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Most Popular White Papers and Webcasts CRM Research

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Published: Fri, 17 Nov 2017 14:30:09 EST

Last Build Date: Fri, 17 Nov 2017 14:30:09 EST


A Look at 5 Contact Center Automation Tools

Fri, 27 Oct 2017 24:00:00 EDT

In this expert e-guide, learn about what you need to consider when making contact center purchasing decisions, 5 contact center automation tools to know, and the top 5 benefits of speech analytics. Published by: Genesys

Your Guide to Omnichannel Customer Support

Mon, 30 Oct 2017 24:00:00 EDT

The customer determines the best way to engage with your company based on their needs and preferences. So how can you anticipate which channels a customer will need or want? Learn what omnichannel support entails, how a strategy can benefit your business, what factors are driving channel preferences, and more. Published by: Zendesk

Case Study: Omnilife Increases Sales, Customer Retention and Agent Productivity

Sat, 31 Dec 2016 24:00:00 EST

In this case study, learn how Omnilife (a dietary supplement distributor) improved their existing customer service strategy, and increased sales across channels within their multi-level marketing model. Published by: Genesys

Increasing Sales with Speech Analytics

Fri, 27 Oct 2017 24:00:00 EDT

This case study explores how Neutron Industries, a cleaning and maintenance solutions provider, automated quality management to improve their agents' skills – enabling them to deliver exceptional service and improve sales. Published by: Genesys

The Guide to Omnichannel Customer Engagement

Fri, 27 Oct 2017 24:00:00 EDT

In this guide to omnichannel customer engagement, gain ideas on how your organization can create customer experiences that are streamlined, simple, and fully informed and effective – all to meet the needs and preferences of your customers. Published by: Genesys

7 Steps for Delivering Next-Generation Digital Customer Service

Fri, 27 Oct 2017 24:00:00 EDT

According to a survey conducted by Altimeter Group, 42% of businesses are investing in new digital channels to more effectively serve their clients. Companies understand the urgent need to create engaging and effortless digital experiences. In this white paper, uncover 7 steps for delivering a next-generation digital customer service strategy. Published by: Genesys

Supporting Customer Experience Initiatives Through Productivity and Process

Fri, 27 Oct 2017 24:00:00 EDT

In this IDC paper, learn what it means to the overall organization to be a CX–focused organization, the impact, benefits, and challenges of pursuing a customer experience strategy, and examples of organizations that have effectively used tools to support service and contact center agents. Published by: Zendesk

Case Study: How the FCC Improved Their Consumer Help Center

Fri, 27 Oct 2017 24:00:00 EDT

Learn how the Federal Communications Commission (FCC) built up their consumer help center to handle the 450,000 complaints per year they receive with lower cost to taxpayers. Published by: Zendesk

Secrets of the Most Productive Salespeople

Thu, 26 Oct 2017 24:00:00 EDT

Read this e-book to uncover the 5 tips and tricks from sales leaders on how you can maximize time spent selling and focus more on connecting with your customers. Published by: Salesforce

How Uber Grew With Customer Support and Chat Behind the Wheel

Wed, 25 Oct 2017 24:00:00 EDT

Everyone knows Uber, but behind the wheel? A complex ecosystem that keeps the driver and rider connected and processes running smoothly. Discover how customer support and chat tools supported Uber's business growth. Published by: Zendesk

Cloud CRM Software: Vendor Comparison Report

Wed, 25 Oct 2017 24:00:00 EDT

According to Gartner, over 85% of customer service and support software will be delivered on a cloud-based model by 2019. In this Gartner report, compare strengths and weaknesses of cloud CRM software from top vendors including CRMNEXT, Microsoft, Oracle, Salesforce and many more. Published by: Zendesk

Providing Great Customer Service Through Social Media

Wed, 25 Oct 2017 24:00:00 EDT

One of the first challenges to providing great customer service is where to focus your time and resources. Providing great customer service through social media can be a way to get around this hurdle. Learn how you can get started with developing a social customer service strategy of your own. Published by: Zendesk

Interaction Analytics Capabilities

Tue, 24 Oct 2017 24:00:00 EDT

Learn how to uncover key insights from customer conversations by using the most comprehensive speech and text analytics to maximize business value. Published by: Genesys

