Sponsored White Papers, Webcasts, and Downloads
Additional Resources
- Customer Experience Management (CEM) Technology: What, Why, and How Does It Work
- A new class of technology has arrived. Customer Experience Management CEM Technology delivers a significant improvement in company profitability and effectiveness by allowing companies to target desired information from customers and leverage a unified, actionable view of customer experience - the most critical information in any company. This paper provides...
- Tags: Customer, Organization, CRM, Customer Experience Management Technology, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software
- White papers 2005-02-01
- Reducing Returns Fraud While Delivering a Superior Shopping Experience
- Returns management strategy should be flexible enough to treat each type of customer differently. A real-time, cross-channel solution that addresses the issues and opportunities at the point-of-return through an adaptable decision engine that automates complex policy enforcement to provide a consistent, predictable customer experience can deliver substantial return on investment....
- Tags: Oracle Corp., Fraud, Oracle Retail, Roi/Tco, Retail, Strategy, Litigation, Finance, Managerial Accounting, Management, Business Operations
- White papers 2006-12-01
- Road Map to Results: How to Optimize the Customer Experience in Your Contact Center
- The contact center is a customer interaction hub where marketing, sales and service combine to drive growth. As the contact center's role in optimizing the customer experience grows, it becomes increasingly vital to have a solid Customer Experience Development strategy in place and the right technological tools to make that...
- Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2005-02-22
- Customer Experience Management: The Value of "Moments of Truth"
- To manage customer experiences, one must first understand what "Customer experience" means. It's almost as difficult to pin down as "Customer relationship." Customer experiences include every point in which the customer interacts with the business, product or service. Customer Relationship Management CRM is a business strategy to acquire, grow and...
- Tags: Customer, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software
- White papers 2006-05-01
- Infrastructure Assessment Helps Win Larger Customer Relationship Management Projects
- Customer Effective, a Microsoft Gold Certified Partner, serves the implementation, customization, and integration needs of midsize companies using Microsoft Dynamics CRM. With the release of Microsoft Dynamics CRM 3.0, Customer Effective began taking on projects with thousands of users. Not only were the stakes higher in terms of Customer Effective's...
- Tags: Microsoft Dynamics, Microsoft Corp., CRM, Customer Relationship Management (CRM), Advertising & Promotion, Enterprise Software, It Services, Software, Marketing
- Case studies
- Customer Relationship Management in Retail Banking
- Retail banks are facing greater challenges than ever before in executing their customer management strategies. Intensifying competition, proliferating customer contact channels, escalating attacks on customer information, rising customer expectations and capitalizing on new market opportunities are at the top of every bank executive's agenda. In looking for ways to drive...
- Tags: Bank, Banking, Electronic Data Systems Corp., CRM, Financial Services, Customer Relationship Management (CRM), Advertising & Promotion, Enterprise Software, Software, Marketing
- White papers 2006-10-01
- Adobe Flex: Build Next-Generation Web Experiences
- Effective user experiences are the key to a company's success. An effective user experience is the difference between a customer who designs, personalizes, and purchases a product and a customer who gets frustrated and abandons a website. It's the difference between a sales manager who enters a customer meeting armed...
- Tags: Adobe Systems Inc., Customer, User Experience, Web Site Development, Web Technology, Telecom & Utilities, Internet
- White papers 2006-05-01
- Defining CEM
- The author's definition of Customer Experience Management flows from his experience with Customer Relationship Management. Since his company's founding, Quaero has defined CRM as the systematic use of information to attract and keep customers through on-going dialogue for long-lasting, mutually beneficial relationships. They always saw CRM as a business strategy,...
- Tags: Author, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software
- White papers 2006-06-01
- Successful Customer Information Management and Oracle Customer Hub
- Customer information is the weak link of many business initiatives. This webcast shares the key elements of effective customer information management and highlights customer case studies from successful Oracle Customer Hub Solutions.
- Tags: Information Management, Oracle Corp., Customer Information, Strategy, Management
- Webcasts
- Best Practices and Solutions for Customer Experience Management and Spotlight on Co-Nexus CXM
- Many factors are driving a sea change in management perception of the corporate call center. There is a growing recognition that the quality of all customer touch points is critical to achieving revenue, profitability, and customer care objectives. Organizations can effectively differentiate themselves from their often larger competitors by providing...
