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Published By: CA Technologies     Published Date: Feb 13, 2015
In areas such as sales force automation and customer relationship management, cloud-based computing services have become the norm—and substantially improved the economics, capabilities, and effciencies customers have realized. Today, organizations can enjoy similarly substantial benefits by migrating their IT service management functions to a Software-as-a-Service model. This paper shows how CA Cloud Service Management enables organizations to make the most of this opportunity by providing a service management solution with a breakthrough in time.
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service management, crm, cloud computing, customer relationship, saas
    
CA Technologies
Published By: Zendesk     Published Date: Jan 19, 2018
The future is unknown and the unknown can be both exciting and frightening. Thankfully, we believe Gartner’s new report, “Predicts 2018: CRM and Customer Experience”, can help prepare your business for the evolving world of CRM and the customer experience. According to Gartner, “By 2020, the CRM application software market will overtake the data management market, thus becoming the largest of all software markets.” With this in mind, it’s important for application leaders to take action to avoid losing out. Learn how you can plan your customer service organization more strategically and maximize your business' efforts.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal, help center, ticketing system, support ticketing, customer support agent
    
Zendesk
Published By: DocuSign UK     Published Date: Aug 08, 2018
In the last decade, customer relationship management (CRM) platform adoption has increased rapidly to meet the speed of business. Enterprises of all sizes and types are adopting CRMs as the norm. CRMs offer a single source of customer information and reduction in paper. Most importantly, they allow companies to do business more rapidly and with greater agility. Read this eBook to learn how you can extend the value of your CRM system to see increases in operational efficiency, lead conversion, customer satisfaction, and sales revenues.
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DocuSign UK
Published By: Service Now     Published Date: Jan 26, 2018
Forrester conducted an in-depth interview of Epicor Software Corporation (“Epicor”) about their investment in ServiceNow for transforming their global support system. With ServiceNow, Epicor has consolidated over 15 CRM-based support systems and 50 customer portals into single global support platform for their 20,000 customers worldwide. Download this whitepaper to learn more of what Epicor has achieved.
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Service Now
Published By: Service Now     Published Date: Jan 26, 2018
The accelerating pace of technology innovation will offer organizations new opportunities to engage with customers as they build a digital business. Application leaders must be ready to translate habits of customer centricity into a new set of improved actions to support CRM and CX strategies.
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Service Now
Published By: Service Now     Published Date: Jan 26, 2018
Customer service is at an inflection point, in both the business-to-consumer and business-to-business sectors. Costs continue to skyrocket as the volume of inquiries increases, even as customer service budgets remain flat. Customer expectations seem to increase by the hour. Make a mistake or fail to resolve an issue quickly, and businesses may quickly see a decline in customer satisfaction and revenue. Download this whitepaper to learn more!
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Service Now
Published By: LogMeIn     Published Date: Feb 27, 2018
Exceptional customer service is a competitive differentiator. Providing consistent service that is tailored to the individual across a variety of digital channels can help organizations deliver personalized experiences that exceed the expectations of today’s digital savvy consumers. Yet, many organizations fail to deliver real-time relevance in their service experiences because critical customer data is siloed in different systems (CRM, ticketing, etc.) across the enterprise, making it difficult to understand the full customer journey and their needs at that point in time. We partnered with IDG Research to survey top-performing customer service organizations to determine the challenges they face, and, more importantly, their plans for driving better outcomes. One thing is clear: taking a strategic approach to future investments can help organizations meet their customer service objectives and deliver on customer expectations.
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digital, engagement, customer, service, research, organizations
    
LogMeIn
Published By: Outreach.io     Published Date: Apr 09, 2018
Modern business-to-business (B2B) buyers have unprecedented access to information to support their buying process and, as a result, have become more self-reliant in the evaluation process. This has made B2B sellers’ jobs harder; not only do they have less control in earlier stages of the sales cycle, but they have to work harder to connect and engage with buyers, turning prospects into customers. Sales technologies have helped modernize how sellers and sales leaders manage their pipelines and execute contracts, but technology gaps around engagement persist, making it difficult for sellers to keep pace with, connect with, and support buyer engagement. The common outcome: Sellers become slaves to their CRM systems, focused more on updating reports and logging their activities than they are in driving business results.
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Outreach.io
Published By: Selligent Marketing Cloud     Published Date: Mar 07, 2018
The General Data Protection Regulation – or GDPR – is a European Union (EU) law that protects the rights of individuals with respect to their data. Adopted as an EU law in April 2016, organizations that hold data about any resident of the EU must be compliant by May 2018. With attention-grabbing fines of €20 million or 4% of global annual turnover, GDPR commands attention at the highest levels. And despite the “legalese” that compliance suggests brands utilize, the brands that balance legal compliance with a human approach will turn GDPR to their advantage. This white paper provides a series of actions you can take to make the most of GDPR to both enhance your customer relationships and mitigate risk.
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data driven marketing, gdpr, compliancy, data privacy, customer data, omnichannel, multichannel, automation, loyalty, crm, marketing, personlisation, campaign management, customer marketing, retention marketing, marketing cloud, marketing solution, marketing platform, artificial intelligence, prediction learning
    
