customer management

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Published By: Sage     Published Date: Nov 28, 2017
You already know that Salesforce is the world's leading customer relationship management solution. But did you also know that you can transform this already-powerful tool into a complete business management and accounting solution? Learn more about Sage Business Cloud Financials - the accounting solution built for business leaders who want to manage their entire business in the Salesforce cloud. Download the ebook today.
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Sage
Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn the performance “metrics that matter” for the contemporary contact center, as the definition of efficient customer service evolves.
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contact center, strategic planning, budgeting tools, customer experience, big data, budgeting tools, workforce management, data solution, planning solutions
    
Interactive Intelligence
Published By: Dassault Systèmes     Published Date: Aug 08, 2017
Industrial Equipment Manufacturers have to connect closely with customers and introduce new products quickly and efficiently to meet their needs. While smaller Industrial Equipment Manufacturers may be able to control, access, and share product data with relatively simple Product Data Management (PDM) tools, larger Industrial Equipment Manufacturers rely on full-featured PLM systems that help automate processes and share data across global supply chains. Industrial Equipment Manufacturer companies may find themselves in-between because: • Product and organizational complexity drive them beyond basic PDM capabilities • A full-featured PLM implementation may feel out of reach They need to choose a system that quickly delivers the core capabilities they need to streamline product development but also gives them room to grow value over time. What’s the right size PLM to fit an Industrial Equipment Manufacturer? Let’s take a look.
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pdm, product data management, industrial, equipment manufacturers, plm, dassault
    
Dassault Systèmes
Published By: SAS     Published Date: Feb 29, 2012
In a webcast co-hosted by the AMA and SAS, presenters described three areas of focus for using social media, and the five best practices for being effective in social media. This paper provides a summary of that webcast.
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sas, analytics, business analytics, business intelligence, customer intelligence, data management, fraud & financial crimes, high-performance analytics, it management, ondemand solutions, performance management, risk management, sas® 9.3, supply chain intelligence, sustainability management
    
SAS
Published By: IBM APAC     Published Date: Jun 07, 2017
Read this white paper to discover the 5 best practices for understanding customer journeys.
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customer experience, customer journey, satisfaction, customer experience management
    
IBM APAC
Published By: IBM     Published Date: Aug 01, 2012
Most CRM systems rely on historical analytics that provide a "rear-view mirror" of your customer relationships, offering little support for the decisions that shape the future. With predictive analytics, you can meet your customers' evolving needs with forward-looking insights that anticipate changes in customer attitudes, preferences, and actions. This white paper from IBM describes how a set of five predictive imperatives can help ensure that your company maximizes the value of its customer relationships and sustains higher levels of revenues and profits.
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ibm, technology, marketing, predictive analytics, predictive imperatives, customer value, customer relationship management, analytics, crm, revenue, profits
    
IBM
Published By: IBM     Published Date: Feb 10, 2014
Customer Intimacy has become an essential driver for company success.In this white paper, you’ll learn how customer intimacy can be implemented at your organization in five practical steps.
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ibm, business analytics, customer analytics, crm, customer service, customer intimacy, cem, enterprise feedback management, data warehousing, insights, predictive analytics, performance management
    
IBM
Published By: LogMeIn     Published Date: Sep 04, 2013
This paper conveys how the pressure to increase customer satisfaction metrics with less funding will increase as companies look for new ways to differentiate their services and reduce customer churn.
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5 tips for customer service, customer experience, improving customer experience, logmein, rescue, support desk, technical support, customer experience management
    
LogMeIn
Published By: Mitel     Published Date: Jun 29, 2016
Picture a contact centre. Did your brain conjure an image of a sea of low-walled cubicles with agents speaking into headsets? Until recently, that’s what most contact centres were—a single site where agents commute to the office and complete their work at a fixed location. Today, contact centre agents are not bound to the office; they can work just about anywhere: at home, in hired office space or even on the move from a mobile device. But that’s not the only benefit that mobility has on customer service. Here are five ways you can boost customer service levels using mobility.
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best practices, business optimization, business management, customer service, productivity, contact management
    
