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: Nov 02, 2010

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 predictive analysis, business performance, customer relationship, customer intimacy, application performance management, customer interaction service, customer relationship management, customer satisfaction
    
By: LifeSize, a division of Logitech     Published Date: Nov 01, 2010

Before you purchase a new video communications system, it helps to think through a few key points which is found in this white paper.

Tags : lifesize, video conferencing, multimedia presentation, productivity, high definition, ip networks, ip telephony, customer interaction service
    
By: Microsoft Corporation     Published Date: Oct 19, 2010

Attend this webcast to see the product in action (including integration to Microsoft Business Productivity Online Services), to understand the competitive advantages Microsoft Dynamics CRM Online has over other solutions in the market, and to hear examples of successful customers managing their customer relationships in the cloud.

Tags : microsoft dynamics crm online, sales and marketing, business productivity, customer relationship, cloud, customer relationship management, customer interaction service, customer satisfaction
    
By: Microsoft Corporation     Published Date: Oct 19, 2010

Attend this webcast to see Microsoft Dynamics CRM Online in action and learn about customers who have used the solution to address areas such as Microsoft Office Outlook integration for e-mails, lead routing and qualification, opportunity management, sales process workflow, forecasting and sales analytics, and account management.

Tags : microsoft dynamics crm online, sales force automation, sfa, sales cycle, cloud, office outlook integration, analytics, business analytics
    
By: Microsoft Corporation     Published Date: Oct 19, 2010

Join us for this webcast to learn how Microsoft® Dynamics CRM Online provides complete service management functionality to help you manage cases, contracts, and knowledge.

Tags : microsoft dynamics crm online, customer service operation, cloud, business productivity, contact management, call center management, call center software, customer interaction service
    
By: Microsoft Corporation     Published Date: Oct 19, 2010

Attend this webcast to see Microsoft Dynamics CRM Online in action, including integration to Microsoft Business Productivity Online Services (BPOS), and learn about customers who have used Microsoft Dynamics CRM Online.

Tags : microsoft dynamics crm online, marketing, roi, business productivity online services, bpos, data acquisition and segmentation, marketing analytics, customer interaction service
    
By: IBM     Published Date: Oct 19, 2010

Learn how to use Enterprise 2.0 technologies to take collaboration at your company to the next level!

Tags : collaboration, collaboration tools, collaborative management, enterprise 2.0, enterprise management, ibm, business process automation, customer relationship management
    
By: ATG, Inc.     Published Date: Oct 07, 2010

This 24-page study, aggregates the results of six large online companies (three retailers and three leading airlines), to measure the cost and ROI of these contact methods.

Tags : atg, roi, customer retention, contact management, online chat, click to call, call center management, call center software
    
By: ATG, Inc.     Published Date: Oct 07, 2010

Read the complimentary analyst report to gain valuable insight and actionable strategies for extending your customer service to the online channel.

Tags : atg, online customer service, mobile channel, mobile commerce, ebusiness, customer satisfaction, call center, call center management
    
By: ATG, Inc.     Published Date: Oct 07, 2010

Why business must offer live voice and text chat assistance to drive online sales.

Tags : atg, voice chat, roi, online channel investment, voice-based sales assistance, e-commerce, customer satisfaction, call center management
    
By: SAP     Published Date: Oct 05, 2010

This paper will examine the state of consumer mobile in retail today, Driven in part by RSR's research among retailers as well as a look at the mobile use---cases that retailers have currently deployed.

Tags : sap, mobility, competitive edge, mobile workers, shopper, ecommerce, consumer mobile, enterprise mobility
    
By: PitneyBowes     Published Date: Sep 29, 2010

Our recent survey of business-to-business (B2B) companies across the UK, France, Germany and the USA reveals that TransPromo is moving from a much-talked-about projection to a widely implemented reality.

Tags : pitney bowes, b2b communications, transpromo, transactional mail, customer relationship, business management, customer interaction service, customer relationship management
    
By: Adobe     Published Date: Sep 28, 2010

This How-To Guide for Creating Open Government reviews the opportunity of open government, how technology enables open government, and how to make government more transparent, participatory and collaborative.

