Customer Relationship Management (CRM) covers methods and technologies used by companies to manage their relationships with clients. Information stored on existing customers (and potential customers) is analyzed and used to this end. Automated CRM processes are often used to generate automatic personalized marketing based on the customer information stored in the system.
Customer Relationship Management
Benchmarking Report 2009
published by Avocent LANDesk on Jan 08, 2010
This report created by the Service Desk Institute and sponsored by LANDesk provides an insight into the UK IT Support Industry by examining the core of any organisation - the Service Desk. The study covers a wide range of issues from technology and metrics through to training and salaries.
Business Intelligence for the Small to Medium Sized Business.
published by SAP on Aug 21, 2009
As information flows more freely in the business world, decisions need to be made quicker and based on sturdier data.
Magic Quadrant for E-Commerce
published by IBM on Mar 04, 2009
The online customer experience, Web 2.0 and the consumerization of technology are driving online sales strategies, as well as the demand for site redesigns and upgrades. Use this Magic Quadrant during vendor evaluation and selection.
Measuring The Value of IT Service Management, EMA Whitepaper
published by Avocent LANDesk on Jan 12, 2009
The purpose of this paper is to present a method for reducing risk and increasing IT contribution during uncertain times and to assist readers with measuring the value and building a business case for IT Service Management (ITSM).
Self-Service: Putting Customers First Makes You a Winner
published by Microsoft Dynamics CRM on Mar 02, 2010
While the new generation of self-service applications for the Web and IVR is excellent, successful self-service programs will depend on giving customers choices and striking the right balance.
Third-Party White Paper by EMA: Increasing ROI and Reducing the Risks of Your Application Portfolio
published by ASG Software Solutions on Feb 19, 2010
Application Portfolio Management (APM) is all about minimizing risks and maximizing rewards of an organization's diverse assortment of applications. This white paper examines APM's ability to mitigate escalating risks while generating significant ROI opportunities.
Connecting to Better Customer Service
published by Qwest Business on Jan 27, 2010
Today's organizations must embrace innovation, achieve a high level of responsiveness and transform customer information and feedback into actionable results.
Avoiding the Dark side of Help Desk Outsourcing
published by En Pointe Global Services on Jan 25, 2010
So how do you make sure you will gain the benefits of outsourcing and avoid the pitfalls? We have done the research and drawn from our own experience to bring you.
Why intranets fail (and why they don't have to)
published by Ektron on Oct 28, 2009
As the Internet evolves, users become more and more savvy about what they want from the experience. Web sites are updated daily when they used to change monthly, and social networking sites such as Facebook and Myspace are checked more often than e-mail. Users know what they want and where to get it.
The Total Economic Impact Of Progress Actional Management For Interconnected Applications
published by Progress Software BTA Telecommunications on Oct 23, 2009
Based on the Forrester Total Economic Impact (TEI) methodology, frameworks and interviews, Forrester Consulting, in this commissioned study for Progress, measured the total economic impact and potential ROI that using Progress Actional delivered in monitoring and managing the CRM system of a leading media and entertainment services provider.
The Total Economic Impact of Actional for Interconnected Applications
published by Progress Software BTA Financial on Oct 23, 2009
Forrester used in-depth interviews and Forrester's powerful "Total Economic Impact" (TEI) methodology to model and analyze the costs, risks, resource usage, and payback period of a U.S. financial services company using Actional in production. Follow their calculations and find out the results.
Understand and respond to changing consumers in a changing economy.
published by IBM on Oct 23, 2009
In the white paper, "Shopper Advocacy: Building Consumer Trust in the New Economy," you'll learn the results of a survey of 30,000 U.S. retail consumers, conducted by the IBM Institute for Business Value.
Checklist: 10 Strategies for Choosing a Midmarket ERP Solution
published by Tippit ERP on Sep 15, 2009
It's a big market out there but with a little savvy midsized companies can make the new ERP market dynamic work to their advantage. To leverage new realities of the midmarket ERP sector, this free ERP Checklist reviews 10 strategies you can use when shopping for a midsized ERP solution.
