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.
Results 176 - 200 of 622Sort Results By: Published Date | Title | Company Name
By: Oracle     Published Date: Nov 13, 2013

3 best practices for providing ‘a little extra service’ using chat and email management that will save your company money and drives high customer satisfaction at the same time.

Tags : zenithoptimedia, oracle, customer satisfaction, customer interaction, customer service, live chat, email management, personalized web self-service
    
By: Adobe     Published Date: Nov 07, 2013

One of the key objectives of Adobe’s current advertising campaign is to explode the myth that ‘managing websites is hell’. We believe that in this day and age, the idea that website management is a nightmare should be a thing of the past.

Tags : adobe, econsultancy, trends and innovation, content management, customer experience management, driving engagement, brand-building, web content management
    
By: Oracle     Published Date: Nov 05, 2013

Sales people spend more time out of the office than in. When they are out of the office, they need information at their fingertips. And in today’s more mobile, more collaborative, and more data-rich business world, the needs of corporate sales forces are radically changing. In particular, sales people have always needed access to information about their customer before a meeting and an easy way to update customer information after a meeting. Now, to work more efficiently from the road, they could benefit from and in many cases need additional help in the form of relationship management assistance, collaboration tools, and contextual and relevant business analytics.

Tags : mobility, mobile, collaboration, crm, customer service, sales, enterprise communication, mobile crm
    
By: Oracle     Published Date: Nov 01, 2013

3 best practices for providing ‘a little extra service’ using chat and email management that will save your company money and drives high customer satisfaction at the same time.

Tags : zenithoptimedia, oracle, customer satisfaction, customer interaction, customer service, live chat, email management, personalized web self-service
    
By: Oracle     Published Date: Nov 01, 2013

In a volatile and hyper-competitive market, delivering exceptional multichannel customer service consistently is essential. But delivering world-class service on tight budgets and to even tighter deadlines is a tough challenge for even the largest organizations. That’s why so many of the world’s most successful organizations choose to deliver customer service in the cloud. This eBook is a short introduction on how IT helps drive value for the business through cloud-based customer service solutions.

Tags : zenithoptimedia, oracle, customer service, the cloud, business benefits, it benefits, rightnow product focus, competitive market
    
By: Oracle     Published Date: Nov 01, 2013

Customers want to solve their issues quickly and easily on the Web. Here we provide 3 recommended capabilities to invest in to transform company knowledge and Web self-service tools so you can achieve higher customer retention and save millions on support costs.

Tags : zenithoptimedia, oracle, web self-service, customer service, customer satisfaction, social support sites, customer needs, personalized web content
    
By: Oracle     Published Date: Nov 01, 2013

This Executive Brief explores the role of service and support in creating great customer experiences, the service goals market leaders use related to customer experience, the Oracle approach for empowering new service experiences, and how Oracle’s service solutions can help organizations create and manage their own great customer experiences across all channels, touchpoints, and devices.

Tags : zenithoptimedia, oracle, executive strategy series, customer experience, empowering people, take initiative, power your brand, oracle service solutions
    
By: Oracle     Published Date: Nov 01, 2013

One of the biggest challenges facing companies is how to serve consumers in an environment where customer engagement is rapidly shifting. With the consumerization of customer service taking root, implementing a successful customer service experience strategy means enterprises need to be agile enough to serve customers on the their own terms across all channels.  This business guide shares best practices for how to do this successfully.

Tags : zenithoptimedia, oracle, deploying customer service, the cloud, cloud deployment, customer experience strategy, economically palatable, implementation
    
By: Oracle     Published Date: Nov 01, 2013

Today customers look to engage with organizations through an increasing number of channels – and expect more from every customer service and support experience. A strategically implemented knowledge management initiative for both the contact center and Web self-service channels offers a powerful answer to this growing need to do more with less. However, a poorly implemented initiative can have a negative impact – increasing call and Web session time and frustrating both customers and agents alike. This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative.

Tags : zenithoptimedia, oracle, knowledge management, transform customer service, oracle comprehensive solution, optimize customer service, contact center, web self-service environment
    
By: Oracle     Published Date: Nov 01, 2013

Investing in the creation of a Transformational State of Knowledge builds a defensible advantage in delivering great customer experiences. There are 3 capabilities your company will need to be successful.

