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      • Computer Weekly networking case studies

        Jennifer Scott and Steve Evans discover what made the winning entries stand out from the crowd in the 2014 Computer Weekly European Awards for networking.

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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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      • Special Report on VDI

        The articles contained here were written by Brian Madden, the fiercely independent thought leader in the world of virtualisation and mobility management. Along with his co-author Gabe Knuth, Brian is responsible for both “The VDI Delusion” and “Desktops as a Service” books – considered to be the most reliable sources of information on battling today’s technology pain points.

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      • Confront the problem with healthcare data storage

        State and federal data-retention regulations and an ever-increasing volume of data -- with imaging data as the biggest culprit -- are creating a big storage dilemma for many healthcare providers. Providers are required by law to store patient data for years and, in some cases, decades -- even though it's likely they will never give many pieces of data a second glance.

        So how to make room for the ever-growing mountains of healthcare data? Start with this three-part guide. Inside, our health IT experts outline useful tips for every step of the data management process. Readers will gain insight on the differences between data archiving and data backup as well as expert advice on storing and managing imaging data for the long term.

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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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      • 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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      • 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 >>

  • Tap into enterprise data governance for business value

    Data governance is all about managing data as a business asset and ensuring that data is accurate, consistent, integrated, timely, complete and secure. This report examines the market trends for implementing data governance. Based on data from a recent survey of 317 business intelligence professionals, IT professionals and consultants, this SearchBusinessAnalytics Benchmark Report analyzes the responses and provides trend information on the increasing executive acceptance of the importance of managing data as a corporate asset, the current status and types of data governance initiatives, data quality and data governance benefits.

  • VM management and capacity prediction

    As hypervisor features have become more similar, the next vendor battleground will be over management software. Microsoft and VMware have similar capabilities, and now they'll look to make their products stand out by touting their management tools and complimentary products. Soon, IT pros won't spend time looking at unique features when they compare hypervisors; they will be looking at how an organization can use the hypervisor to improve workflows throughout the data center.

OTHER FEATURED E-BOOKS

Featured E-HANDBOOKS on searchCRM.comView all >>

  • Computer Weekly networking case studies

    Jennifer Scott and Steve Evans discover what made the winning entries stand out from the crowd in the 2014 Computer Weekly European Awards for networking.

  • 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.

OTHER FEATURED E-HANDBOOKS