Customer-centricity drives revenue, but many companies face significant challenges to be customer-centric. According to a recent survey, 63% of executives reported that customer centricity would drive revenue, but information and organizational silos stand in their way. Their employees and customer-facing systems don't have enough information about customers' preferences and needs to serve them well: what they've said across channels, if they are happy, or if they are thinking about defecting to the competition, and why.

Learn how to unlock knowledge and engage customers with this complimentary research-based executive brief. You'll learn:

• The three pillars of customer centricity

• Why systems thought to enable customer centricity (CRM, KBs, Online Self-Service, Communities, etc.) fall short

• How to break down information and departmental silos with a surprisingly intuitive, non-disruptive and flexible technology

Discover the path to customer centricity. Download and read the complimentary research-based executive brief, Unlocking Knowledge to Engage Customers.

Though social media engagement has been identified as one of the top priorities and most exciting opportunities for companies in 2012, many brands still aren't actively engaging with the millions of consumers using social media to make purchase decisions, share brand experiences and request customer service. But this opportunity can't be ignored for long. With social-savvy companies transforming customer service on Facebook and Twitter from a wonderful exception into a widespread expectation, organizations across all industries are being pushed to talk with their social audiences. Parature Customer Service Software offers five proven best practices for better managing social media as a growing customer service channel.

Improving the delivery of products and services should be an ongoing focus in business. In particular, if your firm isn't considering how to make its products and services available at a competitive price - and how to reduce time-to-market response times to customers - your competitors certainly are. Just as certainly, and especially on social networks and the web, consumers are constantly evaluating your company's service, pricing, product quality and reputation to gauge value overall.

Although couponing has gained mainstream acceptance, those pesky pieces of paper have proven an inefficient way to redeem the offer. They get lost or expire, or slow checkout lines to a crawl. And what if the marketer wants to see if they were even used, and by whom? You have questions. We have answers. Download our whitepaper now to see how OfferWise Solution works, why it works and why you need it to ensure your sales and marketing efforts are tracked and measured effectively.

Repeat calls to your call center are costly in time, money and customer satisfaction. By listening to customers after the call, you can pinpoint issues that aren't being resolved immediately, refine training and help ensure consistent quality, even if turnover is high.

See how in this complimentary Business White Paper: "Your Customers Know How to Increase Your Profits. But Do You Know How to Listen?"

You'll find out...

  • How surveys and voice analytics can uncover issues down to the individual employee

  • Why customers with quickly resolved problems are worth more long-term than those who never complain

  • Why call center employees actually embrace customer surveys

  • How one customer raised first-call resolution from 57% to 71% in just 10 months

Discover how you can increase quality, efficiency and customer loyalty. Get this complimentary Business White Paper now!

Based on interviews with hundreds of US contact centers over five years, this paper looks at the ongoing evolution of multichannel customer contact, including business drivers and customer requirements for new and existing channels and a view of where the industry will be in 2015. Downloaders will have a chance to win a tropical vacation.

The common complaint that salespeople have is that marketing doesn't provide enough qualified leads. Marketers complain that salespeople don't follow up on the leads provided to them.

So how do you align the goals of sales and marketing so that they work like a well-oiled machine?

In this report from CRM magazine and Oracle, you will learn how to:

• Align the goals of sales and marketing more closely

• Manage a single lead pipeline

• Prevent "leakage" of leads that fall through the cracks

• Use simple qualification questions to better score leads

Don't ignore the problem, learn how you can create a high powered revenue engine by aligning the goals of sales and marketing in a way that makes sense.