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Customer Relationship Management

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Service. Smarter. Thriving in the age of the empowered customer by IBM

January 30, 2012 - (Free Research) In this white paper, learn all about IBM's smarter commerce approach, which considers the entirety of the business-to-business (B2B) and business-to-consumer (B2C) experience. Read on and gain insight into how you can separate yourself from the competition by offering outstanding customer care in the days, months and even years after a sale.

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Grocer Moves Shopping to the Palm of Customers’ Hands by SAP America, Inc.

December 31, 2011 - (Free Research) Read this Bloomberg Businessweek case study to learn how Swiss grocer Coop leveraged its customers' attachment to their iPhones with their long commutes and time-compressed schedules to boost both loyalty and sales with an iPhone shopping app that integrates with its back-end SAP ERP and CRM systems.

(CASE STUDY)

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Gain competitive advantage by using Customer Experience Management Solutions to extend brand value by Tealeaf

December 22, 2011 - (Free Research) In this podcast, industry expert Rebecca Wettemann discusses how companies can balance customer experiences and brand promotion without creating conflict.

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Executive Brief Digital Transformation: Creating New Business Models Where Digital Meets Physical by IBM

November 17, 2011 - (Free Research) As businesses embrace the digital revolution, they're rethinking what customers value most and creating operating models that take advantage of what’s newly possible for competitive differentiation. This report is designed to provide senior executives with analysis and insight on how fast and how far to go on the path to digital transformation.

(WHITE PAPER)

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Assessment Cross-Channel Experience Assessment by IBM

November 17, 2011 - (Free Research) This paper offers information on rapidly developing a cross-channel strategy that reflects current customer trends and priorities, assesses a company’s Channel Capability Maturity, and helps to determine optimal future maturity needed to support the channel strategy.

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Analyst Research IBM Synchronizes its Commerce 2.0 Strategy with ‘Smarter Commerce’ Initiative by IBM

March 31, 2011 - (Free Research) In this paper, IDC Insight highlights the important elements of the IBM Smarter Commerce announcement and looks at the implications of the announcement in the context of a powerful movement that is occurring in the commerce solutions marketplace, both business to business (B2B) and business to consumer (B2C).

(ANALYST BRIEF)

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The Social CRM Playbook by SugarCRM Inc.

August 31, 2011 - (Free Research) This white paper will provide an outline of the broad steps you should take in building a social CRM strategy and a overview of how you can pair that strategy with technology to enable your business to practice real social CRM.

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Removing Struggle from Online Shopping: Findings from Econsultancy's Customer Experience Survey by Tealeaf

November 02, 2011 - (Free Research) This is a white paper compiled of survey findings on understanding a business' online customer experience.

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Unlock the Value of Social Media Data by Hewlett-Packard Limited

January 04, 2012 - (Free Research) Read this paper now to learn how you can implement social data practices into your current customer analytics program.

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Analyst's take: Microsoft Dynamics CRM boosts customer service and company profits by ComputerWeekly.com

February 11, 2011 - (Free Research) Microsoft Dynamics CRM enables organizations to improve customer service, effectively manage marketing and communications, and increase sales productivity, ultimately driving increased profits and reduced costs.

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