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... >> Discover more offerings from SAP America, Inc..
		WebFOCUS Operational Enterprise Business Intelligence by Information Builders Inc.. WebFOCUS is a comprehensive and fully integrated enterprise business intelligence platform. It sets the standard for enterprise business intelligence by scaling to support more... >> Discover more offerings from Information Builders Inc..

Oracle PeopleSoft CRM Integration into the Contact Center by AMC Technology May 2008 - (Free Research) This technical integration brief explains how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.  (WHITE PAPER) READ ABSTRACT |

Winning the Customer Service Battle... In the Cloud by Siemens Enterprise Communications April 2013 - (Free Research) Poor customer service is a costly business practice. The time to differentiate your customer service strategy is now – and the cloud can help. View now to learn about cloud contact centers and how they can benefit your business.  (WHITE PAPER) READ ABSTRACT |

Seven Contact Center Trends You Can't Ignore by Siemens Enterprise Communications January 2013 - (Free Research) For customer service contact centers, it's critical to stay on top of the latest in technology and practices in order to provide your customers with the experience they expect. Check our this easy to read resource to discover 7 trends in contact center strategy, so that you can prepare your organization for what's to come  (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)

Customer Experience Exchange E-Zine: Issue 3 by SearchCRM March 2012 - (Free Research) In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.  (EZINE)

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 |

Avaya Aura Contact Center Scripting Demystified by Global Knowledge May 2011 - (Free Research) Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice.  This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code.  (WHITE PAPER) READ ABSTRACT |

7 Keys to MSP Success by N-able Technologies June 2012 - (Free Research) There are plenty of MSPs in the world that are successful and profitable. Want to know how they do it? Tune into this video to find out!  (VIDEO) READ ABSTRACT |

Mobile apps reach the busy customer by SearchCRM March 2013 - (Free Research) In this expert e-zine, discover two key areas of app development in today's mobile climate: delivering quality mobile customer service, and uniting front-end and back-end functionality. Also included is a case study of a mobile app that delivered user-oriented, ultra-simple service with outstanding results.  (EZINE) READ ABSTRACT |

Using Social Media to Win Over Customers by SearchCRM March 2013 - (Free Research) While many businesses are eager to join their customers at the social media party, doing so without the proper internal processes in place could spell disaster. In this brief expert e-book, you can learn how to create a successful social CRM initiative (and valuable customer relations) through implementing the right processes and technologies.  (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 |

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 |

General Guidelines for Building Effective Service Catalogs by Global Knowledge December 2011 - (Free Research) In this white paper, find out how to realize the benefits of service catalogs by following ITIL guidelines and tips from organizations that have successfully implemented service catalogs.  (WHITE PAPER) READ ABSTRACT |

Engaging Your Subscribers Using Interactive Media in Email by Bronto Software October 2008 - (Free Research) This paper reviews the best practices for integrating engaging interactive media elements into your current email marketing program. It will cover video in email, utilizing polls, flash presentations, RSS feeds and more.  (WHITE PAPER) READ ABSTRACT |

Turning Customer Interactions into Money: Using Predictive Analytics to Achieve Stellar ROI by SPSS Inc. Worldwide Headquarters December 2008 - (Free Research) This whitepaper makes the case for using predictive analytics as a catalyst for a company's growth. It includes best practices from several global companies including: Cablecom, Royal & Sun Alliance, and T. Rowe Price. Ultimately, it is about maximizing the level of understanding that can be achieved with customer data.  (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)

Let Customer Feedback Do the Driving by SPSS Inc. Worldwide Headquarters May 2007 - (Free Research) As the second installment in The Customer Innovation Series, this paper describes why and how Enterprise Feedback Management (EFM) is a critical component in solving the problem of enhancing customer-driven innovation.  (WHITE PAPER) READ ABSTRACT |

Increasing Competitiveness and Reducing Costs in Today's Economy by Microsoft Corporation India Pvt Ltd November 2009 - (Free Research) This paper outlines the Microsoft Business Productivity Online Suite, illustrates its relevance to small and midsized business customers, and provides the resources to help you evaluate how your business might benefit from the service.  (WHITE PAPER) READ ABSTRACT |

Multi-channel Marketing Hits the Wall by Neolane Inc. October 2008 - (Free Research) This paper provides an easier and more flexible way to manage cross-channel marketing initiatives without costly investments in multiple technologies and service providers.  (WHITE PAPER)

Unified Communication Manager - Class of Service by Global Knowledge February 2013 - (Free Research) This whitepaper unveils how Class of Service within Cisco's Unified Communication Manager can help you control which phone numbers can be called by particular devices. View now to learn how this simple, flexible solution can be effective in numerous situations.  (WHITE PAPER) READ ABSTRACT |

CRM Buyer’s Guide – 2011 Edition by SearchCRM June 2011 - (Free Research) Welcome to SearchCRM.com’s Buyer’s Guide. This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.  (EBOOK)

Mastering Problem Management by Global Knowledge August 2010 - (Free Research) There are several approaches to take that prevent Problem Management failure. If IT organization leaders can incorporate Incident Management into their Problem Management, as well as follow other tips laid out in this white paper, they can likely reduce the quantity and duration of service disruptions  (WHITE PAPER) READ ABSTRACT |

Making the most of customer data: CRM analytics by SearchCRM April 2013 - (Free Research) View this white paper to unlock the power behind CRM analytics. It explains how you can develop a view of the customer by analyzing social media data. Find out how to make the most of tweets and Facebook postings by reading this resource now.  (WHITE PAPER) READ ABSTRACT |

3-2-1 Contact the Call Center by SearchCRM January 2013 - (Free Research) Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat.  (WHITE PAPER) READ ABSTRACT |

Business Skill Courseware by SkillSoft Corporation SkillSoft’s Business Skills Library focuses on behavioral skills that are designed for business professionals and key to performance regardless of job responsibility, as well as the skills and knowledge that are relevant to the various areas of functional responsibility in today’s business organizations.  (ASP & SOFTWARE PRODUCT)

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