SAP America, Inc.

April 2009 - (Free Research)
For communications companies - whether focused on telecommunications services or media content - these are challenging times. Markets are saturated with new offerings, and margins continue to diminish. In response, communications service providers (CSPs) are concentrating on improving offers of voice, content, and data services. 
(WHITE PAPER) READ ABSTRACT |

Contact Center Metrics and Performance Management by Five9

May 2014 - (Free Research)
This expert e-guide provides tips and best practices for working with new contact center metrics to ensure customer satisfaction through every communication channel. Learn how to determine and implement a set of key performance indicators (KPIs) for new channels such as mobile and social media, as well as how to formalize CCPM for optimum results. 
(EGUIDE) READ ABSTRACT |

Speeding the Time to Intelligence: Effective Information Management through Business Intelligence Competency Centers and Performance Management by SAS

May 2008 - (Free Research)
This article explains in detail about how to arrive at and implement an effective business intelligence strategy, using both a BICC and performance management technology. 
(WHITE PAPER) READ ABSTRACT |

E-Book: Building Effective Dashboards and Scorecards by IBM

December 2010 - (Free Research)
In this e-book, learn advanced strategies for creating actionable, interactive and user-friendly dashboards that will help your organization track KPIs. Learn how to get started with dashboards, find out what a dashboard is and what it is not. Discover how to create different dashboards to meet the needs of various departments and more. 
(EBOOK) READ ABSTRACT |

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