Customer Relationship Management (CRM) Software, Hardware, Services and Research Papers

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A Practical Guide to Measuring Customer Satisfaction in the Contact Center by Interactive Intelligence, Inc.

December 14, 2009 - (Free Research) In this paper learn how a single bad experience with a contact center may result in a customer being lost for life, something that companies cannot afford.

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Podcast: Integrating Customer Contact Preferences into your CRM System by Gryphon Networks

December 14, 2009 - (Free Research) This podcast shares techniques for communicating with your customers in an acceptable manner that fits their preferences while expanding your marketable universe.

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Integrating Customer Contact Preferences into your CRM System by Gryphon Networks

December 14, 2009 - (Free Research) This webcast shares techniques for communicating with your customers in an acceptable manner that fits their preferences while expanding your marketable universe.

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Return on Information: Adding to Your ROI with Google Enterprise Search by Google Search Appliance

March 11, 2010 - (Free Research) As enterprises continue to produce, store, and make use of business content, volume grows and the investment needed to manage complexity increases. Yet much of this content remains difficult to manage and access. Read this white paper to learn how Google search solutions can boost your bottom line in today's business climate.

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Web Content Management Ecosystems: Making Disconnected Technologies Play Nice Together by Clickability, Inc.

March 09, 2010 - (Free Research) This whitepaper reviews different levels of technology-integration capabilities and the required processes to achieve successful outcomes. You will also learn the necessary requirements in a WCM platform that allow the freedom to choose a simple high-level integration or a deeper system level integration, depending on your specific use case.

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Service Benchmarking and Measurement: Using Metrics to Drive Customer Satisfaction and Profits for Contact Centers by Microsoft

June 01, 2009 - (Free Research) The ability to measure, monitor, assess, and track KPIs is critical to any organization's ability to manage its service operations. This report reveals how “Best-in-Class” contact and call center firms, distinguish themselves from the others.

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Presentation Transcript: Home Is Where the Money Is by inContact

March 09, 2010 - (Free Research) Running a lucrative call center that provides value to its customers is no easy task. But with emerging SaaS technology, more and more call centers are considering a less expensive and lower maintenance at-home workforce. This transcript reveals the real cost of absenteeism and provides call center management best practices that boost growth.

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Self-Service: Putting Customers First Makes You a Winner by Microsoft

April 01, 2009 - (Free Research) This paper examines the business and call center trends driving automation, and provides insight on finding the right balance between self-service and live agent support.

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Presentation Transcript: A Practical Guide to Measuring Customer Satisfaction in a Contact Center by Interactive Intelligence, Inc.

March 05, 2010 - (Free Research) This Presentation Transcript shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center.

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The Last Software You'll Ever Buy? The CRM Platform as Development Platform by Pivotal CRM, a CDC Software solution

November 18, 2009 - (Free Research) Can't decide whether to build or buy a CRM system? This podcast presents a third solution that is an application development platform that provides the building blocks for faster, cost-effective application development that achieves a better fit for your business’ processes.

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CRM Built for IT: The Executive Guide to Selecting CRM that Meets IT Needs by Pivotal CRM, a CDC Software solution

November 11, 2009 - (Free Research) This white paper provides everything the CIO and IT team must know to evaluate a CRM system based on the critical business and technical issues that matter to IT directors and chief information and technology officers.

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Beyond the Thin Client: Why a Smart Client CRM Solution May Be a Smarter Choice by Pivotal CRM, a CDC Software solution

November 11, 2009 - (Free Research) This white paper compares and contrasts the two primary alternatives to thin clients and examines the differentiating characteristics that could impact your CRM implementation. Read on to learn why a smart client CRM solution may be a smarter choice.

(WHITE PAPER)

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CRM Built for Marketing: The Executive Guide to Selecting CRM that Meets Marketing Needs by Pivotal CRM, a CDC Software solution

July 23, 2009 - (Free Research) How can a company ensure that their marketing department's needs are represented when choosing an enterprise-level CRM system? This white paper provides core principles companies can use to help them select a CRM system that each marketing team member feels was built just for them.

