Customizable Customer Relationship Management (CRM) Suite for Enterprises by CDC Software - Pivotal CRM. Pivotal CRM delivers rich CRM functionality out of the box to help organizations implement quickly with a lower total cost of ownership. As the market’s most customizable more... >> Discover more offerings from CDC Software - Pivotal CRM.
		TechExcel CustomerWise (formerly TechExcel CRM) Customer Support Software by TechExcel, Inc.. CustomerWise helps optimize your support process by providing your internal support team with all of the tools necessary to resolve support requests quickly. From incident more... >> Discover more offerings from TechExcel, Inc..
		CRM without Compromise: A Strategy for Profitable Growth by SAP America, Inc.. Build your CRM system so it is flexible enough to quickly respond to changing customer needs and business challenges to sustain a competitive advantage and enjoy a profitable more... >> Discover more offerings from SAP America, Inc..

Improving Customer Experience in the Insurance Industry - Leveraging the Power of an Enterprise Personalization Platform by Exstream Software. April 2008 - (Free Research) The purpose of this paper is to discuss the importance of an enterprise personalization platform that streamlines front-end and back-end document creation processes for straight-through processing, while allowing you to leverage custome… (WHITE PAPER) READ ABSTRACT |

Web 2.0 in Action! How SAP Is Leveraging Web 2.0 in CRM to Improve Customer Experience. by SAP America, Inc. June 2008 - (Free Research) This paper discusses how SAP leverages Web 2.0 in CRM to improve customer experience. It examines SAP’s approach to Web 2.0, and how SAP has incorporated the Web 2.0 technological principles within SAP CRM. (WHITE PAPER) READ ABSTRACT |

Using Real-Time Information to Improve Contact Center Performance by Genesys Co. May 2008 - (Free Research) From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center. (PODCAST) READ ABSTRACT |

Customer Experience Demo: XenDesktop by Citrix August 2008 - (Free Research) This short webcast walks the user through a session with XenDesktop. From login, to launching applications, the user experience is illustrated. (WEBCAST) READ ABSTRACT |

Enterprise Benefits of Real-Time Contact Center Performance Management by Genesys Co. July 2008 - (Free Research) Real-time CCPM solutions give contact center management an objective and quantifiable method for identifying, capturing and communicating customer or operational issues quickly enough to prevent them from causing more damage. (WHITE PAPER) READ ABSTRACT |

The Intelligent Customer Front Door: Go Beyond the Limitations of Traditional Interactive Voice Response (IVR) to Deliver Superior Customer Service by Genesys Co. June 2008 - (Free Research) This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage. (WHITE PAPER) READ ABSTRACT |

Product Management - Product Usability & Its Impact on Revenue by ZIGZAG Marketing, Inc. July 2008 - (Free Research) The holy grail of product usability is attained when your product offers such a compelling experience users feel obligated to recommend it to others, it works wonders on your top line. (WHITE PAPER) READ ABSTRACT |

Keep Your Web Customers Coming Back: Three Improvements to Enhance Your Customer's Experience by Cisco Systems, Inc February 2008 - (Free Research) Read this whitepaper to learn how to ensure a positive Web experience for your customers. Discover three steps you can take right now to enhance your customer's experience. (WHITE PAPER) READ ABSTRACT |

Business Process Management - Enabling Innovation and Business Agility in Financial Services by Metastorm February 2008 - (Free Research) This white paper explores how Business Process Management enables organizations to meet automation, efficiency and regulatory requirements. Discover how retail banking, investment banking and insurance sectors have successfully leveraged BPM technology. (WHITE PAPER) READ ABSTRACT |

Eight Strategies for First Rate Customer Service by Cisco Systems, Inc February 2008 - (Free Research) In a marketplace where too many products and services are chasing too little demand, businesses face a daunting challenge: do everything possible to attract and retain customers. (WHITE PAPER) READ ABSTRACT |

5 Ways to Improve Customer Service in a Down Economy by OpenSpan August 2008 - (Free Research) In today's difficult economy, many organizations find it challenging to achieve superior customer service. View this Webcast and explore 5 specific ways to improve the customer experience in a highly cost effective manner. (WEBCAST) READ ABSTRACT |

Forrester Research: Web Content Management for External Sites by SDL Tridion August 2008 - (Free Research) Read this white paper to discover how to implement comprehensive Web Content Management (WCM) to establish an effective Web presence. Explore the steps necessary for managing and delivering persuasive content experiences. (WHITE PAPER) READ ABSTRACT |

The Intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction by Genesys Co. March 2008 - (Free Research) Download the new business paper, The intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction and discover how your contact center can actually anticipate customers' needs and allow them to control the interaction. (WHITE PAPER) READ ABSTRACT |

PODCAST: Web 2.0 in Action! How SAP is Leveraging Web 2.0 in CRM to Improve Customer Experience by SAP America, Inc. July 2008 - (Free Research) Explore how CRM now includes Web 2.0 capabilities that enhance user experience and productivity. Learn more about a highly personalizable, interactive user interface and how it enables content syndication from internal and external data sources. (PODCAST) READ ABSTRACT |

Web 2.0 in Action! How SAP is Leveraging Web 2.0 in CRM to Improve Customer Experience by SAP America, Inc. June 2008 - (Free Research) Explore how CRM now includes Web 2.0 capabilities that enhance user experience and productivity. Learn more about a highly personalizable, interactive user interface and how it enables content syndication from internal and external data sources. (WEBCAST) READ ABSTRACT |

Business Intelligence for the Retail Industry by SAP America, Inc. May 2008 - (Free Research) This paper discusses about how technological advances are enabling improved decision making across three broad axes: simplicity and relevance, agility and integration. (WHITE PAPER) READ ABSTRACT |

Record, Evaluate, Monitor and Archive All Your Customer Interactions For Your Avaya Switch by Teleformix. July 2008 - (Free Research) ECHO™ provides the vehicle for focused customer experience management through real-time monitoring and agent performance evaluations. (WHITE PAPER) READ ABSTRACT |

Best Practices for Delivering Interactive, Intelligent Documents by Exstream Software. April 2008 - (Free Research) This paper will reveal new ideas and tactics for raising the impact of online and offline documents and detail three best practices for delivering interactive, intelligent documents at the point of sale. This document is a must read for senior deci… (WHITE PAPER) READ ABSTRACT |

Thriving in an Economic Downturn by Avaya, Inc August 2008 - (Free Research) This e-guide that takes you through the latest contact center technologies, and how they can help you develop brand differentiation, elevate customer loyalty, and keep costs low — even when everyone is tightening their budgets. (WHITE PAPER) READ ABSTRACT |

Control the Customer Experience - Improve Marketing, Sales, and Service Processes with TechExcel CRM by TechExcel, Inc. (E-mail this company) May 2006 - (Free Research) In today's extremely competitive Internet economy it is more important than ever for companies to fully embrace new technology to optimize their business processes. Find out how TechExcel's CRM incorporates The Active Customer model for the three core business groups - employees, customers, and partners. (WHITE PAPER) READ ABSTRACT |

Astute Solutions and AberdeenGroup Benchmark Report: The Contact Center as a Profit Center: Optimizing a Self Service Contact Center With Speech, VoIP, Data Integration and Performance Analytics by Astute Solutions (E-mail this company) November 2006 - (Free Research) This Aberdeen Group benchmark report summarizes research conducted with call center, customer experience, and operations executives at over 150 companies. It outlines strategies, technology investments, practices, and innovations of best-in-class contact centers, and recommends specific improvement activities to help achieve contact center goals. (ANALYST REPORT) READ ABSTRACT |

Akamai Application Performance Services for the Manufacturing Industry by Akamai Technologies (E-mail this company) Manufacturing web sites serve a dual role. Extranets keep suppliers and dealers productive and also provide media-rich B2C sites with personalized, engaging content and applications for brand-building and self service. To succeed, manufacturers like Audi, Toyota, and Nissan rely on Akamai.  (SERVICE)

Remote Support Service by Citrix Online-GotoAssist GoToAssist is consistently chosen by customers due to a faster time to connect with end users, faster time to resolve support incidents and overall ease of use.  (ASP)

Take Your Customer Service to the Next Level: Are you providing your customers with a satisfying experience that will keep them coming back? by Cisco Systems, Inc March 2008 - (Free Research) In a marketplace where too many products and services are chasing too little demand, small and medium-sized businesses (SMBs) face a daunting challenge: Do everything possible to attract and retain customers. (WHITE PAPER) READ ABSTRACT |

CA Wily Customer Experience Manager by CA. August 2008 - (Free Research) This white paper highlights a method for attaining real-time visibility into the end-user experience on web-based applications. (WHITE PAPER) READ ABSTRACT |

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