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How Does your Service Measure Up? Getting to Grips with Metrics by GoToAssist
July 19, 2011 - (Free Research)
This quick guide will identify some of the most popular metrics that you should be measuring, look at ways in which you can measure them, and how to utilize these measures to improve your service delivery.
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Measuring the Business Impact of Support by Citrix Online UK
July 16, 2010 - (Free Research)
Customer support has long been a business mainstay. Yet, the business impact of support is seldom measured - despite the influence of support on higher revenue, customer satisfaction and increased productivity. This new ServiceXRG white paper explores the importance of quantifying the impact of support on your business.
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Editorial Tip: Measuring the ROI of Social CRM: No easy task by Infor
February 14, 2011 - (Free Research)
As more organizations invest in social channels, the question of value becomes increasingly important. In social media, ROI alone may not tell the value of the effort, and benefits to the business from the customer service approach could be gauged by a variety of factors. Uncover how to measure the real value of an investment in social CRM.
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Five tips to reduce risk from modern web threats by Sophos, Inc.
October 06, 2010 - (Free Research)
User education and awareness, preventive measures and a modern web security solution are all integral components of a comprehensive defense against today’s web threats. This guide covers some essential preventive measures you should implement to reduce your risk and keep ahead of the threats as much as possible.
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Retail’s Mobility Imperative: A Measured Approach to the Emerging Channel by BlackBerry
July 27, 2010 - (Free Research)
This study examines what's driving retailers' mobile strategies, where they're focusing their time and money, and how they plan to measure their performance. In addition, view results of an exclusive survey of more than 300 executives at top U.S. retailers. Continue reading to learn more!
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Making the Back Office Pay: Measuring and Increasing Productivity while Reducing Costs by Aspect
August 2010 - (Free Research)
Understanding how to manage many different types of back-office tasks in the most consistent and efficient manner is a perplexing challenge. This paper will describe how automated workforce optimization is the solution. Continue reading to learn how to improve the customer experience while decreasing required staffing through predictive modeling.
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Five tips to reduce risk from modern web threats by Sophos, Inc.
April 2011 - (Free Research)
User education and awareness, preventive measures and a modern web security solution are all integral components of a comprehensive defense against today’s web threats. This guide covers some essential preventive measures you should implement to reduce your risk and keep ahead of the threats as much as possible.
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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.
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Best Practices in Creating a Strategic Finance Function by SAP America, Inc.
January 2009 - (Free Research)
the following article will share the results of SAP research as well as APQC's Open Standards Benchmarking Collaborative (OSBC) research. The OSBC research is the first global set of common standards for business processes and data, giving organizations an independent, authoritative resource for evaluating and improving business practices.
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Measuring the Total Economic Impact of Content Delivery Using Adobe Flash Media Server by Limelight Networks, Inc.
October 2009 - (Free Research)
This study provides a framework for evaluating the potential financial impact of investing in a media streaming platform. By reviewing the calculations and assumptions used in Forrester's multi-company analysis, readers can better understand and communicate a business case for increasing their investment.
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Measuring & Monitoring Flash-Based Web 2.0 Applications by Keynote Systems
February 2008 - (Free Research)
This video presentation covers the power of Flash, and what it takes to provide a superior Flash-based end-user experience, dealing with content-heavy pages and how to deliver the best web performance and availability.
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IBM Social Analytics: The science behind social media marketing by IBM
December 2011 - (Free Research)
Access this white paper to learn how savvy marketing professionals are using new technologies to learn about their customers' attitudes, preferences and buying habits from what they say publically, available on social media and through the full range of interactions that can be recorded, measured, and analyzed.
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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.
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When Legitimate Sites Threaten Your Network by Kaspersky Lab
August 2009 - (Free Research)
Did you know that legitimate sites like BusinessWeek.com and MLB.com have been victimized by drive-by malware? This security brief discusses specific measures you can take to protect your business and defend against these attacks.
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E-Book: How to Lose Customers in Five Easy Steps by SAS Institute Inc.
August 2009 - (Free Research)
This paper presents the five most common practices that result in losing the customer and how to avoid those pitfalls. You'll also learn how smarter customer interactions and more customer-centric measures can help you deepen and grow relationships with your most valuable customers.
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Customer Data Security: PCI and Beyond - Benchmark Study 2008 by Apani
March 2008 - (Free Research)
This 2008 Customer Data Security Study reveals how quickly and how well retailers are responding to the PCI mandate and what measures retailers are taking now to minimize the risks associated with the capture, retention, and use of customer-specific data.
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Building a Data Quality Scorecard for Operational Data Governance by DataFlux Corporation
June 2008 - (Free Research)
Operational data governance is the process of evaluating data to see if data effectively satisfies the organization's business needs. This is measured with a "data quality scorecard", a management tool for monitoring organizational performance.
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CA Wily Customer Experience Manager by CA Technologies.
December 2008 - (Free Research)
Speed time-to-value on your CA Wily Customer Experience Manager (CEM) investment with the CA Wily CEM Rapid Implementation service. By following a set of proven best practices, CA services will accelerate the basic deployment of CA Wily CEM that is tailored to meet your most essential business needs.
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Fortune 200 Firm Achieves Global Email Protection by WatchGuard Technologies, Inc.
March 2011 - (Free Research)
Eaton Corporation, a premier industrial manufacturer, is an industry leader in diversified power management and ranks in the Fortune 200.
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Business Intelligence Services and Solutions by Accenture
Accenture brings together a deep understanding of the business and technology dimensions of an organization to harness information to improve decision-making, financial management, regulatory compliance and customer service.
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