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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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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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Other E-Books available for free to our members

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  - How to keep customers -- and keep them happy: High-return tactics for building customer loyalty
    
    This e-book is full of expert advice for implementing a successful customer experience management (CEM) plan. Learn tried and true tactics for building customer loyalty and making an impact on the customer experience.
    View E-Book
  - 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.
    View E-Book
  - 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
  - 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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  - 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.
    View E-Book
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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.
    View E-Book
  Page 1 of 1
- Page 1 of 1
  - 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.
    View E-Book
  Page 1 of 1
- Page 1 of 1
  - How to keep customers -- and keep them happy: High-return tactics for building customer loyalty
    
    This e-book is full of expert advice for implementing a successful customer experience management (CEM) plan. Learn tried and true tactics for building customer loyalty and making an impact on the customer experience.
    View E-Book
  - 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.
    View E-Book
  Page 1 of 1
- Page 1 of 1
  - 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
  Page 1 of 1
- Page 1 of 1
  - 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.
    View E-Book
  Page 1 of 1
- Page 1 of 1
  - 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.
    View E-Book
  - 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.
    View E-Book
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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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  - 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.
    View E-Book
  Page 1 of 1
- Page 1 of 1
  - 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.
    View E-Book
  - 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.
    View E-Book
  - 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.
    View E-Book
  - 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.
    View E-Book
  Page 1 of 1

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