WHITE PAPER - Access this white paper to discover how a better, smarter approach to commerce can eliminate the potential for unhappy customers and improve your reputation and brand. In today’s highly competitive marketplace, ensuring your customers are satisfied with your services is worth the extra effort.
Posted: May 21, 2012 | Published: May 1, 2012


Topics:  Business Management | Business Process Management | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Service | Customer Service Best Practices | IT Management

CASE STUDY - Access this exclusive case study to gain insight on how Netherlands Railways, the nation's largest and Europe's busiest, was able to save € 20 million annually by crafting an optimized operating plan that improves service quality, reduces costs, and provides guidance for future infrastructure investments.
Posted: May 18, 2012 | Published: May 1, 2012


Topics:  Business IT Alignment | Business Management | Business Process Management | Customer Retention | Customer Satisfaction | Customer Service | IT Infrastructure | IT Management

WHITE PAPER - Access this white paper to discover a smart approach to commerce. In this era of the empowered consumer, customer relationship management is a vital to your enterprises success. Discover a smarter commerce strategy that enables you to reduce, or avoid, the potential for unsatisfied customers.
Posted: May 18, 2012 | Published: May 1, 2012


Topics:  CRM | CRM Analytics | CRM Best Practices | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Service | Customer Service Best Practices

CASE STUDY - USA Technologies sought a solution that offered better QA and testing to meet the expanding demand of transactions at its 48,000 point-of-sale, cashless micro-transaction machines. This paper outlines the solution it chose and how it offers an automated software load and elevated performance testing. Read this to learn more about its benefits.
Posted: May 17, 2012 | Published: May 17, 2012


Topics:  Business Intelligence | Business Intelligence Software | Customer Retention | Customer Satisfaction | Customer Service | Data Analytics | Data Security | eCommerce | Sales Force Automation

EZINE - This edition of the CEM e-zine examines the role social media can play in your company. Learn how Major League Baseball is capitalizing on this revolution to fill its stands even during the darkest of times of the season, why Pinterest is such a success and how Dell measures it's social media success by tracking 22,000 daily online comments.
Posted: May 16, 2012 | Published: May 16, 2012


Topics:  CRM | CRM Best Practices | CRM Services | Customer Loyalty | Customer Retention | Customer Service | Customer Service Best Practices | Data Analytics | Social Computing | Social Networking | Web 2.0

PRESENTATION TRANSCRIPT - The Carrier Cloud is a superior class of public cloud services, which serves customers better and enables MSPs to further leverage the cloud for their own business benefits.
Posted: May 15, 2012 | Published: May 15, 2012


Topics:  Cloud Computing | Cloud Disaster Recovery | Cloud Management | Cloud Security | Cloud Storage | Cloud Storage Services | Customer Loyalty | Customer Retention | Customer Satisfaction | Hybrid clouds | Management Service Providers | Networking | Private Cloud | Private cloud computing | Public Cloud | Public cloud computing | SLA

EGUIDE - This expert e-guide provides insight on customer experience management, how to build it, and why companies are no longer focusing on cloud v. on-premise for CRM solutions.
Posted: May 9, 2012 | Published: May 9, 2012


Topics:  CRM | CRM Best Practices | CRM Software | Customer Interaction Services | Customer Retention | Customer Satisfaction | Customer Service

WEBCAST - Uncover the details about the Carrier Cloud: A better class of public cloud services that will serve customers better and also further enable MSPs to exploit the cloud for their own business benefits.
Posted: May 7, 2012 | Premiered: April 24, 2012


Topics:  Cloud Computing | Cloud Disaster Recovery | Cloud Management | Cloud Security | Cloud Storage | Cloud Storage Services | Customer Loyalty | Customer Retention | Customer Satisfaction | Hybrid clouds | Management Service Providers | Networking | Private Cloud | Private cloud computing | Public Cloud | Public cloud computing | SLA

WHITE PAPER - Read this paper to learn how the changing face of customer loyalty is affecting retailers now and in the future. Learn how to gain advantage from more adept use of technology and data, and the importance of effective customer insight to stay attuned to fast-changing customer behavior and sentiments.
Posted: April 27, 2012 | Published: December 31, 2011


Topics:  CRM | Customer Data Integration | Customer Interaction Services | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Service | Loyalty Programs | Retail Channels

WHITE PAPER - This white paper takes a look at speech analytics and how companies are using cloud-based solutions to transform customer conversations into business insight.
Posted: April 25, 2012 | Published: April 25, 2012


Topics:  Content Analytics | CRM | CRM Analytics | CRM Analytics Software | Customer Interaction Services | Customer Loyalty | Customer Retention | Customer Service

WHITE PAPER - This paper outlines the five fundamentals for a successful FCR program.
Posted: April 25, 2012 | Published: April 25, 2012


Topics:  Call Center Management | Call Center Services | Call Centers | Customer Interaction Services | Customer Retention | Customer Service | Customer Service Best Practices

CASE STUDY - The Cincinnati Zoo is a shining example of how analytics and business intelligence (BI) can be used to derive valuable insight on your customers and turn it into smarter and better decisions. This case study shows how the zoo capitalized on a BI and analytics platform to increase revenue across all facets of its operation.
Posted: April 19, 2012 | Published: April 19, 2012


Topics:  Business Intelligence | Business Intelligence Software | CRM Analytics | Customer Data Integration | Customer Data Management | Customer Retention | Data Analytics | Data Management | Information Management

WHITE PAPER - Analytics offer insight and can help you make better, smarter decisions - both of which can enable positive customer experiences. In today's wide-open business environment, customers have plenty to choose from. This paper explains why using analytics to your advantage is key to fostering successful customer relationships.
Posted: April 19, 2012 | Published: April 19, 2012


Topics:  Business Intelligence | Business Intelligence Software | CRM | CRM Analytics | CRM Analytics Software | Customer Data Integration | Customer Data Management | Customer Loyalty | Customer Retention | Customer Service | Data Analytics | Data Management | Data Management Software

WEBCAST - This webcast discusses how to understand customer perspective, increase customer lifetime value, and ultimately maximize the value of customer experience management (CEM).
Posted: April 2, 2012 | Premiered: April 2, 2012


Topics:  CRM | CRM Best Practices | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Service | Customer Service Best Practices

ANALYST REPORT - Access this useful paper to discover how you can use multi-channel marketing to target the right customer with the right content at the right time.
Posted: March 29, 2012 | Published: March 29, 2012


Topics:  CRM | CRM Best Practices | Customer Interaction Services | Customer Loyalty | Customer Retention | Customer Satisfaction | Social Networking | Web 2.0