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: IBM Software     Published Date: Feb 11, 2011

This paper describes five practical steps companies can take to achieve customer intimacy and, by doing so, provide a springboard for excellence in the other critical value disciplines.

Tags : ibm cognos, business performance, customer intimacy, application performance management, business management, customer interaction service, customer relationship management, customer satisfaction
    
By: IBM Software     Published Date: Feb 11, 2011

This white paper from IBM describes how a set of five predictive imperatives can help ensure that your company maximizes the value of its customer relationships and sustains higher levels of revenues and profits.

Tags : ibm cognos, predictive imperatives, customer value, customer relationship, crm, customer interaction service, customer relationship management, customer satisfaction
    
By: IBM Software     Published Date: Feb 11, 2011

Read this white paper to uncover why predictive analytics is becoming a necessity for companies to gain and maintain advantage.

Tags : ibm cognos, predictive analytics, customer relationship, business analytics, customer interaction service, customer relationship management, customer satisfaction, customer service
    
By: SAP     Published Date: Feb 10, 2011

Tap directly into the findings of an exclusive survey by IDG Research and Sybase with this new white paper that define the current state of mobility. More importantly it underscores specific ways IT can and should behave to proactively deal with the fast-developing world of enterprise mobility. Download it now to learn more about how the "Consumerization of IT" presents a wealth of business opportunities for IT management.

Tags : sap, mobility, competitive edge, greenfield, enterprise mobility, mobile, applications, iphone
    
By: SAS     Published Date: Jan 31, 2011

Where and how in the marketing process should you inject analytics to improve profitability? That was the topic of an online Webinar presented by the American Marketing Association (AMA) and SAS.

Tags : sas, customer analytics, american marketing association, ama, marketing performance, application performance management, business analytics, business intelligence
    
By: LifeSize, a division of Logitech     Published Date: Jan 12, 2011

Why Ease of Use and Quality of User Experience Are The Most Critical Criteria for Successful Videoconferencing Deployments.

Tags : lifesize, videoconferencing deployment, ip-network, user experience, telecommunication, ip networks, ip telephony, call center management
    
By: LifeSize, a division of Logitech     Published Date: Jan 12, 2011

ROI helps facilitate project approvals internally and can be used as a catalyst for value derived through implementation of a product. Value can be derived from hard dollar savings, improving time to market for your own product or service, bring experts together in a "virtual" room, and in other ways.

Tags : lifesize, videoconferencing, roi, telecommunication, ip networks, ip telephony, call center management, call center software
    
By: LifeSize, a division of Logitech     Published Date: Jan 12, 2011

There are key points to consider when looking for a videoconferencing system. As independent Telecommunications and IT consultants, part of what we do is to evaluate various products and systems regularly for mid-to-large enterprise clients, from 500 to over 30,000 employees. At a high level evaluation elements include costs, technology and features, and service.

Tags : lifesize, roi, telecommunication, best user experience, ip networks, ip telephony, call center management, call center software
    
By: LifeSize, a division of Logitech     Published Date: Jan 12, 2011

As an industry expert in VoIP and UC technologies, I am personally declaring "2011 as the Year of Videoconferencing". Yes videoconferencing is here and it's going mainstream - BIG time. Read this white paper to find out why.

Tags : lifesize, roi, telecommunication, voip, web conferencing, broadband, bandwidth, bandwidth management
    
By: Infor     Published Date: Jan 03, 2011

Taking full advantage of each customer interaction has become a strategic imperative. And customer-oriented companies in a wide range of industries must focus on developing a contact center that drives effective, consistent customer interactions and builds long-term customer loyalty. In this white paper, learn how leading organizations empower the contact center.

Tags : infor, customer interaction, contact center, customer loyalty, roi, call center management, call center software, customer interaction service
    
By: Infor     Published Date: Jan 03, 2011

How banks and other financial firms can rebuild and measure the trust they've established with customers.

Tags : infor, banking and financial services, crm, customer relationship management, customer interaction service, customer satisfaction, customer service
    
By: Infor     Published Date: Jan 03, 2011

Drive lifetime customer loyalty and increase value at every customer touch point.

Tags : infor, customer loyalty, crm interaction advisor, customer satisfaction, sales and marketing, customer interaction service, customer relationship management, customer service
    
By: Infor     Published Date: Jan 03, 2011

View the Infor CRM Epiphany E-mail Advisor online demonstration to see first-hand how your e-mail campaigns can rise to their full potential.

