Logo
BodyBGTop
destinationCRM.com Best Practices Series
For information on sponsoring a Best Practices White Paper or other Sponsored Content, Click Here
Sponsored Content   ·   Sponsored Videos
Current White Papers (click on title to view/download):
Sponsored By: VoltDelta and Aspect

The Preferred Channel for Most Consumers

Short, concise, and to the point.

Download this FREE Best Practices Guide from CRM magazines July issue and get concrete tips and advice you can use to get the most out of your outbound communications strategy without annoying your customers.

 You will learn:

  • THE DOS AND TABOOS OF OUTBOUND IVR by VoltDelta
  • 3 WAYS TO STEP UP PROACTIVE ENGAGEMENT WITH YOUR CUSTOMERS by Aspect

 In an age of multiple channels, Outbound IVRs and still the preferred choice of contact for most customers.


Sponsored By: Interactive Intelligence, VoltDelta, KANA a Verint Company, inContact, LiveOps, eGain, New Voice Media and IntelliResponse

The key to delivering smart customer service is that it needs to be constantly re-evaluated, especially after seminal shifts in technology and larger trends (such as social media).

Download this month’s installment of CRM magazine’s Best Practices Series, and you’ll hear from eight leading solution providers offering insights on how to make sure your organization’s quest for delivering smart customer service is as productive and efficient as it can be.

Get recommendations from eight of the leading providers of customer service solutions in one single download:

  • AN EXCEPTIONAL CUSTOMER EXPERIENCE BEGINS WITH “SMART” It’s All About the ProcessSponsored by Interactive Intelligence
  • HOW TO FORMULATE A SMARTER CUSTOMER SERVICE STRATEGY FOR YOUR CONTACT CENTER Sponsored by VoltDelta
  • BUILD CUSTOMER LOYALTY THROUGH SMART CUSTOMER SERVICE Sponsored by KANA, a Verint® Company
  • FULLY INTEGRATING CONTACT CENTER INTELLIGENCE: THE KEY TO RAISING PERFORMANCE AND PROFITABILITY EVEN HIGHER Sponsored by inContact
  • DELIVER SMARTER CUSTOMER SERVICE WITH A SOCIALLY-INTEGRATED MULTI-CHANNEL CONTACT CENTER Sponsored by LiveOps
  • THE FIVE PARTS OF SMART CUSTOMER SERVICE Sponsored by eGain
  • BE WHERE YOUR CUSTOMERS ARE WITH SOCIAL CUSTOMER SERVICE Sponsored by NewVoiceMedia
  • 9 NEW CUSTOMER BEHAVIORS THAT JUST MIGHT SINK YOUR COMPANY Sponsored by IntelliResponse


Sponsored By: Neustar, Bright Pattern and Pardot

Marketing has often been described as a fusion of left- and right-brain activities, both creative and technical.

DOWNLOAD the following installment of CRM’s Best Practices series, and see how focusing on accurate customer data can help marketers target relevant prospects with personalized offers across the digital landscape.

  • CRM TOOLS: THEY’RE ONLY AS GOOD AS YOUR CUSTOMER INTELLIGENCE.Sponsored by Neustar
  • DO WE NEED A NEW SALES MODEL?  Sponsored by Bright Pattern

  • 5 Ways Marketing Automation Keeps CMOs Relevant by Pardot

Stay relevant and stay informed.


Sponsored By: inContact, LiveOps, CallFinder, NICE Systems Inc., Verint® and Allegiance

VOICE OF THE CUSTOMER: Listening to your customers keeps you on course

Listening is the essential component of communication between any two human beings, and that truism certainly extends to customers and employees.

Download this month’s Best Practices installment on Voice of the Customer and Enterprise Feedback Management and learn how these technologies can help your company understand what customers and employees are telling you so that you can make the adjustments to stay on target.

~ Contact Centers Need Sophisticated Intelligence Tools to Understand and Leverage the Voice of the Customer by inContact

~ Capture and Act Upon Critical VOC Data with a Socially-Integrated Multi-Channel Contact Center by LiveOps

~ Capture, Analyze, Understand and Improve the Customer Experience with Speech Analytics by CallFinder

~ NICE Voice of the Customer Case Study: Alliance Data by NICE Systems Inc.

