destinationCRM.com Best Practices Series
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Current White Papers (click on title to view/download):
Sponsored By: Informatica

How a New Generation of Marketing Analytics (and a Big Data mindset) Changes Everything

Ever struggle with these questions?

-Which of my marketing channels drives the most revenue?

-How can I increase returns?

-Where should I spend next year’s marketing budget?

Learn how Data Lakes answers these and other most perplexing questions.

Sponsored By: Genesys, Avaya, Verint, and Aspect

This is a big topic, so it’s fitting that four of the biggest names in customer engagement have offered their insights on how to make the transition from Contact Center to Customer Engagement Center.

DOWNLOAD this single, complete guide and you will receive:

  • The Key to Omnichannel Customer Engagement Success? An Integrated Platform for Voice and Digital Channels from Genesys

  • From Contact Center to Customer Engagement Center from Avaya

  • Increasing Engagement with Knowledge Management from Verint®

  • 7 Capabilities for a Superior Customer Engagement Center from Aspect

Be the driving force in your organization to make the progression to customer engagement center, the next level in customer service.

Roundtable Webinar Date for this topic: February 10, 2017

Sponsored By: Freshsales

Sales has changed. Give your sales team the tools they need.

Prospects are more informed – and more distracted than ever.

DOWNLOAD this Best Practices White Paper and see how you can equip your sales team to deal with a new breed of buyer and help your sales reps actually add value to the transactions.

Learn how you can help your team:

  • Sell in a Competitive Market
  • Sell with a Smart CRM
  • Track Sales Interactions and Engagement Patterns
  • Scoring Prospects by Buying Signals

Salespeople need tools that leverage their new role in the age of the customer.

DOWNLOAD this White paper for a new perspective.

Sponsored By: Jacada, Avaya, Confirmit, inMoment and BoldChat

Learn how your company can deliver great customer experiences by keeping a close eye on customer journeys, listening to what customers have to say, and interacting with customers consistently and effectively, no matter which channel they choose.

To achieve these great experiences, your employees need to have the right tools.

DOWNLOAD this comprehensive guide to Customer Experience Management and you will receive these FIVE unique perspectives from industry leaders.

  • How You Listen Matters from InMoment
  • Customer Engagement Takes The Spotlight from Avaya
  • The Fundamentals Of Delivering Superior Customer Experience In The Digital Age from Jacada
  • Customer Experience: Proving Effectiveness & Hitting The Bottom Line from Confirmit
  • Deliver Stellar Customer Experiences With Live Chat from Boldchat

Sponsored By: Marketo and Real Magnet

In 2016, marketing automation applications have finally reached the status of breakout trend gained broad acceptance as a must-have solution.

If you need to build a business case to secure a budget from your executive board to integrate your marketing efforts with a marketing automation platform, you need to download these two business cases:

  • 10 Reasons to Consider Marketing Automation by Marketo
  • Six Reasons Why You Need Marketing Automation by Real Magnet

Marketing automation is all about improving operational efficiencies that drive revenue and these case studies will help you create a rational proposal to join the world of marketing automation.

Sponsored By: Sparkcentral and Freshdesk

Social media has turned customer service delivery on its head over the past decade or so.

Your customers live on Social Networks, and they are inseparable from their mobile devices.

Download the following Best Practices instalment from CRM magazine and you’ll receive these two primers on delivering effective customer service through social channels.

  • Delivering Effortless Customer Experiences with Social Media by Sparkcentral
  • Social Networks Are Evolving Into a Platform of Convenience by Freshdesk

 Learn how to integrate customer service into your social networks.

Sponsored By: Informatica Corporation

Salesforce Integration for Dummies

The must-read plan for integrating Salesforce effectively.

Salesforce is tracking more than your sales pipeline. It’s being adopted by services, by marketing, and beyond. To play a pivotal role in shaping your Salesforce integration strategy and tame data complexity, you’ll want a plan.

Salesforce Integration For Dummies” offers step-by-step guidance that’ll help you:

  • Get more out of Salesforce: Integrate information from legacy ERP, other cloud apps (and other systems) into Salesforce to create a 360-degree, customer-centric view.

  • Deal with data complexity: Increasing complexity can snowball and affect successful Salesforce adoption and expansion. We’ll show you the art of navigating Salesforce’s lifecycle.

