EGUIDE: Access this expert e-guide to uncover a solution to customer demand for same-day-shipping and how CRM has changed the entire customer experience.

Posted: 22 Nov 2013 | Published: 22 Nov 2013

EGUIDE: Access this expert e-guide to uncover how CRM has changed the entire customer experience and how this kind of technology can truly benefit your organization.

Posted: 22 Nov 2013 | Published: 22 Nov 2013

EGUIDE: This guide consists of articles that shed light on the new technologies shaping CEM today and offers advice on strategies and best practices organizations can use to optimize customer relations, increase profit and keep up with their consumers.

Posted: 18 Oct 2013 | Published: 18 Oct 2013

EBOOK: To many retailers, a multichannel strategy is a dream, but one high-growth company revealed its plan to bring together disparate data for improved service and sales. Read their story now.

Posted: 07 Oct 2015 | Published: 07 Oct 2015

EBOOK: Companies are taking advantage of personalized data to tailor and improve the customer experience--but the best strategy still includes human insight. In this e-book, journalist Albert McKeon reports on the business practices at several organizations working to successfully improve the customer experience through data analysis.

Posted: 15 Sep 2015 | Published: 15 Sep 2015

EBOOK: Automation technology can help contact centers get tie multichannel communications together and offer better customer service -- if it's set up and executed properly.

Posted: 04 Sep 2015 | Published: 04 Sep 2015

EBOOK: In this handbook, consultant Steve Robins explains how mobile location-based services work, the benefits of using them, and the potential risks. Then, executive editor Lauren Horwitz writes about how retailer Nordstrom has adopted beacon technology to better assist in-store customers.

Posted: 04 Sep 2015 | Published: 04 Sep 2015

EBOOK: This expert e-book outlines the leading challenges in delivering great customer experiences via mobile and social channels. Discover how to achieve your mobile and social CRM goals with a four-point business strategy.

Posted: 28 May 2015 | Published: 28 May 2015

EBOOK: Discover how your organization can unlock old siloed customer data to deliver the experiences your customers crave from a single unified CRM platform. Hear from experts Ashley Smith, Banafsheh Ghassemi, and Danny Estrada in this essential guide to learn about unified CRM platforms.

Posted: 31 Mar 2015 | Published: 31 Mar 2015

EBOOK: Automation technology can help contact centers tie multichannel communications together and improve customer service. Access this e-book to learn from CRM expert Scott Sachs how to properly set up and execute your multichannel customer service strategy.

Posted: 20 Mar 2015 | Published: 20 Mar 2015

EBOOK: This expert guide examines the ways in which companies are utilizing marketing automation software and customer personalization techniques to better target customers.

Posted: 12 Feb 2015 | Published: 12 Feb 2015

EBOOK: Companies are taking advantage of personalized data to tailor and improve the customer experience--but the best strategy still includes human insight. In this e-book, journalist Albert McKeon reports on the business practices at several organizations working to successfully improve the customer experience through data analysis.

Posted: 03 Dec 2014 | Published: 03 Dec 2014

EBOOK: This expert guide divulges essential information on how to use the newest sales tools for customer prospect generation; bolster sales forecasting with data modeling; use location-based apps; and more.

Posted: 21 Nov 2014 | Published: 21 Nov 2014

EBOOK: This e-book chapter is a guide to geolocation apps—what they are, what they do, and how they can benefit companies and their customers. You'll learn why providing a consumer with the right information at the right time is necessary in today's marketplace and look at the hurdles blocking widespread use of location-based data and analytics.

Posted: 12 Nov 2014 | Published: 12 Nov 2014

EBOOK: Geolocation mobile apps are giving companies new insights about customers: where they are at any given time. But this ability spooks many.

Posted: 02 Sep 2014 | Published: 02 Sep 2014

EBOOK: Contact centers are struggling to stay on top of myriad communication channels. That's why contact center upgrades are on the minds of many. In this three-part guide, veteran IT reporters cover infrastructure trends, strategies and technologies.

Posted: 19 Aug 2014 | Published: 19 Aug 2014

EBOOK: Choosing between a hosted or on-premises model -- or a blend of the two -- is the first step to modernizing customer relationship management systems today. Inside, explore the key differences between a hosted and an on-premises contact center.

Posted: 23 Jul 2014 | Published: 23 Jul 2014

EBOOK: In this e-guide, Maxcer and other industry experts examine how companies can prepare for cloud integration, and provide a useful step-by-step guide on how to integrate ERP.

Posted: 06 Jun 2014 | Published: 06 Jun 2014

EBOOK: Automation technologies were created to provide customers with a standardized, consistent experience. Why, then, are companies trying to avoid them? In this e-book, you'll learn why automation technologies don't work for every contact center use case, regardless of their intent.

Posted: 28 May 2014 | Published: 28 May 2014

EBOOK: In this e-book, discover how new technologies are making agents' lives easier. Learn how mobile apps are changing how agents interact with customers – and how some companies are integrating mobile CRM with the contact center. Plus, find out about the pitfalls companies can encounter when the contact center is on social media and how to avoid them.

Posted: 17 Apr 2014 | Published: 18 Apr 2014

EBOOK: This three-part expert guide focuses on the steps to take to engage customers in the ever-growing e-commerce industry. Inside, discover the 6 key factors that can make or break a customer's shopping experience.

Posted: 17 Apr 2014 | Published: 22 Apr 2014

EBOOK: Access this expert handbook to learn how to determine which communication channels to harness to effectively and easily reach customers. Explore new methods of multichannel marketing, which can help you pinpoint the first steps to a successful multichannel communication strategy.

Posted: 27 Feb 2014 | Published: 27 Feb 2014

EBOOK: In this chapter of our e-book series Improving the Customer Experience Through Technology, CRM professionals explain what it takes to maintain a single view of a customer's history and contact information, how multichannel organizations keep all that data in order -- and how they keep it from falling into the wrong hands.

Posted: 10 Dec 2013 | Published: 10 Dec 2013