~ Closing the Loop On Customer Feedback - Best Practices for Enterprise Feedback Management by Verint®

~ Delighting the Customer in a B2B Environment by Allegiance

This single DOWNLOAD will provide insight into how quality monitoring, speech analytics, social media monitoring and reporting, integration with mobile devices and Enterprise Feedback Management can help you make sense of what’s being captured from your customer interactions.


Sponsored By: Interactive Intelligence, VoltDelta, IntelliResponse, NewVoiceMedia, LiveOps, Avtex, ClickSoftware, Evolv and Genesys

In one of the following essays, McKinsey & Company is quoted as stating, “Over the next several years, we’re likely to see the customer experience radically integrated across the physical and virtual environment.” After reading these contributions to this month’s installment of CRM magazine’s Best Practices series, I have no doubt that we’re already on our way.

It’s not just technology that’s changed customer service; the earnest quest to improve the customer’s journey has done so as well. And that’s very encouraging.

DOWNLOAD this complete special section of CRM magazine’s April 2014 issue, and you’ll receive these nine white papers from the leading contact center solution providers.

  • CONTACT CENTER ENTERPRISE ANALYTICS: Advances in Decision Technologies Enable a Whole New Class of Contact Center Analytics Sponsored by Interactive Intelligence
  • IDENTIFYING INNOVATION THAT WILL PROPEL YOUR CONTACT CENTER TO SUCCESS Sponsored by VoltDelta
  • HAS TECHNOLOGY MADE YOUR IVR OBSOLETE? Sponsored by IntelliResponse
  • HEARING YOUR CUSTOMERS IN A NEW DIMENSION Sponsored by NewVoiceMedia
  • 3 STEPS TOWARD PUTTING THE CUSTOMER EXPERIENCE IN CONTEXT Sponsored by LiveOps
  • THE CHIEF EXPERIENCE OFFICER’S TIME HAS COME Businesses need a top manager to drive improvements in end-to-end customer experiences. Sponsored by Avtex
  • 3 STEPS TO CONTACT CENTER INNOVATION Sponsored by ClickSoftware
  • BIG DATA REVEALS: TOP FIVE FACTORS DRIVING CUSTOMER SATISFACTION Sponsored by Evolv
  • TRANSFORMING THE CONTACT CENTER IN THE DIGITAL AGE Connect the Customer Journey with an Integrated Customer Experience Platform Sponsored by Genesys

Getting multiple perspectives on the future of contact centers and customer interaction is easy when one single download provides you with nine different tips for improving your contact center.


Sponsored By: Saleslogix, Cirrus Insight, and Genesys

Thanks to all manner of technological advances in the past 10 years, the hub of activity for salespeople is no longer their own offices. Smartphone and tablet screens have replaced the cubicle as the central workspace for sales teams who are expected to be always on and always connected, and spend as much time with their customers as possible.

Download this FREE special section to CRM magazine, and you’ll receive these three brief guides to making the most of mobile in your CRM Strategy,

  • MANDATORY MOBILE: Taking CRM on the Road
    Sponsored by Saleslogix
  • THE ENTERPRISE APP THAT BRINGS SALESFORCE INTO YOUR MOBILE INBOX
    Sponsored by Cirrus Insight
  • MOBILE BEACONS BRIDGE CONSUMERS TO THE PHYSICAL WORLD
    Sponsored by Genesys

The next frontier in customer relations is mobile applications. Get a jump on your competitors and download this special section today!


Sponsored By: Oracle, SAP, SpringCM and Marketo

The facts are clear. Companies that implement technology-assisted selling practices are quantitatively better at driving revenue than companies that don’t.

Download this month’s FREE installment of CRM magazine’s Best Practices Series - "Message to the VP of Sales: HOW TECHNOLOGY CAN HELP YOU DRIVE SALES" - and you’ll see recommendations from four leading CRM solution providers on how to supercharge your sales force with systems and tools to help them achieve their quotas and ensure your success.

