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Browse Directory>   Business Solutions>  Sales and Marketing>  Customer Experience Management (CEM)
 
ALL RESULTS SOFTWARE SERVICES & RESELLERS HARDWARE RESEARCH LIBRARY
 
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Cloud Success in Seven Steps with External Monitoring by Webmetrics, a Neustar service
February 11, 2010 - (Free Research) The use of cloud computing, both internal and external, will grow considerably in the near future. Because of the increased dependency on external parties, the business and IT complexity associated with these solutions is greater than with previous IT waves. The 7 steps outlined in this paper can help you better manage this increased complexity.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

New Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times by eGain Communications Corp.
February 17, 2010 - (Free Research) Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Empowered Customer: Productivity Enhancements in a Digital Era by Microsoft
March 05, 2010 - (Free Research) This white paper discusses how gathering intelligence from multiple sources such as social media, customer service centers and online support, and then transforming that intelligence into productivity improvements are vital steps in transforming customer service in the digital age.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Delivering Customer Service via the Contact Center and the Web by Microsoft
September 01, 2009 - (Free Research) This Aberdeen Research report provides an in-depth look how contact centers can significantly improve customer satisfaction by better understanding the process, procedures and technologies used by industry leaders.
(ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Service Benchmarking and Measurement: Using Metrics to Drive Customer Satisfaction and Profits for Contact Centers by Microsoft
June 01, 2009 - (Free Research) The ability to measure, monitor, assess, and track KPIs is critical to any organization's ability to manage its service operations. This report reveals how “Best-in-Class” contact and call center firms, distinguish themselves from the others.
(ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

Webinar: Transitioning to the Cloud - Implications for Reliability, Redundancy and Recoverability by RightScale
February 24, 2010 - (Free Research) Hear from leading experts in cloud computing to gain real-world insight into how their customers are using cloud computing and achieving new levels of backup, recovery and reliability. In this webinar, learn how you can migrate your apps and data to the cloud in a way that's affordable and reliable.
(WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Self-Service: Putting Customers First Makes You a Winner by Microsoft
April 01, 2009 - (Free Research) This paper examines the business and call center trends driving automation, and provides insight on finding the right balance between self-service and live agent support. 
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

CRM Built for Marketing: The Executive Guide to Selecting CRM that Meets Marketing Needs by Pivotal CRM, a CDC Software solution
July 23, 2009 - (Free Research) How can a company ensure that their marketing department's needs are represented when choosing an enterprise-level CRM system? This white paper provides core principles companies can use to help them select a CRM system that each marketing team member feels was built just for them.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

JN Data Improves End-User Services through More Effective Web Application Management by CA
February 19, 2009 - (Free Research) Read this paper to learn how using the CA Wily Application Performance Management (APM) solution consisting of CA Wily Introscope® and CA Wily Customer Experience Manager™, JN Data better manages Web applications through faster diagnosis of problem root causes in its customers’ heterogeneous environments.
(CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Application Performance Management: Optimizing the Economics of Web Transactions by CA
March 04, 2010 - (Free Research) View this exclusive webcast with key experts from Gartner and CA to learn how to achieve true performance and availability management for your mission critical, revenue-generating applications.
(WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Better Customer Insight, Better Bottom Line: Gaining Insight from Unified Information Access by Attivio, Inc.
December 01, 2008 - (Free Research) In order to protect revenue and ensure the continuation of a company's most important customer relationships, it takes a 360 degree view of every customer to drive retention and loyalty improvement. Read this white paper to discover the uses and advantages of unified information access as well as VOC (voice of the customer) efforts.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know by eGain Communications Corp.
February 17, 2010 - (Free Research) This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