Critical Capabilities for Contact Center Infrastructure, Worldwide

Mon, 22 May 2017 24:00:00 EDT

Explore 3 use cases that represent the most common configurations for contact center infrastructure. Plus, find out how to support more engaging, omnichannel customer service and incorporate unified communications and collaboration technology more effectively into your contact center operations. Published by: Genesys

Mobily Transforms Complaint Handling

Sat, 31 Dec 2016 24:00:00 EST

This case study explores how Mobily, a telecommunications organization, drove up efficiency by engaging their workforce in the service process. Learn how they saw a 35% increase in their customer satisfaction, a 92% increase in their SLA achievements, and more. Published by: Genesys

Battle of the CRM Tools

Mon, 23 Oct 2017 24:00:00 EDT

CRM platforms today are rich, powerful tools for marketers, sales and customer-oriented professionals. But you can easily drown in all of the options thrown in your direction. Let our guide; Battle of the CRM Tools, assist you in making an informed CRM buying decision. Explore survey results, strategy ideas, and product reviews from your peers. Published by: TechTarget

CRM Evolves Towards Digital Customer Engagement

Mon, 23 Oct 2017 24:00:00 EDT

This e-guide focuses on how customer relationship management has evolved towards engaging with customers through every channel, with digital to the fore. Published by:

The Customer Engagement Benefits of CRM Tools

Mon, 16 Oct 2017 24:00:00 EDT

In this expert e-guide, explore how Starbucks and Wal-Mart decided to shake up their customer engagement strategies, and the results of doing so. Then, uncover how CRM tools can improve much more than just customer engagement. Published by: Microsoft

IoT Revamps Field Services & Customer Engagement

Mon, 16 Oct 2017 24:00:00 EDT

Including insights from Andrew Leigh (VP of Alliances at Jitterbit) and Scott Amyx (CEO of Amyx+), this expert guide explores how field services can be supercharged with an integrated IoT strategy, and how the IoT enhances customer engagement for brands and marketers. Published by: Microsoft

The CRM Market Today

Mon, 16 Oct 2017 24:00:00 EDT

In this e-guide, uncover how Microsoft is establishing new incentives and compensation strategies to better align field sales and channel partners, and how (and why) Microsoft is planning to focus its future on Dynamics 365, AI and digital transformation. Plus, learn how new CRM tools are revolutionizing engagement. Published by: Microsoft

Computer Weekly – 3 October 2017: Digitally preserving history

Fri, 29 Sep 2017 24:00:00 EDT

In this week's Computer Weekly, we find out how cloud technologies are helping Gibraltar to digitally preserve historic documents and safeguard its cultural heritage. We examine progress on the roll-out of the new NHS national network. And our latest buyer's guide looks at cloud-based ERP software. Read the issue now. Published by:

7 Steps for Delivering Next-Generation Digital Customer Service

Thu, 14 Sep 2017 24:00:00 EDT

According to Altimeter Group, 88% of businesses are currently undergoing a digital transformation, and 42% are investing in new digital channels to more effectively serve clients. That means companies understand the urgent need to create engaging digital experiences. Discover7 steps to delivering next-gen digital customer service. Published by: Genesys

Contact center software features help fulfill the customer's journey

Thu, 31 Aug 2017 24:00:00 EDT

From cutting costs to guaranteeing a better customer service experience, contact center infrastructure updates can make a huge difference. In tis expert handbook, learn how to analyze, consider and choose the right contact center software for your organization. Published by: SearchCRM

Top 7 Contact Center Dos & Don'ts

Wed, 30 Aug 2017 24:00:00 EDT

Customer service agents set the tone for a customer's interactions with a company. In this expert e-guide, Rick Merson, Global Operations Director at Atento, explains how to improve the experience with the top 7 contact center management dos and don'ts. Published by: NICE Systems, Inc

Boost Contact Center Service (Without Adding Agents)

Wed, 30 Aug 2017 24:00:00 EDT

Contact center service is critical to customer experience, so you need to ensure that your company's call center agents have the right tools and techniques for the job. Scott Sachs, President of SJS Solutions and a contact center pro, explains how to level-up your contact center ... without adding players. Published by: NICE Systems, Inc