Comparison Guide: Midmarket ERP Solutions
published by Tippit ERP on Sep 15, 2009
Right now, most of the ERP action is happening in the midmarket. More and more midsize companies - which are rather broadly defined as organizations that earn more than $50 million annually in revenue but less than $1 billion - are looking to replace outdated ERP systems or jump into the technology for the first time.
Buyer's Guide: Midmarket ERP Solutions
published by Tippit ERP on Sep 15, 2009
You can't forgo technology that allows for explosive growth, better organization and that gives you the edge when expanding your business globally. That's the promise of ERP.
Videoconferencing Adoption by SMBs - The Next Big Thing
published by Polycom, Inc on Aug 25, 2009
As companies look for ways to survive during a tough economy, small and medium sized businesses are discovering the benefits of virtual collaboration through video conferencing.
Best Practices of the Best-Run Sales Organizations.
published by SAP Inc. on Aug 21, 2009
Learn from today's sales leaders who have benefited from building a sales strategy based on a position of deep customer knowledge.
Get Closer to Your Best Customers.
published by SAP Inc. on Aug 21, 2009
Learn what companies can do in economic downturns to position themselves for later success.
IDC Whitepaper: Lotus Blooms in 2009
published by IBM on Aug 21, 2009
The growing adoption of collaborative and social networking applications such as Lotus productivity software is reflected in IDC's Canadian forecast, detailed in this white paper.
Legacy Tools: Not Built for Today's Helpdesk
published by LogMeIn on Aug 21, 2009
This paper explores the challenges of supporting a remote workforce with legacy tools and the hidden costs of these tools. It also highlights best practices that organizations can use to choose enterprise helpdesk tools that better meet the needs of remote employees, while also helping to cut costs. Get this white paper today and find out how legacy tools can fall short when it comes to supporting today’s mobile workforce. See how it easy it is to make the switch to best-in-class helpdesk solutions.
Improve Customer Satisfaction and Streamline Operations with Numara FootPrints for Customer Service
published by Numara Software on Aug 21, 2009
With Numara FootPrints for Customer Service, an award-winning, 100% web-based customer service management solution, you can deliver breakthrough service to customers throughout the world faster, and enhance the quality of your web-based service desk, with less effort than today, and at a low total cost of ownership. Learn more today!
BRMS Videos - BRMS Tech TV
published by IBM ILOG. on Aug 21, 2009
How-to vidoes explain the inner workings of JRules and BRMS, from writing rules to invoking decision services. Become an instant expert!
Business Process Management with a Competitive Edge: Implementing Transparent, Agile, and Consistent
published by IBM ILOG. on Aug 21, 2009
This white paper explains how a business rule management system can make business process automation easier to understand, maintain and manage. Compare BRMS with other business automation schemes, like traditonal software coding or standard business rule engines. Learn how the Welsh Assembly Government and a United States commercial lender have implemented business rules to make a difference in their business processes.
Numara Track-It! Free Video: Organize and Manage your Help Desk and Assets Now
published by Numara Software on Aug 21, 2009
See how this integrated out-of-the-box help desk, asset management and Change Management solution can help solve many IT help desk problems with ease.• Easily create tickets and requests • Automate repetitive workflows • Perform asset discovery • Manage software license compliance • Run pre-built dashboards and reports
Numara Track-It! Help Desk Management for Improved Efficiency and Easier Requests
published by Numara Software on Aug 21, 2009
Find out how Numara Track-It! can help you build better processes, manage organizational knowledge and solve problems quickly. Keep issues from falling through the cracks and efficiently manage help desk requests as well as other processes that require request management: • Optimize help desk efficiency with easy to use systems • Empower customers with self service • Improve productivity with automated alerts, notifications and assignments • Reduce diagnostic time with knowledge management • Reduce resolution time with asset and work order history
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