White Papers by Topic: Crm

Resources available: 9

Contact Center Technologies

Implementing the right customer contact center tools can boost customer satisfaction and drive down costs. This guide highlights the technologies that are transforming the interaction agents are having with customers.

Are You Prepared for a Software Audit?

Just the word "audit" is enough to make anyone shiver, and when it comes to a software audit, the reaction is no different. A software publisher can exercise its rights to conduct a software audit to check that a customer is using its products

How Foglight Makes User Experience Management a Reality

These interviews with three Foglight customers underscore User Experience Management's (UEM) diverse appeal, its essential values to IT, and Foglight proven versatility in supporting the many facets of UEM.

drugstore.com Customer Experience Case Study

drugstore.com is on a mission to reduce their service overhead while building a brand known for uncommonly superior customer experiences. Download this case study to learn how they do it.

Overstock.com Customer Experience Case Study

Overstock.com is slashing service overhead while drastically improving the quality of their service. Download this case study to learn how they do it.

Voice of Customer 2.0: Social, Agile and Integrated

Online communities, blogs and networking sites are transforming business just as the Internet did a decade ago. Download this paper and get a perspective on the growth of social interactions in business.

The Four Customer Experience Core Competencies

How customer-centric is your organization? Find out with the self-assessment tool included in this report. Then learn how to leverage the four customer experience competencies you'll need to build and sustain brand differentiation.

Improving Customer Retention and Satisfaction

This Ziff Davis white paper explores the relationship between customer retention and the quality of technical support and reveals 12 crucial remote-support tools that enable your team to boost customer satisfaction.

People + Processes + Technology: Creating a Winning Formula for Customer Support

This new SupportIndustry.com white paper explores the critical relationships between people, processes and technology and provides best practices for delivering superior service and support.

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