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: 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: 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
    
By: Akamai     Published Date: Jun 04, 2010

Predictive analytics have been used by different industries for years to solve difficult problems that range from detecting credit card fraud to determining patient risk levels for medical conditions. It combines data mining and machine-learning technologies to create statistical models based on historical data. It then uses these models to predict future events. Extracting the power from the data requires powerful algorithms behind predictive analytics.

Tags : akamai, predictive, online advertising, tracking pixels, online shopping, in-market, site visitors, performance marketing
    
By: ATG, Inc.     Published Date: Apr 27, 2010

ATG-powered CondisLine.com offers a personalized online experience across channels, from a single commerce platform.

Tags : atg, condis, multi channel management, mcm, online shopping, commerce ondemand, automated merchandising, e-commerce
    
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
    
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