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      • Dollars and sense: The economics of AWS

        Competitive pricing is driving much of the growth in the adoption of Amazon Web Services. But how cheap is AWS, really? Users need to understand exactly what they are paying for and how to control cost overruns.

        View E-Handbook
      • Enterprise Hadoop: Ready for prime time?

        Many vendors are pitching Hadoop as the foundation for enterprise data management environments that delivers information and insights to business users and serves as a hub for other data systems and applications. In the era of big data, the case for Hadoop is strong: Hadoop provides a cost-effective way to ingest, store and process large volumes of multi-structured data. With Hadoop, organizations can store all data in its original format and provide a system of record for the enterprise. Even more, they can bring the applications to Hadoop and process the data in place.

        But does reality square with the promise today? Are companies willing to trust their enterprise data to Hadoop? The big question is whether Hadoop is ready to support enterprise-scale, production environments where data can't be corrupted or inconsistent. Does Hadoop have adequate management, monitoring, backup, recovery and security features? What are the major gaps today and what are vendors doing to plug the holes? At what point can companies trust production computing environments to Hadoop? This report, based on a comprehensive survey of business intelligence professionals and interviews with experts in the field, addresses these questions.

        View E-Book
      • Contact center upgrades to clear up complex customer service

        Contact centers are struggling to stay on top of the myriad communication channels available to consumers today. To effectively manage those channels, many contact center managers are looking to upgrade the hardware and technologies that form the backbone of their operations. An upgrade, however, requires due diligence, careful planning and a trained eye on the prize -- improving the customer experience.

        In this three-part guide, veteran IT reporters cover infrastructure trends, strategies and technologies. First, Pamela DeLoatch details why outmoded technology -- not the people behind it -- is to blame for the bad rap often given to contact centers. DeLoatch also looks at the purported benefits of cloud-based operations -- for smaller companies, especially. Next, Sue Hildreth explains why customer service automation is a compulsory today. In her story, industry watchers serve up five best practices for ensuring the success of customer service automation. Christine Parizo finishes with a close look at the multichannel challenges facing contact centers and whether the cloud -- said by some to be a cure for fragmented customer service -- is all it's cracked up to be.

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      • MicroScope: August 2014

        August 2014

        Includes:
        • Arcerve plans to invest post CA divestment
        • Xerox strikes back against counterfeiters
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      • Contact center upgrades to clear up complex customer service

        Contact centers are struggling to stay on top of the myriad communication channels available to consumers today. To effectively manage those channels, many contact center managers are looking to upgrade the hardware and technologies that form the backbone of their operations. An upgrade, however, requires due diligence, careful planning and a trained eye on the prize -- improving the customer experience.

        In this three-part guide, veteran IT reporters cover infrastructure trends, strategies and technologies. First, Pamela DeLoatch details why outmoded technology -- not the people behind it -- is to blame for the bad rap often given to contact centers. DeLoatch also looks at the purported benefits of cloud-based operations -- for smaller companies, especially. Next, Sue Hildreth explains why customer service automation is a compulsory today. In her story, industry watchers serve up five best practices for ensuring the success of customer service automation. Christine Parizo finishes with a close look at the multichannel challenges facing contact centers and whether the cloud -- said by some to be a cure for fragmented customer service -- is all it's cracked up to be.

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      • Contact center technology today requires a new approach

        Managing customer relationships today is about a whole lot more than a weekly newsletter and a few phone lines. Organizations ahead of the curve have accepted this rule, drilling down on customer experience management strategies designed to deal with the multitude of communication channels available to customers. It's not just about about the technology -- though, that is an important part of CEM. Successful customer service is also about strategy: how to ensure customers are satisfied at each and every point of contact, whether it's via smartphone, tablet, email or social media.

        This three-part guide will focus on the steps that companies need to start making to keep up. We kick off with a guide to forming a successful e-commerce strategy -- starting with six key factors that can make or break a customer's shopping experience and, ultimately, your business. Next we examine the "outside-in" approach to contact center technology -- putting yourself in the customer's shoes and making the technology they use to contact you as simple as possible. We close with a look at where tomorrow's CEM technology is heading.

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      • How to fine-tune your contact center

        Call centers can easily fall behind the times with old software, metrics and strategies, so companies need to be forever looking ahead -- toward technologies that fit a multichannel world. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management -- including schedule and workforce management.

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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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      • The new contact center metrics: Putting them to work

        There is added pressure for contact center agents today, with customers armed to the teeth with devices to connect with businesses- from tweets to texts to telephone calls. But with proper contact center metrics to gauge agent performance and instructive training, some of that pressure can be alleviated. Read this handbook for techniques to develop an effective contact center metrics strategy and help your contact center shine in a multichannel world.

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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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      • 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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      • 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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      • Innovation, skills key to an effective customer experience strategy

        November, Volume 1, Issue 7

        Includes:
        • CEM requires more than just customer service skills
        • Customer experience management technologies shape business strategies
        • CEM jobs employ both sides of the brain
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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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      • Modernizing customer relationship management systems today

        If you were asked to define either an on-premises or hosted contact center, could you? Don't fret if you can't: Many professionals don't know the difference between the two. Choosing between the two different systems, however, is one of the most important decisions when implementing a contact center. And new technologies, increased customer expectations and social media-based customer service are further complicating the choice.

        A move away from a legacy contact center system can alleviate pain, improve employee satisfaction and customer service, and save your company money. Confused where to begin? This three-part guide is a good start. Inside, SearchCRM writers explore the key differences between a hosted and an on-premises contact center. Former Site Editor Lena J. Weiner drills down on the pros and cons -- and specifically, the myriad responsibilities -- in an introduction to each system. Next, reporter Christine Parizo takes a hard look at the legacy systems in contact centers. With some observers today advocating a mix and match of new and old technologies to deal with customers, it's no simple task deciding which systems will remain. To close, Lauren Horwitz, SearchCRM's executive editor, points to some of the newest trends in contact center technology -- specifically, changes to contact center strategy wrought by social media-based customer service.

