CASE STUDY - To overcome the challenges of increased customer data, American Airlines deployed SPSS for Windows to replace its mainframe based analytics system, increasing productivity of its customer research team and improving decision making while reducing ongoing costs.
Posted: February 20, 2009 | Published: February 20, 2009


Topics:  CRM Analytics | Customer Service | Data Management | Data Mining | Investments | Marketing | ROI

CASE STUDY - This IDC Buyer Case Study describes the adoption, deployment, and utilization of business analytics software at the cable operator Cablecom.
Posted: February 20, 2009 | Published: February 20, 2009


Topics:  Business Intelligence | Business Management | Business Service Management | Customer Service | Data Integration | Data Warehouses

WHITE PAPER - This paper explores core principles companies can use to help them select a CRM system.
Posted: February 20, 2009 | Published: February 20, 2009


Topics:  CRM | Customer Service | Data Management | Marketing | Sales | SLA | Switching | User Experience

WHITE PAPER - In this white paper, learn how your organization can use customer-centric strategies and CRM tools to maximize the value and loyalty of your customer base. Gain insight into new areas of opportunity and do more with less in a time of economic uncertainty.
Posted: February 20, 2009 | Published: February 20, 2009


Topics:  Budgeting | Business Intelligence | Business Process Management | Cost Benefit Analysis | CRM | Customer Service | Economic Environment | Vendors

WHITE PAPER - This white paper provides core principles companies can use to help them select a CRM system that each sales user feels was built just for them.
Posted: February 20, 2009 | Published: February 20, 2009


Topics:  Business Development | CRM | Customer Data Management | Customer Service | Dashboards | Microsoft Outlook | ROI | Sales | Security

WHITE PAPER - Process-centric IT is, first and foremost, a way for the IT organization to build applications that will deliver greater flexibility and agility to the business-enabling high performance.
Posted: February 18, 2009 | Published: February 18, 2009


Topics:  Business Process Management | Business Processes | Business Service Management | Customer Service | Globalization | Interoperability

WHITE PAPER - The Adaptive Security Appliance is the latest firewall appliance in the Cisco security arsenal and provides a number of services to protect your "trusted" network users from "untrusted" users.
Posted: February 10, 2009 | Published: February 10, 2009


Topics:  Customer Service | Data Centers | Intrusion Prevention | Network Security | Security | Troubleshooting

BOOK - To avoid a 7.96% increase in logistics costs, companies should follow the roadmap of Best in Class companies, which have been able to reduce costs or keep them flat via supply chain transformation.
Posted: January 26, 2009 | Published: January 23, 2009


Topics:  Business Intelligence | Customer Service | ERP | Manufacturing | Supply Chains

WHITE PAPER - This paper gives a brief overview of the SAP® solutions used by manufacturers of complex products and equipment to differentiate themselves from the competition through superior-value products and services against low-cost global providers.
Posted: January 26, 2009 | Published: January 23, 2009


Topics:  Customer Service | ERP | Inventory Management | Manufacturing | Manufacturing Software | Process Manufacturing Industry | SAP (Product) | Supply Chain Management

WHITE PAPER - One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.
Posted: January 26, 2009 | Published: January 26, 2009


Topics:  Best Practices | Call Center Management | Call Center Services | Call Centers | Customer Service | Metrics

WHITE PAPER - With their rapid speed of deployment, integrated analytics and built-in best practices, on-demand CRM solutions can quickly vault a sales organization ahead of its rivals. And because of their flexible licensing structure, on-demand solutions can be deployed selectively, enabling businesses to deploy only as much CRM as they need.
Posted: January 26, 2009 | Published: January 26, 2009


Topics:  Best Practices | CRM | Customer Service | Sales

WHITE PAPER - The key to achieving cost-effective savings in the supply chain is to exchange information accurately and quickly in real-time.
Posted: December 24, 2008 | Published: December 24, 2008


Topics:  Customer Service | Databases | ERP | Inventory Management | Inventory Management Software | Manufacturing | Manufacturing Execution Systems | Manufacturing Software | Supply Chains

WHITE PAPER - The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints.
Posted: December 5, 2008 | Published: December 5, 2008


Topics:  Business Processes | Call Centers | Customer Service | Enterprise | Marketing | Sales

WHITE PAPER - The customer-driven age is upon us and succeeding in this environment requires a new set of goals and a new set of tools. Learn how CRM is the catalyst to transform organizations, empower employees and capitalize on new market opportunities.
Posted: September 19, 2008 | Published: September 19, 2008


Topics:  CRM | Customer Data Integration | Customer Data Management | Customer Data Management Software | Customer Service | Customer Support Software | Data Mining | Data Mining Software | Enterprise

WHITE PAPER - The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction.
Posted: September 17, 2008 | Published: September 17, 2008


Topics:  Business Intelligence | Call Centers | CRM | Customer Data Management | Customer Service | SLA