Tags : infor, e-mail advisor demo, contact interaction, e-mail marketing, call center management, call center software, customer interaction service, customer relationship management
    
By: Infor     Published Date: Jan 03, 2011

You need a path through this madness.In this recorded webicast, Steve Muran will take you through a case study of how he methodically built and managed a cross-enterprise, multichannel program that deepened the customer wallet share. Steve will discuss the why, where, and how his lead generation capabilities made customer cross-sell, up-sell, and retention easier by highlighting the critical importance of customer data and analytics.

Tags : infor, cross-enterprise, lead generation, retention, customer data and analytics, social media, business analytics, customer interaction service
    
By: Infor     Published Date: Jan 03, 2011

When it comes to retail marketing, slow and steady does not necessarily win the race. These days, it's not enough for a merchant to boast reams of data if that data can't be quickly accessed and manipulated to seize marketing opportunities.

Tags : infor, crm tool, customer relationship management, pier 1 imports, data management, customer interaction service, customer satisfaction, customer service
    
By: Infor     Published Date: Jan 03, 2011

When members began expressing wishes to have more exposure to information on financial investments that meet their individual needs, Navy Federal decided to turn to technology that would combine available member data into a comprehensive solution and allow real-time decisions.

Tags : infor, navy federal, credit union interaction advisor, case study, customer relationship management data, financial investment, customer interaction service, customer relationship management
    
By: Infor     Published Date: Jan 03, 2011

The company's ultimate goal was to enhance the interaction among its CRM applications and maximize the value of each incoming call to create more personalized and profitable interactions with customers.

Tags : infor, bell cananda, crm application, interaction, customer service representatives, database, customer interaction service, customer relationship management
    
By: Infor     Published Date: Jan 03, 2011

For CDS Global, Infor CRM Epiphany Interactive Advisor is being used to create real-time customer profiles based on historical, personal, and contextual data. Using a combination of real-time analytics and business rules, the data is analyzed to identify the highest-impact offers in real time so that the CSR can make an attractive offer during the call.

Tags : infor, cds global, interaction advisor, real-time customer profile, analytics and business rules, crm solution, customer relationship management, business analytics
    
By: Layered Tech, Inc.     Published Date: Dec 16, 2010

Layered Tech's engineers created a customized package of virtual private data centers (VPDCs), managed services and disaster recovery solutions that support KANA's clients, large and small. Layered Tech tailored the architecture to meet the highest enterprise security requirements, as well as ensuring that each KANA client can deploy applications that scale to ongoing volume fluctuations.

Tags : layered tech, kana, virtual private data center, enterprise security, vpdc, disaster recovery, customer interaction, grid computing
    
By: Experian QAS     Published Date: Dec 13, 2010

While the overall economic perspective is looking brighter than it was a few months ago, retail banks are still looking to cut bottom line costs and reduce expenses wherever possible.

Tags : banking/accounting/financial, contact data quality and retail banks, customer relationship management, marketing automation, database development, data quality, data warehousing
    
By: IBM     Published Date: Dec 07, 2010

Case Management And the Implications in the Financial Services Industry.

Tags : ibm, advanced case management podcast, financial services industry, customer service, content and process management, analytics, business rules, collaboration
    
By: IBM     Published Date: Dec 07, 2010

Energy and utility companies need to manage incidents such as customer complaints or disputes to improve customer service while protecting the business should escalations occur. Advanced case management (ACM) provides enhanced service and risk management throughout the lifecycle of a case.

Tags : ibm, advanced case management podcast, acm, energy and utilities industries, customer service, risk management, business intelligence, content and process management
    
By: Interactive Intelligence     Published Date: Nov 10, 2010

The demand for customer centricity is not only increasing it's becoming the driving principle behind any successful customer service strategy. Learn more about the recommended approach to customer centricity, from Marlon Machado, Product Manager, IBM and Brad Herrington, Sr. Manager, Solutions Marketing, Interactive Intelligence.

Tags : interactive intelligence, ibm, customer service strategy, marketing segment, crm, cebp, customer interaction service, customer relationship management
    
By: SAP     Published Date: Nov 09, 2010

Read this technology brief from Ziff Davis Enterprises to learn about the benefits for an organization by taking a "greenfield" approach to enterprise mobility.

Tags : sap, mobility, competitive edge, greenfield, enterprise mobility, mobile, applications, sybase
    
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