CRM Research
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Case Study: la Caixa - Bank takes customer and employee support to the next level
Sponsored by: Hewlett-Packard CompanySpain's La Caixa bank wanted to expand into international markets, but reaching new customers meant amping up its customer service experience. Read this brief case study to discover how La Caixa chose a contact center outsourcing service to improve its customer experience management, boost its competitive position, and ultimately drive growth.
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Increase Your Visibility for Supply Chain Optimization with Mobile Apps
Sponsored by: KonyCheck out this webcast now to learn about the mobile application approach to increasing visibility for supply chain optimization.
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Business 2020: Engaging with the Technology Enabled Customer
Sponsored by: Oracle Corporation UK LtdAs more and more people share things about themselves via the internet, the more opportunity companies have to glean important data about their customers. Check out this e-zine to learn how your business can successfully harness the power of social media and technology to improve customer experience management (CEM).
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Customer Intelligence Tames the Big Data Challenge
Sponsored by: SAS Institute Inc.What are the key factors that help distinguish big data? Consult this informative resource to find out more about how you can unlock the value of data-driven insights. Find out how it helps to drive improved sales and marketing performance as well as other key benefits by reading this resource now.
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Bank Anytime, Anywhere with SAP Mobile Solutions
Sponsored by: SAP America, Inc.This brief video shows how SAP mobile tools will help your customers bank anytime, anywhere. Learn how you can transform your banking business by taking the branch to the customer. Personalize their experience and empower your employees to partner with them and become their trusted advisors.
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Top Five Contact Center Trends for 2013
Sponsored by: AvayaThis resource offers five key trends that are reshaping customer experience management. Discover how successfully tap into these trends will give you the competitive advantage over those who fail to adapt to this rapid change.
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Public complaints case study
Sponsored by: SAS Institute Inc.With large volumes of data pouring into the Hong Kong Efficiency Unit's call center, they needed a way to manage this information and provide excellent customer service. Read this brief case study to see how they leveraged a visual analytics platform to take more effective action and make better decisions.
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Why Your Current Service Desk is Failing Your Business, and What to Do About It
Sponsored by: CA Technologies.Outdated service management platforms are a problem for many businesses, as they result in an excess of costs and complexity. In today's business environment, a service desk update may be in order, and this resource outlines the requirements for a successful platform, along with questions to ask before making a purchase decision.
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Aberdeen Analyst Insight - Social Media & Customer Service: From Listening to Engagement
Sponsored by: SAP America, Inc.Despite the growing popularity of social media among consumers, many customer service companies are still not harnessing the full potential of social channels. Read this insightful report to learn key trends in the use of social media for customer service and discover best practices for integrating social channels with CEM.
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Aberdeen Agent Desktop Optimization: Agents Can Finally Focus on the Customer whitepaper
Sponsored by: SAP America, Inc.In the context of the contact center, being able to provide agents with insights needed to support and engage customers is critical to deliver a positive customer experience. And agent desktop optimization (ADO) initiatives help contact centers accomplish this objective by empowering agents. Continue on for insights.
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Aberdeen Analyst Insight - Social Media & Customer Service: From Listening to Engagement
Sponsored by: SAP America, Inc.While social media seems to be everywhere, a disappointing number of customer service organizations fully harness the power of social channels. Read this report from the Aberdeen Group to discover key trends in the use of social media for customer service and learn best practices for integrating social channels into CEM.
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Mobile apps reach the busy customer
Sponsored by: SearchCRMIn this expert e-zine, discover two key areas of app development in today's mobile climate: delivering quality mobile customer service, and uniting front-end and back-end functionality. Also included is a case study of a mobile app that delivered user-oriented, ultra-simple service with outstanding results.
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Using Analytics to Drive Better Communications- Link Customer Preferences and Behavior with Business Solutions and Document Requirements to Deliver Messaging that Fits
Sponsored by: Pitney Bowes Group 1 SoftwareThis whitepaper will help you understand how analytics can be used to drive better communications for your business. Learn about the state of communications today, its challenges, and opportunities you can take advantage of to enhance your communications.
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The Geocoding Advantage: Best Practices for Managing Customer and Location-based Data in Telecommunications
Sponsored by: Pitney Bowes Group 1 SoftwareThis whitepaper will give you some insight into the benefits high-quality geocoding can bring to your business, and will teach you the best practices today's leaders are following to engage customers, reduce costs and manage risk.
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Single View of the Customer in UK Businesses and the emerging role of Big Data
Sponsored by: SAS Institute Inc.Many companies today are attempting to harness the power of big data to provide customer insights. This informative market report focuses on how businesses in the UK are using data to glean optimal insights, and how far along they are in capturing all the interactions a customer has with an organisation, regardless of the channel.
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When Words Won’t Do, Show Your Story: 7 Tips from Leading Companies For Online Video Marketing.
Sponsored by: Limelight Networks, Inc.This white paper illustrates the importance of video to drive audience engagement and interaction. Learn best practices, key tips, and essential elements of online video marketing.
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Using Social Media to Win Over Customers
Sponsored by: SearchCRMWhile many businesses are eager to join their customers at the social media party, doing so without the proper internal processes in place could spell disaster. In this brief expert e-book, you can learn how to create a successful social CRM initiative (and valuable customer relations) through implementing the right processes and technologies.
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How Foglight Makes User Experience Management a Reality: Three Case Studies
Sponsored by: Quest Software, now a part of DellIn this case study, discover the ways in which user experience management technologies are changing the face of consumer analytics and customer relationship management.
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Comviva ensures that its Value Added Services really do deliver value
Sponsored by: HP IndiaRead on to learn more about Value Added Services (VAS), vendors, and how to maximize revenue and generate growth by providing more for your customers.
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Gartner Customer Strategies & Technologies Summit 2013
Sponsored by: GartnerIn this valuable resource, learn about how the Gartner Customer Strategies & Technologies Summit can help IT and business leaders gain the insight they need to effectively overcome customer relationship and business management challenges to drive success – read on to learn more now.
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Webcast: Tuning Your Revenue Engine
Sponsored by: Revitas, Inc.As part of a series on "Tuning Your Revenue Engine," this webcast explores solutions to revenue leakages by integrating contracting and incentive systems.
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How Smart Insurance Carriers are Turning Information Complexity into a Distinct Competitive Advantage
Sponsored by: Kofax, Inc.This comprehensive webcast explores how advanced information capture and case management capabilities can address new market demands and create better engagements throughout the customer lifecycle.
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For Unwary Users, Social Media Data Analysis Can be an Unfriendly Task
Sponsored by: IBMSocial media analytics can help you gain valuable insights into your business, but it can also be a waste if not implemented properly. Read this expert e-guide to learn about the typical pitfalls of companies when deploying a social media analytics program and get advice on how to avoid them.
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ROI, Budgets Prevent Companies' Embrace of Social Media Analytics
Sponsored by: IBMMany companies are still avoiding implementing social media analytics, despite the renowned benefits it can provide a business. This expert e-guide describes some of the main reasons that companies are hesitant to start a social media analytics endeavor.
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Social Media Analytics Software Pulls Useful Info out of Online Muddle
Sponsored by: IBMIn this white paper, see how unstructured and semi-structured data analytics are changing the relationship of businesses to their social media consumer bases.