Tags : zenithoptimedia, oracle, transformational knowledge, single knowledge base, consumer-empowered market, customer advocacy, social support, innovation communities
    
By: IBM     Published Date: Oct 31, 2013

Business analytics can help customer service departments acquire the information and capabilities to transform themselves.

Tags : analytics, customer service, business analytics, customer relationship management, business intelligence, social media, customer retention, customer loyalty
    
By: Salesforce.com     Published Date: Oct 28, 2013

Just 7% of consumers say that customer service experiences they have with companies typically exceed their expectations. Now think about how you could succeed and profit as a business if you not only continually offered good service to your customers, but also frequently offered more than what they expected. Discover: The secrets to lining up your customer service with your brand. The best way to train employees. How to make employees feel good about giving great service. The significance of monitoring customer interactions. Which customer metrics you should pay attention to. The cheapest way to earn new customers. Download this ebook to learn what you need to do to give customers what they want and earn a customer for life!

Tags : customer service, best practices, 6 secrets, managing expectations, employee training, metrics, customer interactions, customer interaction service
    
By: Salesforce.com     Published Date: Oct 28, 2013

The ability to deliver exceptional customer experiences is proving to be a business differentiator – in fact, organizations that have a more mature customer experience strategy report between 10-20% greater impact on revenue generation outcomes than less mature businesses. This white paper reveals how your organization can better respond to changing consumer behaviors, needs, and expectations regarding customer experience and touch points.

Tags : custom service, contact center, supporting technology, customer service trends, best practices, customer relationship management, customer satisfaction, customer service
    
By: ClearSlide     Published Date: Oct 24, 2013

Many sales leaders are learning that a successful approach to enablement includes providing reps with tools that can help them monitor and track the steps the buyer has already taken on his or her journey. This guide will show you how.

Tags : sales engagement platform, customer engagement, shorten sales cycles, sales enablement software, sales analytics, clearslide, customer management software, sales prospect tracking
    
By: ClearSlide     Published Date: Oct 24, 2013

To explore how effectively sales organizations are dealing with change, CSO Insights conducted a Sales Engagement Optimization (SEO) study, gathering input from 354 firms. Download now to see the results.

Tags : sales engagement platform, customer engagement, shorten sales cycles, sales enablement software, sales analytics, clearslide, customer management software, sales prospect tracking
    
By: LogMeIn Rescue     Published Date: Oct 21, 2013

The role of customer service is one that is valued and well understood by many organizations. However, making the leap from correlating customer service activities with overall performance results to investing in strategies that deliver top-notch results is increasingly becoming a key differentiator. Top performing businesses have long understood the financial ramifications of a satisfied and engaged customer and continue to act on developing a profitable model to engage, interact, and win with their key customers. 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 : logmein, aberdeen group, customer service, customer support, roi, customer satisfaction, crm, customer retention
    
By: LogMeIn Rescue     Published Date: Oct 21, 2013

This paper conveys how the pressure to increase customer satisfaction metrics with less funding will increase as companies look for new ways to differentiate their services and reduce customer churn. To get ahead, customer support organizations must maintain a focus on using the right measures of success. They need to empower agents to support more customers better, providing them with multiple, integrated communications channels, and they need to be dedicated to delivering the best customer experience regardless of the support request.

Tags : logmein, customer experience, customer support, support, support desk, remote support, remote support technologies, remote support solutions
    
By: LogMeIn Rescue     Published Date: Oct 21, 2013

For companies that sell products or services that require technical support, the support customers receive might be the only personal experience they can use to gauge their satisfaction with an organization. Since, for many of these organizations, customer satisfaction directly affects revenue, measuring customers’ satisfaction with the service experience and the services provided is extremely important as it enables these organizations to manage and improve the customer experience. This HDI Research Corner report reveals the findings from 264 support organizations that provide technical support for the services or products used by customers.

Tags : logmein, hdi research corner, customer satisfaction, customer support, support services, remote support, technical support, remote desktop connection
    
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
    
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