Tags : adobe, open government, customer interaction, information management, collaborative, transparency, business analytics, business intelligence
    
By: IBM     Published Date: Aug 30, 2010

Vendors in this market have been challenged in their attempts to gain market visibility and awareness for their products and for the benefits they can provide compared with just throwing more hardware at the problem.

Tags : ibm, database application, vendor, data archiving, erp, crm application, customer relationship management, storage management
    
By: SAS     Published Date: Aug 27, 2010

This research program is an online survey of C-level executives at leading large and midsize companies who are members of the BusinessWeek Market Advisory Board, an online panel of 20,000+ business leaders and executives.

Tags : sas, customer relationship, crm, business analytics, c-level executives, businessweek, customer interaction service, customer relationship management
    
By: WhichVoIP     Published Date: Aug 24, 2010

With the rise in popularity of hosted VoIP options, you can be up and running (and saving money) in just a few hours, without having to install any costly equipment.

Tags : whichvoip.com guide, voip phone service, smb, small businesses, voice over internet protocol, telephone network, telecommunication, ip networks
    
By: SAP     Published Date: Jul 29, 2010

SME Clear Value Interactive Guided Tour (ITour) explains the value of the SAP SME portfolio through three value scenarios: Insight, Efficiency and Flexibility

Tags : sap, sme itour, smb, operating system, financial management, crm, customer relationship management, reporting
    
By: CA Technologies     Published Date: Jul 26, 2010

Using the CA Wily Application Performance Management (APM) solution consisting of CA Wily Introscope® and CA Wily Customer Experience Manager™, JN Data better manages Web applications through faster diagnosis of problem root causes in its customers' heterogeneous environments.

Tags : ca technologies, jn data, web application management, ca wily, application performance management, apm, customer experience manager, virtual server network
    
By: CA Technologies     Published Date: Jul 26, 2010

Adopting an effective application performance management strategy is a critical step in managing complex Web revenue and generating mission critical applications to deliver a high-quality end-user experience.

Tags : ca technologies, performance optimization, web application, application performance management, apm, customer experience, customer interaction service, customer relationship management
    
By: CA Technologies     Published Date: Jul 23, 2010

This IDG Research Services study demonstrates that CIOs and IT leaders recognize the business impact of application performance. It's all about end-user and customer satisfaction, increasing productivity, and lowering costs.

Tags : ca technologies, cio, application performance management, customer satisfaction, productivity, customer interaction service, customer relationship management, customer service
    
By: Interactive Intelligence     Published Date: Jul 21, 2010

DMG Consulting LLC identifies five top misperceptions, and dispels them with findings from their recent customer satisfaction study for hosted contact center services.

Tags : interactive intelligence, contact center solution, customer satisfaction, communications as a service, caas, sip, hosting, tco
    
By: Interactive Intelligence     Published Date: Jul 21, 2010

To successfully choose and implement an IP system, the best place to start is with a roadmap - current offerings, justification factors, upcoming solutions, and suggested planning guidelines. Without one, your new system might never move forward. Read more.

Tags : interactive intelligence, customer ip communication, digital pbx, unified communication, voice network, ip data network, contact center solution, ip networks
    
By: Senn Delaney     Published Date: Jul 13, 2010

CEOs and their senior leadership of most major corporations are usually highly proficient individuals who run their business units or functions efficiently but they may not work as well together to guide the overall firm.

Tags : senn delaney, customer focused, enterprise leadership, shared service, brand management, customer-centric, employee management, employee engagement
    
By: Citrix Online     Published Date: Jul 01, 2010

This new smith+co white paper explores the importance of the customer experience and the role of technology in creating, nurturing and strengthening customer relationships with every single interaction.

Tags : citrix online tech, support center, customer experience management, contact center, crm, call center management, call center software, customer interaction service
    
By: Citrix Online     Published Date: Jul 01, 2010

This new white paper explores the strategic role first-contact resolution plays in support environments, provides best practices for optimising performance and outlines steps for achieving consistent FCR.

Tags : citrix online tech, best practices, first-contact resolution, performance driver, fcr, support centre, tco, problem management
    
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