Mitel
Published By: Genesys     Published Date: Apr 25, 2013
Adopting a proactive approach to customer service has the potential to attract customers rather than losing them, to drive growth and innovation instead of hindering both.
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customer service, cast study, change mangement, service, oriented, relationship management, customer interaction
    
Genesys
Published By: McAfee     Published Date: Feb 06, 2013
Read about the top five issues McAfee customers face with security information and event management (SIEM) and see corresponding use cases and customer case studies.
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big security data, siem, mcafee global threat intelligence, mcafee gti, mcafee risk advisor, security connected
    
McAfee
Published By: Cisco     Published Date: Aug 27, 2015
Read this whitepaper to learn how top 8 ways video conferences are helping companies improve their business advantage.
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video conferencing, business intelligence, collaboration management, forbes insights, online conferencing methods, customer service, problem solving, business process management, video interaction, video collaboration
    
Cisco
Published By: Adobe     Published Date: Feb 20, 2014
Adobe collaborated with Forbes Insights on this study in order to shed light on new mobile engagement opportunities: How are companies using apps, whether they are aimed at customers, employees or partners? What are the lessons learned so far? And what are best practices for using mobile and tablet apps?
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forbes, adobe, mobile marketing, mobile applications, apps. mobile apps, digital marketing, customer engagement, marketing strategy, content management
    
Adobe
Published By: ForgeRock     Published Date: May 05, 2015
The goal of ESG Lab reports is to educate IT professionals about data center technology products for companies of all types and sizes. ESG Lab reports are not meant to replace the evaluation process that should be conducted before making purchasing decisions, but rather to provide insight into these emerging technologies. Our objective is to go over some of the more valuable feature/functions of products, show how they can be used to solve real customer problems and identify any areas needing improvement. ESG Lab's expert third-party perspective is based on our own hands-on testing as well as on interviews with customers who use these products in production environments. This ESG Lab report was sponsored by ForgeRock.
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esg, forgerock, identity platform, self-service, third-party authentication
    
ForgeRock
Published By: ForgeRock     Published Date: Oct 08, 2014
Identity and Access Management (IAM) services were traditionally built for a company’s internal use, to assist with manual on and off boarding, and establishing access privileges to company data and systems behind the firewall. Today though, a company must implement a dynamic IAM solution that serves employees as well as customers, partners, and devices, regardless of location. ForgeRock embraces this shift from internal, on-premises IAM to Identity Relationship Management (IRM): public-facing, secure, and accessible identity as business enabler. ForgeRock’s next-generation IRM platform is designed to empower CEOs and enterprises to engage with consumers via new revenue-generating services, while continuing to maintain our proven traditional IAM capabilities.
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identity access management, dynamic iam solution, public-facing, secure, business enabler, revenue-generating services
    
ForgeRock
Published By: Dell     Published Date: Nov 12, 2018
In December 2017, Dell commissioned Forrester Consulting to conduct a study refresh to determine how enterprise organizations are structured from an IT departmental perspective. The study explored two types of IT: digital controllers and digital transformers; and the trends and challenges seen in PC provisioning. Digital controllers are often associated with top-down approach, linear structure, and emphasize security and accuracy. In contrast, digital transformers focus on innovation, employee-and customer-centricity, and prioritize speed and flexibility. By understanding the two groups, enterprises can overcome challenges that arise from PC life-cycle management. By investing in existing PC management tools and partnering with a company that specializes in PC deployment and management, firms can empower employees to better serve customers. Download this Forrester report to learn more about the approach and strategy differences in how these two groups address the dynamic digital demand
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Dell
Published By: Akamai Technologies     Published Date: Jul 02, 2019
Customer identity and access management (CIAM) is increasingly important for brands to deliver the seamless, secure digital experiences demanded by empowered consumers. As part of its Identity and Access Management Playbook, Forrester Research provides guidance to build a customer-obsessed IAM team that has the technical skills, business influence, and interpersonal attributes to architect a CIAM strategy and roll it out across functional groups. Read the full report to learn critical considerations to make your CIAM team effective. Report highlights: ? Four essential roles for your CIAM team ? Why sharing and integrating customer data across organization barriers is critical for success ? The most important technical, business, and interpersonal skills to look for in CIAM candidates
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Akamai Technologies
Published By: Bridgeline Digital     Published Date: May 17, 2013
Digital touchpoints support an increasingly large percentage of the overall customer experience. 2012 saw the emergence of several important digital customer experience trends that will gain momentum as firms look to unify the cross-touchpoint experiences they deliver in 2013. This report outlines key trends that will make up the landscape that customer experience professionals will be working in as they take strides to improve their digital customer experiences in 2013.
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forrester, digital customer experience, customer experience management, customer experience trends, digital experiences
    
