Customer Relationship Management

HP’s $8 billion write-down. A disappointing IPO from Facebook, Groupon’s famous flameout. These watershed moments have crystallized what we’ve known for a while: Fluff can no longer trump sound operations in terms of a company’s valuation. Organizations must be built on an empirically firm foundation to flourish. And everyone – from investors on Wall Street to customers on Main Street to the SEC– is looking at companies with more scrupulous eyes.

Marketing Automation is technology that allows you to nurture leads through automated campaigns. Because marketing automation uses email as one of its methods for engaging customers, we are often asked, “What is the difference between Marketing Automation and Email Marketing?” For small businesses, marketing automation is a tool to take your marketing to the next level while saving your organization’s resources in the long run. Marketing automation builds upon your email marketing strategies to produce superior results. In this paper, we’d like to show you what marketing automation can do for you and help you decide if your organization is ready to graduate to a marketing automation solution.

This whitepaper gets advise from phone system managers who were forefront in remedying phone system disasters.

DMG Consulting LLC identifies five top misperceptions, and dispels them with findings from their recent customer satisfaction study for hosted contact center services.

To successfully choose and implement an IP system, the best place to start is with a roadmap - current offerings, justification factors, upcoming solutions, and suggested planning guidelines. Without one, your new system might never move forward. Read more.

In this on demand webinar explore the impact of cloud initiatives and new customer relationships on integration strategy. Learn what you should take into account when preparing your integration initiatives.

In this paper, we’ll look at how investing in the right contact center solution can help transform your enterprise and enhance your business outlook.

Adopting a proactive approach to customer service has the potential to attract customers rather than losing them, to drive growth and innovation instead of hindering both.

This whitepaper discusses a deeper logic to multi-channel communication - addressing the needs of today’s media-savvy customer with your company’s need for an integrated strategy of core beliefs and a foundation to grow on.

Commonwealth Bank of Australia, with over 1,000 branches and 50,000 employees was using spreadsheets to staff its branch network. When they looked to desktop process analytics from Verint they achieved major improvements in productivity and customer experience. Watch this case study to learn more about how desktop process analytics can use big data to help your organization.

Providing a good online shopping experience starts with understanding customer needs and expectations in order to deliver suitable goods and services. Employees expect a similar experience with a Service Catalog. An effective business service catalog captures employee needs and communicates negotiated service offerings and service level agreements. However, hitting service level targets requires more than just listing services. It’s essential to provide an automated self-service portal and open communication.

Every enterprise relies upon multiple custom applications – to do things that you just can’t get packaged solutions to do and, in some cases, to provide competitive advantage. But those custom applications can be an Achilles heel as business needs and underlying technologies evolve. One size does not fit all, and not every available platform is appropriate for every custom application.

As an IT infrastructure and operations (I&O) leader you understand the business and IT impact of service management and automation (SMA). SMA done right will improve staff productivity, increase the quality of services, reduce operational costs, and improve the overall IT organization’s reputation with the business. That is why building the business case to secure funding and executive support for SMA is critical.

Learn how savvy enterprises, like Tickets.com, Verisign and Omnicare, use ServiceNow as a platform to enable business users to rapidly create applications with IT’s full guidance and support. During this webinar, you will discover how ServiceNow is enabling organizations to increase their competitive agility, user satisfaction and productivity, all while enhancing IT's value to the business.

Work.com (formerly Rypple) is part of the Salesforce.com family. This social performance management system is most commonly used by organizations looking to improve alignment, performance measurement, and employee motivation.

The vision for Celent’s Model Bank research was to try to answer an apparently simple question: “What would it look like for a bank to do everything right with today’s technology?” Of course, the question is not nearly as simple as it appears. The terms “everything” and “right” will mean very different things to different banks depending on their size, the complexity of their operations and product sets, and their technological starting points. While there is no such thing as a “Model Bank”—every bank does some things well, and others not as well when it comes to technology—it is possible to conceive of a “Model Bank” through real world examples of effective usage of technology.

See what top industry voices have to say about Service Cloud vs outdated technologies.

In order to satisfy today's customer, a case must be made to incorporate social media into your customer service strategy. Get the eBook now!

Interested in the medical uses for video conferencing? Watch this short video as we walk you through a scenario where LifeSize's powerful and flexible video conferencing software dramatically changes the circumstances.

orrester believes that CMOs who personally participate in social media will be better at leading the new brand experience, and leading a new generation of cross-functional marketing organizations.

The study casts light on the challenges public and private sector CMOs confront - and the opportunities they envision - in increasingly complex times.

Globalization; social and mobile commerce; and site replacements, upgrades and new launches are driving e-commerce product evaluation and selection. Use this Magic Quadrant as a guide during the vendor evaluation and selection process.

View this demo to find out how IBM SPSS® solutions for predictive customer analytics can deliver deep customer insights that help you tune your marketing efforts-effectively and efficiently attracting new customers, nurturing customer relationships and retaining ideal customers. Watch how IBM SPSS software uses existing customer information to help you do the following: Identify your best customers for targeted marketing programs with customer segmentation, cluster and profiling techniques; confidently predict which customers will respond to your offers with powerful predictive models; get more out of every customer interaction by delivering real-time, predictive intelligence to front-line decision makers; and enrich and deepen your customer insight with social media analytics.

Most CRM systems rely on historical analytics that provide a "rear-view mirror" of your customer relationships, offering little support for the decisions that shape the future. With predictive analytics, you can meet your customers' evolving needs with forward-looking insights that anticipate changes in customer attitudes, preferences, and actions. This white paper from IBM describes how a set of five predictive imperatives can help ensure that your company maximizes the value of its customer relationships and sustains higher levels of revenues and profits.

Read this white paper to learn four stages of organizational capabilities and associated customer analytics strategies to help gain deeper customer insight.