Customer Relationship Management White Papers

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.
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By: LogMeIn Rescue     Published Date: Oct 21, 2013

Customer service has evolved from a reactive activity viewed largely as a cost center-based tactical necessity, to a proactive management task that can in many ways set a company apart from the competition. At the same time, the channels by which customers receive support are growing and fragmenting very rapidly. The telephone is still the primary mode of support, but is steadily declining as text, social media, chat, knowledge bases, email and online communities provide new avenues for customers to get the help they need. Some organizations are embracing this evolution by implementing technologies that enable them to interact with customers regardless of the channel or the device they’re using. This approach not only improves customer service, but also boosts the brand image and helps companies achieve broader business goals.

Tags : logmein, infoworld, customer service, customer support, support, support strategy, social media, mobile support
    
By: LogMeIn Rescue     Published Date: Oct 21, 2013

This guide details the factors that impact the purchasing decision of a remote support tool and provides a checklist for use as you work through your remote support solution selection process.

Tags : logmein, remote support, remote support tool, support desk, remote support solutions, support agents, core functionality, usability
    
By: ServiceNow     Published Date: Oct 18, 2013

To reach the customers of IT services, you have to abandon long-entrenched models of IT thinking & replace them with a customer-focused model that focuses on value, experience & context. Join the webinar to understand the issues internal customers face with IT, & see how IT can evolve from being the department of no to the department of now.

Tags : servicenow, enterprise it, service automation, applications, webinar, customer relationships, perception of it, change management
    
By: ServiceNow     Published Date: Oct 18, 2013

Certifying the accuracy of a CMDB with inconsistent, manual methods is unreliable. ServiceNow's built-in data certification gives you the ability to automate the process. Learn how data certification works with the ServiceNow CMDB to deliver a trustworthy single system of record you can rely on.

Tags : configuration management, data certification, product management, servicenow, enterprise it cloud, it cloud company, infrastructure applications, management applications
    
By: IBM     Published Date: Oct 15, 2013

Understanding customer behavior can be as inscrutable as a foreign language unless you use analytics to decipher it.

Tags : ibm enterprise marketing management, emm, predictive analytics, visual exploration, likes and dislikes, collecting customer data, monitor customer behavior, understanding individuals
    
By: IBM     Published Date: Oct 15, 2013

Good marketing is like a conversation. You have to listen to your customers. In our connected world, that means listening to the data they generate in their interactions with your brand.

Tags : enterprise marketing management, emm, capitalize market, data driven marketing, data collection struggle, data trails, customer behavior, mistargeted market
    
By: IBM     Published Date: Oct 15, 2013

How behavioral analytics fuels more personalized marketing

Tags : increasing marketing value, improve returns, optimize websites, personalized marketing, web analytics, provide specific insights, personalization process, web marketers
    
By: Scribe     Published Date: Oct 09, 2013

Today’s customers are empowered with information – if they want to know something, they can look it up in an instant. Having information they need at their fingertips is expected. Having information at the ready – whether your sales or service personnel are in the field or in the office – is no longer a competitive advantage, it’s expected and required. In this whitepaper, you will learn how Scribe’s customer data integration solutions and connectors let you put customer information where it needs to go quickly and easily. Don’t be that business who makes their customers wait for answers!

Tags : scribe, scribe software, data, data integration, business systems integration, applications, integration platforms, cloud
    
By: Scribe     Published Date: Oct 09, 2013

The State of Customer Data Integration 2013 survey report is based on over 900 responses ranging from independent business and IT leaders to Scribe's data integration channel partners. Overall results reveal that today's businesses are still on the journey to connect their core business systems and deliver customer data to their users across the business. Customer data should be free-flowing across all business touch points to enable companies to run faster, do more, and at lower cost.

Tags : scribe, scribe software, data, data integration, business systems integration, crm, crm systems integration, cloud
    
By: LogMeIn     Published Date: Sep 04, 2013

Organizations are implementing technologies that enable them to interact with customers regardless of the channel or the device they’re using. This approach not only improves customer service, but also boosts the brand image and helps companies achieve broader business goals. Click here to find out how.

Tags : service and support, customer support, imperative, technologies, online support, remote support, evolution of support, technical support
    
By: Seamless     Published Date: Jun 18, 2013

HP’s $8 billion write-down. A disappointing IPO from Facebook, Groupon’s famous flameout. These watershed moments have crystallized what we’ve known for a while: Fluff can no longer trump sound operations in terms of a company’s valuation. Organizations must be built on an empirically firm foundation to flourish. And everyone – from investors on Wall Street to customers on Main Street to the SEC– is looking at companies with more scrupulous eyes.

Tags : automation, growth, efficiency, software, process management, best practices, business activity monitoring, business analytics
    
By: TIBCO     Published Date: May 15, 2013

In this on demand webinar explore the impact of cloud initiatives and new customer relationships on integration strategy. Learn what you should take into account when preparing your integration initiatives.

Tags : integration, customer, cloud, customer relationships, customer service, integration strategy, application integration, application performance management
    
By: LogMeIn     Published Date: May 01, 2013

This document will highlight the financial link between better customer service and increased company profitability. It will also highlight several best practices that help organizations convert their service businesses from a cost center into a profit center.

Tags : customer service, logmein, customer service cost, roi, call center, outsource customer service, customer satisfaction, call center management
    
By: Genesys     Published Date: Apr 25, 2013

In this paper, we’ll look at how investing in the right contact center solution can help transform your enterprise and enhance your business outlook.

Tags : contact center, customer service, contact center technology, process optimization, performance, change management, application integration, application performance management
    
By: Genesys     Published Date: Apr 25, 2013

Adopting a proactive approach to customer service has the potential to attract customers rather than losing them, to drive growth and innovation instead of hindering both.

Tags : customer service, cast study, change mangement, service, oriented, relationship management, customer interaction, application integration
    
By: Genesys     Published Date: Apr 25, 2013

This whitepaper discusses a deeper logic to multi-channel communication - addressing the needs of today’s media-savvy customer with your company’s need for an integrated strategy of core beliefs and a foundation to grow on.

Tags : customer service, collaboration, multi-channel communication, genesys, core beliefs, media-savvy customer, application integration, application performance management
    
By: Salesforce.com     Published Date: Apr 19, 2013

Work.com (formerly Rypple) is part of the Salesforce.com family. This social performance management system is most commonly used by organizations looking to improve alignment, performance measurement, and employee motivation.

Tags : salesforce, organization, workforce management, employee performance, goal setting, evaluation, mobile, application integration
    
By: Salesforce     Published Date: Mar 19, 2013

See what top industry voices have to say about Service Cloud vs outdated technologies.

Tags : crm, cloud, salesforce, marketing, app, application, saas, customer relationship management
    
By: Salesforce     Published Date: Mar 19, 2013

In order to satisfy today's customer, a case must be made to incorporate social media into your customer service strategy. Get the eBook now!

Tags : social media, customer service, crm, engagement, technology, application integration, best practices, customer interaction service
    
By: LifeSize, a division of Logitech     Published Date: Feb 19, 2013

Interested in the medical uses for video conferencing? Watch this short video as we walk you through a scenario where LifeSize's powerful and flexible video conferencing software dramatically changes the circumstances.

Tags : video, uvc, communication, presentation sharing, video conferencing, collaboration, redundancy, virtualization
    
By: IBM     Published Date: Oct 01, 2012

orrester believes that CMOs who personally participate in social media will be better at leading the new brand experience, and leading a new generation of cross-functional marketing organizations.

Tags : brand experience, social marketing, social networking, social media, digital branding, customer interaction service, customer relationship management, content delivery
    
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