In this issue:

  • HOW TO DRIVE REVENUE WITH A MODERN SALES CLOUD Sponsored by Oracle
  • IS YOUR CRM SYSTEM REALLY HELPING YOU SELL MORE EFFECTIVELY? Sponsored by SAP
  • HOW MUCH TIME DO YOUR SALES TEAMS SPEND CHASING CONTENT? Sponsored by SpringCM
  • THE DEFINITIVE GUIDE TO LEAD GENERATION Sponsored by Marketo

Download this installment of CRM magazine’s Best Practices series and learn how to boost your top line with the right tools.


Sponsored By: Oracle, Interactive Intelligence, inContact, KANA, VoltDelta, Five9, Clicktools, Aspect, New Voice Media, nanoRep, Coveo and LiveOps

What is an Intelligent Contact Center?

Download this FREE Best Practices White Paper from CRM magazine - "Creating An Intelligent Contact Center of the Future Starting Today" - and you’ll find the answer to this question explained by dozen top experts driving next generation contact center technology. In this single download, you’ll get these perspectives:

  • THE POWER OF TRANSFORMATIONAL KNOWLEDGE Sponsored by Oracle
  • MANAGING THE CONTACT CENTER STRATEGY MORE INTELLIGENTLY Sponsored by Interactive Intelligence
  • THE INTELLIGENT CONTACT CENTER: Building Customer Loyalty and Your Bottom Line Sponsored by inContact
  • OMNI-CHANNEL CUSTOMER SERVICE DEMANDS THE INTELLIGENT CONTACT CENTER Sponsored by KANA
  • WINNING THE HEARTS & MINDS OF CUSTOMERS:  The Anatomy of a Successful Multichannel Contact Center Sponsored by VoltDelta
  • SOCIAL CUSTOMER CARE: Getting Started the Right Way Sponsored by Five9
  • THE INTELLIGENT CALL CENTER:  FUELED BY FEEDBACK AND CRM Sponsored by Clicktools
  • DEPLOYING AN INTELLIGENT CONTACT CENTER IN THE CLOUD Sponsored by Aspect
  • THE FUTURE CONTACT CENTER IS HERE Sponsored by NewVoiceMedia
  • TIPS TO MAXIMIZE ROI WITH THE INTELLIGENT CONTACT CENTER The Intelligent Solution to Customer Support Services Sponsored by nanoRep
  • EMPOWER THE CONTACT CENTER WITH A 360° VIEW OF THE CUSTOMER Sponsored by Coveo
  • 3 STEPS TOWARD PUTTING THE CUSTOMER EXPERIENCE IN CONTEXT Sponsored by LiveOps

If your company is determined to create a contact center of the future, you should download this self-contained special installment from CRM magazine right now.


Sponsored By: SAP, Calabrio and Progress DataDirect

What is a top priority among business leaders in 2014?

Download this free Best Practices installment on customer analytics and business intelligence and learn how your company can benefit from a better understanding of what your customers are telling you.

In this white paper you will receive these three tips for getting smarter with data.

  • BEST-IN-CLASS STEPS TO SUCCESSFULLY MANAGE THE BUYER’S JOURNEY Contributed by SAP
  • THREE TIPS FOR MEASURING VOICE IN A SEA OF DATA Contributed by Calabrio
  • TRANSFORM YOUR ENTERPRISE WITH DATA-DRIVEN BUSINESS INTELLIGENCE Contributed by Progress DataDirect

Managing data is a top priority in 2014. Make sure you stay informed by downloading this concise supplement to CRM magazine.


New White Papers from: Mavenlink, Cirrus Insight and Cloud Sherpas

Best Practices Series: ‘Google-ize’ My CRM - The consumerization of business technology and why that is a good thing

What’s the biggest problem associated with rolling out new business technology of any type? User adoption. How can you overcome this universal hurdle? Download this FREE Best Practices Guide to the “Google-ization” of CRM and find out how to increase user adoption rates for your “serious business apps” by integrating with Google and leveraging the comfort zone of your existing and new employees.

  • HOW SERVICE AGENCIES CAN IMPROVE RESOURCE MANAGEMENT IN 4 STEPS Sponsored by Mavenlink
  • ADD VALUE TO YOUR CLOUD WITH A GOOGLE AND SALESFORCE INTEGRATION Sponsored by Cloud Sherpas
  • MAKE REPS ACTUALLY WANT TO USE SALESFORCE Bring Salesforce into Gmail (literally) to get a 5x increase in Salesforce adoption Sponsored by Cirrus Insight
  • GOOGLE MAPS AND SALESFORCE INTEGRATION IS THE ROUTE TO SUCCESS Sponsored by Cloud Sherpas

Get the most out of your CRM systems by integrating with the Google platform!


White Papers from: KANA, Convergys, Genesys|Angel, VoltDelta, WalkMe, IntelliResponse, and Enghouse Interactive

Best Practices Series: Customer Self-Service SOLUTIONS - Helping Customers Help Themselves

Download this FREE Best Practices Guide to Customer Self-Service, you will hear from six leading customer self-service solution providers, who provide their top recommendations for getting your self-service efforts done right, whether online or through voice channels.

In this special section, originally published in CRM magazine’s January 2014 issue, you will these concise articles which will help you focus your customer self-service efforts.

  • THREE KEYS TO SUCCESSFUL WEB SELF-SERVICE Sponsored by KANA
  • MAJOR GOVERNMENT AGENCY BREATHES NEW LIFE INTO OUTDATED SPEECH SELF-SERVICE APPLICATIONS Convergys solution addresses short- and long-term system performance Sponsored by Convergys
  • EMPOWER THE CUSTOMER: A SELF-SERVICE BEST PRACTICE GUIDE Sponsored by Genesys | Angel
  • ALIGNING PEOPLE AND TECHNOLOGY TO CREATE AN EFFECTIVE VOICE SELF-SERVICE CHANNEL Sponsored by VoltDelta
  • SELF-SERVICE REINVENTED Sponsored by WalkMe™
  • THE BUSINESS CASE FOR DIGITAL SELF-SERVICE: Call & Email Deflection Sponsored by IntelliResponse
  • INNOVATIVE BEST PRACTICES IN DESIGNING AND MANAGING SELF-SERVICE Sponsored by Enghouse Interactive

Download this FREE Best Practices Guide to Customer Self-Service and help your customers help themselves.


Sponsored By: Nuance, Five9, eGain and IntelliResponse

Best Practices Series: How VIRTUAL AGENTS Can Improve Your Customer Experiences and Deliver Your Brand’s Promise

Inside you will find tips and recommendations for hiring, training, and constantly evaluating virtual agents (both the cyber kind and the at-home, human kind).

These three essays will help you reach your goals of providing a consistent, intelligent customer experience that delivers on your brand’s promise, as if your company’s top executives answered every interaction (and knew all of the answers).

  • SUCCESS OR FAILURE WITH VIRTUAL ASSISTANTS? Three best practices that make the difference Sponsored by Nuance
  • LEVERAGING THE AT-HOME AGENT ADVANTAGE Sponsored by Five9
  • VIRTUAL ASSISTANTS: 10 TIPS TO GO FROM VALET TO WALLETSponsored by eGain
  • HOW TO DEPLOY A VIRTUAL AGENT - 10 BEST PRACTICES Sponsored by IntelliResponse

Download this FREE section from CRM magazine’s December issue and learn how virtual agents can improve your customer’s experiences!


Sponsored By: LiveOps, Vocalcom, Bright Pattern, Lithium, Oracle, Aspect and eGain

Best Practices Series: INTEGRATING SOCIAL MEDIA INTO CONTACT CENTERS
Live Where Your Customers Live

Of all the service channels available to consumers, social media is unique because it’s a conversation that takes place in public, giving a certain amount of power to vocal customers, especially if they are disgruntled.

In this month’s Best Practices Guide from CRM magazine, you will hear from seven leaders in the field of integrating the social media channel into the contact center.

