Customer Relationship Management (CRM) | Customer Interaction Management | Customer Service (General) | Customer Experience Management (CEM) | On-line Customer Support | Integrated E-Commerce Solutions | Customer Information Management/ Customer Databases | Business to Consumer Web Commerce | Customer Self-service/ e-Self Help | Customer Data Integration

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SQL Server 2000 Security Best Practices by Global Knowledge Network, Inc. November 2004 - (Free Research) The security of SQL Server database servers has become a top priority for database administrators. This article examines best practices that can be employed to secure Microsoft SQL Server 2000 databases. It provides an overview of the security model in SQL Server 2000 and discusses best practices you can employ to secure yours. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Customer Experience Exchange E-Zine: Bridging the Customer Experience Chasm by Tealeaf November 2011 - (Free Research) With rapidly changing demands, customer experience management (CEM) can be a tricky craft within your organization's processes. Customer Experience Exchange is a brand new bi-monthly e-zine focused on CEM tips, best practices and techniques. Check out the first ever issue now, exclusively here. (EZINE) VIEW ABSTRACT | GO TO

Computer Weekly - 7 February 2012: IT investment priorities by ComputerWeekly.com February 2012 - (Free Research) In this week’s Computer Weekly, we examine exclusive research into the investment priorities of UK IT decision-makers, which shows virtualisation, Windows 7 and security as the top areas for spending this year. We analyse the changing nature of database architecture; and the BBC’s Chief Technology Officer talks about IT plans for the broadcaster. (EZINE) VIEW ABSTRACT | GO TO

Reinventing the Web Channel to Maximize B2B Sales and Customer Satisfaction by Oracle Corporation April 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) VIEW ABSTRACT | GO TO WHITE PAPER

Commerce Anywhere: A Business and Technology Strategy to Maximize Cross-Channel Commerce Growth by Oracle Corporation April 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) VIEW ABSTRACT | GO TO WHITE PAPER

European cross-border e-commerce by ComputerWeekly.com January 2012 - (Free Research) European consumers' growing use digital channels as part of their shopping experience is driving retailers’ focus on delivering efficient online, cross-border operations in Europe, this research report from Accenture reveals. (IT BRIEFING) VIEW ABSTRACT | GO TO

Analyst's take: Microsoft Dynamics CRM boosts customer service and company profits by ComputerWeekly.com February 2011 - (Free Research) Microsoft Dynamics CRM enables organizations to improve customer service, effectively manage marketing and communications, and increase sales productivity, ultimately driving increased profits and reduced costs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Computer Weekly 15 November 2011: Read this week's issue of the UK's leading technology publication, with all the latest news, analysis and opinion for IT managers by ComputerWeekly.com November 2011 - (Free Research) In this week's Computer Weekly, we hear from Visa Europe CIO Steve Chambers on the technology behind the credit card transactions that retailers rely on. We examine the challenges facing the government's G-Cloud project; and we ask how Microsoft will cope when customers no longer want to purchase software licences. Download the new issue now. (EZINE) VIEW ABSTRACT | GO TO

Booz&Co: M-Commerce Comes of Age. Collaborate to Succeed by ComputerWeekly.com September 2011 - (Free Research) This perspective paper covers the forces that are driving the m-commerce market, the benefits available, and the kinds of business models and partnerships that are seeking to achieve that credible scale over time. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Total Economic Impact Of Click to Call And Click to Chat by Oracle Corporation April 2011 - (Free Research) This white paper provides an overview of the results of a Forrester Consulting survey on the total economic impact and potential return on investment of deploying click to call and click to chat solutions. Continue reading to learn about the evaluation methods, results and more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cross-Channel Commerce: A Consumer Research Study by Oracle Corporation April 2011 - (Free Research) The number of channels which consumers use to research and purchase products or services is growing. This white paper takes a look at a recent survey of consumer buying habits in regards to the number of channels they use when shopping and how businesses can provide a better experience across these channels for their customers. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

A realist's guide to building bottom line revenue and customer loyalty with social CRM by SugarCRM Inc. October 2011 - (Free Research) Is social CRM just hype or is it really worth your business's time? Read this eBook from SearchCRM.com for expert advice. (EBOOK) VIEW ABSTRACT | GO TO

