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

  • INNOVATION FOR MARKETERS BY MARKETERS by Marketo

  • GAIN A COMPLETE PICTURE OF YOUR SALES PERFORMANCE by Looker

  • YOU CAN’T SELL WHAT YOU DON’T KNOW by Pramata

  • 4 MUST HAVE STRATEGIES TO OPTIMIZE YOUR SALES CYCLE PRE TO POST CLOSE by Conga

  • ONLINE OR ON-PREMISE CRM: WHAT’S YOUR CHOICE AND WHY? by Soffront

  • 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:

  • YOU’RE MISSING QUOTA. HERE ARE 2 WAYS TO FIX IT NOW from Conga

  • YOUR SALESFORCE INVESTMENT IS ONLY AS GOOD AS THE CUSTOMER DATA YOU PUT THROUGH IT from Acxiom

  • DRIVING SALESFORCE ADOPTION WITH AN APPROACH THAT WORKS from Apttus

  • SPEED, SIMPLICITY, SCALABILITY: WHY COMMERCE ON SALESFORCE WILL KEEP YOUR COMPANY COMPETITIVE from CloudCraze

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


Sponsored By: Informatica and Cogito

By all accounts, the big story in business technology in the past few years has been the proliferation of relatively inexpensive yet comprehensive customer-focused analytics solutions.

In the following Best Practices installment, you will receive two informative Best Practices articles from these leaders in the field of analytics:

  • CLOUD ANALYTICS FOR DUMMIES The ebook to help you leverage technology for advanced customer insight from Informatica

  • BEHAVIORAL ANALYTICS: NEW INSIGHT FOR BETTER CUSTOMER CONVERSATIONS from Cogito

These analytic applications were out of reach just a few years ago, but now they’re more accessible than ever.


Sponsored By: inContact, eGain, nanorep, Cogito, Convergys, 24[7] and Genesys

The past several years have been a super-productive period in the field of customer service delivery, especially as it relates to call centers.

Download this all-inclusive preview into the intelligent uses of technology and get an inside view of what is possible today—and where the future of customer service is headed.

  • How Workforce Intelligence Creates A Better Customer Experience by inContact

  • How Intelligent Contact Centers Do Better In Customer Engagement by eGain

  • Shifting Customer Service From “Cost Center” To “Value Center” by nanorep

  • Build An Emotional Connection With Your Customers by Cogito

  • How To Turn Disjointed Interactions Into Satisfying Customer Journeys by Convergys

  • Accelerate Time-To-Value With These 3 CX Quick Wins by 24[7]

  • Is Your Contact Center Putting Your Customer Experience Strategy On Hold? by Genesys

Learn what ambitious customer service executives and CEOs are now focusing on in the contact center. You can also register to attend a Roundtable Webinar on this same topic on September 14, 2016, at 2:00 p.m.


Sponsored By: Panviva, NICE Systems and Verint®

Traditional workforce optimization (WFO) has been radically altered due to self-service and omnichannel customer service, a shift that is ultimately being driven by consumer preferences.

Download this FREE Guide to WFO and you will receive:

  • Why Just Optimize, When You Can Fully Enable Your Workforce? (Panviva)
  • Workforce Optimization And Beyond… Customer Engagement Optimization Can Help You Deliver Omnichannel Experiences (Verint®)
  • Expanding The ROI Benefits Of Nice WFM With Employee Engagement Manager (NICE Systems)

Stay relevant and informed with the latest expert opinions from CRM Magazines Best Practices Series.

A Webcast Roundtable on this same topic will be broadcast on Wednesday, August 17, 2016, at 2:00 p.m.


Sponsored By: inbenta

FACT 67 percent of consumers choose Web self-service as their preferred channel to find answers.

DOWNLOAD this FREE white paper and learn five key approaches to successful strategy using:

  • Dynamic FAQs
  • Intelligent Search
  • Virtual Assistance
  • Instant Answers
  • Analytics

LEARN how implementing natural language into self-service tools will improve your company’s customer loyalty, increase revenue, and enhance your brand awareness.


Sponsored By: Aptean, Parature from Microsoft, Verint, InforCRM and inContact

What are going to be the top trends in CRM in 2016?

Learn what experts predict to be the trends driving change over the next 12 months and beyond.

Download this FREE special 2016 PREVIEW and you will receive these educated predictions:

  • Personal Value Will Measure CRM Success In 2016 by Aptean

  • Employee Empowerment Will Separate Customer Experience Leaders And Laggards by Parature, from Microsoft

  • CRM Trends To Watch - Four Trends You Can’t Afford to Ignore by Verint®

  • CRM In 2016: Retaining Your Most Valuable Asset – Your Customer by Infor CRM

  • Trends & Predictions for 2016 by inContact

These leaders in CRM have offered their expert opinions for what they see as the driving trends over the next year. Download now to find out what they predict.


 
 
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