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Customer Satisfaction
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Effective Strategies for Capturing the Voice of the Customer

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	Seven Ways ITIL Can Help You in an Economic Downturn sponsored by BMC Software, Inc WHITE PAPER - IT Infrastructure Library® (ITIL®) best practices promote a well-functioning, collaborative IT environment that can enable the business and your IT organization to cope with the effects of economic stress. ITIL can help you to deliver higher-performing technology services that help your business to be both more competitive today and... Posted: June 15, 2009 \| Published: June 15, 2009 Topics: Business IT Alignment \| Customer Satisfaction \| Downtime \| IT Best Practices \| IT Governance \| IT Infrastructure \| IT Service Management \| ITIL \| Knowledge Management \| Operational Metrics (Systems)

	How Do You Evaluate Which On-Demand CRM Solution is Right for You? sponsored by Oracle Corporation WHITE PAPER - The three main drivers of SaaS adoption-low initial cost of ownership, speed of deployment, and low internal IT resource profile-make SaaS solutions attractive at any time, but even more so in times of a challenging market, provided there is a bona fide business need and the initiative can be expected to create additional revenue or save money. Posted: June 10, 2009 \| Published: January 8, 2009 Topics: CRM \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Economic Environment

	Connect and Empower Mobile Salespeople sponsored by Oracle Corporation WHITE PAPER - Read this free white paper to see how mobile CRM will give your sales team a winning record on the road. Posted: June 10, 2009 \| Published: June 10, 2009 Topics: Customer Satisfaction \| Customer Service Best Practices \| Mobile CRM \| Mobile Device Management \| Mobile Workers \| Sales \| Sales Force Automation \| Smart Phones

	Creating Enduring Customer Relationships sponsored by Oracle Corporation WHITE PAPER - Read this white paper to learn how investing in a new loyalty solution or improving your existing one will enable you to truly differentiate your business around the customer experience and drive lasting relationships. Posted: June 10, 2009 \| Published: June 10, 2009 Topics: Business Environment \| CRM \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Oracle (Product) \| Sales

	The Top 3 Reasons CRM Initiatives (Still) Fail - And How To Avoid Them sponsored by Pivotal CRM, a CDC Software solution WHITE PAPER - This white paper looks at the top three reasons that CRM initiatives fail to achieve their goals and provides clear, practical recommendations for ensuring that your CRM initiative avoids these pitfalls and delivers desired returns. Posted: June 10, 2009 \| Published: June 9, 2009 Topics: Business Process Management \| Change Management \| CRM \| CRM Best Practices \| CRM Software \| Customer Retention \| Customer Satisfaction \| Economic Environment \| Productivity \| ROI

	Reducing Costs with Efficient Operations: A Fast Track to More Working Capital sponsored by SAP America Inc WHITE PAPER - Untamed costs can deplete the precious working capital that's critical to your ongoing operations and new expansions. By instituting efficient automated processes throughout your organization, you can reduce waste, unnecessary overtime, and a host of other cost factors. Posted: June 7, 2009 \| Published: July 1, 2007 Topics: Business Management \| Business Process Automation \| Business Process Management \| Customer Satisfaction \| ERP \| Productivity \| SAP (Product) \| Small Businesses

	Protecting and Nurturing Your Brand: Maintain and Grow Brand Value in a Time of Crisis sponsored by SAP America Inc WHITE PAPER - There are many elements that impact a company's brand. Concentrating on a select few lets you control financial investment while maximizing the returned benefit. This SAP Executive Insight focuses on efforts that target a key set of brand-related opportunities and describes how companies can strengthen brand value even in a recession. Posted: June 5, 2009 \| Published: June 5, 2009 Topics: Branding \| Business Process Management \| CRM \| Customer Loyalty \| Customer Satisfaction \| Economic Environment \| Knowledge Management \| Regulatory Compliance \| Risk Management \| SAP (Product)

