Five negotiation tips for cutting SAP maintenance contract costs by Panaya, Inc.
March 19, 2010 - (Free Research) In this podcast, Ray Wang, a partner with Altimeter Group and former vice president and principal analyst at Forrester Research, shares his five tips for negotiating better maintenance contracts, and discusses the types of deals SAP customers are getting and why some are opting for third-party maintenance.
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Business on the Move: Building a Successful Mobilisation Strategy by Sage (UK) Limited
March 16, 2010 - (Free Research) Making your workforce mobile is about making them customer centric 24/7. A mobile salesforce and workforce can respond more urgently to business opportunities, recover from problems faster and address customer problems more quickly. Read this paper to learn about the mobile market, benefits of mobility, and practical considerations.
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Optimizing Your Return on Customer Attention with Oracle Real-Time Decisions by Oracle Corporation
April 08, 2010 - (Free Research) Your customers today want and expect your interactions with them to be tailored to their needs. Watch this webcast and learn how Oracle Real-Time Decisions can create actionable intelligence in real time so that you can optimize your customer interactions across any touch point.
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Top Benefits of Implementing an Integrated Email Channel Strategy by ColdSpark, Inc.
March 09, 2010 - (Free Research) Today, most marketing offers are easily lost in the large volume of emails we all receive. The big question is: How can you make your emails stand out from the rest? In this podcast, learn steps to developing and implementing a successful email communications strategy that resonates well with your audience.
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The Empowered Customer: Productivity Enhancements in a Digital Era by Microsoft
March 05, 2010 - (Free Research) This white paper discusses how gathering intelligence from multiple sources such as social media, customer service centers and online support, and then transforming that intelligence into productivity improvements are vital steps in transforming customer service in the digital age.
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Delivering Customer Service via the Contact Center and the Web by Microsoft
September 01, 2009 - (Free Research) This Aberdeen Research report provides an in-depth look how contact centers can significantly improve customer satisfaction by better understanding the process, procedures and technologies used by industry leaders.
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Customer Satisfaction with Email Archiving Systems by Sunbelt Software
January 29, 2010 - (Free Research) Email archiving is rapidly becoming a critical best practice for organizations of all sizes and across all industries. This white paper compares Sunbelt Exchange Archiver (SEA) with a cross-section of other email archiving offerings, to help decision makers in the evaluation process.
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Presentation Transcript: Home Is Where the Money Is by inContact
March 09, 2010 - (Free Research) Running a lucrative call center that provides value to its customers is no easy task. But with emerging SaaS technology, more and more call centers are considering a less expensive and lower maintenance at-home workforce. This transcript reveals the real cost of absenteeism and provides call center management best practices that boost growth.
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The Technology of Innovation: Using CRM to Enable Customer-Centric Innovation by Pivotal CRM, a CDC Software solution
October 19, 2009 - (Free Research) This white paper highlights the important role technology can play in the innovation process and looks at how a customer-focused approach to innovation can be supported by flexible customer relationship management tools. It explains how businesses can use CRM to foster and implement customer-centric innovation, enhancing the customer experience.
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CRM: THE ESSENTIAL GUIDE - Five Principles for CRM Success by Pivotal CRM, a CDC Software solution
February 20, 2009 - (Free Research) This paper explains how, Customer Relationship Management (CRM) is first and foremost a strategy. This guide provides insight to help you take a more customer-centric view of your business.
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Better Customer Insight, Better Bottom Line: Gaining Insight from Unified Information Access by Attivio, Inc.
December 01, 2008 - (Free Research) In order to protect revenue and ensure the continuation of a company's most important customer relationships, it takes a 360 degree view of every customer to drive retention and loyalty improvement. Read this white paper to discover the uses and advantages of unified information access as well as VOC (voice of the customer) efforts.
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The New Math: Double Your Results for Half the Cost with a Cloud-Based Contact Center by Contactual, Inc.
March 02, 2010 - (Free Research) This paper examines the differences between on-premises contact centers and hosted alternatives. It looks at the reasons why on-premises contact centers are becoming obsolete, and offers suggestions for how enterprises can eliminate capital expenditures while increasing customer satisfaction and staying on the forefront of innovation.
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Measuring Call Center Key Performance Indicators To Optimize Cost, Quality by Contactual, Inc.
February 15, 2010 - (Free Research) In a recent interview, SearchCRM.com spoke with Eric Zbikowski, co-founder and managing partner at MetricNet, LLC, a provider of performance metrics and scorecards for corporations worldwide to learn tips for measuring call center KPIs without sacrificing call quality.
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Dell Virtualization Consulting Services Video by Dell, Inc. and Intel
September 03, 2009 - (Free Research) Virtualization is a rapidly evolving technology with many moving parts, making increasingly difficult for customers to develop an effective strategy. Every organization moves at a different pace. Dell delivers tailored solutions for every customer.
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HP OpenCall Media Platform: A Cost-effective, Agile IP Media Server by Hewlett-Packard Company
September 01, 2009 - (Free Research) Mobile communication technologies are evolving quickly and new customer demands arise almost every day. At the same time, the economic downturn has impacted budgets, so that cost efficiency now tops the corporate agenda. Service providers must now must not only test and develop new services to meet customer demand, but do it within tight budgets.
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The Total Economic Impact Of DMExpress by Syncsort
August 25, 2008 - (Free Research) The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of DMExpress on their organizations. Forrester’s aim is to clearly show all calculations and assumptions used in the analysis.
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