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: SAP     Published Date: Mar 28, 2011

Examine how forward-looking firms are revamping their lead-to-cash process to impact what matters in the emerging economic environment: strong customer relationships and profitable growth. These firms are achieving a new level of process innovation and integration with powerful new software tools.

Tags : lead-to-cash process, process innovation, process integration, sap, perfect-order processing, customer relationship management, customer satisfaction, customer service
    
By: SAP     Published Date: Mar 28, 2011

Learn how SAP Business Communications Management and SAP Customer Relationship Management provide the technology foundation for communication-enabled business processes that result in simplified interactions across marketing, sales, and service processes.

Tags : sap bcm, sap crm, cebp, customer relationship management, marketing automation, sales automation, sap
    
By: SAP     Published Date: Mar 25, 2011

Check out this case study describing how Colmobile, Israel's largest auto importer, is using SAP CRM to deliver a differentiated customer experience. (Bloomberg Businessweek Research Services, 2011)

Tags : sap crm, customer experience, customer-centric infrastructure, integration application, application integration, application performance management, best practices, customer interaction service
    
By: SAP     Published Date: Mar 25, 2011

Read this first of four reports based on a global survey of executives on customer experience management, as well as interviews of SAP customers and industry influencers and analysts. (Bloomberg Businessweek Research Services, 2011)

Tags : customer experience, customer experience management, company service, best practices, customer interaction service, customer relationship management, customer satisfaction, customer service
    
By: SAP     Published Date: Mar 25, 2011

Forrester evaluated the customer service and support capabilities of 19 leading CRM suite solutions against 196 criteria. SAP ranks as a leader due to having "the most complete customer service solutions.

Tags : customer service solutions, crm suites customer service solutions, crm suites, business activity monitoring, customer interaction service, customer relationship management, customer satisfaction, customer service
    
By: SAP     Published Date: Mar 25, 2011

SAP Insider Article covering new SAP CRM innovations which help companies empower their employees, substantially improve the customer experience, and thereby achieve a competitive advantage.

Tags : competitive advantage, sap crm, customer experience, customer experience advantage, customer interaction service, customer relationship management, customer satisfaction, customer service
    
By: SAP     Published Date: Mar 24, 2011

Between May and June 2010 Aberdeen examined the experiences and intentations of more than 170 service and manufacturing enterprises in the use and selection of non-field based service delivery channels enterprises.

Tags : multi-channel service delivery, service delivery, multi-channel framework, traffic management, application performance management, call center management, customer interaction service, customer relationship management
    
By: SAP     Published Date: Mar 24, 2011

As marketing and sales organizations endeavor to escape the constricted economy of 2009, one of the most significant barriers to sustainable business growth lies squarely in their source of revenue: creating and maintaining profitable, long-term relationships with key customers.

Tags : relationship management, customer service, customer loyalty, corporate revenue, business activity monitoring, customer interaction service, customer relationship management, customer satisfaction
    
By: IBM Software     Published Date: Feb 14, 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 14, 2011

This white paper explores how predictive analytics helps marketing organizations increase ROI by executing highly targeted campaigns focused on high revenue-generating customers and prospects.

Tags : ibm cognos, predictive analytics, marketing campaign management system, roi, customer behaviour, customer interaction service, customer relationship management, customer satisfaction
    
By: IBM Software     Published Date: Feb 14, 2011

View this online demo to learn how leading retailers are using market basket analysis to gain insights into buyer patterns to offer products and promotions that match shopper preferences and behaviors as well as to link purchases to specific buyers to create tailored offers.

Tags : ibm cognos, predictive analytic, market basket analytics, online demo, retailer, shopper preference, consumer behavior, business analytics
    
By: IBM Software     Published Date: Feb 14, 2011

How the smartest organizations are embedding analytics to transform insights into action.

Tags : ibm cognos, predictive analytics, customer relationship, business analytics, customer interaction service, customer relationship management, customer satisfaction, customer service
    
By: SAP     Published Date: Feb 14, 2011

Download a copy of the Forrester report that reviews 24 CRM suite solutions to learn what they believe are the vendors strengths and weaknesses to support four key cross-functional processes in the finance and insurance industries.

Tags : crm, forrester, finance, insurance, lead management, sales, marketing sap, customer relationship management
    
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
    
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