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Preview: Most Popular White Papers and WebcastsCRM Research

Most Popular White Papers and Webcasts CRM Research

White papers, webcasts, podcasts, IT downloads and product information provided by Bitpipe

Published: Thu, 18 Jan 2018 12:10:16 EST

Last Build Date: Thu, 18 Jan 2018 12:10:16 EST


Sentiment analysis software takes social media monitoring to new level

Tue, 16 Jan 2018 24:00:00 EST

AI, BI and big data coupled with social media sentiment analysis tools show potential for marketing automation and next-generation sales. Published by: SearchContentManagement

Involve Your Customers in Self-Service CRM Applications

Tue, 02 Jan 2018 24:00:00 EST

In this webcast, find out how to create self-service CRM apps, facilitate data integration, customize customer portals, and more without having to write any code. Published by: K2

How to Leverage AI to Improve Your Customer Service

Tue, 26 Dec 2017 24:00:00 EST

In this webcast, see how companies can integrate artificial intelligence into customer support to anticipate new strategies to reclaim customers. Published by: Zendesk

Podcast: How to Leverage AI to Improve Your Customer Service - AI can teach your chatbots to understand a customer's tone

Wed, 06 Dec 2017 24:00:00 EST

In this webcast, discover how artificial intelligence is customizing automated interactions to customer groups or even specific customers and can sense a customer's tone and mood. Published by: Zendesk

Patient engagement strategy heavily influences tech investment

Thu, 30 Nov 2017 24:00:00 EST

Patient engagement is widely considered as a critical component of achieving high-quality care. Inside this expert guide, uncover survey results from the purchasing intentions survey by TechTarget and CHIME, the influence of patient engagement on tech investments and value-based reimbursement, and how IoT and CRM can enhance patient care. Published by:

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

IDC: 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

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

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

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

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:

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

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:

Infographic: Transforming Workforce Technology Is the Key to Improving Customer Experience

Fri, 16 Jun 2017 24:00:00 EDT

Forrester Research experts investigate the drivers, challenges, and outcomes of organizations as regards their workforce transformation and employee technology use. Additionally, see how a design-driven, mobile workforce technology strategy will help you reduce HR costs and increase productivity. Published by: Dell India

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:

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

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

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

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

Delivering a Digital Customer Experience for Today's Mobile Consumer

Fri, 07 Apr 2017 24:00:00 EDT

Customer experience is a key differentiator in today's ultra-competitive environment. To have a competitive advantage, your company needs to have flexible interaction with your customers. Learn 7 steps for creating a successful digital customer experience. Published by: Mitel Networks Limited

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

How Retailer Marks and Spencer Is Raising The Bar In Customer Service With Omnichannel Technology

Thu, 23 Feb 2017 24:05:08 EST

Most customers today expect that companies will perform well across all available channels. But the reality is that some companies may rate highly with customers with one channel, while lacking in another. Inside, learn how leading retailer Marks and Spencer is using an omnichannel engagement platform to help raise their customer experience bar. Published by: Genesys

Strategic Planning Tools for Contact Centers

Wed, 22 Feb 2017 24:00:00 EST

This white paper explores how to leverage contact center strategic planning tools to predict performance more accurately and provide comprehensive what-if analysis capabilities. Discover how to get key answers to tough operational questions so that you can react to change faster and with more agility. Published by: Genesys

The 'Connected' Associate: Technology Empowers Your Workforce And Fast-Tracks Your Omnichannel Sales

Tue, 31 Jan 2017 24:00:00 EST

When looking towards the future of retail, enabling IoT connectivity should be on the top of your list. Learn how your retail business can improve customer experience with employees empowered by IoT, otherwise known as "connected associates." Published by: SOTI Inc.

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

Web Content Management Tools 101

Mon, 11 Sep 2017 24:00:00 EDT

A web content management (WCM) tool is an excellent way to produce and deliver content, but choosing the right WCM tool for your business can be a challenge. Decide if a WCM platform fits your business needs, and learn about important capabilities and features you should look for to maximize your ROI. Published by: BrightSpot

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

Analyst Webinar: Is Your Contact Center an Asset or Road Block to Digital Transformation?

Tue, 22 Aug 2017 01:00:29 EDT

Join Art Schoeller, Vice President and Principal Analyst at Forrester Research, to learn how to determine if your contact center is strategic or hindering to your enterprise's digital transformation journey. Published by: Genesys

How CPQ is Changing: AI, Machine Learning and More

Mon, 24 Jul 2017 24:00:00 EDT

The configure price quote (CPQ) technology market is consolidating – but its importance in speeding up front-office processes and enhancing the customer experience continues to grow. In this e-guide, learn how CPQ is evolving within the changing market. Published by: Pros Inc.

Infographic: Transforming Workforce Technology Is The Key To Improving Customer Experience

Mon, 12 Jun 2017 24:00:00 EDT

How can the CIO and the CEO keep talent so they can keep customers? Learn what 327 IT and business decision makers have said about measuring the employee experience, and what both teams are doing to keep theirs up. Published by: Dell EMC and Intel®

Population Health Management: A Look at Essential Tools

Fri, 23 Jun 2017 24:00:00 EDT

With population health management tools, one size does not fit all. That's why it's important to include a mix of technologies, including HIEs, CRM, and data analytics. In this e-guide, Jitendra Barmecha, senior vice president and CIO at St. Barnabas Health System, explains how his organization benefits from this technology mix. Published by:

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: