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Best in Class Marketers Drive Enhanced Customer Loyalty As marketing and sales organizations endeavor to escape the constricted economy of..	How SIP Delivers Your Next-Generation Customer Service Platform featuring Keith Dawson from OVUM A traditional call center based on..	Maximize Profitability, Improve Performance, and Deliver Customer Value Your sales team must acquire and cultivate profitable customer..
Defining the 21st Century Salesperson This Forrester White Paper addresses the four different archetypes of salespeople of the 21st century:..	Bank Implements Chat Channel for Customer Service First Savings Bank Northwest discusses the process they went through in choosing an online..	Managing Customers as Investments Research Kit - Includes a Free $8.50 Book Summary Download this kit to learn everything you need to know..
Hitting Your Targets with Service Catalog Learn how to provide a better customer experience with a role-based self-service catalog...	Tested CRM Solutions to Increase Sales and Retain Valuable Customers CRM systems are increasingly being used by businesses to acquire,..	Enabling Technologies for Customer Engagement, Conversion, and Retention Examine the key technology components of a customer loyalty..
Contact Center Comparison Chart Discover the best contact center solution for your business!..	How To Achieve a Great and Profitable Customer Experience With companies shifting into the “experience” business, they need to..	Service Failure Are you endlessly trying to improve your organization's customer service efforts, but getting so-so results? There may be a..
Differentiate Through Quality Using Exceptional Issue Management Increase the quality of your goods and services, and watch customer..	What to Consider Before Purchasing a Contact Center Solution Discover the best tips and advice for Contact Center solutions!..	Hear Why CareFirst BCBS is Switching to a SIP-based Contact Center Should you switch-off your ACD?..
Improving Customer Support and Help Desk Efficiencies Read this white paper to understand the problem with relying solely on self-service..	BMC Software IT Systems Management Express: Meeting Challenges in the Midsize Enterprise Learn how to gain better control of IT to meet the..	Solving the Five Types of Online Customer Struggle with Bruce Temkin Learn how your organization can decrease abandonment rates, raise..
Designing the Great Web Self-Service Experience Customer Service Directors, find out how to design your site for usability, findability and..	Neocase's Customer Service Best Practices Keep customers happy with the right service and support including a single point of contact,..	Managing Business Risk in the Food & Beverage Industry Learn how larger processor and wholesaler businesses have taken on the role of..
Mobility for the Small Business Read this paper to discover how Aberdeen's research of over 300 SMB's worldwide sheds light on how mobility..	The Empowered Customer: Productivity Enhancements in a Digital Era Find out how you can enhance customer service productivity in your..	Sales and Marketing Outsourcing for Savings and Growth Learn how to identify ideal outsourceable operations, freeing your company's..
Four Steps to Developing a Service Management Strategy for Midsized Business Discusses the progression of businesses from small to midsize..	Quantifiable Advantages through Remote Systems Management Covers business advantages, including the ROI implications, of managed service..	Accelerating Business with Automation and Workflow Efficiencies How SunTrust Banks saved $2 million annually in operating costs, improved..
Customer Relationship Management: Secrets to CRM Success Learn how Microsoft Customer Relationship Management (CRM) can help you develop..	SaaS Help Desk Software: Your 6 Requirements Not all cloud based help desks are created equal. When considering web-based help desk..	Leading Gaming & Entertainment Company Increases Loyalty with Equifax Database Solutions Learn how this leading gaming and entertainment..
Improve Business Performance and Customer Loyalty in 5 Steps Learn how to adopt and rethink your key business metrics, focus on continual..	Pentair Improves Service Operations with a New On-Demand Solution Discover how using an on-demand solution for field service management..	CRM On-Site or On-Demand? Choose the right deployment option Learn how to determine if a hosted CRM system or an on-site CRM solution is..
Bringing Your Business Systems Up To Date This white paper explores how you can use Microsoft Dynamics™ AX to support rapid growth and..	Retail Online Integration Provides practical information and ideas retailers, catalogers, online marketers and brand merchants can use to do..	Tools and Technologies to Maximize Your Support Center's Potential Gain competitive advantage by deploying an integrated suite of customer..
