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Through Engagement and Interaction, The LEGO Group Nurtures Loyalty Among Consumers by SAP America, Inc.
July 30, 2011 - (Free Research) Read this brief Bloomberg Businesweek case study to learn how The LEGO Group has leveraged organizational changes— including implementing loyalty management software from SAP that integrates with its SAP ERP and CRM platform— to achieve a high level of consumer interaction and improve its customer experience.
TouchPoints TV: Rochelle Schard, Infor by Infor CRM
February 06, 2012 - (Free Research) In a special interview with TouchPoints TV, Rochelle Schard, Director of Marketing for Infor, shared her first impressions of the NRF's BIG Show. Watch this videocast now to get an insider’s look at the conference and Infor’s latest tools and tactics for workforce management (WFM).
The Customer Loyalty Conundrum by SAP America, Inc.
September 30, 2010 - (Free Research) In 2011, Forrester Consulting conducted a study to find out how customer loyalty decision-makers define and execute customer loyalty. Read this study to find Forrester's analysis of how loyalty decision-makers currently use customer data, technology, and analytics to manage customer loyalty programs.
BoldChat Whitepaper: Proactive Chat by LogMeIn, Inc.
February 06, 2012 - (Free Research) If you are unfamiliar with proactive chat or already have proactive chat software and want to learn how to make the most of it, then check out this white paper to gain a strong understanding.
Social Media-based Customer Loyalty Programs by Infor CRM
February 06, 2012 - (Free Research) This e-guide from our editorial team will teach you how to efficiently deliver additional value to customers via social media as well as tips for finding balance when connecting with customers, and expert engagement tips from social media consultant Erik Qualman.
Have You Earned Your Customers’ Trust? by inContact
January 16, 2012 - (Free Research) Companies need to take their customer experience to the next level. This means being more responsive and proactive, delivering consistently on brand promises, listening to customers and acting on that insight. Read on to learn why customer trust is critical to your business and how to successfully build your customer's trust.
7 Best Practices for Speech Analytics by Autonomy, an HP company
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December 28, 2011 - (Free Research) Your customers are also calling, chatting, tweeting and emailing your contact center agents, sharing valuable information during each interaction. Download this complimentary white paper to learn how you can easily gather and leverage data from all customer interactions to assess how your agents are performing and improve the customer experience.
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.
Reinventing the Web Channel to Maximize B2B Sales and Customer Satisfaction by Oracle Corporation
April 26, 2011 - (Free Research) As e-commerce continues to grow, customer expectations for B2B e-commerce are changing rapidly. Business to business (B2B) companies that wish to grow and become more profitable are realizing that the old ways of doing business are insufficient and are investing in e-commerce platforms.
How to Win Online: Advanced Personalization in E-Commerce by Oracle Corporation
April 25, 2011 - (Free Research) Now that online shopping is a mainstream actitivity, the competition to win the e-commerce customer has never been fiercer. Today, the challenge is no longer getting customers to shop online but getting the existing base of online shoppers to spend more and exhibit brand loyalty. Learn how to win the battle of the brands in today's white paper.
Cross-Channel Commerce: A Consumer Research Study by Oracle Corporation
April 25, 2011 - (Free Research) The number of channels which consumers use to research and purchase products or services is growing. This white paper takes a look at a recent survey of consumer buying habits in regards to the number of channels they use when shopping and how businesses can provide a better experience across these channels for their customers.
Leverage WFM for exceptional customer experiences by Infor WFM Workbrain
December 16, 2011 - (Free Research) Read this white paper to discover strategies for leveraging workforce management (WFM) to improve customer service, and thus increase customer satisfaction and retention.
Customer Experience Exchange E-Zine Issue 2 by SearchCRM
January 31, 2012 - (Free Research) This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.
Interactive Guide to Customer Experience Management by Tealeaf
January 24, 2011 - (Free Research) In this e-book, you'll hear directly from real-world customer experience management practitioners, who share some of the steps you can take today to develop an online customer experience competency. Learn how to take a disciplined approach to understanding how customers interact with your business online and removing the obstacles to their success.
The Ultimate Guide to Email Prospecting by Citrix Online Go To Meeting
January 13, 2012 - (Free Research) This new e-book by Jill Konrath, sales strategist and author, explores how to craft an email message that grabs the attention of prospects and compels them to continue the conversation.
The Customer Experience Edge by SAP America, Inc.
July 25, 2011 - (Free Research) Getting the right mix of quality service, engagement and communication is difficult, and it's not uncommon for an organization's customer service score to fall short of the experience they believe they are providing. This e-book preview excerpt delves into the finer details of providing a quality customer experience.
The Customer Intimacy Imperative by IBM
November 18, 2010 - (Free Research) Business success today requires a new depth of customer insight. Learn how the right blend of customer-centric strategies and advance analytic tools can help your business achieve a competitive advantage. Read this white paper to realize the full potential of your customer relationships.
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