A Computer Weekly Buyer's Guide to Customer Experience

Thu, 10 Aug 2017 24:00:00 EDT

Discover how to craft data-first CRM strategies and get tips about coordinating data sources for effective CRM, 5 ways to reduce risks for Salesforce deployments, and the pros and cons of current CRM software offerings. Published by:

Transforming Workforce Technology is the Key to Improving Customer Experience

Tue, 18 Jul 2017 24:00:00 EDT

This Forrester report explores how to leverage employee-facing technologies to improve customer experiences. Uncover key findings about workforce experiences across Asia Pacific and Japan (APJ) to learn how everything from legacy apps to mobile and SaaS impact the employee experience. Published by: Dell EMC and Intel®

Datasheet: SAP Hybris Commerce Cloud

Mon, 12 Jun 2017 24:00:00 EDT

Learn how SAP Hybris Commerce Cloud can help your business become omnichannel, deliver contextual customer experiences, and unify customer processes. Published by: SAP Hybris

Digital Trends Reshaping the Buying Experience

Mon, 12 Jun 2017 24:00:00 EDT

Forrester has found that 75% of B2B buyers prefer to self-educate rather than speak to a sales representative. Uncover more stats, trends, and technologies reshaping the buying experience and what you can do to leverage new tools. Published by: SAP Hybris

CRM Suites For Midsize Organizations

Mon, 21 Nov 2016 24:00:00 EST

Large CRM vendors increasingly offer broader and deeper capabilities that increase their complexity. Still, some vendors are delivering modern interfaces and mobile-first strategies that address specific business problems. Which tools truly work in an enterprise setting? Learn how Forrester has rated 11 CRM vendors. Published by: SAP Hybris

Vendor Analysis for Multichannel Customer Engagement Tools

Thu, 08 Jun 2017 24:00:00 EDT

Forrester has assessed 22 vendors that offer machine learning, personalization, and ad tech features designed to help marketers interact with their audience. Uncover which 5 capabilities companies should look for to make the decision-making process smoother. Published by: SAP Hybris

Infographic: Europe Media Consumption Study Results

Thu, 08 Jun 2017 24:00:00 EDT

TechTarget has surveyed 730 IT professionals in Europe on their media consumption habits. Check out the key results on this infographic. Published by:

11 Hot E-Commerce Vendors And How They Stack Up

Fri, 24 Mar 2017 24:00:00 EDT

In this Forrester Research report, learn why firms are investing in e-commerce technology that supports full spectrum selling, personalized digital customer experiences, data-driven merchant tools, and more. Published by: SAP Hybris

Critical Capabilities for E-Commerce Platforms

Tue, 06 Jun 2017 24:00:00 EDT

30% of e-commerce sites will integrate technology from more than 15 vendors to deliver a digital experience by 2018. Learn which capabilities are critical for B2C and B2B organizations delivering a personalized customer experience across channels. Published by: SAP Hybris

A Computer Weekly Buyer's Guide to SAP Hana Deployment

Tue, 09 May 2017 24:00:00 EDT

SAP's Hana in-memory data platform promises to transform business processes. In this 11-page buyer's guide, Computer Weekly looks at how Hana is changing traditional SAP architecture, how it has streamlined customer services for one business, and why there is confusion over Hana implementation. Published by:

Computer Weekly – 6 June 2017: General Election 2017: Who gets the tech vote?

Tue, 06 Jun 2017 24:00:00 EDT

In this issue of Computer Weekly, as the UK votes for a new government, examine the digital policies in the manifestos of the Conservative, Labour and Liberal Democrat parties, and hear what IT trade body TechUK would like to see for the tech sector from the next administration. Read the issue now. Published by:

CEM Trends in Government and the Public Sector: Serving a New Generation of Citizens

Thu, 01 Jun 2017 24:00:00 EDT

Explore the results of an Aberdeen Group survey that polled 162 organizations regarding trends and best practices for customer experience management (CEM), social media and CRM, and BI, with a specific focus on government and the public sector. Published by: SAP Hybris

Reasons Why Executives Choose SAP Hybris Commerce Cloud

Thu, 01 Jun 2017 24:00:00 EDT

Find out why more executives at both small and large organizations are choosing SAP Hybris Commerce Cloud for their private cloud-based, integrated commerce, CRM, and content management strategies. Published by: SAP Hybris

