Customer Experience Management (CEM) Software, Hardware, Services and Research Papers

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Webinar: Transitioning to the Cloud - Implications for Reliability, Redundancy and Recoverability by RightScale

February 24, 2010 - (Free Research) Hear from leading experts in cloud computing to gain real-world insight into how their customers are using cloud computing and achieving new levels of backup, recovery and reliability. In this webinar, learn how you can migrate your apps and data to the cloud in a way that's affordable and reliable.

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Self-Service: Putting Customers First Makes You a Winner by Microsoft

April 01, 2009 - (Free Research) This paper examines the business and call center trends driving automation, and provides insight on finding the right balance between self-service and live agent support.

(WHITE PAPER)

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CRM Built for Marketing: The Executive Guide to Selecting CRM that Meets Marketing Needs by Pivotal CRM, a CDC Software solution

July 23, 2009 - (Free Research) How can a company ensure that their marketing department's needs are represented when choosing an enterprise-level CRM system? This white paper provides core principles companies can use to help them select a CRM system that each marketing team member feels was built just for them.

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JN Data Success Story by CA

March 05, 2010 - (Free Research) Using the CA Wily Application Performance Management (APM) solution consisting of CA Wily Introscope® and CA Wily Customer Experience Manager™, JN Data better manages Web applications through faster diagnosis of problem root causes in its customers’ heterogeneous environments. Watch this webcast to learn the details.

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JN Data Improves End-User Services through More Effective Web Application Management by CA

February 19, 2009 - (Free Research) Read this paper to learn how using the CA Wily Application Performance Management (APM) solution consisting of CA Wily Introscope® and CA Wily Customer Experience Manager™, JN Data better manages Web applications through faster diagnosis of problem root causes in its customers’ heterogeneous environments.

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Application Performance Management: Optimizing the Economics of Web Transactions by CA

March 04, 2010 - (Free Research) View this exclusive webcast with key experts from Gartner and CA to learn how to achieve true performance and availability management for your mission critical, revenue-generating applications.

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Unified Information Access: Agile Enterprises - Accelerating Information-Driven Business Processes by Attivio, Inc.

February 24, 2010 - (Free Research) This paper describes how unified information access bridges information silos by uniting content and data in one index, which enables more complete insight. This paper also details how Attivio helps companies cost-effectively provide comprehensive information availability and automated information-driven workflow to support business goals.

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Business Intelligence Trends: The Next Generation of Performance Management by Attivio, Inc.

February 24, 2010 - (Free Research) BI applications, business process improvements, and improving the use of information and analytics has become a big trend lately. In light of this, this paper focuses on why you need to look for solutions that unify access to all types of information in analytical applications such as BI and BPM.

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5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know by eGain Communications Corp.

February 17, 2010 - (Free Research) This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy.

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Achieving Service Excellence Across The Enterprise by Numara Software

February 01, 2009 - (Free Research) Common problems with interdepartmental handling of customer issues include a mismatch of priorities, no shared understanding of customer impact, and overall communication problems between teams. The solution is to create enterprise-wide workflow and visibility..

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The Total Economic Impact Of DMExpress by Syncsort

August 25, 2008 - (Free Research) The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of DMExpress on their organizations. Forrester’s aim is to clearly show all calculations and assumptions used in the analysis.

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Dataquest Insight: Oracle and SAP Approach the Small and Midsize Business Application Market via Different Product and Channel Approaches by Oracle Corporation

December 2008 - (Free Research) In this report, Gartner analyzes Oracle's and SAP's recent moves with respect to small and midsize business application products and channels and what they mean for company ecosystems.

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Oracle Business Brief: Keeping Hold of Your Customers, Especially in Tough Economic Conditions by Oracle Corporation

February 2010 - (Free Research) Oracle provides Customer Relationship Management and Enterprise Resource Planning applications, middleware and database software tailored to the customer retention needs of midsize organizations. This Oracle Business Brief explains how these solutions help you retain customers cost-effectively through optimized information and improved flexibility.

(ANALYST BRIEF)

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Top 10 Reasons Customers Choose SAP for Business Transformation by SAP America, Inc.

January 2006 - (Free Research) SAP is a customer’s company, whose organization is designed for, and encouraging of, innovation in all its aspects - from product development to product delivery to product implementation. Read this white paper to discover the top 10 reasons why customers choose SAP for their business transformation.

(WHITE PAPER)

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Success in the New Economic Reality: How the SAP® Portfolio Enables the Clear Enterprise by SAP America, Inc.

December 2009 - (Free Research) This paper discusses the idea that to survive in today’s business environment, companies must see, think, and act clearly. Only those with the visibility to act effectively and decisively emerge in a stronger competitive position. Read on to learn how the best-run businesses today need to focus on clarity and transparency.

(WHITE PAPER)

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Cashing in on Customer Intelligence in the Financial Services Industry by Infor CRM

October 2009 - (Free Research) In this 1to1 Executive Dialogue, Don Peppers and Steve Muran talk about the importance of customer retention, the need to integrate disparate sources of data, and the opportunity for financial institutions to rebuild customer trust as a means to competitive advantage.

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Infor CRM Epiphany for Insurance by Infor CRM

July 2009 - (Free Research) The market-leading Infor CRM Epiphany suite was designed with the needs of today's insurance companies in mind. It delivers what you need to execute a customer retention and growth strategy by delivering a single view of customer interactions across business.

(BROCHURE)

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Efficiency, Effectiveness and Customer Loyalty in the Insurance Contact Center by Infor CRM

July 2009 - (Free Research) Read this paper to learn how important an efficient and effective contact center is and how Infor CRM Epiphany Contact Center enables carriers to create a highly efficient, customer-centric, multichannel contact center, providing a better customer service experience and increasing customer loyalty.

(WHITE PAPER)

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Increasing Competitiveness and Reducing Costs in Today's Economy by Microsoft Corporation India Pvt Ltd

November 2009 - (Free Research) This paper outlines the Microsoft Business Productivity Online Suite, illustrates its relevance to small and midsized business customers, and provides the resources to help you evaluate how your business might benefit from the service.

(WHITE PAPER)

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CRM for the Professional on the Go by BlackBerry

December 2006 - (Free Research) Mobile CRM is something that needs to be considered now. As a business leader, you might have put it into your mental to do later box, but the reasons to make it a priority are compelling. Read this paper to discover why.

(WHITE PAPER)

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Learn to Improve SAP Order Management and Retain Customers in Today’s Tough Economy by Esker Inc.

July 2009 - (Free Research) This paper will present the challenges businesses face in implementing effective order management and will help in overcoming these challenges. You will learn the benefits of the Esker Platform over its competitors and be presented with a case study documenting companies that implemented the Esker platform to beat their order management problems.

(WHITE PAPER)

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Podcast: The End User Experience: Flexible Computing by Intel Technology Provider

November 2009 - (Free Research) This podcast explores the business benefits of upgrading to a flexible computing environment. Discover how you can help your customers transition to this environment by providing application virtualisation, profile virtualisation and centralised management tools.

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Podcast: The End User Experience: The Working End User by Intel Technology Provider

November 2009 - (Free Research) This podcast provides recommendations to help organizations better meet the diverse computing needs of their customers. Discover how to improve the end user experience with centralised virtual desktops and application virtualisation.

(PODCAST)

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The End User Experience: The Working End User by Intel Technology Provider

November 2009 - (Free Research) This webcast provides recommendations to help organizations better meet the diverse computing needs of their customers. Discover how to improve the end user experience with centralised virtual desktops and application virtualisation.

(WEBCAST)

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