Customer Relationship Management (CRM) | Customer Experience Management (CEM) | Customer Interaction Management | Customer Service (General) | Customer Information Management/ Customer Databases | Marketing Management | On-line Customer Support | Social Networks and Community Management | Business to Consumer Web Commerce | Integrated E-Commerce Solutions

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Commerce Anywhere: A Business and Technology Strategy to Maximize Cross-Channel Commerce Growth by Oracle Corporation April 26, 2011 - (Free Research) E-commerce has gone from fringe to foundation. Now, businesses must tailor their customer serivce approach to the more complex "anytime, anywhere" customer with mobile device in hand. This white paper from Oracle details the "commerce anywhere" approach. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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) VIEW ABSTRACT | GO TO

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. (WHITE PAPER) VIEW ABSTRACT | GO TO 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. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

A realist's guide to building bottom line revenue and customer loyalty with social CRM by SugarCRM Inc. October 17, 2011 - (Free Research) Is social CRM just hype or is it really worth your business's time? Read this eBook from SearchCRM.com for expert advice. (EBOOK) VIEW ABSTRACT | GO TO

Computer Weekly – 20 December 2011: Read this week’s issue, featuring: retail IT issues for Christmas; the cost of software failure; the founder of agile development by ComputerWeekly.com December 20, 2011 - (Free Research) In this week's issue of Computer Weekly, we look at the key technologies that retailers are turning to for IT-enabling customers' Christmas shopping. We examine research revealing the huge cost of application software that fails to meet requirements; and we talk to one of the pioneers of agile software development. Download the new issue now. (EZINE) VIEW ABSTRACT | GO TO

IDC Case Study: Optimizing eCommerce Decisions at TIAA-CREF by Oracle Corporation December 16, 2010 - (Free Research) This IDC case study examines the benefits TIAA-CREF, a Fortune 100 financial services firm, gained from automating their eCommerce marketing. By deploying Oracle Real-Time Decisions, TIAA-CREF was able to apply intelligent process automation to customize online customer interactions. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

How to tackle trust and co-operation by ComputerWeekly.com November 10, 2010 - (Free Research) It is well-known that eCommerce transactions require a level of trust between participants in that trust, in this context, gives each partner confidence that the other will fulfil his part of a bargain in the future. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Guide to using social media for customer support by ComputerWeekly.com February 25, 2011 - (Free Research) Social Media is rapidly emerging as the next big frontier for customer engagement and interactions. This is projected to grow exponentially over the next 5-6 years as the usage and number of active users of Social Media sites and forums continues to grow. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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) VIEW ABSTRACT | GO TO CASE STUDY

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. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

The Social Customer Engagement Index by SAP America, Inc. July 25, 2011 - (Free Research) This white paper provides the results of a survey of industry professionals about how they were using social channels to engage customers from a service perspective. Learn how you can leverage these findings to transform your own efforts to integrate social and traditional methods of communication with your customers. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Enhancing the Customer Experience with Loyalty Management by SAP America, Inc. April 27, 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

Webcast: Connecting Customer Experience Management to Increased Revenue by Ektron, Inc. January 09, 2012 - (Free Research) Join us for an exclusive webcast and hear from Forrester Research about how you can prepare to drive key business outcomes through your digital marketing efforts. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Walk Before You Run: Incorporating Social Channels Into Your CRM Strategy by SugarCRM Inc. November 08, 2010 - (Free Research) Social channels are here to stay and should be part of your customer engagement strategy, as you will be re­quired to integrate these new channels sooner, rather than later. This paper will help you build the best road map to customer success, integrating both old and new channels into your customer experi­ence strategy. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Navigating the path to satisfying online customer experience by Tealeaf November 23, 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

How Cloud Computing Increases The Agility Of Your ERP System by Plex Systems November 07, 2010 - (Free Research) This paper explains how with a community-driven development approach, enhancements are driven by a community of users, which means the system constantly improves in the exact way a user requires. Continue reading to learn the power of community-driven product enhancement. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

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. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Evolving Your Mobile Marketing Presence: Strategies for Succeeding at Mobile As Both a Device and a Channel by Ektron, Inc. December 06, 2011 - (Free Research) Read this Forrester Research Inc. white paper to learn the latest on interactive marketing and how to implement these practices into your mobile marketing stratgieries. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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