7 Habits of Highly Effective Contact Centers and Help Desks by eGain Communications Corp.
February 17, 2010 - (Free Research) In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Frost and Sullivan: Customer Experience Management: A Business Imperative beyond a Technology Solution by Hewlett-Packard Company
February 22, 2010 - (Free Research) In this white paper, Frost & Sullivan, a global consulting and research firm, shares real-world insights from its latest comprehensive study of the value of CEM, including operator strategies driving adoption, best practices and KPIs, and a glimpse into the future of CEM.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Achieving Service Excellence Across The Enterprise by Numara Software
February 01, 2009 - (Free Research) Common problems with interdepartmental handling of customer issues include a mismatch of priorities, no shared understanding of customer impact, and overall communication problems between teams. The solution is to create enterprise-wide workflow and visibility..
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Differentiation through Service Excellence Driving Customer Loyalty and Service Profitability by SAP America, Inc.
September 17, 2008 - (Free Research) 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.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Oracle ONE - News for Midsize Organizations: Q4 by Oracle Corporation
February 11, 2010 - (Free Research) Many studies show it costs five times more to win a new customer than to retain an existing one. In this issue of ONE, we look at how the combination of insight and effective customer-facing processes can help you outshine your competitors and impress your customers enough to keep them with you.
(EBOOK) VIEW ABSTRACT | GO TO

Top 10 Reasons Customers Choose SAP for Business Transformation by SAP America, Inc.
January 01, 2006 - (Free Research) SAP is a customer’s company, whose organization is designed for, and encouraging of, innovation in all its aspects - from product development to product delivery to product implementation. Read this white paper to discover the top 10 reasons why customers choose SAP for their business transformation.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Focusing on Food & Beverage Manufacturers: Three Strategies for Profitability Tomorrow and in Years to Come by Infor CRM
October 22, 2009 - (Free Research) This paper explores the idea that to effectively compete today and into the next generation, F&B manufacturers must rethink their customer relationship management (CRM) strategies. Read on to learn the three strategies F&B manufacturers must do if they want to be profitable tomorrow and in the years to come.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cashing in on Customer Intelligence in the Financial Services Industry by Infor CRM
October 22, 2009 - (Free Research) In this 1to1 Executive Dialogue, Don Peppers and Steve Muran talk about the importance of customer retention, the need to integrate disparate sources of data, and the opportunity for financial institutions to rebuild customer trust as a means to competitive advantage.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Infor CRM Epiphany for Hospitality by Infor CRM
July 01, 2009 - (Free Research) Infor CRM Epiphany for Hospitality provides the integrated marketing, customer service, and analytics capabilities hotels, casinos, and other hospitality companies need to deliver exceptional service at every touch point.
(BROCHURE) VIEW ABSTRACT | GO TO

Infor CRM Epiphany For Consumer Products by Infor CRM
July 01, 2009 - (Free Research) Infor CRM Epiphany helps you make the most of customer interactions and improve your sales, marketing, and service operations in order to increase loyalty, enhance brand preference, and boost profitability.
(BROCHURE) VIEW ABSTRACT | GO TO

Infor CRM Interaction Advisor by Infor CRM
July 22, 2009 - (Free Research) Watch this product demo to learn how Infor CRM Interaction Advisor will fuel organic growth by driving lifetime customer loyalty and increase value at every customer touch point without replacing any existing systems.
(PRODUCT DEMO) VIEW ABSTRACT | GO TO

Making Interactions More Intelligent Across All Channels in the Retail Finance Industry by Infor CRM
July 22, 2009 - (Free Research) In this paper you will learn the best practices and the bottom-line benefits in multi-channel inbound marketing. Read on to learn more about multi-channel inbound marketing and how Infor CRM Epiphany Inbound Marketing for Retail Finance can help drive revenue out of each customer interaction.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Innovative Marketing Strategies for Individual and Personal Lines Insurers by Infor CRM
July 22, 2009 - (Free Research) In this paper you will learn just how important each customer interaction is and how companies are turning to Infor CRM Epiphany Inbound Marketing for Insurance to be able to manage their customers on a highly personal basis which greatly increases customer loyalty and satisfaction which will ultimately increase sales and profitability.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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