ANALYST REPORT - The ability to measure, monitor, assess, and track KPIs is critical to any organization's ability to manage its service operations. This report reveals how “Best-in-Class” contact and call center firms, distinguish themselves from the others.
Posted: March 9, 2010 | Published: June 1, 2009


Topics:  Benchmark Testing | Best Practices | Call Center Management | Call Centers | CRM | CRM Software | Customer Satisfaction | Customer Service | Customer Service Best Practices | ERP | Metrics | Performance Testing | Productivity

WHITE PAPER - In this white paper, Frost & Sullivan, a global consulting and research firm, shares real-world insights from its latest comprehensive study of the value of CEM, including operator strategies driving adoption, best practices and KPIs, and a glimpse into the future of CEM.
Posted: February 22, 2010 | Published: February 22, 2010


Topics:  CRM | CRM Best Practices | CRM Software | Customer Data Integration | Customer Data Management | Customer Satisfaction

WHITE PAPER - This white paper discusses how organizations can upgrade their Siebel CRM solutions with zero downtime using a log-based, real-time change data capture (CDC) and replication solution, along with implementation best practices to overcome common upgrade challenges.
Posted: February 1, 2010 | Published: November 2, 2009


Topics:  Applications Management | Business Continuity Planning | Change Management | CRM | CRM Software | Oracle (Product) | Software Implementation | Software Upgrades

CASE STUDY - Carnation auto needed to establish a centralized IT system that would consolidate information across the entire Indian automobile industry landscape to provide their customers with a wide array of services. Read this case study to see how they used applications in the SAP Business Suite on Enterprise Linux to help them.
Posted: January 19, 2010 | Published: January 19, 2010


Topics:  Business IT Alignment | Business Process Automation | Business Process Automation Software | CRM Software | Linux | Open Source Software | Operating Systems | SAP (Product) | Server Virtualization

WHITE PAPER - Today, firms in the communications industry must relook at how they deliver customer service in order to streamline operations, retain customers and drive business revenue. Read this paper to learn about five, practical, cost-effective opportunities that allow firms to meet market demand and achieve an impressive Return on Investment.
Posted: January 15, 2010 | Published: January 15, 2010


Topics:  Communications Networks | CRM | CRM Best Practices | CRM Software | Middleware | ROI | Self-Service Applications Software | SMS | Telecommunications Industry | Telecommunications Networks

PODCAST - Can't decide whether to build or buy a CRM system? This podcast presents a third solution that is an application development platform that provides the building blocks for faster, cost-effective application development that achieves a better fit for your business’ processes.
Posted: November 18, 2009 | Premiered: November 18, 2009


Topics:  .NET | Application Development | Application Development and Integration Services | Application Infrastructure | Application Infrastructure Providers | Business Process Management | CRM Software | Open Source | Open Source Software

WHITE PAPER - This white paper provides everything the CIO and IT team must know to evaluate a CRM system based on the critical business and technical issues that matter to IT directors and chief information and technology officers.
Posted: November 11, 2009 | Published: November 11, 2009


Topics:  CIOs | CRM | CRM Best Practices | CRM Services | CRM Software | CTOs | IT Departments | IT Management | IT Service Management | IT Utility Services | TCO

WHITE PAPER - This white paper compares and contrasts the two primary alternatives to thin clients and examines the differentiating characteristics that could impact your CRM implementation. Read on to learn why a smart client CRM solution may be a smarter choice.
Posted: November 11, 2009 | Published: November 11, 2009


Topics:  .NET | ActiveX | AJAX | Application Performance Management | Application Performance Management Software | ASP.NET | ASP.NET AJAX | CIOs | CRM | CRM Best Practices | CRM Services | CRM Software | Thin Client Software

BROCHURE - 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.
Posted: July 28, 2009 | Published: July 1, 2009


Topics:  CRM | CRM Best Practices | CRM Services | CRM Software | Customer Data Integration | Customer Data Management | Customer Satisfaction | Insurance Applications Software | Insurance Industry

BROCHURE - Enterprising companies in travel and leisure are using Infor CRM for Travel and Leisure to create a continuous customer dialogue and deliver the highest impact offers at the moment of interaction across business units and channels.
Posted: July 28, 2009 | Published: July 1, 2009


Topics:  CRM | CRM Best Practices | CRM Services | CRM Software | Customer Data Management | Customer Service | Travel Industry

BROCHURE - Infor CRM Epiphany helps you make the most of customer interactions and improve your sales, marketing, and service operations in order to increase loyalty, enhance brand preference, and boost profitability.
Posted: July 28, 2009 | Published: July 1, 2009


Topics:  Brand Loyalty | CRM | CRM Best Practices | CRM Software | Customer Data Management | Customer Loyalty | Customer Service | ROI

BROCHURE - Infor CRM Epiphany for Hospitality provides the integrated marketing, customer service, and analytics capabilities hotels, casinos, and other hospitality companies need to deliver exceptional service at every touch point.
Posted: July 28, 2009 | Published: July 1, 2009


Topics:  CRM | CRM Best Practices | CRM Services | CRM Software | Customer Data Management | Customer Interaction Services | Customer Satisfaction | Gambling Industry

WHITE PAPER - 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.
Posted: July 23, 2009 | Published: July 23, 2009


Topics:  CRM | CRM Best Practices | CRM Services | CRM Software | Marketing | Sales | Sales and Marketing Software

PRODUCT DEMO - Watch this product demo to see how easy to use Infor CRM Epiphany is and how you can use it to gain customer insight and deliver messages that appeal to the specific needs of that customer. You will also learn all the benefits Infor CRM Epiphany has to offer.
Posted: July 22, 2009 | Published: July 22, 2009


Topics:  CRM | CRM Best Practices | CRM Software | Customer Interaction Services | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Service | Customer Service Best Practices | Marketing

PRODUCT DEMO - Watch this product demo to learn how Infor CRM Interaction Advisor will fuel organic growth by driving lifetime customer loyalty and increase value at every customer touch point without replacing any existing systems.
Posted: July 22, 2009 | Published: July 22, 2009


Topics:  CRM | CRM Services | CRM Software | Customer Interaction Services | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Service | Customer Service Best Practices | Marketing