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CRM Case Studies

Plante Moran Builds a Wealth of Engagement with ON24 Target

The financial firm maintains customer contact with the online events platform.

Jornaya Drives PolicyBind Growth

Insurance network expands marketing options with Jornaya LeadiD.

Tax Savings Pros Saves Time with SugarCRM

Sugar Market leads the financial planner to a full SugarCRM rollout.

GlassesUSA.com Sees Clear Benefits from Dynamic Yield

The online eyewear retailer tweaks its recommendations engine to increase revenue.

CRM Columns

WFO/WEM Solutions Prove Their Worth in a Pandemic Economy

When contact centers sent their employees home to work, workforce optimization/workforce engagement management tools helped ease the transition.

Beware Mediocre CX

Avoid distractions that suck the life from your customer experience programs.

Expect the Supply Chain and CRM to Intersect This Holiday Season

For those of us in the CRM industry, this holiday season was a really great opportunity to shine.

Front-Office Transformation: The Key to CRM Execution

You have to make sure everyone is on the same team (including your customers).

Reports & Research

The ROI of Smart Self-Service: Using Modern Tools to Delight Modern Customers

NICE

Remote Agents & Digital Transformation eBook

Enghouse Interactive

AI and other intelligent technologies – 3 strategies for transforming customer experience

ServiceNow

Visibility in action: Powering end-to-end insights across customer experience, satisfaction, and cost management.

ServiceNow

Make Journey Mapping Your Secret to Outstanding Customer Service

ServiceNow

Evolving your customer journeys to the next normal

ServiceNow

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

ServiceNow

Supercharging customer service: Reimagining the operator experience at Grocery Outlet

ServiceNow

Customer Engagement: How to expand capacity for whatever comes next

ServiceNow

Customer Operations: 6 best practices for connecting customer service resources

ServiceNow

Maximize uptime and streamline maintenance with ServiceNow

ServiceNow

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

ServiceNow

Forbes - Field Service On The Edge

ServiceNow

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

ServiceNow

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

ServiceNow

Proactively address issues to create superior customer experiences

ServiceNow

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

ServiceNow

Customer Operations for Dummies, ServiceNow Special Edition

ServiceNow

Verdantix - Smart Innovators: Field Service Management Software

ServiceNow

Increase field service safety and reduce costs with augmented reality

ServiceNow

Emerging Technologies in Field Service Management - WBR Report

ServiceNow

Infographic - The field service technician’s wish list

ServiceNow

Customer Operations 2021: Success in CX and Digital Transformation Through Service and Back-Office Alignment

ServiceNow

Future Applications of AR in Field Service - WBR Report

ServiceNow

Voice of the Field Service Engineer – Service Council Report

ServiceNow

Customer Workflows Book of Knowledge 2021

ServiceNow

Field Service Management Use Cases - Use Case Guide

ServiceNow

Infographic - A day in the life of a field technician

ServiceNow

Microsoft Dynamics 365 vs Salesforce: Exploring the Difference

Alythia

NEW Analyst Research: The ROI of VOC in the Contact Center

NICE Satmetrix

How to Build an Expert Onboarding Strategy - Drive Adoption with the C.A.R.E. Framework

Intercom