  • Know what’s needed for optimal Salesforce integration: Identify your integration points, assess your data quality, and create a master data management strategy – all parts of a Salesforce integration plan.

Get your free download of “Salesforce Integration For Dummies.

Sponsored By: Verint, eGain and RightAnswers

The reason customers are contacting you is that they need answers. All customer support starts with that simple truth.

Effective knowledge management (KM) is crucial to providing customers with the information they need, in a quick, concise, and consistent way across all communications channels.

DOWNLOAD this special supplement to CRM magazine and learn why effective KM has to be a core strategy that is continually refined to satisfy customers, empower employees, and deliver value that directly affects the bottom line.

  • Knowledge Management: An Essential Component of Any Customer Service Strategy by Verint®
  •  The Transformational Value of Knowledge Management for Customer Service and Support by eGain
  •  A Customer Service Approach for the Long Haul by RightAnswers

Find out what effective KM can do for your customer support—and ultimately drive better outcomes for your organization.

Sponsored By: Transera, a BroadSoft company, USAN, Interactions, Convergys, Aspect, and Avaya

This month’s installment in CRM magazine’s Best Practices Series offers a snapshot of the state of the contact center today, and a glimpse of where it is headed in the very near future.

DOWNLOAD this special supplement to CRM magazine’s and you will receive these six examples of contact center innovations by the leading innovators in the industry.

  • Transform Salesforce Into A Complete Contact Center Solution by Transera, A BroadSoft company
  • Customer Engagement: Omnichannel And Secure by USAN
  • Satisfaction With Customer Service: It’s Personal by Interactions
  • Cross-Channel Orchestration: Helping Agents Connect The Dots by Convergys
  • 3 Cutting-Edge Contact Center Innovations You’re Probably Not Using (But Should Be!) by Aspect
  • Critical Innovations Driving Future Experiences by Avaya

In this one complete supplement you’ll find a mix of concrete innovations that have come to the forefront in 2016, as well as a peek into the future as emerging technologies make innovation possible.

Round Table Webinar on this same topic is on October, 26, 2016

Sponsored By: SuiteCX and OpinionLab

Your map, their journey.

Customer journey mapping has received much attention in recent years, as companies have recognized the need to reexamine the effects of adding multiple channels for customer communications.

Download this single special supplement to CRM magazine and you will receive:

  • Customer Journey Mapping - SuiteCX
  • Five Best Practices To Integrate VoC Into Your Customer Journey Mapping Processes - OpinionLab

Learn how to create a clear path for your customers that will quickly guide them to their destination.

Sponsored By: CallMiner and Genesys

Engagement is key to your customers’ journeys.

Chances are your company is struggling to make the next logical step toward true omnichannel support. Download this latest guide from CRM magazine’s Best Practices Series, and you will receive two recommendations for achieving true Omnichannel capabilities.

  • Moving Beyond Interaction Analytics For An Omnichannel World CallMiner
  • How Omnichannel Engagement Helps You Deliver The Experience Your Customers Expect Genesys

In the following download, you will find recommendations to help you make the transition from offering many options for customer support to offering personalized support that provides the same satisfying experience to your customers regardless of the channel they’re using.

Sponsored By: inMoment, Genesys, Confirmit, and Freshdesk

Look beyond simple survey metrics to offer insights on how to better perceive what your customers actually think about your company and products. 

Learn how you can gain deeper insight into your customers’ thoughts and attitudes and engender loyalty that keeps them coming back.

In this Best Practices Guide from CRM magazine, you will receive:

  • CX: The Art of the Possible by InMoment 

  • Voice of the Customer: Modern Approaches to Delivering Real Insights by Genesys

  • Listening To Your Customers Keeps You on Course: The Role of Journey Mapping by Confirmit

  • Service and Support in “The Age Of The Customer” by Freshdesk

Download this special report and learn how you can understand how to serve your customers better.

Sponsored By: Conversica, Marketo, Looker, Pramata, Conga, Soffront and Qlik

The age-old complaint from sales—“These leads aren’t any good”—and the counter-complaint from marketing—“Salespeople don’t follow up on the leads”—are finally being addressed by the discipline of data and business rules

In the following Best Practices Guide, our experts will address how focusing on lead discipline can align sales and marketing departments more effectively.