  • THE NEW CUSTOMER SERVICE REQUIREMENT: SOCIAL ENGAGEMENT Sponsored by LiveOps
  • REAL-TIME SOCIAL CRM How to Leverage Twitter and Facebook to the Max Sponsored by Vocalcom
  • USE SOCIAL MEDIA TO TURN YOUR CONTACT CENTER INTO AN OPPORTUNITY CENTER Sponsored by Bright Pattern
  • SERIOUS SOCIAL RESPONSE Sponsored by Lithium
  • CUSTOMER SERVICE GETS SOCIAL Sponsored by Oracle
  • LEADING CUSTOMER ENGAGEMENT WITH SOCIAL CUSTOMER CARE Sponsored by Aspect
  • SOCIAL CUSTOMER ENGAGEMENT:GO FROM BUZZ TO BUSINESSSponsored by eGain
  • THE 10 STEPS OF PROVIDING GREAT SOCIAL CUSTOMER SERVICE Sponsored by Conversocial

Download the FREE Special section from CRM magazine’s December issue today!


Strategies & Solutions for Improving Customer Experiences

Customer experiences are an aggregate collection of all the interactions a consumer has with a brand, from advertising and purchase through customer service.

In this Best Practices Guide to Customer Experience Management (CXM), we present 13 recommendations from some of the top solution providers in the field, which will help guide you from wanting to deliver great experiences, to actually doing it.

Download This FREE Best Practices Guide to CEM Now!

  • ENGINEERING THE ENTERPRISE FOR BETTER CUSTOMER EXPERIENCE MANAGEMENT - Aspect
  • CUSTOMER EXPERIENCE MANAGEMENT: Four Intuitive Steps to CX Delight - Genesys | Angel
  • THE MULTI-CHANNEL CLOUD CENTER’S INFLUENCE ON DELIVERING EXCEPTIONAL CUSTOMER EXPERIENCES - VoltDelta
  • USING VC101® TO OPTIMIZE CUSTOMER SERVICE EXPERIENCE - IQ Services
  • MOBILE ADVERTISING: MEASURABILITY UNLOCKS BIG ADVERTISER SPENDING Marketers Prioritize Mobile for Customer Outreach - 4INFO
  • BUILDING A CUSTOMER EXPERIENCE PROGRAM A step-by-step roadmap to help get you started  - Verint®
  • CUSTOMER EXPERIENCE, TRENDS, AND STAFF PLANNING - Interactive Intelligence
  • SELF-SERVICE HAS A NEED FOR SPEED (AND EASE) - Nuance
  • ELEVATE THE CUSTOMER EXPERIENCE WITH A TRULY INTEGRATED MULTICHANNEL SOLUTION - LiveOps
  • YOU HAD ME AT HELLO: Personalize More Caller Experiences by Instantly Leveraging Your CRM Data - Neustar
  • WHY IS CUSTOMER EXPERIENCE MANAGEMENT IMPORTANT? Strategies & Solutions for Improving Customer Experiences - Enghouse Interactive
  • FIVE EASY STEPS TO AN AMAZING CUSTOMER EXPERIENCE - Get Satisfaction
  • 5 WAYS TO CONNECT WITH THE DIGITAL CUSTOMER - SAP
  • ENTERING A NEW ERA OF CUSTOMER ENGAGEMENT - Thunderhead.com
  • HOW RELEVANT KNOWLEDGE DRIVES SUPERIOR CUSTOMER EXPERIENCES - Coveo

Fifteen great recommendations for improving your company’s customers’ experiences, from world recognized experts.


Sponsored By: SAP and Netsuite

Is Ecommerce the Fourth Leg of the CRM Stool?

CRM and ecommerce have always gone hand in hand. As far back as 1999, Dick Lee wrote in CRM magazine that ecommerce was the fourth leg in the CRM stool, with the other three being sales, marketing, and service. Recently, though, this observation seems to be gaining more traction, with Gartner also making that comment in its 2013 Vendor Guide.

Learn how to plan for this next big evolution of CRM: 

  • THE FUTURE OF COMMERCE: THE OMNI-CHANNEL IMPERATIVE from SAP
  • THE CONVERGENCE OF CRM WITH THE ECOMMERCE PLATFORM from NetSuite

Download this current installment of CRM magazine’s Best Practices Guide Now!


 
 
Search
Popular Articles
 

BodyBGRight
Home | Get CRM Magazine | CRM eWeekly | CRM Topic Centers | CRM Industry Solutions | CRM News | Viewpoints | Web Events | Events Calendar
DestinationCRM.com RSS Feeds RSS Feeds | About destinationCRM | Advertise | Getting Covered | Report Problems | Contact Us