Removing Struggle from Online Shopping: Findings from Econsultancy's Customer Experience Survey by Tealeaf November 2011 - (Free Research) This is a white paper compiled of survey findings on understanding a business' online customer experience. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Computer Weekly – 20 December 2011: Read this week’s issue, featuring: retail IT issues for Christmas; the cost of software failure; the founder of agile development by ComputerWeekly.com December 2011 - (Free Research) In this week's issue of Computer Weekly, we look at the key technologies that retailers are turning to for IT-enabling customers' Christmas shopping. We examine research revealing the huge cost of application software that fails to meet requirements; and we talk to one of the pioneers of agile software development. Download the new issue now. (EZINE) VIEW ABSTRACT | GO TO

IDC Case Study: Optimizing eCommerce Decisions at TIAA-CREF by Oracle Corporation December 2010 - (Free Research) This IDC case study examines the benefits TIAA-CREF, a Fortune 100 financial services firm, gained from automating their eCommerce marketing. By deploying Oracle Real-Time Decisions, TIAA-CREF was able to apply intelligent process automation to customize online customer interactions. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Security Whitepaper: Google Apps Messaging and Collaboration Products by Google Apps July 2010 - (Free Research) Content Provided by Google. Google Apps provide familiar, easy to use products and services for business settings. These services enable customers to access their data virtually anytime and anywhere from Internet-capable devices. This computing environment is called "the cloud." Read this white paper to learn more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Secure SOA Infrastructure - Better Control Mission Critial SOA Deployments by Forum Systems September 2005 - (Free Research) Industry wide SOA rollouts have seen enterprises deploy critical supporting infrastructure around Web services security and Web services management. Forum Systems and Oracle Corporation "Secure SOA Infrastructure" is a market-leading solution that integrates software and hardware for mission critical SOA deployments. Find out more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Forum Sentry™ - Web Services Security Gateway - Drive Return on Investment by Forum Systems Forum Sentry™ provides a security infrastructure that drives a return on investment by enabling secure XML and Web services communications for mission critical applications. Forum Systems is the leader in Web Services Security.  (SOFTWARE PRODUCT) GO TO DETAILED REPORT

The Effectiveness of Live Chat: A Research Study by LogMeIn, Inc. February 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) VIEW ABSTRACT | GO TO WHITE PAPER

Computer Weekly - 17 January 2012: featuring the future of IT education; G-Cloud in action; networking challenges by ComputerWeekly.com January 2012 - (Free Research) In this week’s issue of Computer Weekly, we look at the future of computer science education now the government has scrapped the current ICT curriculum, and what this means for the IT industry. We talk to an early adopter of the government G-Cloud plan; and we examine the key challenges for network architects. Download the new issue now. (EZINE) VIEW ABSTRACT | GO TO

Are your online customers struggling?  Learn how to increase satisfaction and drive revenues by Tealeaf September 2011 - (Free Research) Knowing why a customer is dissatisfied with your company's online interaction is essential to successful online marketing. Read this white paper to learn about Customer Struggle and how you can eliminate it from your online customer interactions. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

IPV6 Transition – Why the rush ? by ComputerWeekly.com December 2011 - (Free Research) This report from Ovum warns that enterprises need to recognise that they will need to move to IPv6, even if they have IPv4 addresses available. They should treat IPv6 like any other disaster recovery plan. (ANALYST BRIEF) VIEW ABSTRACT | GO TO

Service. Smarter. Thriving in the age of the empowered customer by IBM January 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) VIEW ABSTRACT | GO TO WHITE PAPER

Economic Impact by Google Apps January 2011 - (Free Research) Content provided by Google. In this Forrester Research report, examine an in-depth cost analysis of your peers’ implementations of Google Apps to determine the total economic impact of adopting cloud collaboration services. Review real-world results and calculations covering the ROI of this move. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

IBM SOA Appliances Redefining the Boundaries of Middleware by IBM November 2007 - (Free Research) This white paper details how SOA deployments can be enhanced by SOA appliances which fully support XML and Web Services-based initiatives. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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