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	Chapter 3: SaaS on the Rise, but Does It Deliver? sponsored by SearchCRM EBOOK - The emergence of Software as a Service-based applications has enabled organizations to get new applications up and running quickly and cheaply, saving resources for mission-critical tasks. Posted: October 7, 2009 \| Published: October 7, 2009 Topics: Cloud Computing \| CRM \| CRM Software \| Grid Computing \| SaaS ERP \| Software as a Service \| Utility Computing \| Utility Software

	Circumstances and Customers Have Changed: Has Your Loyalty Program Kept Pace? sponsored by Oracle Corporation WHITE PAPER - According to the 2009 COLLOQUY Loyalty Marketing Census, while the average household is enrolled in 14.1 loyalty programs, they're only active in 6.2 programs. In fact, poorly implemented loyalty strategies can actually diminish customer loyalty. So what do you do? Find out in this new complimentary white paper by Peppers & Rogers Group and Oracle. Posted: October 2, 2009 \| Published: October 2, 2009 Topics: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Profiles \| Customer Satisfaction \| Customer Service

	The Flawed Vision of Customer Data Integration – How to Get it Right the First Time sponsored by Siperian, Inc. WHITE PAPER - The initial goal of Customer Data Integration (CDI) was to create the most reliable customer data for the entire company. We now know that the golden opportunity for CDI lies within Master Data Management and the ability to uncover interactions and understand the relationships that companies have with their customers. Posted: September 16, 2009 \| Published: September 16, 2009 Topics: CRM \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Data Classification \| Data Management \| Data Mining \| Data Quality \| Master Data Management

	Midmark Aims for Excellence with Efficient Products and Support sponsored by LogMeIn, Inc. CASE STUDY - Find out how healthcare equipment and diagnostic product vendor, Midmark, uses LogMeIn Rescue to give helpdesk support to internal and external users, and customers worldwide on their PC's, Macs and smartphones. Posted: September 16, 2009 \| Published: September 16, 2009 Topics: Call Center Services \| Call Center Software \| CRM \| Customer Satisfaction \| Customer Service \| Customer Support Software \| Health Care Industry \| Help Desk Management \| Help Desk Software \| Mobile CRM \| Remote Control Software \| Smart Phones

	Giving Nurses More Time to Care sponsored by LogMeIn, Inc. CASE STUDY - The IT team at Palm Valley Health Care needed to provide technical support to their 200 field nurses and wide-spread administrative staff throughout South Texas. Find out why they chose LogMeIn Rescue to solve 9 out of 10 support issues remotely. Posted: September 16, 2009 \| Published: September 16, 2009 Topics: Call Center Software \| CRM \| Customer Satisfaction \| Mobile Device Management \| Mobile Workers \| Remote Control Software \| Remote Support Services \| Smart Phones \| Wireless Computing

	For Ceridian, it Pays to Provide High-Quality Support sponsored by LogMeIn, Inc. CASE STUDY - This case study describes how Ceridian used LogMeIn Rescue to streamline its 50-to 90 day implementation process and to increase troubleshooting capabilities for customer support analysts handling 2,500 calls per day. With Rescue in place, Ceridian has experienced an increase in their customer satisfaction rates, which have grown from 83% to 94%. Posted: September 16, 2009 \| Published: September 16, 2009 Topics: Configuration Management \| CRM \| Customer Satisfaction \| Customer Service \| Customer Support Software \| File Transfer Protocols \| Help Desk Management Services \| Help Desk Software \| Remote Control Software \| Remote Support Services

	Communications Skills for Remote Support sponsored by LogMeIn, Inc. WHITE PAPER - A new era of on-demand remote support has brought with it a unique challenge to the agents who practice it: a new level of transparency for their interpersonal skills. In this white paper, you'll learn from an experienced communications skills expert, 4 specific steps to help supercharge your customer relationships in an era of remote support. Posted: September 16, 2009 \| Published: September 16, 2009 Topics: Call Center Management \| Call Center Services \| CRM \| CRM Services \| Customer Interaction Services \| Customer Support Software \| Remote Access Software \| Remote Control Software

