Customer Relationship Management (CRM) | Customer Service (General) | Customer Experience Management (CEM) | Customer Interaction Management | Customer Information Management/ Customer Databases | Business Intelligence Solutions | Customer Self-service/ e-Self Help | Customer Data Integration | Marketing Management | Social Networks and Community Management

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GFI WebMonitor: Web Security, Monitoring & Internet Access Control - 30 Day Free Trial! by GFI Software Ltd. May 28, 2009 - (Free Research) GFI WebMonitor polices Internet access, reports on users’ website browsing habits and downloads, while providing web security features such as anti-virus and malware protection in real-time for SMBs. (TRIAL SOFTWARE) VIEW ABSTRACT | GO TO

How Web 2.0 Is Transforming CRM: Leveraging Social Media to Improve the Customer Experience by SAP America, Inc. January 01, 2009 - (Free Research) Check out this article to learn how SAP is embracing Web 2.0 opportunities for customer relationship management (CRM), from leveraging social computing to building new Web 2.0-based CRM applications. (JOURNAL ARTICLE) VIEW ABSTRACT | GO TO

Enhance Customer Loyalty through Higher Responsiveness by Oracle Corporation April 01, 2009 - (Free Research) The user experience associated with web applications relies in large part on the availability and management of their session data, its persistence, and its management. This white paper focuses on the topic of data availability and management for mission-critical web applications. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

New Technology for a Compelling Web Channel Experience: Competition and Social Web Propel Rich Internet Applications by SAP America, Inc. September 02, 2010 - (Free Research) To be successful, companies must work with their software vendors to incorporate advanced technologies into their e-commerce and e-service platforms for improving ease of use, such as RIAs. Read on to learn more about how to reach new markets and gain fresh insights into customer needs through data-based analyses of web interactions. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

How to Deliver a Great Customer Experience and Lower Costs: Achieving Interaction Excellence Across Multiple Touch Points by SAP America, Inc. January 01, 2009 - (Free Research) Check out this article to discover how companies that provide convenient touch points and deliver positive customer experience enable customization of product interaction and achieve a competitive edge with consumers. (JOURNAL ARTICLE) VIEW ABSTRACT | GO TO

Aligning Sales Territories to Enhance Sales Productivity: Improving Customer Relationships in a Tough Economy by SAP America, Inc. April 24, 2009 - (Free Research) Even when times are good, sales force effectiveness commands management attention: after all, the success of the sales force is integral to profitable growth. But in a tough economy, retaining customers and reducing costs become paramount, and thus sales force effectiveness truly takes center stage. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Maximizing Website ROI: The Crucial Role of High-Quality Search by Google GSA December 01, 2009 - (Free Research) At a time when customers are conscious of new expenditures, organizations want solutions that provide substantive and fast ROI. Google search solutions provide a simple way to increase revenues generated from a website and decrease customer support costs, providing solid benefits to the bottom line. Read this white paper. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Coming Revolution in Web Analytics: How Third-Generation Digital Analytics Tools will Change your Business Forever by SAS Institute Inc. May 04, 2010 - (Free Research) This white paper describes the impending revolution in digital analytics, one that has the potential to change both the Web analytics and BI fields forever. Read on to learn the case for a new approach toward customer intelligence that leverages all available data, not just that data that is most convenient given the available tools. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Case Study: Verizon Keeps Customer Service High with a Resilient, Flexible Information Infrastructure from IBM by IBM May 14, 2007 - (Free Research) Read this case study to learn how Verizon implemented the IBM online transaction data server to gain a flexible, resilient information infrastructure that scales to meet growing business requirements. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Achieve Both PCI Compliance and Web Security by Akamai Technologies July 29, 2010 - (Free Research) Watch this webcast to learn how to protect your organization from the surreptitious software and malware that allows criminals into the heart of the system enabling them to steal data. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Addressing the challenges of implementing a customer-centric strategy by Infor CRM December 05, 2008 - (Free Research) The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Malware Security Report: Protecting Your Business, Customers and Bottom Line by VeriSign Australia August 06, 2010 - (Free Research) This white paper will help you understand the threats from Malware and how it can impact your online business. You’ll learn about criminals’ motivations for distributing malware through the web and how they infect web servers to make distribution possible, as well as techniques administrators can use to detect them. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Customer Experience Maturity Monitor: The State of Customer Experience Capabilities and Competencies by SAS Institute Inc. August 24, 2009 - (Free Research) This white paper presents you with the information to understand the customer experience management philosophy, strategies and tactics across a broad base of companies. Read this paper to learn the advantages that accrue with superior customer experience capabilities. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Art of Social Sales by Oracle Corporation November 30, 2009 - (Free Research) Read this paper for a discussion from some of the top corporate leadership and thought leaders on how social selling, a.k.a. Sales 2.0, works in specific industries. Listen to what they have to say about how high tech, non-profits, retail, sports, and telcos do it. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Customer Communication Management by Pitney Bowes Business Insight July 06, 2010 - (Free Research) CCM helps businesses transform routine business documents into communications that truly enhance the customer experience. CCM is an integrated end-to-end solution that enables companies to create, manage and deliver effective multichannel communications all while reducing the cost of communicating with and providing superior service to customers. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

