Customer Relationship Management (CRM) | Customer Service (General) | Customer Experience Management (CEM) | On-line Customer Support | Customer Interaction Management | Customer Information Management/ Customer Databases | Customer Self-service/ e-Self Help | Call Center Management | Virtualization | Social Networks and Community Management

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Cisco Unified CRM Connector 3.0 by Cisco Systems, Inc. The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network.  (HARDWARE PRODUCT) GO TO DETAILED REPORT

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

Smarter communications through analytics by IBM November 18, 2011 - (Free Research) As research suggests, investments in data integration and analytics that maximize the value of each customer are worthwhile and create potential for financial gain. To quantify the value of those investments, an illustrative $8 billion communications provider was modeled. Results from this effort are presented throughout this paper. (WHITE PAPER) GO TO WHITE PAPER

IT in the UK SMB (Small and Medium sized Business) Sector by ComputerWeekly.com January 04, 2012 - (Free Research) This report from Knowledge Peers and Pierre Audoin Consultants (PAC), reveals what leaders of Small and Medium-Sized Businesses (SMBs) think of IT – its strategic value, its potential, and the changing way in which it is being used in their organisations. (IT BRIEFING) VIEW ABSTRACT | GO TO

Presentation Transcript: How Windows Server 2008 R2 Can Lower Your TCO by Dell and Microsoft July 12, 2011 - (Free Research) This presentation transcript explores the business benefits of Windows Server 2008 R2, with a specific focus on Service pack 1. Read about the risks of delaying upgrades and learn about new opportunities for cost savings. (PRESENTATION TRANSCRIPT) VIEW ABSTRACT | GO TO

How to Enhance Customer Interactions by Infor CRM December 19, 2011 - (Free Research) This white paper details tactics for improving your customer interaction efforts for more successful business. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

5 ways to increase online self-service adoption for financial services by Tealeaf September 27, 2011 - (Free Research) Financial institutions need to take immediate steps to ensure they understand the experience of their customers who are transacting online. In this white paper learn how to implement an effective customer experience management (CEM) to help build customer loyalty, revenue, cost savings, and more. (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

Case Study- B&H Photo: Driving Rapid Top-line Growth through Ariba PunchOut™ and Online Marketing by Ariba, Inc. December 22, 2011 - (Free Research) Read this paper to learn about the ways in which online marketing systems can boost sales and drive rapid top-line growth through showcasing your entire spectrum of products and services. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Five Steps to Improving Business Performance through Customer Intimacy by IBM November 18, 2010 - (Free Research) Business success today requires a new depth of customer insight. Read this white paper to learn five practical steps your companies can take to achieve customer intimacy and, by doing so, achieve breakaway performance. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Top 10 Technical Considerations for Evaluating e-Commerce Platforms by Art Technology Group (ATG) July 23, 2010 - (Free Research) This paper offers ten considerations to help guide the selection criteria for your next e-commerce platform - which should ideally be the last e-commerce platform you would ever need to buy. Continue reading to learn these two technical considerations for evaluating e-commerce platforms. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Transforming the Customer Experience: How Four Contact Centers Did It Successfully by inContact September 15, 2011 - (Free Research) If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Stop losing revenue from poor online customer experiences by Tealeaf August 01, 2011 - (Free Research) 24% of annual online revenue is lost globally due to poor online customer experience. This report will underscore the importance of online customer experience management, or CEM, which is about taking a disciplined approach to understanding how customers interact with your business online and removing the obstacles to their success. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

CW+: Analyst's take: The benefits of third-party SAP and Oracle support by ComputerWeekly.com December 27, 2010 - (Free Research) Organizations running mature SAP or Oracle applications experience significant ongoing savings from third-party support.  Nucleus found Rimini Street customers can reduce their annual license maintenance fees by at least 50 percent and avoid upgrade costs while extending the value of their software investment. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Working the Way Salespeople Work by Oracle Corporation September 2008 - (Free Research) Read this white paper to learn how SaaS implementations of CRM provide an entry point to data that more directly serves salespeople's needs with easy-to-use solutions that help them increase productivity and drive more revenue. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cross-Channel Commerce: A Consumer Research Study by Oracle Corporation April 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

Delivering a Unique Online Experience for Segments, Regions, and Brands: Knowing When to Use Personalization, Microsites, and Independent Sites by Oracle Corporation April 2011 - (Free Research) Differentiating customer experiences for online channels is an important deciding factor for loyalty and growth. This white paper discusses the primary considerations and options for delivering a unique online experience to satisfy all of your customer and stakeholder needs. (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

Metrics for Social Customer Service by SAP America, Inc. July 2011 - (Free Research) This e-book examines the need to adopt new metrics for customer service in response to the new ways they engage customers using social media and networks. Inside, learn how to avoid the common pitfall of adding new metrics to traditional performance measurement systems. (EBOOK) VIEW ABSTRACT | GO TO

Yahoo, Amex talk up different customer service approaches by Infor CRM January 2012 - (Free Research) Access this tip guide to learn how American Express and Yahoo Inc., have conquered customer service obstacles while also decreasing customer relationship management (CRM) budgets. (EGUIDE) VIEW ABSTRACT | GO TO

Best Practices for Transforming to a Multi-Channel Contact Center by inContact January 2012 - (Free Research) Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Debunking Security Concerns with Hosted Call Centers by inContact September 2011 - (Free Research) This comprehensive white paper explores the call center landscape, details the benefits of hosted call centers along with the risks involved in cloud-based services. (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

E-Guide: Key Strategies for Improving Customer Service in a Down Economy by Citrix Online Go To Meeting January 2012 - (Free Research) Read this e-guide and explore key techniques for using Web 2.0 technologies to improve your customer service, marketing and sales efforts. Discover a sound customer service strategy for your organization, as well as two types of online customer service initiatives. (EGUIDE) VIEW ABSTRACT | GO TO

Tech Report: Everything you need to know about vSphere and data storage by Dell and VMware March 2010 - (Free Research) Virtualization goes beyond consolidation by maximizing IT cost savings and enabling timely delivery of highly scalable business services. Download this tech report to learn about storage enhancements that provide better performance, improved usability and easier administration. (ANALYST REPORT) VIEW ABSTRACT | GO TO ANALYST REPORT

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