In this paper learn how a single bad experience with a contact center may result in a customer being lost for life, something that companies cannot afford. 

This knowledge paper examines and explores the rapid rise of the mobile consumer, and provides strategies for integrating mobile customer service into the multi-channel service strategy. The paper details how your mobile customer service solution must be channel-specific to mobile, and deliver upon the need for efficiency, accuracy and simplicity. 

This white paper describes the concept of “CRM without compromise,” elucidating how organizations can maximize their results by taking a more structured, holistic approach to CRM across the enterprise to gain a competitive advantage and profitable growth. 

The purpose of this paper is to provide a foundation for building, analyzing and interpreting a return on investment (ROI) model for your customer relationship management initiative. 

Download this study to gain insight into how increased flexibility within the report creation process, reduced IT operational cost and improved end user productivity by empowering the creation of custom data analyses resulted in economic benefits enterprise wide. 

The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction. 

This IDC Buyer Case Study describes the adoption, deployment, and utilization of business analytics software at the cable operator Cablecom. 

Learn how leading insurers use MarketTools® CustomerSat™ to gather and analyze feedback from customers to increase customer satisfaction, retain customers, and add to the bottom line. 

This webcast provides recommendations to help organizations better meet the diverse computing needs of their customers. Discover how to improve the end user experience with centralised virtual desktops and application virtualisation. 

Noble Trade is a wholesale distributor of plumbing, heating, and industrial materials. The company lacked a comprehensive CRM tool that would allow employees to keep a close eye on business relationships. To address these challenges, managers selected Microsoft Dynamics™ CRM Online as the company's CRM solution. 

Learn how a sports apparel company was able to drastically improve customer service by adopting Microsoft Dynamics as their CRM system. 

Join Microsoft Dynamics CRM technology evangelist Phillip Haase in this webcast to learn about the Microsoft strategy and investments in enterprise CRM solutions and to understand how these solutions address the requirements for users, management, and IT.