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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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      • 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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      • Moving Service: Staying Connected With Mobile Apps

        Special Edition, March 2013

        Includes:
        • Mobile customer service holds customer frustration at bay
        • More to mobile application design than meets the eye
        • Mobile engagement at Krispy Kreme: Clever sensors ping doughnut lovers
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      • Social CRM goes to market

        August 2012, Vol. 1, Issue 5

        Includes:
        • Southwest, others make mobile and social CRM fly
        • Mobile commerce apps deliver munchies and more to customers
        • Facebook ad spending continues despite big exits
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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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      • 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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      • The more the merrier: Customer service goes multichannel

        Multichannel marketing means allowing customers to have conversations on their terms, at their convenience and using the channels -- phone, email, chat, text -- that make the most sense to them. At least one study says that customers of companies with multiple communication channels spend 30% more than customers of companies with just one channel, such as a call center. So there's a huge incentive to go multichannel. It's not a matter of when, but a matter of how.

        Why branch out? To put it simply: Making it easier for customers to get in touch can boost both sales and customer satisfaction. This handbook aims to show users and IT professionals alike how to accomplish that. There's expert advice on determining which communication channels to harness to effectively and easily reach customers. By looking at new methods of multichannel marketing -- mobile apps, interactive sites, augmented reality -- readers can pinpoint the first steps to a successful multichannel communication strategy.

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      • 3-2-1 contact: The call center in a multichannel world

        Long past are the days when the contact center was simply a call center with agents on phones. Today, customers want to interact with agents 24 hours a day via email, chat on social media and text in addition to the old standby, the telephone.

        In this three-part handbook, discover how new technologies are making agents' lives easier. Learn how mobile apps are changing how agents interact with customers -- and how some companies are integrating mobile CRM with the contact center. Find out about the pitfalls companies can encounter when the contact center is on social media and how to avoid them.

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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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      • 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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      • 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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      • CRM data migration best practices

        In this handbook, readers will discover methods on how to avoid big mistakes during data migration. Additionally, readers will be informed of what data should move -- and when -- to a new or upgraded system and whether to migrate data for a system upgrade.

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Featured E-ZINES on searchCRM.comView all >>

  • Business Information

    Cloud computing, mobile devices and massive amounts of data flowing into organizations are combining to put heavy pressure on business systems. To adapt, organizations have been forced to transform the way in which corporate information is managed.

  • Customer Experience Exchange

    Access essential resources designed to help you develop and implement a winning customer experience management (CEM) strategy designed to forge lasting customer relationships to ensure long-term business success.

ALL TECHTARGET E-ZINES

Featured E-BOOKS on searchCRM.comView all >>

  • Enterprise Hadoop: Ready for prime time?

    Many vendors are pitching Hadoop as the foundation for enterprise data management environments that delivers information and insights to business users and serves as a hub for other data systems and applications. In the era of big data, the case for Hadoop is strong: Hadoop provides a cost-effective way to ingest, store and process large volumes of multi-structured data. With Hadoop, organizations can store all data in its original format and provide a system of record for the enterprise. Even more, they can bring the applications to Hadoop and process the data in place.

    But does reality square with the promise today? Are companies willing to trust their enterprise data to Hadoop? The big question is whether Hadoop is ready to support enterprise-scale, production environments where data can't be corrupted or inconsistent. Does Hadoop have adequate management, monitoring, backup, recovery and security features? What are the major gaps today and what are vendors doing to plug the holes? At what point can companies trust production computing environments to Hadoop? This report, based on a comprehensive survey of business intelligence professionals and interviews with experts in the field, addresses these questions.

  • Overcome today's disaster recovery challenges

    The use of devices not connected to a local network is a challenge for IT staffs tasked with protecting data on those devices. Completing backups within a reasonable timeframe has become an issue for organizations. Some organizations are opting for alternatives to traditional backup to address these challenges. The cloud has been pushed as an alternative to tape for offsite storage for disaster recovery. However, there are challenges with this approach and with protecting applications running in the cloud.

OTHER FEATURED E-BOOKS

Featured E-HANDBOOKS on searchCRM.comView all >>

  • Dollars and sense: The economics of AWS

    Competitive pricing is driving much of the growth in the adoption of Amazon Web Services. But how cheap is AWS, really? Users need to understand exactly what they are paying for and how to control cost overruns.

  • Contact center upgrades to clear up complex customer service

    Contact centers are struggling to stay on top of the myriad communication channels available to consumers today. To effectively manage those channels, many contact center managers are looking to upgrade the hardware and technologies that form the backbone of their operations. An upgrade, however, requires due diligence, careful planning and a trained eye on the prize -- improving the customer experience.

    In this three-part guide, veteran IT reporters cover infrastructure trends, strategies and technologies. First, Pamela DeLoatch details why outmoded technology -- not the people behind it -- is to blame for the bad rap often given to contact centers. DeLoatch also looks at the purported benefits of cloud-based operations -- for smaller companies, especially. Next, Sue Hildreth explains why customer service automation is a compulsory today. In her story, industry watchers serve up five best practices for ensuring the success of customer service automation. Christine Parizo finishes with a close look at the multichannel challenges facing contact centers and whether the cloud -- said by some to be a cure for fragmented customer service -- is all it's cracked up to be.

OTHER FEATURED E-HANDBOOKS