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CRM Case Studies

Casey’s Is More Convenient with Mobile Apps

SAP has helped the convenience store chain build loyalty with e-commerce

Rotary Spins Out a Marketing Win with Workbooks

The outdoor equipment dealer cuts time for marketing activities

Five9 Projects Get Simpler with FinancialForce

FinancialForce provides complete business visibility for the contact center provider

Ford Recognizes Essential Workers with Lacek

FordPass Rewards drive loyalty among COVID frontline employees and first responders

CRM Columns

Five Long-Term Business Lessons the Pandemic Taught Us

Here's what companies must address to thrive amid uncertainty.

CRM at the Top of the Sales Funnel

Companies have big targets; so how do they hit them?

The Key to Global Success? Global CRM

Companies have to get all of their accounts rowing in the same direction.

Algorithms and (Artificial) Intelligence: Hype vs. Reality

Understand what you have—and whether it helps you get where you want to go.

Reports & Research

Drive Higher Value Customer Interactions With Agent Assistance Technology

Five9

Five9 Intelligent Virtual Agent Solution Guide

Five9

Deliver Faster, Better Customer Experiences With Intelligent Virtual Agents

Five9

Five9 Adapter for ServiceNow

Five9

Five9 Adapter for Salesforce

Five9

Here's the problem: most customers rarely or never answer calls from unknown numbers

First Orion

Overcoming Inertia: Moving Your Contact Center to the Cloud is Easier and More Critical Than Ever

Calabrio

Customer Operations for Dummies, ServiceNow Special Edition

ServiceNow

Effective Sales Operations: Are We There Yet?

Freshworks Inc.

Forrester Consulting Study: The Total Economic Impact™ Of ServiceNow Field Service Management

ServiceNow

Analyst Report: CCW Special Report: Service Continuity & Connectivity

ServiceNow

Proactively address issues to create superior customer experiences

ServiceNow

CCW Market Study – Future of the Contact Center: A Forecast

ServiceNow

Forrester Study: The Total Economic Impact of ServiceNow Customer Service Management

ServiceNow

Customer Workflows: Drive customer loyalty with connected digital workflows

ServiceNow

Customer Workflows Book of Knowledge

ServiceNow

Service Operations: How to organize resilient operations for unforeseen circumstances

ServiceNow

Customer Engagement: How to expand capacity for whatever comes next

ServiceNow

2020 Gartner Magic Quadrant CRM for Customer Engagement Center

ServiceNow

Supercharging customer service: Reimagining the operator experience at Grocery Outlet

ServiceNow

Aberdeen Report: The Return on Managing Customer Convenience in Modern Service Programs

ServiceNow

Driving Radical Customer Service Innovation: Move beyond operational demands to deliver proactive strategies that drive business growth

ServiceNow

Evolving your customer journeys to the next normal

ServiceNow

Make Journey Mapping Your Secret to Outstanding Customer Service

ServiceNow

Forbes - Field Service On The Edge

ServiceNow

Forbes - Power of the platform: Using IoT data to drive customer satisfaction

ServiceNow

Maximize uptime and streamline maintenance with ServiceNow

ServiceNow

Knowledge2020 Digital Experience - Field Service Spotlights

ServiceNow

The Five9 Guide to Making Customer Service a More Human Experience

Five9

Don’t Keep Your Customers On Hold

Five9

Cloud CRM Integrations

Five9