Welding Different Companies into a Business Powerhouse Review the experiences of companies that grew through mergers and acquisitions and..	5 Key Factors Transforming the Mobility of Field Services Learn how “going mobile” increases field service efficiency, customer..	Understanding: E-Business Sales Funnel™ Theory With this ebook you will learn how to achieve your targets, become more innovative and most..
The Good, The Great And The Positives of Selecting The Right Telemarketing Company Widely used by businesses of all size, telemarketing..	Increase Your Returns Using Event-Based Marketing Learn how event-based marketing will help you grow customer relationships...	Enterprise Management Associates: Ensuring Business Services with Best Practice Solutions While BMC has always had its service desk..
Is Web Self-Service Right for Your Utility Company? Recognize the 6 tell-tale signs that your utility company and your customers are poised..	Building Customer Confidence through Positive Site Experience Customer experience is a critical component of Continental's corporate DNA...	Forrester Report: It's Time to Break Up with Your Custom-Coded Web Content Management (WCM) This report for Content and Collaboration..
Best Practices for Measuring Help Desk Performance Learn how to measure and master the performance of your help desk in this free white..	The Emergence of Proactive Communications in Customer Service Learn how proactive communication technologies, such as outbound Interactive..	Social Media Reality Check: Are Customer Service Execs Wasting Their Time and Money? New data on consumer behavior shatters the hype about..
Purchasing CRM for Contact Centers Is your contact center running as efficiently and productively as it could be? Are you seeing long calls..	How Mobile Printing Enhances Efficiency in Route Accounting & DSD Learn how your route delivery and sales staff can make more stops and..	Overcoming Your Company's Growing Pains Learn how to remove obstacles to company growth and drive business success with Microsoft..
Cross-Channel Loyalty Technology Read this analyst brief to learn more about the technology used to gain cross-channel loyalty...	Angry to Evangelist – Six Steps to Flip the Switch from Angry Customer to Loyal Fan As you read through these six steps, think about prior..	The Economic Necessity of Customer Service Learn the Five Recession-Busting Strategies To Cut Service Costs And Increase Sales...
Leveraging Mobile Engagement to Boost Sales, Service, and Customer Satisfaction This white paper focuses on the engagement aspect of your..	Customer Service Knowledge Management: Strategic & Implementation Tips Design agent workflows and customer experiences in minutes. Read this..	Maintaining Customer Relations and Why Is It Important? - Free 46 page eBook thinkaboutCRM.com has put together a helpful eBook to help..
Enhancing Retail Operations with Unified Communications Learn how Unified communications technologies coupled with the real-life customer..	Forrester Research Report: SugarCRM Finds The Sweet Spot In Customer Relationship Management Forrester outlines the success of SugarCRM's..	Unlock the Power of Your Field Service Teams with Mobility Learn Why Mobile Technology is a "Must Have" for Successful Field Service..
Sony's Premium Customer Support Learn how Sony delivers a premium product with a premium support experience...	Real-time Remote Workforce Enablement Learn how Cox used Virtuozzo to build a virtual server infrastructure to serve remote workers with a..	Staying One Step Ahead with Synthetic Performance Monitoring Learn why it's essential that businesses measure application response times..
Sales: Maximize Profitability, Improve Performance, and Deliver Customer Value The SAP Customer Relationship Management application equips..	Virtual Assistants & Self Service: Are Animated Digital Characters for Real? Examine some of the key initial considerations that should be..	Solving the 5 Biggest Challenges of Field Service Delivery Learn how on-demand technology will help you conquer the headaches of field..
Marketing to the Masses with SugarCRM Explore some of the key issues facing marketers, as well as the ways in which SugarCRM's automated..	Effective Convergence: Moving Your Business to Unified Communications Improve customer service and accelerate business results across..	Extraordinary Customer Service Is Your Customer a Satisfied Customer? Learn the Best Practices For Improving the Customer Experience...