- Tags: Call-center, Best Practice, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2006-01-02
- Publisher Improves Customer Service and Operational Workflow
- Logos Bible Software is a leader in multilingual electronic publishing. The company's Customer Relationship Management CRM solution had become cumbersome, expensive, and inflexible. Logos needed cost-effective, customizable tools that its sales and support staff could use to simplify data management and provide a smoother service experience for customers. Working with...
- Tags: Customer Service, Publisher, Microsoft Corp., Workflow, Logos Bible Software, Sales Strategy, Data Management, Sales Force Management, Customer Relationship Management (CRM), Sales, Enterprise Software, Software
- Case studies
- Effective Outsource Management: Preventing Customer Churn and Unforeseen Costs
- Outsourcing all or part of a company's customer service operation has the potential to lower costs, better focus in-house resources, and even improve customer relationships - but entrusting customers to an outside vendor also creates a service "Gap" that can jeopardize those customer relationships. Executives who hire an outsourcer to...
- Tags: Customer Service, Enkata Technologies Inc., Outsource, Outsourcing, Product Marketing, Customer Relationship Management (CRM), It Operations, Business Operations, Outsourcing & Subcontracting, Marketing, Enterprise Software, Software
- White papers 2006-02-15
- IDMology: Coherent Identity Management Methodology
- The effective management of Identity Management deployment projects has become an increasingly large and complex challenge. Many initial questions must be answered to ensure full understanding and to determine the best solution for a given situation. Because a given deploying organization will go through the process only once under the...
- Tags: Identity Management, Authentication/Encryption, Security
- White papers 2006-01-30
- Customer Experience Happens in the Contact Center
- The contact center's role in a customer experience management strategy cannot be underestimated. Consumers perceive that a company's ability to respond to a problem or request has a higher influence on an excellent experience than any other attribute. That puts the contact center front and center in creating that experience...
- Tags: Cincom Systems Inc., Contact Center, Customer Experience, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2006-04-01
- PeopleSoft Case Study: AGF Management
- AGF Management needed to provide its employees with an enterprise-wide view of customer needs and requirements to increase customer satisfaction, retention, and profitability. AGF Management implemented PeopleSoft Enterprise Portal which connects AGF Management’s employees with a 360-degree view of each customer making it easier to provide better and more effective...
- Tags: PeopleSoft Inc., Portals, Product Marketing, Performance Management, Web Technology, Groupware, Internet, Marketing, Human Resources, Workforce Management, Enterprise Software, Software
- Case studies
- The Total Customer Experience: Best Practices of Cisco, Lands' End, and Air Products and Chemicals
- Regardless of whether we are business customers or independent consumers, we desire "one version of the truth." Learn how best-practice organizations provide one version of truth to employees and customers, thus creating a singular customer experience. This report offers deep insights into a variety of factors that impact and contribute...
- Tags: Chemicals, APQC, Experience, Cisco Systems Inc., Best Practice
- White papers
- Why Your Customer's Experience Holds the Key to Your Company's Future: How to Tap Into and Manage This Most Valuable Resource
- While most organizations focus on the 4 Ps of marketing, a focus on the customer will drive differentiation and profitability in the future. To graduate to the next level of success, companies must engage in Customer Experience Management CEM to identify areas of opportunity for improving the customer experience. CEM...
- Tags: Customer, SAS Institute
- Webcasts
- SimpleSurvey (zip)
- Create simple, effective surveys to measure customer satisfaction, vendor qualifications, and employee opinion. Collect, manage, and analyze results with effective reports and charts. Improve your business by understanding customer perceptions. Great tool for creating quality records for ISO 9001:2000 compliance and management review.
- Tags: Tqm/Six Sigma/ISO 9000, Iso standards, Process Improvement, Product Marketing, Productivity, It Operations, Quality, Business Operations, Marketing
- Software downloads 2005-09-23
- Health Plan Customer Experience: From Enraged to Engaged
- Let's face it; customer experience is a major problem for health plans. Consumer data from Forrester Research shows that members give their health plans very poor grades across every aspect of customer experience. While these poor experiences may not have historically caused major defections, the environment is changing and this...
- Tags: Health Care, Experience, Vertical Industries, Benefits, Healthcare, Enterprise Software, Software, Human Resources
- Webcasts 2008-05-12
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