Customer Relationship Management (CRM) | Customer Service (General) | Customer Interaction Management | Customer Experience Management (CEM) | Customer Information Management/ Customer Databases | On-line Customer Support | Customer Data Integration | Customer Self-service/ e-Self Help | Contact Center Management | Call Center Management

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CIO Survey Reveals Top Application Performance Management Strategies by CA Technologies. June 13, 2011 - (Free Research) In an exclusive survey, members of the CIO Forum on LinkedIn have weighed in on the business impact of application performance. These CIOs and IT leaders say they directly associate application performance with end-user and customer satisfaction, along with the potential to increase productivity and lower costs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Boost Your Image: Master the Three Stages of Video Conferencing Success by Citrix Online Go To Meeting January 13, 2012 - (Free Research) This new 1080 Group white paper explores best practices for video conferencing and provides a handy checklist for preparing and conducting a successful video conferencing session. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Stop throwing away marketing dollars, key steps for online customer retention by Tealeaf November 04, 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

Create an Online Customer Feedback Loop with Your Call Center by Tealeaf April 01, 2011 - (Free Research) Many retail financial services institutions (FSI) do not have any visibility or context outside of a single interaction channel. In this whitepaper, we will describe the business imperative for closing the multi-channel customer experience gap and discuss how doing so gives you opportunities to differentiate. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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

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. (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

Utilize analytics to drive customer satisfaction and retention by Infor CRM December 16, 2011 - (Free Research) Watch this webcast to discover how you can increase your online marketing efforts with next-gen customer relationship management (CRM) tools that will significantly improve customer satisfaction as well as increase the return rate of customers. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Create an Online Customer Feedback Loop with Your Call Center by Tealeaf January 24, 2011 - (Free Research) In this whitepaper, we will describe the business imperative for closing the multi-channel customer experience gap and discuss how doing so gives you opportunities to differentiate your business. Read on to learn more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

SL Case Study: InScope Solutions by Microsoft September 2008 - (Free Research) Read how a growing IT service firm decreased its auditing time and gained $10 million in revenue growth after deploying a solution using Microsoft Dynamics SL. (CASE STUDY) GO TO CASE STUDY

A holistic view of customer analytics for maximizing selling opportunities by Infor CRM January 2012 - (Free Research) This report explores how best-in-class companies take a holistic approach to providing a complete, accurate and integrated view of customers to improve satisfaction and retention without losing sight of customer profitability. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

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

Sophisticated insights in Banking - From complexity to client centricity by IBM November 2011 - (Free Research) This white paper outlines steps that financial institutions can take to become more business savvy and efficient in the age of the consumer. Read on and learn how to leverage information and reduce risk, properly set product prices, learn about your clients and more. (WHITE PAPER) GO TO WHITE PAPER

Riverbed Helps Triple Gilt Groupe’s Web Traffic Within a Year by Riverbed Technology, Inc. November 2011 - (Free Research) With over 5,000 requests per second during peak periods, online retailer Gilt Groupe could lose a large percentage of its daily profits in just 10 minutes of downtime. After choosing the Riverbed Stingray Traffic Manager as its load balancing solution, visits to the site have increased thanks to improved customer satisfaction. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Customer Experience Management Best Practices For Insurance: Five Ways to Increase Conversion and Adoption Rates by Tealeaf September 2011 - (Free Research) To jump-start your customer experience efforts, Tealeaf, the leader in online Customer Experience Management (CEM) software, recommends in this white paper five best practices that you can implement today to establish an online customer experience competency within your organization. Continue reading to learn more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

5 Impactful Strategies for Unsticking Stuck Deals by Citrix Online Go To Meeting January 2012 - (Free Research) This white paper explores five strategies for getting stalled deals moving back in the right direction. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cloud Computing for the Call Center: The Next Revolution by inContact May 2010 - (Free Research) The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels. (EBOOK) VIEW ABSTRACT | GO TO

Protect Your Customer Base by Ensuring the Best Customer Experience by LogMeIn, Inc. February 2012 - (Free Research) Access this whitepaper to learn more about the changing landscape for mobile devices and platforms, and how remote support can help improve customer service. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

North American Contact Center Industry 2011: A Mid-Year Update and Forecast by Calabrio, Inc. January 2012 - (Free Research) This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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

Strategy update: Using Customer Experience Management solutions to ensure single view of the customer and improve service by Tealeaf January 2012 - (Free Research) In this podcast, get an executive-level overview of CEM methodologies and solutions that companies use to gather this data into a single location, allowing agents to serve customers faster and more accurately. (PODCAST) VIEW ABSTRACT | GO TO PODCAST

Gartner 2011 Magic Quadrant for BI Platforms by LogiXML January 2012 - (Free Research) This white paper features results of a survey conducted by Gartner. The survey asked business intelligence (BI) leaders to explain their experiences with BI platforms from 25 vendors (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Customer Intimacy Imperative by IBM November 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. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Sales Performance Optimization: 2007 Survey Results and Analysis by CA Technologies. September 2008 - (Free Research) This report represents the summary findings of our thirteenth annual survey of challenges impacting sales performance today. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Case Study: Sling Media - A Better Customer Experience with Integrated Support by LogMeIn, Inc. January 2012 - (Free Research) Learn about a leading on-demand remote support product that is easy to use and secure with cost-effective service delivery. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

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