	Get Closer To Your Best Customers: A Shift In Customer Strategies In A Time Of Crisis sponsored by SAP America Inc WHITE PAPER - The extraordinary circumstances of the current economic crisis have changed the operating rules for companies of every size, in every industry. Companies now face a unique opportunity to reexamine traditional business practices and make much-needed changes - changes that will help them survive the downturn and flourish with the inevitable up... Posted: June 4, 2009 \| Published: June 2, 2009 Topics: Business Performance Management \| Business Process Reengineering \| CRM \| CRM Analytics Software \| CRM Best Practices \| CRM Software \| Customer Data Integration \| Customer Satisfaction \| Customer Service Best Practices \| Pricing \| Product Management \| Productivity

	Let Customer Feedback Do the Driving sponsored by SPSS Inc. Worldwide Headquarters WHITE PAPER - As the second installment in The Customer Innovation Series, this paper describes why and how Enterprise Feedback Management (EFM) is a critical component in solving the problem of enhancing customer-driven innovation. Posted: May 7, 2009 \| Published: May 31, 2007 Topics: CRM \| CRM Analytics \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Profiles \| Customer Satisfaction \| Customer Service

	Turning Customer Interactions into Money: Using Predictive Analytics to Achieve Stellar ROI sponsored by SPSS Inc. Worldwide Headquarters WHITE PAPER - This whitepaper makes the case for using predictive analytics as a catalyst for a company's growth. It includes best practices from several global companies including: Cablecom, Royal & Sun Alliance, and T. Rowe Price. Ultimately, it is about maximizing the level of understanding that can be achieved with customer data. Posted: May 7, 2009 \| Published: December 31, 2008 Topics: CRM \| CRM Analytics \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Profiles \| Customer Satisfaction \| ROI

	The Customer-Driven Innovation Series: The Predictive Enterprise sponsored by SPSS Inc. Worldwide Headquarters WHITE PAPER - Customer data mining and predictive analytics helps achieve customer innovation, strengthen brand and lift sales. Gain further customer insight with four attributes of a predictive enterprise so you can start putting customer innovation to work. Posted: May 5, 2009 \| Published: December 1, 2007 Topics: CRM \| Customer Data Management \| Customer Interaction Services \| Customer Satisfaction \| Marketing \| Predictive Performance Management \| Real-time Analytics \| ROI \| Sales \| User Experience

	Value-driven product management: Six keys to product success sponsored by IBM WHITE PAPER - This paper explains how assessment, alignment, achievability, accessibility, agility and accountability, the six key concepts of value-driven product management, can be applied to create a repeatable process for developing successful products. Posted: March 19, 2009 \| Published: January 1, 2009 Topics: Business IT Alignment \| Customer Satisfaction \| Enterprise Resource Management \| Enterprise Systems \| Product Life Cycles \| Product Management \| Revenue Projections

	How to Ensure That Your Employees Will Want to Use CRM sponsored by Pivotal CRM, a CDC Software solution WHITE PAPER - This paper outlines the technology building blocks that enable you to create an information-rich environment that empowers your workforce to perform at its peak. Learn how to use data to its fullest--without having to become IT experts. Posted: February 20, 2009 \| Published: February 20, 2009 Topics: Business Integration \| Collaboration \| Cost Benefit Analysis \| CRM \| Customer Satisfaction \| Information Management \| Knowledge Management \| Real-time Analytics \| Sales \| User Experience \| Vendor Selection \| Workforce Management Software \| Workforce Planning

	Operational Excellence: Enabling Sustained Growth Spotlight on the Americas sponsored by SAP America Inc WHITE PAPER - Operational excellence means consistently doing things well across the value chain as a way of gaining competitive advantage. In its broadest terms, it is a discipline that drives corporate strategy. Posted: January 26, 2009 \| Published: January 23, 2009 Topics: Business Intelligence \| Business Processes \| CRM \| Customer Satisfaction \| ERP \| Metrics

	It's All about the Salesperson: Taking Advantage of Web 2.0 sponsored by Oracle Corporation WHITE PAPER - This paper examines the challenges salespeople face, the growing Web 2.0 trend in the enterprise, and the drivers for a new breed of social applications that complement traditional CRM systems to help sales users close more deals quickly. Posted: September 19, 2008 \| Published: September 19, 2008 Topics: Collaboration \| CRM Best Practices \| Customer Satisfaction \| Enterprise \| Mobile CRM \| Mobile Workers \| Productivity \| Sales Channels \| Sales Force Automation \| Sales Information Systems \| Sales Representatives \| Social Networking

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