Bridgeline Digital
Published By: Crownpeak     Published Date: Jun 30, 2016
This Forrester report outlines the steps customer experience (CX) professionals must take to optimize and continuously improve their digital customer experiences.
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customer experience, digital customer experience governance, digital customer experience, digital quality management, digital governance, best practices, forrester research, dqm, digital experience, digital touchpoints, digital marketing, online marketing
    
Crownpeak
Published By: Crownpeak     Published Date: Sep 21, 2016
In this Forrester Research report, you'll learn: - How regulated industries can personalize web experiences without risk - Which CMS providers are equipped to help archive personalized experiences while maintaining industry compliance - How to assess whether a CMS vendor can meet your complex r
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crownpeak, forrester, forrester research, web experience, contextual, online customer experience, personalization, web content management, digital experience management, compliance
    
Crownpeak
Published By: ServiceNow     Published Date: Oct 11, 2017
ServiceNow commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying ServiceNow Customer Service Management throughout their customer support organization. This study provides a framework for evaluating the potential financial impact of investing in ServiceNow.
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ServiceNow
Published By: Zendesk     Published Date: Aug 31, 2017
In this study, Forrester lays out the benefits and costs of Zendesk’s family of customer service products, with the analysis pointing to benefits of more than $3.8 million.
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customer support software, customer service tool, customer relationship, multichannel support tool, customer support vendor evaluation, knowledge base management, help desk software, help desk portal, help center, ticketing system, support ticketing, customer support agent
    
Zendesk
Published By: Adobe     Published Date: Nov 09, 2017
Robust Data Management Platforms drive intimate customer experiences. You know the importance of identifying your best customer segments and treating them right. You also know that takes a ton of work. But it’s work that we can help you accomplish with our integrated and secure Data Management Platform (DMP). By using Adobe Audience Manager, our DMP offering, you'll aggregate data from all your sources to better understand your current customer segments, while we also help you identify new audiences to target. The new Forrester Wave™: Data Management Platforms, Q2 2017 says “Adobe was a DMP Forrester Wave leader in 2013 and 2015, and continues to set the pace in this Forrester Wave.” See where we receive the highest scores and why we are named a Leader in this report.
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Adobe
Published By: ForgeRock     Published Date: Oct 08, 2014
Customer-focused companies strive to make their content available to an ever-growing number of connected users and devices on a much larger scale than ever before. Forrester finds that to achieve this securely, companies need identity and access management (IAM) platforms that are adaptable, scalable, responsive, and high velocity. Fortunately, a new consumer-facing solution is gaining currency and has earned a name unto itself: Identity Relationship Management.
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customer focused, content, access management, consumer-facing solution, iam platform
    
ForgeRock
Published By: Cisco     Published Date: Sep 15, 2015
To better understand the benefits, costs, and risks associated with a Cisco UCS implementation, Forrester interviewed several customers with multiple years of experience using Cisco UCS. Cisco Unified Computing System and servers unify computing, networking, management, virtualization, and storage access into a single integrated architecture.
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unified computing system, virtualization, networking, storage
    
Cisco
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