WHITE PAPER - This expert white paper from Forrester Research discusses how the role of the sales person has changed in today's digital world and the four types of salespeople in the 21st century.
Posted: May 15, 2012 | Published: May 15, 2012


Topics:  B2B | CRM | Customer Interaction Services | Customer Satisfaction | Customer Service | Sales | Sales Force Automation | Sales Representatives

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

WHITE PAPER - In this paper, you’ll find more details about the trends driving online marketing and advice on how to develop your online marketing strategy to reach goals and deliver maximum value from Web initiatives.
Posted: March 29, 2012 | Published: March 29, 2012


Topics:  CRM | CRM Best Practices | Customer Interaction Services | Customer Satisfaction | Mobile CRM | Online Marketing | Social Networking | Web 2.0

WHITE PAPER - This brief resource outlines 5 steps you can take now to successfully engage customers across channels and realize profits.
Posted: March 22, 2012 | Published: March 22, 2012


Topics:  CRM | CRM Best Practices | Customer Interaction Services | Customer Satisfaction | Customer Service | Customer Service Best Practices | Mobile CRM | Web 2.0

WHITE PAPER - This informative paper addresses how your company can enhance service, lower costs and increase revenue by taking advantage of these new mediums and expanding the ways in which you communicate with your customers.
Posted: March 20, 2012 | Published: March 20, 2012


Topics:  CRM | Customer Interaction Services | Customer Satisfaction | Customer Self-Service | Customer Service | Mobile CRM | Social Networking | Web 2.0

WHITE PAPER - Read this now to learn how single-view software could enhance your customer relationship interactions with more insightful data.
Posted: January 16, 2012 | Published: January 16, 2012


Topics:  CRM | CRM Analytics | CRM Best Practices | Customer Data Integration | Customer Data Management | Customer Interaction Services | eCommerce | Web 2.0 | Web Content Management

WHITE PAPER - Read this paper now to learn how you can implement social data practices into your current customer analytics program.
Posted: January 5, 2012 | Published: January 4, 2012


Topics:  Business Intelligence | Customer Data Integration | Customer Data Management | Customer Interaction Services | Customer Retention | Data Analytics | Social Networking | Web 2.0

WHITE PAPER - E-sellers must personalize their customer interactions. Recent studies show that personalization is a highly effective method for increasing consumer lifetime value for online sellers. It can have a direct and positive impact on the core metrics that make up e-commerce success: loyalty, conversion, retention, and average order size.
Posted: April 25, 2011 | Published: April 25, 2011


Topics:  CRM | CRM Services | Customer Interaction Services | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Service

WHITE PAPER - This paper examines 12 ways in which the Agile methods are valuable.
Posted: January 10, 2011 | Published: January 10, 2011


Topics:  Customer Interaction Services | Customer Satisfaction | Project Management | Project Management Software | Software Development Life-Cycles | Software Development Methodologies | Software Project Management | Software Quality Assurance

WHITE PAPER - Supported by insights from Peppers & Rogers Group and inContact, this white paper will explore the benefits of applying the right mix of self-service and agent-assisted support to meet customer expectations effectively and maximize business outcomes.
Posted: January 10, 2011 | Published: January 10, 2011


Topics:  Customer Data Integration | Customer Data Management | Customer Interaction Services | Customer Satisfaction | Customer Service | Customer Service Best Practices

WHITE PAPER - This white paper discusses the ways in which organizations are striving to maintain excellent customer service for all types of clients while at the same time controlling support costs. Read this white paper to learn more.
Posted: January 10, 2011 | Published: January 10, 2011


Topics:  Call Center Management | Call Centers | Customer Data Integration | Customer Data Management | Customer Interaction Services | Customer Satisfaction | Customer Service

WHITE PAPER - Social channels are here to stay and should be part of your customer engagement strategy, as you will be re­quired to integrate these new channels sooner, rather than later. This paper will help you build the best road map to customer success, integrating both old and new channels into your customer experi­ence strategy.
Posted: November 8, 2010 | Published: November 8, 2010


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

WHITE PAPER - Loyal customers are the lifeblood of a business. Read this paper for a discussion, given by executives Don Peppers and Melissa Boxer, of the four key principles of success in gaining customer loyalty.
Posted: April 2, 2010 | Published: March 2, 2010


Topics:  CRM | CRM Best Practices | Customer Interaction Services | Customer Loyalty | Customer Retention | Customer Satisfaction | Market Trends | Marketing