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Featured E-Books

  • Forging the path to tomorrow's CRM

    Perhaps no two words have more of an effect on business today than "customer experience." Consumers have a wealth of options for buying products and services -- and they're not shy about letting the social media sphere know when they’re not happy. To keep them coming -- and coming back -- organizations need to ensure that the experiences they’re serving up are nothing less than stellar.

    In our e-book series, The Risks and Rewards of Customer Experience Management, readers will get practical advice and real-world insight into strategies that place the focus of organizations' operations and processes on their customers. The first chapter concentrates on automation in the contact center. It will explore the technologies, such as interactive voice response and virtual agents. And it will examine what organizations need to evaluate when deciding which processes to automate and which areas will always need a human touch. The second installment delves into digital marketing, mobile applications and social media. It's no longer enough to send the same message to all customers; messages now must be personalized -- and soon, based on where customers are at any given moment. The chapter will look at location-based automated marketing and the pros and cons -- including the loss of privacy -- associated with such practices. The final chapter digs deep into the role of analytics in customer experience management plans, scrutinizing data harvesting methods and ways to use big data to augment customer experiences. And the chapter will look at times when knowing all about your customer goes horribly wrong.

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  • Improving the customer experience through technology

    Social media channels don't necessarily provide everything a business needs to know about customers. This e-book explains the potential failings of social media and how users can overcome those shortfalls.

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      • A realist's guide to building revenue and customer loyalty with social CRM tools

        This e-book -- for marketers, sales and customer service professionals -- takes a hard look at social CRM tools. It examines where the real opportunities lie, both in the short term and long term, how social CRM can truly impact revenue and customer loyalty. It lays out where you can prove social CRM has created a return on investment, where you can't -- and whether that matters.

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      • E-book: Taking mobile CRM beyond the sales force

        The success of consumer-friendly smart phones has changed the game. People are bringing their iPhones and Droids to IT asking for CRM functionality. In this e-book, learn how mobile CRM can give your organization a competitive edge, both for your sales force and beyond.

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      • Taking action on analytics: Using data for customer loyalty and retention

        During the recession, organizations have been forced to revisit customer retention tactics and define a clear strategy for customer loyalty. Yet many organizations lack the strong understanding of customer data analytics that is the foundation of a successful customer loyalty program. In this e-book, learn about trends in customer relationship management and how to use data to make a difference on customer retention.

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      • CRM Buyer’s Guide – 2011 edition

        Welcome to SearchCRM.com’s Buyer’s Guide. This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.

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      • How to get more out of customer data with analytics technology

        The challenge facing many organizations is exactly how to deploy analytics to unlock insight from customer data. This e-book offers an executive overview of customer data analytics and customer intelligence. Learn how to build a business case for analytics technology, hear some of the common pitfalls when working with customer data analytics implementations, read deployment advice and best practices from successful organizations and hear from the experts on how to select the right analytics technology.

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      • Improving customer experience management across channels

        Read this expert e-book to uncover why customer experience management (CEM) technology is the key to improving customer satisfaction and learn how to provide a consistent customer experience across all communication channels through a comprehensive CEM strategy.

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      • E-book: Taking mobile CRM beyond the sales force

        The success of consumer-friendly smart phones has changed the game. People are bringing their iPhones and Droids to IT asking for CRM functionality. In this e-book, learn how mobile CRM can give your organization a competitive edge, both for your sales force and beyond.

        View E-Book
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      • Best practices for a contact center technology overhaul

        With all of the contact center technology options available today, it can be challenging to make the best software choices for your organization. Tap into the expert advice in this e-book to choose contact center technology that will help you leverage multiple contact channels, effectively monitor agent interaction and deliver an excellent customer experience.

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      • The executive’s guide to contact center technology planning

        In this e-book, learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Find out about 10 must-have technologies for the contemporary contact center. Learn how to select the best technology to meet your needs, and read expert advice for setting up for success with contact center technology.

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      • Mobilizing enterprise applications: Trends, best practices and strategy

        The evolution of smartphones and mobile networks enable new possibilities for enterprise applications and new challenges for IT. The benefits span organizations. But delivering this requires a sound strategy and close collaboration between business and IT. Learn about key mobile trends and how to develop an effective mobile enterprise application strategy that your company can rely on.

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      • CRM trends and tips -- Doing more with less

        In this e-book, find out how to make the most of the systems and budget you do have, with expert advice from leading analysts at Gartner and Forrester. Continue reading to learn CRM trends and tips and learn how to do more with less.

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      • CRM in financial services: Best practices, trends and strategy

        Find out how financial services companies are leveraging CRM technology and best practices to improve service and operational efficiency. Read this e-book to learn more and find tips, advice and inspiration for designing a strong CRM strategy for financial services organizations.

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      • Leveraging CRM to increase sales effectiveness in a challenging economy

        This e-book will explore the methods for optimizing sales efforts and working smarter to meet business needs in today’s economy. Get six smart strategies for meeting sales quotas in a down economy, hear how successful organizations are using sales compensation management and compensation process automation and much more. Continue reading to learn methodologies for increasing sales effectiveness and making this year a successful one for your organization.

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      • Forging the path to tomorrow's CRM

        Perhaps no two words have more of an effect on business today than "customer experience." Consumers have a wealth of options for buying products and services -- and they're not shy about letting the social media sphere know when they’re not happy. To keep them coming -- and coming back -- organizations need to ensure that the experiences they’re serving up are nothing less than stellar.

        In our e-book series, The Risks and Rewards of Customer Experience Management, readers will get practical advice and real-world insight into strategies that place the focus of organizations' operations and processes on their customers. The first chapter concentrates on automation in the contact center. It will explore the technologies, such as interactive voice response and virtual agents. And it will examine what organizations need to evaluate when deciding which processes to automate and which areas will always need a human touch. The second installment delves into digital marketing, mobile applications and social media. It's no longer enough to send the same message to all customers; messages now must be personalized -- and soon, based on where customers are at any given moment. The chapter will look at location-based automated marketing and the pros and cons -- including the loss of privacy -- associated with such practices. The final chapter digs deep into the role of analytics in customer experience management plans, scrutinizing data harvesting methods and ways to use big data to augment customer experiences. And the chapter will look at times when knowing all about your customer goes horribly wrong.

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      • Gartner CRM strategy tips: 7 key ways to improve the customer experience

        Read this e-book to explore Gartner's seven key initiatives for enhancing the customer experience, as well as seven steps for adjusting your customer-facing business processes and establishing a more customer-centric strategy.

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      • Tips for successfully leveraging marketing automation technology

        Marketers are being asked to identify, segment and target the most profitable customers and boost customer loyalty. Marketing automation software can help solve these challenges, but it too requires a financial investment. Learn how to successfully leverage marketing automation technology and how to build a business case for it as well.

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      • Leveraging Web 2.0 and social media in CRM programs

        You’ve heard the buzz about Web 2.0 and social CRM, but where to start? In this e-book, find out more about Web 2.0 and social media in the context of CRM. Learn more about using Web 2.0 to build customer loyalty and get expert insight into the role that social CRM may play in the future.

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      • Building a business case for social CRM and customer communities

        Learn how to build a business case for social media outlets affecting customer relations and customer communities including Facebook and Twitter, as well as what social media means for CRM, best practices for managing online customer communities, and expert advice on implementing social media programs successfully.

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