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: Attivio     Published Date: Apr 07, 2010

The wealth and volume of content and data, including new applications and data sources, cloud computing, SaaS, email, SharePoint and public content, have made information integration more important than ever.

Tags : attivio, unified information access, voc, voice of the customer, customer service, crm, customer interaction service, customer relationship management
    
By: Microsoft Dynamics CRM     Published Date: Mar 30, 2010

As global employment prospects lag behind a slow economic recovery, customers in many parts of the world are more cautious and better informed than ever. They have access to a wealth of information about the products and services they seek, much of it obtained from trusted sources almost immediately. Yet businesses have moved slowly to exploit emerging technologies and information sources like Twitter, Facebook and YouTube. As a result, customers often seem better informed about the products and services they buy than companies are about their customers. This imbalance presents a big challenge to companies struggling to avoid commoditisation and it could grow into a competitive disadvantage as customers demand more personalized service.

Tags : microsoft dynamic crm, productivity enhancement, customer service productivity, customer interaction service, customer relationship management, customer satisfaction, customer service, productivity
    
By: ATG, Inc.     Published Date: Mar 26, 2010

Consumers are using multiple channels to research and purchase, but merchants can do more to close sales online.

Tags : atg, cross channel commerce, multi channel, consumers, catalogs, business activity monitoring, customer interaction service, customer relationship management
    
By: Nuance Communications     Published Date: Mar 16, 2010

The recent economic downturn has created some formidable challenges for the retail banking industry. Fraud and identify theft are on the rise, costing banks big money and raising customer concerns about security.

Tags : nuance, retail banking, fraud, identify, contact, theft, outbound, access control
    
By: Microsoft Dynamics CRM     Published Date: Mar 11, 2010

Covering All Points of Attack. As the availability of product and service information on the Internet grows, both the providers and receivers of service have larger networks through which to communicate, interact and transact.

Tags : microsoft dynamic crm, service delivery, contact center, customer satisfaction, customer relationship management, call center management, call center software, customer interaction service
    
By: Microsoft Dynamics CRM     Published Date: Mar 02, 2010

While the new generation of self-service applications for the Web and IVR is excellent, successful self-service programs will depend on giving customers choices and striking the right balance.

Tags : microsoft dynamics crm, contact call center, self-service application, ivr, interactive voice response, customer service interaction, live agent support, automated self-service
    
By: ATG, Inc.     Published Date: Feb 19, 2010

As networks, devices and media converge, telecoms companies have increasingly complex catalogues of products and services on offer to customers who are, in turn, becoming more aware that they can easily switch to other providers.

Tags : telecom, atg, web 2.0, customer service, clicks, quocirca, mcm, multi channel marketing
    
By: Qwest Business.     Published Date: Jan 27, 2010

Today's organizations must embrace innovation, achieve a high level of responsiveness and transform customer information and feedback into actionable results.

Tags : qwest business, customer service, feedback, voice and data network infrastructure, telecommunication, crm) and sales force automation, converged ip network infrastructure, infrastructure
    
By: En Pointe Global Services     Published Date: Jan 25, 2010

So how do you make sure you will gain the benefits of outsourcing and avoid the pitfalls? We have done the research and drawn from our own experience to bring you.

Tags : en pointe global services, outsourcing, help desk, it service delivery, single point of contact, spoc, roi, customer relationship management
    
By: SAP     Published Date: Jan 19, 2010

Your information can be one of your greatest assets - helping you stay on top of regulatory requirements, close to customers, and ahead of the competition. Organizations that pay attention to their data will be the ones to survive and thrive. So how do you obtain a complete view of your information when it is scattered across silos? Or integrate data from structured and unstructured data sources? Or help reduce the risk of inaccurate reporting? And how do you manage your information more effectively to help keep costs from spiraling out of control?

Tags : sap, eim, enterprise information management, erp, crm, etl, customer relationship management, enterprise resource planning
    
By: Senn Delaney     Published Date: Dec 15, 2009

A positive customer experience is a critical competitive differentiator it today's stuttering economic climate. Yet consumers are giving companies a failing grade at a time when the need to be customer centric is being put to the test as never before. This whitepaper by Senn Delaney partner and executive vice president Bill Parsons helps leaders consider whether their company's culture is really as customer-centric as it should be.

Tags : senn delaney, customer focused, brand management, customer-centric, employee management, employee engagement, application performance management, best practices
    
By: LANDesk     Published Date: Dec 08, 2009

This report created by the Service Desk Institute and sponsored by LANDesk provides an insight into the UK IT Support Industry by examining the core of any organisation - the Service Desk. The study covers a wide range of issues from technology and metrics through to training and salaries.

Tags : avocent, service desk, help desk, landesk, benchmarking, desk managers, technical desks, business management
    
By: IBM     Published Date: Oct 23, 2009

In the white paper, "Shopper Advocacy: Building Consumer Trust in the New Economy," you'll learn the results of a survey of 30,000 U.S. retail consumers, conducted by the IBM Institute for Business Value.