Enterprise Management Associates: Ensuring Business Services with Best Practice Solutions BMC has always had service desk offerings and..	Moving Service Assurance to the Next Level Common Service Monitoring Engine is the heart of Next Generation Service Assurance - Comarch..	Self Service Drives Dollars for the Contact Center Learn about a cost-effective customer service solution for mid-market companies concerned..
Key to Preventing Unauthorized IT Change Enforce change policy by time window, source, or approved ticket...	Forrester Report - Trends 2007: Customer Relationship Management - Sponsored by Oncontact Software Improve customer experiences using..	Best Practices for Integrated Listening Provide feedback opportunities at all major customer touch points/transactions...
ITIL for the Midsized Business SMBs experience challenges inherently different than large enterprises. Core ITIL best practices can improve..	The State of Resilience & Optimization on IBM Power Systems (System i and System p) Read this review to learn the data protection, recovery..	Viewpoint - Focus on: CMDB A compilation of articles by industry experts published by BMC Software...
Customer Service Solution: Neocase Software Review Read what the experts think about the features of Neocase Software, including the robust..	The 9 Noble Truths of Customer Experience Discover how the ideas, practices and suggestions embodied in the Nine Noble Truths can provide..	Bank Cuts Loan Processing from Days to Hours with Document Management Solution Learn how Bank of Choice cut loan processing time, boosted..
How to Deal with Upset Customers in the Call Center Are you a Call Center Manager looking for ways to train your employees on how to deal..	Xerox Knowledge Management Xerox provides support for hundreds of products to its global customer base. Its reliance on a system of..	Delivering Customer Service via the Contact Center and the Web Learn the key to achieving best in class performance for a better, faster and..
Top 12 Things to Look for in a Great Mobile Chat Solution This white paper focuses on top 12 things to look for in a mobile chat solution...	7 Best Practices for Business Process Management in Customer Service Effective customer service is not just about service experiences but..	Get the Facts: Real-Time, On-Demand Information for Business Intelligence and Data Integration Learn how to simplify data integration..
Leveraging Proactive Communications in Financial Services Financial institutions are looking to technology to help their collections..	The iPad for Field Service? It's a Game Changer! This on-demand webinar explains how the iPad is changing the way business is done for field..	Video Webcasts: 10 Proven Success Strategies for your Business Learn to select webcasting solutions for presentations, training, or customer..
Geek Out 3: Geek out on the Cloud-Based Infrastructure of Google Apps Learn how Google's global, multi-tenant infrastructure meets the..	Business Practices for Building Material Suppliers to Meet Today's Top 3 Issues Build stronger relationships with your contractors through..	How Social Intelligence Increases Revenue for B2B Sales Teams Discover how social insights are quickly becoming a crucial asset to help reps..
How To Support Your Customers With Twitter 20% of Twitter users are seeking customer support! Learn how to quickly integrate Twitter into..	Four Steps to Developing a Service Management Strategy for Midsized Business Learn solutions for automated systems and for more efficient..	Streamlining the Insurance Contact Center Efficiency, Effectiveness and Customer Loyalty Discover how much your company has to gain by..
Click to Call - Giving Voice to Online Transactions See why Forrester Research identified click to call as one of the "Twelve Technologies..	Contact Center On Demand: Right Price – Right Results With contact centers under increasing pressure to make their resources more..	Resilience & Optimization on IBM Power Systems: Surveys of IBM i and AIX Users Read this review of the data protection and recovery..
Synthetic and Real Performance Monitoring: Measuring End-User Availability and Performance Synthetic and real response-time monitoring are..	Continuous Customer Dialogues: Strategies for growth and loyalty in multi-channel customer-oriented organizations Make every customer..	The Seven Keys to World Class Manufacturing Become as good as any competitor in the world, and just a little bit better, quicker, smarter,..