Selligent Marketing Cloud
Published By: Selligent Marketing Cloud     Published Date: Mar 07, 2018
Among all the trends and buzzwords currently shaking up the marketing industry, one concept is emerging as the one to watch: customer experience (CX). Providing individual customers with the best possible experience is becoming the top priority at the moment, even to the point where experience outshines product quality(!) as the main differentiator. This is confirmed by a recent Gartner1 survey, in which 86 percent of participating companies listed customer experience as the main factor for gaining a competitive advantage, compared with merely 36 percent in 2012.
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customer lifecycle, lifecycle marketing, customer experience, omnichannel, multichannel, automation, loyalty, crm, marketing, personlisation, campaign management, customer marketing, retention marketing, marketing cloud, marketing solution, marketing platform, artificial intelligence, prediction learning, product recommendation
    
Selligent Marketing Cloud
Published By: Selligent Marketing Cloud     Published Date: Mar 07, 2018
20% of customers will be responsible for 80% of profit – or so says The Pareto Principle, also known as the “rule of the vital few.” So, while marketers are trying hard to increase market share, they should be equally (or even more) concerned about nurturing the customer relationships they already have. That means finding ways to strengthen bonds with your best customers and figuring out how to turn good customers into better ones. Personalization, truly helpful support, data-driven contextual marketing, re-engagement strategies, gamification… There’s an almost overwhelming number of options out there, each touted as your golden key to an enduring bond with your users. In the pages that follow, you’ll learn about five strategies to drive engagement and retention with actionable tips from Selligent clients – top brands that are at the forefront of creating and sustaining customer loyalty.
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customer engagement, marketing strategy, customer retention, omnichannel, multichannel, automation, loyalty, crm, marketing, personlisation, campaign management, customer marketing, retention marketing, marketing cloud, marketing solution, marketing platform, artificial intelligence, prediction learning, product recommendation
    
Selligent Marketing Cloud
Published By: Epsilon     Published Date: Aug 23, 2012
Insurance marketers must learn to identify the right audience with the right products at the right time to ensure success.
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insurance, product bundling, customer retention strategies, crm, cem, marketing planning
    
Epsilon
Published By: Epsilon     Published Date: Aug 23, 2012
By focusing more on the customer, banks can not only acquire new prospects, but boost retention and raise profitability to keep consumers loyal and returning for the long term.
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customer experience marketing, cem, crm, crm, customer retention, cei, customer experience index, cem strategy
    
Epsilon
Published By: Epsilon     Published Date: Aug 23, 2012
Onboarding is a critical marketing process that helps dial in new and existing customers to your organization, introduces products to meet specific needs, and ends with high-touch service that engages consumers.for the long term.
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onboarding, account retention, crm, customer relationship marekting, customer retention strategies
    
Epsilon
Published By: Epsilon     Published Date: Aug 23, 2012
It is easy to lose sight of the fact that, on the other side of the reports, the analytics, and the technology, there is a real person having a conversation with your brand.
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marketing, dmps, online data management platforms, crm, data onboarding, online data capture, analytics, data syndicatino
    
Epsilon
Published By: Brightcove     Published Date: Sep 26, 2016
Enable valuable digital dialogues through a combination of marketing automation, interactive video, and personalized content. Intelligently crafting these elements of your campaign, while effectively integrating the tech stack tools that empower 1:1 conversations (OVP, MAP, and CRM), can create a remarkable video marketing strategy.
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Brightcove
Published By: Oracle     Published Date: Apr 22, 2015
This paper provides information on how social media works as a customer support channel.
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social media, customers experience strategy, customer satisfaction, customer engagement, branding, social media tools, enterprises, sales, customer interaction, crm, integrate social media, customer support
    
Oracle
Published By: Oracle     Published Date: Apr 22, 2015
This paper provides information on how social media works as a customer support channel.
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social media, customers experience strategy, customer satisfaction, customer engagement, branding, social media tools, enterprises, sales, customer interaction, crm, integrate social media, customer support
    
Oracle
Published By: Oracle     Published Date: Apr 22, 2015
This white paper provides information on how the marriage of social collaboration, CRM, and performance management presents new opportunities for great sales managers to scale their skills more effectively.
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future of sales performance management, crm, social, sales, get better sales results, sales managers
    
Oracle
Published By: Message Systems     Published Date: Apr 29, 2013
The CRM has been a spectacularly successful technology application, especially in providing large organizations with a detailed.
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message systems, customer engagement, mobile, crm, crm, crm implementations, crm-based customer insight, cloud computing, sms, mms, social messaging, smartphones
    
Message Systems
Published By: Epicor     Published Date: Oct 07, 2009
Pressures to reduce costs continue to outweigh all other business drivers impacting Enterprise Resource Planning (ERP) in 2009. ERP has become more than a necessary infrastructure; it is also a strategic weapon in streamlining and accelerating business processes - while providing visibility to those processes throughout the enterprise.
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erp, enterprise resource planning, enterprise applications, integrated suite, roi, tco, inventory reduction, sap, oracle, manufacturing, crm, visibility
    
Epicor
Published By: Genpact     Published Date: Jul 30, 2012
Smart phones and technology advancements have revolutionized the way people behave, interact, consume and live.
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customer service, future ready, crm, self-serve
    
Genpact
Published By: Genpact     Published Date: Jul 30, 2012
Perhaps never in the history of commerce have businesses been required to adapt so fast to changing conditions as those driven by the introduction of the internet. Of the world's six billion inhabitants, over 1.9 billion use the internet.
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customer experience management, customer retention, customer relationship management, crm tools, roi
    
Genpact
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