Customer Interaction Management Software, Hardware, Services and Research Papers

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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)

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The Customer Loyalty Conundrum by SAP America, Inc.

September 30, 2010 - (Free Research) In 2011, Forrester Consulting conducted a study to find out how customer loyalty decision-makers define and execute customer loyalty. Read this study to find Forrester's analysis of how loyalty decision-makers currently use customer data, technology, and analytics to manage customer loyalty programs.

(WHITE PAPER)

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TouchPoints TV: Rochelle Schard, Infor by Infor WFM Workbrain

February 06, 2012 - (Free Research) In a special interview with TouchPoints TV, Rochelle Schard, Director of Marketing for Infor, shared her first impressions of the NRF's BIG Show. Watch this videocast now to get an insider’s look at the conference and Infor’s latest tools and tactics for workforce management (WFM).

(VIDEOCAST)

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Gartner predictions around Social CRM by Infor CRM

February 08, 2012 - (Free Research) This tip e-guide from SearchCRM.com features insight from Gartner's 2011 Magic Quadrant for social customer relationship management (CRM). Read this now to learn what challenges are cropping up in CRM, how social media is affecting CRM strategies and what the future of social CRM looks like.

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Use effective call centers to build customer loyalty by Infor CRM

February 08, 2012 - (Free Research) This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty.

(EGUIDE)

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Tread carefully with social media-based customer loyalty programs by Infor CRM

February 07, 2012 - (Free Research) Read this tip guide now to learn expert tips for interacting with your customers through Web 2.0.

(EGUIDE)

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Social engagement tips from author Qualman by Infor CRM

February 07, 2012 - (Free Research) Read this tip guide now to learn how to go about making the first move with your customers in Web 2.0 and what are the best tactics for engaging and retaining customers.

(EGUIDE)

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Gartner: Social, mobile and analytics to push CRM through 2015 by Infor CRM

February 07, 2012 - (Free Research) This tip guide from SearchCRM.com shares Gartner's expert insights on the fragmented social customer relationship management (CRM) market and how it will continue to evolve in the next three years.

(EGUIDE)

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Apply the power of CRM to build customer loyalty by Infor CRM

February 07, 2012 - (Free Research) This tip guide comes straight from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Read on to learn how to utilize today's technologies for enhancing customer relationship management (CRM) strategies.

(EGUIDE)

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BoldChat Whitepaper: Proactive Chat by LogMeIn, Inc.

February 06, 2012 - (Free Research) If you are unfamiliar with proactive chat or already have proactive chat software and want to learn how to make the most of it, then check out this white paper to gain a strong understanding.

(WHITE PAPER)

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Social Media-based Customer Loyalty Programs by Infor CRM

February 06, 2012 - (Free Research) This e-guide from our editorial team will teach you how to efficiently deliver additional value to customers via social media as well as tips for finding balance when connecting with customers, and expert engagement tips from social media consultant Erik Qualman.

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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)

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7 Best Practices for Speech Analytics by Autonomy, an HP company (E-mail this company)

December 28, 2011 - (Free Research) Your customers are also calling, chatting, tweeting and emailing your contact center agents, sharing valuable information during each interaction. Download this complimentary white paper to learn how you can easily gather and leverage data from all customer interactions to assess how your agents are performing and improve the customer experience.

(WHITE PAPER)

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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)

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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)

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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)

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Delivering a Unique Online Experience for Segments, Regions, and Brands: Knowing When to Use Personalization, Microsites, and Independent Sites by Oracle Corporation

April 25, 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)

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The Total Economic Impact Of Click to Call And Click to Chat by Oracle Corporation

April 25, 2011 - (Free Research) This white paper provides an overview of the results of a Forrester Consulting survey on the total economic impact and potential return on investment of deploying click to call and click to chat solutions. Continue reading to learn about the evaluation methods, results and more.

(WHITE PAPER)

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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)

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Customer Experience Exchange E-Zine Issue 2 by SearchCRM

January 31, 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)

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North American Contact Center Industry 2011: A Mid-Year Update and Forecast by Calabrio, Inc.

January 25, 2012 - (Free Research) This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry.

(WHITE PAPER)

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Top 5 Ways to Make IVR Work For You and Your Customers by inContact

January 18, 2012 - (Free Research) This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems.

(WHITE PAPER)

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Interactive Guide to Customer Experience Management by Tealeaf

January 24, 2011 - (Free Research) In this e-book, you'll hear directly from real-world customer experience management practitioners, who share some of the steps you can take today to develop an online customer experience competency. Learn how to take a disciplined approach to understanding how customers interact with your business online and removing the obstacles to their success.

(INFORMATION CENTER)

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The Ultimate Guide to Email Prospecting by Citrix Online Go To Meeting

January 13, 2012 - (Free Research) This new e-book by Jill Konrath, sales strategist and author, explores how to craft an email message that grabs the attention of prospects and compels them to continue the conversation.

(WHITE PAPER)

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5 Impactful Strategies for Unsticking Stuck Deals by Citrix Online Go To Meeting

January 13, 2012 - (Free Research) This white paper explores five strategies for getting stalled deals moving back in the right direction.

(WHITE PAPER)

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