As worsening economic conditions put pressure on customers’ budgets, better customer service can give your organisation the competitive edge. Learn how unified communications has the potential to offer a more agile customer response and help the entire organisation work more productively.

Learn how GoToAssist offered a solution that would really enhance the level of service Backup Technology could offer to their customers.

Ensuring a positive user experience and maximising the ability of customers to get their job done as efficiently as possible.

Learn how this company enhances customer service for a competitive edge.

Making your workforce mobile is about making them customer centric 24/7. This white paper defines a mobilisation strategy to improve response to business opportunities, recover from problems faster and address customer problems more quickly.

Learn how SOA and virtualization can complement each other, for more agility and cost savings than either alone.

In this report, we’ll cover how a wide range of Sage CRM SalesLogix customers define ROI and the return they are achieving with their Sage CRM SalesLogix implementations. These are their real-world experiences, told as much as possible in their own words.

Any serious discussion of the future of the retail banking industry eventually raises a basic question: will future customers still need retail banks? The answer, it turns out, depends on banks themselves.

Six Sigma provides an effective mechanism to focus on customer requirements. This paper describes the application of the Six Sigma methodology comprising the five phases – Define, Measure, Analyze, Improve and Control, by taking the example of a project, and demonstrates the benefits attained

Read this analyst report from market research firm ServiceXRG to learn: 1) How to achieve cost efficiencies through service automation 2) Why understanding customer intent is key to effective service resolution 3) The 6 key steps needed for automating the service experience.

Despite decades of investment, Global 2000 companies and customers are out of alignment in terms of what constitutes effective service. Adopting the principles of customer-centricity, presented in this paper, in your customer service and knowledge management practices will lead to an alignment of customers' expectations with corporate objectives.

Global 2000 companies implement InQuira’s automated self-service search and knowledge management applications on the web and in call centers to engage customers in dialogue, understand search intents, and deliver superior sales and service experiences that delight customers and lower sales and support costs.

Please join InQuira and Sun Microsystems to learn about Sun’s journey to revamp its customer service function to reduce costs, satisfy the self-service demands of its user community, and support the new open-source business model. Learn how to apply knowledge-centered support principles to ensure project success.

Join Ladd Bodem, Principal and Co-founder of market research firm ServiceXRG, and Jason Hekl, Sr. Director of Marketing at InQuira, as they introduce a new approach toward justifying the investment needed to deliver optimum business benefit from Knowledge Management and provide real-world examples from some of the world's leading brands.

Join Jodi McBride, Director of Knowledge and Training Services at Pitney Bowes, as she shares her story on how Pitney Bowes aligned people, processes and technologies to provide a consistent customer support experience across all interaction channels.

View this on-demand webinar to learn how to accelerate the time to resolve customer support issues, design a customer interaction experience around each customer's needs, empower call-centre agents to be more productive, deliver an online support experience that will set you apart from your competition, and streamline the performance of your call-centre.

Most executives claim that CRM is critical to their businesses, but in the same time admit they find it difficult to quantify its value. Read why, when combined with a real-time understanding of a customer's current problem, the contextual information that CRM systems collect can be essential in delivering the most effective service experience

Is your company ready to grow? Do you know why the next consumer will buy from your company, or buy from your competitor? Can you win more share in your market without knowing why you don’t win every consumer? Consumer decision process (CDP) modeling is a combination of traditional market research and unique quantitative modeling that takes the guesswork out of why consumers do or do
not buy. Learn how your company can benefit from CDP.

In order to drive sustainable, profitable organic growth and competitive differentiation organisations must better integrate and align the way they treat customers with their go-to-market strategy and branding at each touch point of the relationship. his White Paper explores how to effectively undertake a CRM strategy.

Putting customers at the heart of your business is vital for all companies regardless of size. But for many small and medium-sized enterprises (SMEs), effective use of IT brings the opportunity to punch above your weight and compete with larger organisations, as well as rival SMEs. In this Computing SME debate, our panel of experts will examine three key aspects of meeting customer demands with IT.