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Featured Sponsors
Build Your Own SAP CRM Solution — and Know Exactly How Much It Will Cost by SAP America, Inc.
July 19, 2011 - (Free Research)
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.
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Social Intelligence Approaches to Support Four Core Customer Scenarios by Hewlett-Packard Limited
June 01, 2012 - (Free Research)
This paper outlines some of the best methods for deploying social intelligence to support your CRM strategies. Read this and learn how the right social intelligence can help you win new customers, retain existing customers, reduce the cost of customer management and more. Also, discover specific use cases of social intelligence.
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IT in the UK SMB (Small and Medium sized Business) Sector by ComputerWeekly.com
January 04, 2012 - (Free Research)
This report from Knowledge Peers and Pierre Audoin Consultants (PAC), reveals what leaders of Small and Medium-Sized Businesses (SMBs) think of IT – its strategic value, its potential, and the changing way in which it is being used in their organisations.
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Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis by inContact
May 06, 2011 - (Free Research)
Today, the majority of North American contact centers today are supported by premise-based contact center and telephony systems. But there's another money-saving option for contact centers: third-party owned and operated hosted services. Before you decide which model to use, there's another factor you should consider: Total cost of ownership (TCO).
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How Mobile Devices are Driving Innovations in Contact Centers by Avaya
October 29, 2012 - (Free Research)
Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.
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A contact center manager's guide to integrating self-service by inContact
May 04, 2011 - (Free Research)
Do you feel pressured to provide great service while keeping costs down in your contact center? Self-service technology enables customers to resolve their own service questions without depleting agent resources. But deploying self-service technology raises many questions. Learn best practices and tap into expert advice with this eBook.
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Blackberry Solution Increases Customer Service for Corporate Real Estate Company by BlackBerry
February 26, 2009 - (Free Research)
J.J. Barnicke's sales people needed instant access to corporate property information to better serve clients and speed up sales cycles. They also needed wireless access to CRM data This case study explains how J.J. Barnicke is using BlackBerry and the sales force solution to access CRM information about clients.
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Using Case Management to Empower Employees and transform Customer Service by Kofax, Inc.
February 22, 2013 - (Free Research)
Businesses struggling to improve their customer service are failing to recognise the role and consider the needs of their own employees. This paper shows how successful customer service organisations have transformed customer service by empowering their employees with dynamic case management applications.
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Best Buy Supports New Line of Business and World-Class Sales Force by Microsoft
August 06, 2010 - (Free Research)
In this case study you’ll learn how Best Buy for Business considered several options, including expanding its internally developed retail application, adopting a hosted CRM solution through Salesforce.com, or implementing Microsoft Dynamics™ CRM. In the end, the solution was clear.
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The Social Customer Engagement Index by SAP America, Inc.
June 30, 2009 - (Free Research)
Use the survey results in this paper from the TheSocialCustomer.com to find out how organizations are utilizing social channels to engage their customers, and integrate these methods into your own customer experience strategy.
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Building a Strong Customer Experience by Infor CRM
January 05, 2012 - (Free Research)
Read this e-guide from SearchCRM.com to learn how American Express and Yahoo tackle customer service with their own twists, how to communicate through multiple channels and ways to craft a single customer view through CEM technology.
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Mobilizing Field Forces on Smartphones by BlackBerry
August 06, 2009 - (Free Research)
This ABI Research white paper examines the use of smartphones as tools for mobile field workers as a replacement for rugged devices. Through interviews with multiple companies with we found that the TCO of owning smartphones was 14% - 85% less than rugged devices.
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Why Embedding Drivers Reduces Architectural Complexity by Progress DataDirect
March 22, 2013 - (Free Research)
Continue on to this paper to discover how ISVs are able to accomplish certain goals by embedding drivers and data providers within their own offerings- giving them ability to respond more quickly to changing market and customer demands.
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The Social Customer Engagement Index by SAP America, Inc.
July 25, 2011 - (Free Research)
This white paper provides the results of a survey of industry professionals about how they were using social channels to engage customers from a service perspective. Learn how you can leverage these findings to transform your own efforts to integrate social and traditional methods of communication with your customers.
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NIBCO, INC: Integrating Inbound Sales Order Automation by Esker Inc.
July 10, 2009 - (Free Research)
In this case study NIBCO, INC. implemented an SAP solution for comprehensive customer relationship management (CRM). Read this case study to learn how NIBCO, INC chose and implemented Esker DeliveryWare as their SAP Solution and the benefits they reaped from Esker DeliveryWare.
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eGuide: Collaboration and case management: Trends, challenges and expert advice by IBM
November 11, 2011 - (Free Research)
This e-guide takes a look at the use of collaboration and social networking strategies and tools for case management, including a big picture introduction, expert advice for avoiding headaches, and findings from ebizQ.com's recent survey of business and IT professionals who are using case management in their own companies.
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CA Wily Customer Experience Manager by CA Technologies.
December 30, 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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Powering the Cross-Channel Customer Experience with Oracle’s Complete Commerce by Oracle Corporation UK Ltd
March 01, 2012 - (Free Research)
Read this white paper and gain an understanding of Complete Commerce and how it can change the way you interact with your customers. Complete Commerce can help you unify your customer's experience, personalize their journey, maximize engagement and optimize the execution along the way.
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IBM Social Analytics: The science behind social media marketing by IBM
December 31, 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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Marketing Executive Strategy Brief by Oracle Corporation
July 31, 2012 - (Free Research)
In this white paper, explore the deep connection between customer experience and business value, and discover how third-party marketing and loyalty strategies and services can bolster that connection.
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Optimizing the application testing of your Siebel CRM environment by HP and Infosys
August 2008 - (Free Research)
Infosys and HP invite you to join us for a webcast on September 10th at 3:00 EDT on the topic, Optimizing the application testing of your Siebel CRM environment with the "Siebel Business Process Testing (BPT) Accelerator," developed by Infosys and HP.
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CRM Total Cost of Ownership: Fees, Subscriptions and Hidden Costs by SugarCRM Inc.
July 2011 - (Free Research)
The following analysis provides a comparative price analysis of four leading CRM solutions for midmarketorganizations. Forrester Research defines midmarket organizations as any organization with revenues of lessthan $1 billion and/or fewer than 1,000 employees.
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