Implementing an Electronic Parts Catalog: Make Impact in the Aftermarket Learn how three companies increased customer satisfaction and..	Things to Consider When Choosing a Call Center Learn what to consider when choosing an outsourced call center and how its performance can..	Social Media Monitoring vs. Social Media Analytics Customer Service Directors, learn how social media analytics can make sense of online..
How to Build Customer Connections Increase customer loyalty by simplifying how people work together to deliver business value through your..	An Inside Look Into How Groupon Does Support Learn how Groupon has managed to keep its 25+ million customers happy through innovative and..	Is Web Self-Service Right for Your Financial Services Institution? Find out if your financial services organization is meeting your..
Improve Customer Conversion, Satisfaction and Retention With the Right CEM Solution For Your Business Quicken Loans relies on Tealeaf for..	Avid Technology Choosing Commercial Open Source for CRM Success Avid Technology standardizes its global salesforce on SugarCRM...	Solving the 5 Biggest Challenges of Field Service Delivery Learn how on-demand technology will help you conquer the headaches of field..
Guide to the Multi-Channel Customer Experience Learn how to close the gap between your company website and contact center...	Creating Great Customer Conversations This white paper gives you essential Gartner research, including Gartner's Magic Quadrant for..	Revenue in the Field: 5 Tips from the Best In this Aberdeen Group Analyst Report, learn how best-in-class organizations drive new revenue..
Looking Beyond Acquisition: Total Cost of Ownership and the Role of Enterprise-Class Devices Learn how rugged, enterprise-class mobility..	The 10 Worst Practices for Technical Support and How to Overcome Them Explore 10 of the "worst practices" that are common to customer..	How to Build Customer Connections Increase customer loyalty by simplifying how people work together to deliver business value through your..
Choosing a Contact Center for Your Business If you have employees who spend most of their time talking to customers, you have a contact..	Avid Technology Choosing Commercial Open Source for CRM Success - Case Study Avid Technology standardizes its global salesforce on SugarCRM...	Best Practices for Adding Self-Service Kiosks to your Store Learn how implementing self-service kiosks in your grocery store can reduce..
Virtual Assistant Technology and the Contact Center Discover how to maximize cost savings and increase agent performance by reducing cost..	Managing User Experience and the Organization This technology promises to help business and IT managers measure the relationship of..	Promising the Best of Both Worlds: The Impact and Future of Commercial Open Source Learn about the recent development of solutions based on..
Strategic Service Management: The Final Frontier Discover how a strategic service management solution can increase profitability, revenue,..	Close the Multi-Channel Customer Experience Gap This white paper will describe the business imperative for closing the multi-channel..	Grow Your Business with Improved Field Service Efficiency! Free guide includes ”Best-in-Class” performance comparison and 5..
10 Reasons to Consider a Cloud-Based Contact Center Solution Drive new sales. Improve customer service. Cut costs per call. These are just a..	Customer Service and Support - Customers Versus Companies High-Tech Service Providers: Companies and consumers differ dramatically in their..	Optimizing Business Productivity: Do More for Your Customers and Your Business As sales, marketing, and service teams increase their..
Is Web Self-Service Right for You? Recognize the 6 tell-tale signs that your organization and your customer are poised to benefit from next..	Why Interactive Support Is Essential For Travel eBusiness Learn how to use your online customers’ ages to guide your customer service..	Web Strategy 3.0: e-Business Leadership through Customer Centric Internet Platforms - Free 24 Page eBook Learn more about advanced and..
Use KANA SEM to Take the Pain Out of Assisted-Service There are the pain points of assisted-service. KANA Service Experience Management is..	Improved Customer Service: Thriving in a Down Economy Discover how the right technology can help your company throttle up customer loyalty..	Drive Site Redesign Success The Keys to Preventing Costly Site Failures and Achieving the ROI You Expect...
Looking Beyond Acquisition: Total Cost of Ownership and the Role of Enterprise-Class Devices Learn how rugged, enterprise-class mobility..	Path to Improved Customer Service: What is SIP and SOA and how can it make my life easier? Learn how this cutting edge technology can help..

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