Five Strategic Considerations for Leveraging E-Mail as part of a Cross-Channel Relationship Marketing Strategy by ClickSquared June 28, 2010 - (Free Research) This white paper will discuss how marketers and brand managers should think about e-mail’s role in cross-channel relationship marketing campaigns and offer specific recommendations for enhancing customer engagement, achieving a positive brand experience, and driving incremental revenue. Read this paper to learn so much more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Top Online Banking Threats to Financial Service Providers in 2010 by SafeNet, Inc. July 08, 2010 - (Free Research) Security breaches can have a far-reaching impact to not only a company’s finances, but to their reputation as well. This paper will provide insight into the top five threats to the online banking in the financial services industry and recommend solutions for a defense that not only provides a secure transaction environment. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Enhancing Constituent Perceptions with CRM for Public Sector: Advancing Beyond Efficiency and Service Improvements by SAP America, Inc. September 02, 2010 - (Free Research) By using a CRM strategy with software solutions, government agencies can achieve a host of benefits when it comes to streamlining business processes and analytical capabilities. Read on to learn how By enabling such CRM processes, governments can build communication campaigns that help shape the public’s perceptions and advance the value delivered. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Eclipse Aviation: Jet Maker Uses Enhanced SAP® Software Usability to Support Sales Team by SAP America, Inc. September 02, 2010 - (Free Research) After switching to SAP CRM, the sales team members now benefit from the integration of sales-related activities in both their Microsoft Outlook in-boxes and Web browsers. Continue reading to learn all of the benefits that not only the sales team experienced from switching to SAP® software but also how the marketing team has benefitted as well. (CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Delivering Superior Customer Value in Communications Firms: Enabling Optimal Offer Creation for Service Providers by SAP America, Inc. April 27, 2009 - (Free Research) For communications companies - whether focused on telecommunications services or media content - these are challenging times. Markets are saturated with new offerings, and margins continue to diminish. In response, communications service providers (CSPs) are concentrating on improving offers of voice, content, and data services. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Collaboration Advantage: Customer-Focused Partnerships In A Global Market by SAP America, Inc. June 02, 2009 - (Free Research) In order to better understand the opportunities, challenges, risks and rewards companies have seen from these types of agreements, the Economist Intelligence Unit conducted a survey in March 2008, sponsored by SAP, which asked 516 senior executives how their business relationships are evolving. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Next Frontier for Support Centers: Customer Experience Management by Citrix Online UK August 26, 2010 - (Free Research) This new smith+co white paper explores the importance of the customer experience and the role of technology in creating, nurturing and strengthening customer relationships with every single interaction. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Drive Sales, Marketing and Service Success with Microsoft Dynamics CRM Online by Microsoft August 23, 2010 - (Free Research) Attend this webcast to see the product in action (including integration to Microsoft Business Productivity Online Services), to understand the competitive advantages Microsoft Dynamics CRM Online has over other solutions in the market, and to hear examples of successful customers managing their customer relationships in the cloud. (VIDEO) VIEW ABSTRACT | GO TO

IT Connects Customers to Brands by Cisco Systems, Inc. August 16, 2010 - (Free Research) Paul Gillin, author of three social media marketing books, reveals how CIOs are becoming the designated guardians of intellectual property. As the use of social media tools grows, Gillen recommends how a CIO can stay in front of the widespread access and create enhanced customer experiences. (VIDEO) GO TO

CRM and Social Networking: Engaging the Social Customer by Microsoft June 09, 2009 - (Free Research) As social networking sites explode in popularity, the hype and interest continue to build. But sorting the fact from the hype can be a challenge. This paper discusses tangible ways that organizations can extract measurable business value from social networking by leveraging it in conjunction with Customer Relationship Management (CRM) solutions. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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