CRM Reports

EGUIDE: As with anything, it is important to start off your CRM initiative on the right foot. The only way to do that is by understanding everything this technology has to offer. From common features to the latest trends, this comprehensive guide breaks down everything you need in order to get started with CRM.

Posted: 31 Aug 2016 | Published: 29 Aug 2016

EGUIDE: It's no secret that CRM enables you to better serve your customers, thus boosting retention rates. However, you need to ensure that the CRM tool you invest in is the best fit for your organization. In this expert guide, compare features and functionalities of 11 leading market vendors, and receive an overview of the latest CRM trends.

Posted: 30 Aug 2016 | Published: 29 Aug 2016

EBOOK: Amid the noise of burgeoning channels of communication, Salesforce's marketing automation platform helps companies address customer needs more personally.

Posted: 30 Aug 2016 | Published: 29 Aug 2016

EZINE: In this issue, we profile Odeon and UCI Cinemas Group's use of hybrid cloud as part of a digital transformation programme aimed at enhancing customer experience and staving off competition from on-demand streaming. We also look at the summertime game of musical chairs at the Government Digital Service, and at 50 years of business software.

Posted: 19 Aug 2016 | Published: 23 Aug 2016

EBOOK: Mobile location-based services offer a treasure trove of customer data, but companies must walk a fine line between sound marketing and personal privacy.

Posted: 18 Aug 2016 | Published: 16 Aug 2016

EBOOK: Every company knows that social media holds great insight into customer desires, but many are failing. This handbook on social media monitoring identifies some of the difficulties and provides suggestions on converting raw data into actionable information to successfully engage audiences, identify prospects and enhance brand awareness.

Posted: 03 Aug 2016 | Published: 04 Aug 2016

EGUIDE: There are many marketing automation platforms to choose from, so it is critical that you choose the one that best meets your organization's needs. In this e-guide, uncover which 5 must-have features to look for in a marketing automation platform and find a further outline of their clusters of features.

Posted: 29 Jul 2016 | Published: 26 Jul 2016

EGUIDE: ECM tools should be a cornerstone in your enterprise information toolkit, but there are many variables in play, and choosing the right platform requires consideration of your industry, objectives, existing software and in-house resources. In this e-guide, we explain the criteria you should use to evaluate and select ECM tools.

Posted: 26 Jul 2016 | Published: 21 Jul 2016

EGUIDE: Call center agents need to be able to access customer account information, but historically they have struggled to do so. In this guide, explore how Service Cloud can help you streamline your agents' access to critical customer information, and how the platform's UI and Lightning development architecture play large roles in that.

Posted: 21 Jul 2016 | Published: 19 Jul 2016

EGUIDE: Customer service is a battleground on which many companies fight to gain competitive edge. Access an exclusive Q&A with Larry Robinson, Senior VP of Product Management for the Service Cloud, and learn how to create solid customer experience and agent productivity using a knowledge management system.

Posted: 20 Jul 2016 | Published: 19 Jul 2016

EBOOK: Predictive marketing shouldn't be ignored – it eliminates the guesswork in the highly competitive marketplace and improves the customer journey on the road to increased sales. This marketing analytics handbook examines the benefits of predictive analytics and the many tools available to assist marketing and sales reps.

Posted: 13 Jul 2016 | Published: 19 Jul 2016

EBOOK: To improve customer experience, companies need to tune into the different platforms consumers use, unify data silos, integrate information systems and plan thoughtful strategies for engaging customers. Discover how to plug the holes in your business' customer experience strategy.

Posted: 24 Jun 2016 | Published: 24 Jun 2016

EGUIDE: Expert consultants and users from eBay and Boingo Wireless discuss contact center technology trends, mistakes, and best practices. Discover ways to upgrade your existing infrastructure to enhance the customer experience and help your company run more efficiently.

Posted: 21 Jun 2016 | Published: 07 Jun 2016

EBOOK: In this 3-part expert handbook, learn how Salesforce Sales Cloud strives to make data entry easy for sales reps and create CRM data that's clean, accurate and complete. Plus, explore the pros and cons of the Salesforce Sales Cloud.

Posted: 19 May 2016 | Published: 19 May 2016

EGUIDE: How will the expansion of the Internet of Things (IoT) influence the workplace and the consumer sphere? This two-part e-guide explains how the IoT will impact supply chain management in the near future and explores how IoT devices will transform enterprise and consumer applications alike.

Posted: 11 May 2016 | Published: 06 May 2016

EGUIDE: According to Harbor Research, there will be some 36 billion connected devices by 2020. But how and where will these devices come online? Explore how the Internet of Things will blur the line between consumer and industrial technology with upcoming trends like virtual reality, wearables, and more.

Posted: 10 May 2016 | Published: 06 May 2016

EBOOK: Sales reps and marketing teams are well versed in the sales funnel, but do you really know how to exploit it? This 3-part handbook can help sales teams that feel they have hit a rut – or are approaching one – rethink the sales funnel.

Posted: 05 May 2016 | Published: 05 May 2016

EBOOK: Learn from experts how predictive analytics should be used by sales teams, and the importance of having a strong model. Also uncover real-world examples of analytics being used to create more customer-specific advertisements and hire more promising workers, and how predictive lead scoring can help sales and marketing teams work together better.

Posted: 02 May 2016 | Published: 29 Apr 2016

EBOOK: This expert handbook explores how to leverage context-aware technologies to create appropriately personalized customer experiences. Discover how to deliver on the promise of personalized content delivery with tools and strategies for web content management, marketing automation, machine learning, and more.

Posted: 19 Apr 2016 | Published: 15 Apr 2016

EBOOK: This expert e-book looks at modern changes in customer experience management. Access to explore mobile and social CRM's increasingly dominant and multidimensional role in customer engagement, as well as ways to transform customer data from disparate digital sources into more personalized messaging.

Posted: 25 Mar 2016 | Published: 15 Mar 2016

EGUIDE: This expert e-guide discusses why Prosound, a consulting company that focuses on improving customer phone experience, traded in their spreadsheets for a CRM system with mobile integration. Plus, learn the questions you need to ask yourself before implementing a CRM system.

Posted: 07 Mar 2016 | Published: 03 Mar 2016

EGUIDE: This exclusive e-guide unveils the latest best practices for aligning CRM metrics with business goals. You'll learn expert tips on leveraging metrics for Salesforce and the call center, as well as uncover the importance of keeping metrics to a minimum.

Posted: 07 Mar 2016 | Published: 03 Mar 2016

EGUIDE: This e-guide offers expert advice for creating a successful omnichannel customer experience by utilizing a unified user interface (UI), service clouds, self-service tools, and more. You'll also learn how to implement a unified contact record for customer interactions so that you can create a consistent, satisfying experience for your customers.

Posted: 02 Mar 2016 | Published: 26 Feb 2016

EGUIDE: The multi-channel mandate is forcing contact centers to make dramatic changes. From tools to knowledge, get expert advice to ensure your agents are fully prepared for any customer request, with tools such as customer listening posts, so that they can provide satisfying customer service.

Posted: 02 Mar 2016 | Published: 26 Feb 2016

EGUIDE: In this expert e-guide, Steve Weissman discusses the benefits that geolocation brings to mobile business process management. Learn how geolocation enables you to make customer service more specific and targeted and enhances business intelligence with geodata.

Posted: 01 Mar 2016 | Published: 25 Feb 2016