Customer Relationship Management (CRM) Software, Hardware, Services and Research Papers

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Use effective call centers to build customer loyalty by Infor CRM

February 08, 2012 - (Free Research) This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty.

(EGUIDE)

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Apply the power of CRM to build customer loyalty by Infor CRM

February 07, 2012 - (Free Research) This tip guide comes straight from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Read on to learn how to utilize today's technologies for enhancing customer relationship management (CRM) strategies.

(EGUIDE)

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The Effectiveness of Live Chat: A Research Study by LogMeIn, Inc.

February 01, 2012 - (Free Research) Learn more about the effectiveness of and customer's thoughts about live chat technology from the results of this survey.

(WHITE PAPER)

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Adapt your contact center for increased customer satisfaction by inContact

January 20, 2012 - (Free Research) This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money.

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BoldChat Whitepaper: Proactive Chat by LogMeIn, Inc.

February 06, 2012 - (Free Research) If you are unfamiliar with proactive chat or already have proactive chat software and want to learn how to make the most of it, then check out this white paper to gain a strong understanding.

(WHITE PAPER)

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The Social-Powered Enterprise by Salesforce.com

February 06, 2012 - (Free Research) This e-book is designed to help you embrace the rise of social media, to harness its power and put it to work throughout the company. It’s based on our experience helping thousands of companies put the power of social media to work. It also discusses the benefits of social-powered selling, including greater reach and better close rates.

(EBOOK)

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The Social Sales Revolution by Salesforce.com

February 06, 2012 - (Free Research) This e-book examines how some of today’s most successful reps approach social sales. Among others, you’ll meet a wine salesman with almost a million Twitter followers, a global manufacturer who is taking orders on Facebook, and a storage saleswoman who used Twitter and other tools to exceed her quota by 200%.

(EBOOK)

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Gartner Research Report: SaaS E-Signature in North America by DocuSign, Inc.

January 20, 2012 - (Free Research) This brief yet informative analyst report from Gartner Research Inc., explains why Software-as-a-Service (SaaS) eSignature systems are gaining popularity in North America and their pros and cons.

(ANALYST REPORT)

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Service. Smarter. Thriving in the age of the empowered customer by IBM

January 30, 2012 - (Free Research) In this white paper, learn all about IBM's smarter commerce approach, which considers the entirety of the business-to-business (B2B) and business-to-consumer (B2C) experience. Read on and gain insight into how you can separate yourself from the competition by offering outstanding customer care in the days, months and even years after a sale.

(WHITE PAPER)

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Sell. Smarter. Thriving in the age of the empowered customer by IBM

January 30, 2012 - (Free Research) Read this brief white paper and learn about some smarter commerce technologies available from IBM, including cross-channel selling, distributed order management, customer integration and collaboration and much more! You also will gain insight into different supply chain management platforms that IBM has to offer.

(WHITE PAPER)

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Cognos Business Intelligence for Report Authors by IBM

January 24, 2012 - (Free Research) Utilize a complete set of enterprise reports that are easy to build, maintain, secure and deploy, all delivered in a collaborative authoring environment and based on the fundamental principle of "author once — consume anywhere."

(VIRTUAL SEMINAR)

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Reinventing the Web Channel to Maximize B2B Sales and Customer Satisfaction by Oracle Corporation

April 26, 2011 - (Free Research) As e-commerce continues to grow, customer expectations for B2B e-commerce are changing rapidly. Business to business (B2B) companies that wish to grow and become more profitable are realizing that the old ways of doing business are insufficient and are investing in e-commerce platforms.

(WHITE PAPER)

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Commerce Anywhere: A Business and Technology Strategy to Maximize Cross-Channel Commerce Growth by Oracle Corporation

April 26, 2011 - (Free Research) E-commerce has gone from fringe to foundation. Now, businesses must tailor their customer serivce approach to the more complex "anytime, anywhere" customer with mobile device in hand. This white paper from Oracle details the "commerce anywhere" approach.

(WHITE PAPER)

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Leverage WFM for exceptional customer experiences by Infor WFM Workbrain

December 16, 2011 - (Free Research) Read this white paper to discover strategies for leveraging workforce management (WFM) to improve customer service, and thus increase customer satisfaction and retention.

(WHITE PAPER)

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Words for the Ys: How to Leverage a Generation’s Strengths and Improve its Staying Power in the Contact Center by Calabrio, Inc.

January 25, 2012 - (Free Research) This white paper provides insight on how to retain Generation Y contact center employees so your business can flourish and stay within budget.

(WHITE PAPER)

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North American Contact Center Industry 2011: A Mid-Year Update and Forecast by Calabrio, Inc.

January 25, 2012 - (Free Research) This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry.

(WHITE PAPER)

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The Inner Circle Guide to Speech Analytics by Calabrio, Inc.

January 25, 2012 - (Free Research) Read this comprehensive paper to gain valuable information for getting the most out of a speech analytics system.

(WHITE PAPER)

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Can Your Center Keep Up with the Changes? Manage the Avalanche of Complexity and Still Control Costs by Calabrio, Inc.

January 25, 2012 - (Free Research) Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes.

(WHITE PAPER)

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Making WFM Work: Best Practices and ROI Model by Calabrio, Inc.

January 24, 2012 - (Free Research) There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.

(WHITE PAPER)

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Top 5 Ways to Make IVR Work For You and Your Customers by inContact

January 18, 2012 - (Free Research) This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems.

(WHITE PAPER)

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Customer Experience Exchange E-Zine Issue 2 by SearchCRM

January 31, 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)

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Case Study: Bromford Group Sets Solid Foundation With Virtualised Fluid Data Storage by Dell Compellent

July 01, 2011 - (Free Research) Like many organisations, data at Bromford Group falls into two distinct groups. On one side is a Microsoft SQL database that tracks customer relationship management, records of tenants and properties. On the other side is all of the data that runs the business itself: Microsoft Exchange, corporate files, and network drives crammed with documents.

(CASE STUDY)

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Smarter Commerce for Consumer Electronics White Paper by IBM

January 30, 2012 - (Free Research) When we talk about the world becoming increasingly interconnected, instrumented and intelligent, the most ubiquitous example is the smartphone. It collects and disseminates data while its users are at home and on the go, serving up just as much socially driven info as static, always-there web content. This white paper outlines smarter commerce.

(WHITE PAPER)

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B2B Benchmark Assessment for B2B Services Sector by IBM

January 30, 2012 - (Free Research) Take the time now and find out how your organization's sales processes to configure, price and quote complex business-to-business (B2B) offers ranks against the market leaders in the B2B services, communications, software, IT services and B2B advertising sectors.

(ASSESSMENT TOOL)

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Smarter Commerce Manufacturing Interactive Guide by IBM

January 30, 2012 - (Free Research) Smarter commerce is designed to help companies better integrate and more effectively manage their value chains. It aligns the buy, market, sell and service processes in a way that puts the customer at the center of decisions and actions, which can lead to greater customer loyalty, revenue and profit margin growth.

(VIRTUAL SEMINAR)

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