	Catalyst XPS - The Solution for Cross-Carrier Small Parcel Shipping From the SAP® Environment sponsored by CDC Global Services - Catalyst WHITE PAPER - This white paper will discuss Catalyst XPS, a tool that can integrate information from all the major small parcel carriers into one view, fully integrated with SAP. Catalyst XPS can save customers money and improve customer service, without creating an additional maintenance burden on their internal IT team. Posted: September 15, 2009 \| Published: September 15, 2009 Topics: CRM \| Customer Service \| ERP \| Manufacturing \| ROI \| SAP (Product) \| Supply Chain Management \| Transportation Management \| Warehouse Management Software

	CRM Strategy Guide: Leveraging your customers sponsored by Sun Microsystems, Inc. INFORMATION CENTER - Learn how innovative companies are turning CRM challenges into an opportunity for business advantage and cost reduction. Posted: September 15, 2009 \| Published: September 15, 2009 Topics: CIOs \| Cost Benefit Analysis \| CRM \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Retention \| ROI

	Customer Relationship Management: The Winning Strategy in a Challenging Economy sponsored by Microsoft WHITE PAPER - In a growth economy, businesses typically spend aggressively to stoke the growth engine. When money is tight, however, organizations seek more cost-effective ways to nurture their business expansion. This paper explains how organizations can save money over tough times and find themselves better positioned to take the lead when times improve. Posted: September 15, 2009 \| Published: April 8, 2009 Topics: CRM \| CRM Analytics \| CRM Services \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Economic Environment

	The Executive Guide to CRM Architecture: Why CRM Flexibility Will Impact Your Success sponsored by Microsoft WHITE PAPER - This white paper explains the importance of flexible software architecture, and how the right CRM solution can support and even advance an organization’s ability to evolve in lock-step with changes as they occur--enabling them to attain and maintain a competitive advantage. Posted: September 14, 2009 \| Published: September 14, 2009 Topics: CRM \| CRM Analytics \| CRM Best Practices \| CRM Services \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Support Software

	CRM and Social Networking: Engaging the Social Customer sponsored by Microsoft WHITE PAPER - As social networking sites explode in popularity, the hype and interest continue to build. But sorting the fact from the hype can be a challenge. This paper discusses tangible ways that organizations can extract measurable business value from social networking by leveraging it in conjunction with Customer Relationship Management (CRM) solutions. Posted: September 14, 2009 \| Published: June 9, 2009 Topics: Blogs \| CRM \| CRM Analytics \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Social Computing \| Social Networking \| Web 2.0

	The Leader in On-Demand Call Centers: Five9 Product Overview sponsored by Five9 PRODUCT OVERVIEW - Five9 is the leader in on-demand call center products. Watch this overview to learn about all the products Five9 has to offer to help improve your call center operations and learn just how easy it is to use the many products available from Five9. Posted: September 11, 2009 \| Published: September 10, 2009 Topics: Automatic Call Distribution Systems \| Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| CRM \| CRM Best Practices \| VoIP

	Award-Winning VoIP Provider Deploys Five9 in Profit Centers to Launch Marketing Campaigns sponsored by Five9 CASE STUDY - Read case study to learn how Vonage selected the Five9 Virtual Call Center Suite to launch an ambitious campaign to win back over 70,000 customers. Read on to learn how Five9 Virtual Call Center Suite offers superior-quality VoIP, predictive dialer, inbound call capabilities, comprehensive management and customer tracking tools, and more. Posted: September 10, 2009 \| Published: September 10, 2009 Topics: Automatic Call Distribution Systems \| Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| CRM \| CRM Best Practices \| CRM Services \| Customer Loyalty \| Customer Satisfaction

	VoIP and Lower TCO Will Drive Adoption of Hosted On-Demand Contact Centers sponsored by Five9 WHITE PAPER - Read this paper to learn how organizations that have selected a hosted contact center solution have minimized or even eliminated the cost of their IT or telecom support departments. Keep reading to learn what the benefits a hosted contact center solution can have for your company. Posted: September 10, 2009 \| Published: September 10, 2009 Topics: Call Center Management \| Call Center Services \| Call Center Software \| Contact Center Management \| Contact Center Services \| Contact Center Software \| CRM \| CRM Software \| TCO

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