Customer Relationship Management (CRM) | Customer Service (General) | Customer Experience Management (CEM) | Customer Interaction Management | Customer Information Management/ Customer Databases | On-line Customer Support | Social Networks and Community Management | Business Intelligence Solutions | Customer Self-service/ e-Self Help | Customer Data Integration

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Maximize the Value of On-Demand CRM with On-Demand Reporting by Business Objects August 2007 - (Free Research) Improving the overall quality of your company’s decision-making process results also improves the overall effectiveness of your business. This paper explains how reporting will help your organization make better decisions, and how on-demand reporting allows you to accomplish this task in a fast, cost-effective, and easy-to use manner. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Office 365 SharePoint Online - Architectural Considerations by AvePoint, Inc. October 2011 - (Free Research) Learn about the new services available for Office 365 and how you can incorporate them into your enterprise IT portfolio. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Reinventing the Web Channel to Maximize B2B Sales and Customer Satisfaction by Oracle Corporation April 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. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Customer Experience Exchange E-Zine Issue 2 by SearchCRM January 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. (EZINE) VIEW ABSTRACT | GO TO

Navigating the path to satisfying online customer experience by Tealeaf November 2011 - (Free Research) Read this exclusive e-guide to get an executive-level, 360-degree view on which CRM approaches are best for different business scenarios -- from winning strategies for mobile users to social CRM tools to best practices for multi-channel customer experiences. (EGUIDE) VIEW ABSTRACT | GO TO

Analyst's take: Microsoft Dynamics CRM boosts customer service and company profits by ComputerWeekly.com February 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. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Accela Video Whitepaper: Differentiate Your Company with Complete CRM by Oracle Corporation April 2010 - (Free Research) Interactions between partners, customers, and employees are much faster-paced in our highly-networked world. It is important that CRM solutions understand these relationships. Watch this video to learn strategies for CRM evolution. (VIDEO) VIEW ABSTRACT | GO TO

Differentiate Your Company with Complete CRM by Oracle Corporation February 2009 - (Free Research) This white paper will expand on what Oracle defines as Complete CRM – how businesses can better engage customers and users, manage customer transactions, and analyze results to adapt and take advantage of changing business and economic circumstances to realize greater value from CRM. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

IBM solutions that offer real-time customer insights, integrate applications and build brand loyalty by IBM January 2012 - (Free Research) Want to know how the most successful companies deliver exceptional customer value? Do you know the best practices for using customer analytics? This e-book answers these questions and a lot more about winning trends and practices in customer relationship management (CRM). (EBOOK) VIEW ABSTRACT | GO TO

CRM Your Salespeople Will Love by Oracle Corporation September 2007 - (Free Research) Customer Relationship Management (CRM) can bring enormous benefits to companies, but only if users adopt it. Explore user adoption problems and an overview of the newest CRM features designed to drive ease of use and high rates of user adoption. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Gain competitive advantage by using Customer Experience Management Solutions to extend brand value by Tealeaf December 2011 - (Free Research) In this podcast, industry expert Rebecca Wettemann discusses how companies can balance customer experiences and brand promotion without creating conflict. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

The Social Contract: Customers, Companies, Communities, Conversations in the Age of the Collaborative Relationship by SAP America, Inc. July 2011 - (Free Research) This expert e-book takes an in-depth look at how industry leaders are using social media to build better relationships with their customers. Inside, learn the ways that customer communities are impacting how companies do business, as well as the importance of harnessing this power for constructive dialog. (EBOOK) VIEW ABSTRACT | GO TO

The Social-Powered Enterprise by Salesforce.com February 2012 - (Free Research) This e-book is designed to help you embrace the rise of social media, to harness its power and put it to work throughout the company. It’s based on our experience helping thousands of companies put the power of social media to work. It also discusses the benefits of social-powered selling, including greater reach and better close rates. (EBOOK) VIEW ABSTRACT | GO TO

Customer Experience Exchange E-Zine: Bridging the Customer Experience Chasm by Tealeaf November 2011 - (Free Research) With rapidly changing demands, customer experience management (CEM) can be a tricky craft within your organization's processes. Customer Experience Exchange is a brand new bi-monthly e-zine focused on CEM tips, best practices and techniques. Check out the first ever issue now, exclusively here. (EZINE) VIEW ABSTRACT | GO TO

Removing Struggle from Online Shopping: Findings from Econsultancy's Customer Experience Survey by Tealeaf November 2011 - (Free Research) This is a white paper compiled of survey findings on understanding a business' online customer experience. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Have You Earned Your Customers’ Trust? by inContact January 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. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

CRM without Compromise: A Strategy for Profitable Growth by SAP America, Inc. April 2007 - (Free Research) Consider how SAP can help you improve customer relationship management. Build a synergistic ecosystem with employees, customers, and partners to deliver customer value – where customer demand drives the supply chain and customer insight inspires innovation. Quickly respond to sustain competitive advantage and profitability. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Enhancing the Customer Experience with Loyalty Management by SAP America, Inc. April 2009 - (Free Research) By implementing loyalty programs that are integrated across sales, service, and marketing - across all channels of interaction - a firm can greatly enhance the customer experience, increase customer retention, and foster development of a community of people who serve as advocates for the business. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Forrester Wave™: CRM Suites For Large Organizations, Q2 2010 by Microsoft October 2011 - (Free Research) Read this Forrester Research Inc. analysis of 18 leading customer relationship management (CRM) suite solutions. See what vendors offer the best systems for BPM, ERP, TCO, midsized organizations, and basic needs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

What You Should Know about E-Signature Law by DocuSign, Inc. January 2012 - (Free Research) Read this brief white paper to familiarize yourself with eSignature laws so that your company can gain a competitive edge and increase your business's productivity. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

E-Book: Leveraging CRM to Increase Sales Effectiveness in a Challenging Economy by SugarCRM Inc. September 2010 - (Free Research) This e-book will explore the methods for optimizing sales efforts and working smarter to meet business needs in today’s economy. Continue reading to learn methodologies for increasing sales effectiveness and making this year a successful one for your organization. (EBOOK) VIEW ABSTRACT | GO TO

Are your online customers struggling?  Learn how to increase satisfaction and drive revenues by Tealeaf September 2011 - (Free Research) Knowing why a customer is dissatisfied with your company's online interaction is essential to successful online marketing. Read this white paper to learn about Customer Struggle and how you can eliminate it from your online customer interactions. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Building a Strong Customer Experience by Infor CRM January 2012 - (Free Research) Read this e-guide from SearchCRM.com to learn how American Express and Yahoo tackle customer service with their own twists, how to communicate through multiple channels and ways to craft a single customer view through CEM technology. (EGUIDE) VIEW ABSTRACT | GO TO

Recover lost online revenue with customer experience management by Tealeaf November 2010 - (Free Research) In this white paper, we’ll describe the two main techniques companies utilize to incorporate customer recovery into their overall Customer Experience Management strategy—namely, Immediate Issue Resolution & Follow‐up and Real‐time Customer Recovery. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Stop throwing away marketing dollars, key steps for online customer retention by Tealeaf November 2010 - (Free Research) This webcast explains how without the right tools, organizations lack insight into why particular customers abandon or transactions fail, and the actionable data to be able to re-engage them. But with the right tools and strategies in place, companies can increase revenue and customer satisfaction at the same time. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

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