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: 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
    
By: Numara Software     Published Date: Jul 16, 2009

Find out how Numara Track-It! can help you build better processes, manage organizational knowledge and solve problems quickly. Keep issues from falling through the cracks and efficiently manage help desk requests as well as other processes that require request management: • Optimize help desk efficiency with easy to use systems • Empower customers with self service • Improve productivity with automated alerts, notifications and assignments • Reduce diagnostic time with knowledge management • Reduce resolution time with asset and work order history

Tags : help desk, track it, numara, customer management, best practices, customer satisfaction, self service, knowledge management
    
By: IBM ILOG.     Published Date: Jul 14, 2009

Financial services managers must revisit the quality of their risk management capabilities while reducing cost through more efficient operations. Often, unique leverage can be found with improved business process management, policies and exception-based decisions.  Hear three industry experts discuss how banks are using BRMS to meet the demand for speed, control, and profits.

Tags : ibm, financial, quality, risk, management, cost, reduce costs, effiency
    
By: IBM ILOG.     Published Date: Jul 14, 2009

Has your organization run into difficulties adapting to evolving business conditions? Is there interest in being able to increase the efficiency of your operational processes? Are your business experts looking to more easily control the decisions within mission-critical systems? If you have answered 'yes' to any of the above, you may benefit from integrating a Business Rules Management System (BRMS) into your organization's overall enterprise architecture.  Learn more today!

Tags : ibm, organization, brms, business conditions, business rules management system, enterprise, improvement, profitabilty
    
By: IBM ILOG.     Published Date: Jul 14, 2009

How-to vidoes explain the inner workings of JRules and BRMS, from writing rules to invoking decision services.  Become an instant expert!

Tags : ibm, jrules, brms, video, rules, decision making, services, systems
    
By: IBM ILOG.     Published Date: Jul 14, 2009

Increase success at point-of-contact with more frequent and focused cross-sell and upsell improve customer and partner satisfaction with better service and support. Increase revenue, profitability and wallet-share through greater acceptance. Improve auditability with consolidation of siloed and divisional approaches. Learn more today!

Tags : ibm, ilog brms, objective, organization, automate, experience, interaction, companys best sales customer service
    
By: IBM ILOG.     Published Date: Jul 14, 2009

Financial services managers must revisit the quality of their risk management capabilities while reducing cost through more efficient operations. Often, unique leverage can be found with improved business process management, policies and exception-based decisions.  Hear three industry experts discuss how banks are using BRMS to meet the demand for speed, control, and profits.

Tags : ibm, health, healthcare, customer, service, private, epxperience, insurance
    
By: IBM ILOG.     Published Date: Jul 14, 2009

This white paper discusses one of the most effective ways to extend CRM functionality to competitively enhance your customers' experiences. By using business rules as a non-disruptive extension to your existing CRM system, you will facilitate highly personalized, flexible and consistent interactions in real time at the point of contact. Learn more today!

Tags : ibm, crm, functionality, customer, efficiency, system, flexible, atm
    
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