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Surviving and Thriving in a Challenging Market: How Customer-centric Strategies Can Help Financial Services Firms Weather Market Volatility and Economic Uncertainty by Pivotal CRM, a CDC Software solution

February 20, 2009 - (Free Research) This white paper explains how financial services firms across the industry and around the globe can use customer-centric strategies and CRM tools to maximize the value and loyalty of their client base and gain insight into new areas of opportunity.

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CRM: THE ESSENTIAL GUIDE - Five Principles for CRM Success by Pivotal CRM, a CDC Software solution

February 20, 2009 - (Free Research) This paper explains how, Customer Relationship Management (CRM) is first and foremost a strategy. This guide provides insight to help you take a more customer-centric view of your business.

(WHITE PAPER)

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CRM Built for Sales: The Executive Guide to Selecting CRM That Meets Sales Needs by Pivotal CRM, a CDC Software solution

February 20, 2009 - (Free Research) This white paper provides core principles companies can use to help them select a CRM system that each sales user feels was built just for them.

(WHITE PAPER)

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How to Ensure That Your Employees Will Want to Use CRM by Pivotal CRM, a CDC Software solution

February 20, 2009 - (Free Research) This paper outlines the technology building blocks that enable you to create an information-rich environment that empowers your workforce to perform at its peak. Learn how to use data to its fullest--without having to become IT experts.

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Don’t Let Outdated Telephony Hardware Slow You Down: Unifying Contact Centers Regardless of Location, Hardware Infrastructure or Agent Count by inContact

December 03, 2009 - (Free Research) Frequently, organizations that operate contact centers are faced with the challenge of working with inadequate telephony equipment. Frustrations range from having to get a few more years out of telephone equipment to having disparate systems. Read this white paper to learn about how contact centers can resolve these telecommunications complexities.

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Unified Information Access: Agile Enterprises - Accelerating Information-Driven Business Processes by Attivio, Inc.

February 24, 2010 - (Free Research) This paper describes how unified information access bridges information silos by uniting content and data in one index, which enables more complete insight. This paper also details how Attivio helps companies cost-effectively provide comprehensive information availability and automated information-driven workflow to support business goals.

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Business Intelligence Trends: The Next Generation of Performance Management by Attivio, Inc.

February 24, 2010 - (Free Research) BI applications, business process improvements, and improving the use of information and analytics has become a big trend lately. In light of this, this paper focuses on why you need to look for solutions that unify access to all types of information in analytical applications such as BI and BPM.

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Better Customer Insight, Better Bottom Line: Gaining Insight from Unified Information Access by Attivio, Inc.

December 01, 2008 - (Free Research) In order to protect revenue and ensure the continuation of a company's most important customer relationships, it takes a 360 degree view of every customer to drive retention and loyalty improvement. Read this white paper to discover the uses and advantages of unified information access as well as VOC (voice of the customer) efforts.

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Are Your Business Critical Systems Capable of Scaling to Match Increased Demand? by Red Hat

January 19, 2010 - (Free Research) Carnation auto needed to establish a centralized IT system that would consolidate information across the entire Indian automobile industry landscape to provide their customers with a wide array of services. Read this case study to see how they used applications in the SAP Business Suite on Enterprise Linux to help them.

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The New Math: Double Your Results for Half the Cost with a Cloud-Based Contact Center by Contactual, Inc.

March 02, 2010 - (Free Research) This paper examines the differences between on-premises contact centers and hosted alternatives. It looks at the reasons why on-premises contact centers are becoming obsolete, and offers suggestions for how enterprises can eliminate capital expenditures while increasing customer satisfaction and staying on the forefront of innovation.

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Measuring Call Center Key Performance Indicators To Optimize Cost, Quality by Contactual, Inc.

February 15, 2010 - (Free Research) In a recent interview, SearchCRM.com spoke with Eric Zbikowski, co-founder and managing partner at MetricNet, LLC, a provider of performance metrics and scorecards for corporations worldwide to learn tips for measuring call center KPIs without sacrificing call quality.

(PODCAST)

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Home Is Where The Money Is by inContact

January 29, 2010 - (Free Research) Running a lucrative call center that provides value to its customers is no easy task. But with emerging SaaS technology, more and more call centers are considering a less expensive and lower maintenance at-home workforce. This webcast reveals the real cost of absenteeism and provides call center management best practices that boost company growth.

(WEBCAST)

VIEW ABSTRACT | GO TO WEBCAST

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