CMO Review: Navigating Change in the Digital Landscape

Thu, 01 Jun 2017 24:00:00 EDT

Learn what Alicia Hatch, CMO of Deloitte Digital, has to say about the dangers of ignoring the rate of change and the virtues of embracing technology, integration, and agility. Published by: SAP Hybris

Your Guide to Building Customer Loyalty with Analytics

Fri, 26 May 2017 24:00:00 EDT

Happy customers mean a growing business, and for that reason, improving customer service with data analytics should be a top priority. Learn how you can get started on this journey by opening this white paper. Published by: SAS

Computer Weekly:Global Ransomware Attack Could Be a Security Wake-Up Call

Tue, 23 May 2017 24:00:00 EDT

In this week's Computer Weekly, we look at the global WannaCry ransomware attack that spread over 150 countries – will it be the wake-up call to take cyber security seriously? Also, find out how Moscow is leading the way in smart city digitisation. And our latest buyer's guide examines customer experience management. Published by:

Technologies, Strategies & Best Practices for Today's CEM

Mon, 30 Nov 2015 24:00:00 EST

Customer experience management is a growing part of customer relationship management, fueled by new technologies and social media. Access our e-guide, CEM Best Practices: Optimize Customer Relations & Increase Profit for advice on best practices and strategies to optimize your CEM so you can keep up with your consumers. Published by: TechTarget

Salesforce vs. Microsoft Dynamics: Your expert guide to buying, managing and running a CRM system

Tue, 03 Nov 2015 24:00:00 EST

The CRM software market has exploded due to the demand for a more dynamic way to work with customers. Access your expert guide to buying, managing and running a CRM system with a comparison of Salesforce and Microsoft Dynamics, by participating in our CEM and CRM Research Program today. Published by: TechTarget

How to get a 360-degree view of your customers

Tue, 03 Nov 2015 24:00:00 EST

Many companies still struggle with siloed customer information that's outdated, poorly managed or poorly integrated with other systems. Learn about data integration capabilities, legacy systems and data quality initiatives to help you get the big picture of your customers in our expert guide, CEM handbook: The 360 degree view. Published by: TechTarget

A New Measure of Sales Success

Tue, 18 Mar 2014 24:00:00 EDT

Companies today seek to learn all they can about their customers—their preferences, their buying patterns. New technology can help, but such sought-after insight won't come easy. In our guide—A New Measure of Sales Success—our experts provide insight on new sales tools, geolocation technology, and data modeling. Published by: TechTarget

Sales Force Integration for Dummies

Wed, 31 Dec 2014 24:00:00 EST

In this e-book, learn some best practices for integrating Salesforce.comwith your other essential business systems. Discover how to navigate your systems integration lifecycle, 10 do's and don'ts when evaluating a Salesforce integration system, and more. Published by: INFORMATICA

2017 IT Priorities in the Middle East

Wed, 01 Mar 2017 24:00:00 EST

Benchmark your IT spending plans with our in-depth study of IT spending priorities in the Middle East. Published by:

Case Study: How Atom Bank Used CEM To Become The UK's First All-Digital Bank

Mon, 27 Feb 2017 24:02:58 EST

In the digital age, it's become necessary for businesses to constantly rework and reimagine how they interact with their customers. In this case study, learn how Atom Bank became the UK's first all-digital bank. Discover how customer experience technology was implemented to allow customers to communicate using voice, chat, email or social media. Published by: Genesys

Vodafone GmbH Enhanced Customer Experience Across Channels

Thu, 23 Feb 2017 24:00:00 EST

Mobile phone network company, Vodafone GmbH, knew they needed to enhance their customer service. Previously, their communication channels operated in silos that caused customer frustration. Discover how Vodafone GmbH was able to accomplish this goal, and also enable a high-quality mobile app for their customers. Published by: Genesys

Why Omnichannel Customer Engagement Is No Longer Optional

Thu, 23 Feb 2017 24:00:00 EST

Only a mere 7% of customers are extremely satisfied that brands provide a seamless, integrated customer experience across all channels, and omnichannel engagement nearly triples customer retentions. Judging by the numbers, omnichannel is no longer optional. Read this report to uncover how you can integrate omnichannel into your CRM system. Published by: Genesys