Tags : consumer trust, retail business, ibm, business value, customer loyalty, advocacy, customer relationship management, customer satisfaction
    
By: Salesforce.com     Published Date: Oct 22, 2009

How a CRM project is planned, implemented, and promoted is crucial when it comes to adoption. In this whitepaper you'll learn how to avoid some common pitfalls that often hinder adoption, such as lack of executive endorsement, IT constraints, structural inflexibility and more. Prepare for the pitfalls before implementation and your return on CRM investment will soar.

Tags : salesforce, crm, project management, roi, sales, sales tools, help desk, business activity monitoring
    
By: Senn Delaney     Published Date: Oct 22, 2009

To the casual observer, aircraft manufacturer Airbus UK and pharmaceutical giant GlaxoSmithKline (GSK) wouldn't appear to share a lot of common ground. Some would say that the worlds of building airplanes and producing the next blockbuster wonder-drug are light years apart. A closer look shows that these two organizations are more similar than one might initially think.

Tags : senn delaney, gsk, customer focused, brand management, customer-centric, employee management, employee engagement, application performance management
    
By: Sage SalesLogix     Published Date: Sep 15, 2009

Your highest priority is to grow your business, and your business tools should help you achieve that goal. Sage SalesLogix provides a complete view of customer interactions across sales, marketing, customer service, and support so your teams can collaborate and respond promptly and knowledgeably to customer inquiries and opportunities.

Tags : crm, customer relationship management, sage, saleslogix, customer centric, customer-centric, customer service, service
    
By: Senn Delaney     Published Date: Aug 21, 2009

Interview with Ohio State University President Dr. Gordon Gee The Ohio State University President Dr. Gordon Gee discusses his passion and progress on creating a "One University", high-performance culture to take the largest university in the U.S. from excellence to eminence. On the global stage, it is part of his vision to build a new model for the university of the 21st century: more agile, more responsive, less insular and less bureaucratic.

Tags : senn delaney, customer focused, brand management, customer-centric, employee management, employee engagement, application performance management, best practices
    
By: IBM     Published Date: Aug 10, 2009

The growing adoption of collaborative and social networking applications such as Lotus productivity software is reflected in IDC's Canadian forecast, detailed in this white paper.

Tags : lotus, idc, efficiency, collaborative solutions, revenue growth, customer satisfaction, social networking, twitter
    
By: IBM     Published Date: Aug 10, 2009

Digital Media convergence, Web 2.0 and social networking's growing influence are forcing Telecommunications companies to transform their service offerings. Watch this webcast to learn about IBM's asset-based telecommunications solutions that solve our clients most important challenges.

Tags : web 2.0, social networking, telecommunications, digital media, collaboration, ibm, empowering people, spde
    
By: IBM     Published Date: Aug 10, 2009

This whitepaper captures the lessons learned from various Project Liberate engagements worldwide and presents best practices from these case studies as well as advice on negotiating strategies. The information is based on publicly available data sources (which are subject to change as offerings change), customer feedback, and IBM’s own experience in dealing with these offerings. Learn more today!

Tags : ibm, wibm, consulting engagement, customer experience, microsoft enterprise agreement, microsoft enterprise agreements, cal, core client access license
    
By: IBM     Published Date: Aug 10, 2009

Whatever you need, IBM WebSphere Portal Version 6.1 software can help by making it easy to connect people, information and applications in just the right combination for your business.

Tags : ibm, websphere portal, websphere portal version 6.1, empowering people, information, applications, investments, seamless
    
By: SAP Inc.     Published Date: Jul 28, 2009

Learn from today's sales leaders who have benefited from building a sales strategy based on a position of deep customer knowledge.

Tags : sap, sales organization, best-run, sales opportunity, sales strategy, customer database, crm, customer relationship management
    
By: SAP Inc.     Published Date: Jul 28, 2009

Learn what companies can do in economic downturns to position themselves for later success.

Tags : crisis, sap, customer strategy, crm, customer relationship management, change management, business intelligence, soa
    
By: IBM     Published Date: Jul 23, 2009

Companies that successfully introduce a new requirements-engineering process not only change their process and technology but also change their thinking. While improving your requirements management and analysis practices, this step-by-step guide can help you accelerate change and process acceptance across your organization. Learn more today!

Tags : ibm, telelogic, doors, enterprise applications, business management, business process management, customer relationship management
    
By: Numara Software     Published Date: Jul 16, 2009

See how this integrated out-of-the-box help desk, asset management and Change Management solution can help solve many IT help desk problems with ease.• Easily create tickets and requests • Automate repetitive workflows • Perform asset discovery • Manage software license compliance • Run pre-built dashboards and reports 

Tags : numara, help desk management, track it, asset management, asset discovery, tickets, requests, dashboards
    
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