WHITE PAPER - Use the survey results in this paper from the TheSocialCustomer.com to find out how organizations are utilizing social channels to engage their customers, and integrate these methods into your own customer experience strategy.
Posted: February 1, 2012 | Published: June 30, 2009


Topics:  CRM | CRM Best Practices | Customer Data Integration | Customer Interaction Services | Customer Satisfaction | SAP (Product) | Social Computing | Social Networking

CASE STUDY - Read this Bloomberg Businessweek case study to learn how Israeli auto importer Colmobil Corp. changed its entire organizational structure and business processes, and, as part of the transformation, overhauled its legacy technology infrastructure to improve its customers' experiences and create business growth.
Posted: February 1, 2012 | Published: January 31, 2011


Topics:  CRM | CRM Analytics | CRM Best Practices | Customer Data Integration | Customer Data Management | Customer Satisfaction | ERP | Systems Integration

WHITE PAPER - Access today’s whitepaper to learn more about the best practices for mobile devices support and a solution that can help you make your mobile support be better – and smarter.
Posted: February 1, 2012 | Published: February 1, 2012


Topics:  CRM | Customer Retention | Customer Satisfaction | Customer Service | Customer Support Software | Help Desk Software | Help Desks | Mobile Device Management | Remote Access Software | Smart Phones | Tablet PC

ESSENTIAL GUIDE - This nine-page Buyer's Guide to Customer Relationsip Management (CRM) analyses the factors CIOs and senior IT professionals will need to consider as they plan their CRM strategies.
Posted: January 31, 2012 | Published: October 5, 2011


Topics:  B2B | B2C | CIOs | CRM | CRM Analytics | CRM Best Practices | CRM Services | CRM Software | eCommerce | eCommerce Services | eCommerce Software | Social Networking

EZINE - 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.
Posted: January 31, 2012 | Published: January 31, 2012


Topics:  Call Center Management | Call Centers | Contact Center Management | CRM | Customer Satisfaction | Customer Service | Customer Service Best Practices

WHITE PAPER - This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry.
Posted: January 31, 2012 | Published: January 25, 2012


Topics:  Call Center Management | Call Centers | Contact Center Management | Contact Centers | CRM | CRM Best Practices | Customer Satisfaction | Customer Service | Customer Service Best Practices

WHITE PAPER - 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.
Posted: January 31, 2012 | Published: January 25, 2012


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | CRM | Customer Service

WHITE PAPER - 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.
Posted: January 31, 2012 | Published: January 24, 2012


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Center Workforce Management | Contact Center Workforce Management Software | Contact Centers | CRM | CRM Software | Customer Service | Workforce Management Software

WHITE PAPER - 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.
Posted: January 30, 2012 | Published: January 30, 2012


Topics:  CRM | Customer Data Integration | Customer Service | Mobile CRM | Mobile Device Management | Smart Appliances | Smart Phones | Value Chain Integration | Value Chain Management

VIRTUAL SEMINAR - 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.
Posted: January 30, 2012 | Premiered: January 30, 2012


Topics:  CRM | Customer Data Integration | Customer Data Management | Customer Satisfaction | Customer Service | Value Chain Integration | Value Chain Management | Value Chains

ASSESSMENT TOOL - 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.
Posted: January 30, 2012 | Published: January 30, 2012


Topics:  B2B | B2B Integration | Configuration Management | CRM | Customer Data Integration | Customer Service | Price Quotes

PODCAST - Join author David J. Gardner for a podcast that explains the key to making mass customization more efficient. Using examples of cable service providers and McDonald’s, clients will see how they can tune their infrastructure to make exceptions less exceptional and keep profitability on track.
Posted: January 30, 2012 | Premiered: January 30, 2012


Topics:  CRM | Customer Data Management | Customer Service | Infrastructure Management | Infrastructure Services

VIRTUAL SEMINAR - 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."
Posted: January 24, 2012 | Premiered: January 24, 2012


Topics:  Business Intelligence | Business Intelligence Software | CRM | CRM Best Practices | CRM Software | Customer Retention | Customer Service | Customer Service Best Practices

VIRTUAL SEMINAR - See how to use built-in collaboration and social networking tools to connect people and insights and achieve better business results.
Posted: January 24, 2012 | Premiered: January 24, 2012


Topics:  Business Intelligence | Business Intelligence Software | Collaboration | CRM | CRM Analytics | Social Networking | Web 2.0

WHITE PAPER - Read this white paper to learn four stages of organizational capabilities and associated customer analytics strategies to help gain deeper customer insight.
Posted: January 24, 2012 | Published: January 24, 2012


Topics:  Business Intelligence | CRM | CRM Analytics | CRM Best Practices | Customer Data Integration | Customer Data Management | Customer Service