  • THE FOUR Ps OF LEAD FOLLOW-UP: Findings from the 2015 Sales Effectiveness Report by Conversica






  • MAKE THE MOST OF YOUR SALES DATA: Realize your full potential with self-service analytics by Qlik

 Sales & Marketing alignment is your only best hope for driving revenue.

Sponsored By: Verint®, Sparkcentral, eGain, Genesys, Coveo and CallMiner

Delivering smart customer service starts with taking a fresh look at the entire customer service process, without prejudice or preconceived notions.

Download this free Best Practices Guide from CRM magazine and you will receive these six recommendations from industry experts detailing what you can do to add intelligence to your customer service delivery.

  • Three Essential Elements For Delivering Smart Customer Service from Verint ®

  • Essential Elements For Delivering Smart Social Customer Service: How Personalized Social Customer Service Increases Engagement and Creates Brand Advocacy from Sparkcentral

  • The Five Parts of Smart Customer Service from eGain

  • Five Keys to Innovative, Intelligent, Omnichannel Customer Service from Genesys

  • Intelligent Search: A must-have in your customer service Toolkit from Coveo

  • Best Practices for Achieving Customer Service Excellence from CallMiner

Make sure your customer service efforts earn the respect of your customers.

Sponsored By: Aspect, SmartAction, Empirix, Freshdesk and Genesys

Customers overwhelmingly use the phone to resolve their customer service problems and to escalate from Web or chat when those digital channels fail to meet their needs.

Interactive voice response (IVR) systems have carried the heavy load of customer inquiries for decades.

DOWNLOAD this special Best Practices Guide and learn how IVR’s have evolved to meet the high standard of current customers, while still shouldering the bulk of customer interactions.

  • Defining The Future Of Self-Service With Natural Language Understanding — From IVRs to Messaging Apps from Aspect

  • It’s Time to Start Thinking About IVR Differently from Smartaction

  • The Future of IVR Customer Service Assurance from Empirix

  • The Future of Interactive Voice Response (IVR) In Customer Support from Freshdesk

  • Has Your IVR Come A Long Way? Join The Next-Gen Self-Service Revolution! from Genesys

 In the following installment of CRM magazine’s Best Practices series, we’ll see how advances in both technology and processes have enabled modern IVRs to strengthen the value of next-generation self-service integrated solutions for customers and organizations alike.

Sponsored By: Conga, Acxiom, Apttus and CloudCraze

DOWNLOAD this free guide to Salesforce AppExchange Deep Dives receive four concise descriptions of how to harvest real business value from your investment in Salesforce’s platform.

In the following pages of this installment of CRM magazine’s Best Practices series, you will learn how:





Not all businesses have the same specific needs, but with more than 3,000 apps to choose from, chances are that you’ll be able to find some that fit your needs.

We also have two educational live webinars on Salesforce AppExchange Solutions this year:

Salesforce AppExchange for Customer Service WEBINAR on June 29, 2016, at 2:00 p.m.

Salesforce AppExchange for Sales & Marketing WEBINAR on September 28, 2016, at 2:00 p.m.

Sponsored By: Verint®, OpinionLab, RedPoint, Pitney Bowes and Genesys

Gallup defines customer engagement as “the emotional connection between your customers and your company.” This very simple definition belies the difficulty in creating emotional bonds between customers and brands and the sustained effort required to improve and strengthen those connections.

DOWNLOAD this latest Best Guide from CRM magazine’s April issue and you will receive these Five recommendations from the top solution providers in the industry:

-Connecting For Convenience: Four Best Practices For Customer Engagement from Verint®

-Five Best Practices To Integrate VOC Into Your Customer Journey Mapping from OpinionLab

-Harness Data, Insight And Action To Engage Today’s Digitally Empowered Customers from RedPoint

-Interactive, Personalized Video Improves Customer Engagement At Security First Insurance from Pitney Bowes

-Omnichannel Engagement In The Age Of The Customer from Genesys

The concept of engaging customers has emerged as one of the principal tenets of CRM in the past several years, and this installment should be required reading for any executives interested in creating stronger customer relationships.

An educational Roundtable Webcast on this topic will be broadcast on July 27, 2016, at 2 p.m. Register Here

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