WHITE PAPER - This white paper focuses on the unique characteristics of the SaaS business model, the convergence of enterprise business process and on-demand environments, and the resulting requirements IT teams must internalize.
Posted: March 19, 2010 | Published: March 19, 2010


Topics:  Access Control | Business Process Management | Business Processes | Cloud Computing | CRM | CRM Hosting | ERP | Grid Computing | Identity Management | ISVs | Software as a Service | Utility Computing

ANALYST REPORT - Read this report to learn the findings of an Aberdeen Group study examining how organizations are using data to impact marketing performance and marketing effectiveness. This study offers best practices from hundreds of organizations that identify how to use data to achieve superior performance.
Posted: March 19, 2010 | Published: October 5, 2009


Topics:  CRM | CRM Analytics | CRM Best Practices | Data Management | Data Management Software | Market Research | Market Trends | Marketing

WHITE PAPER - Read this paper to learn about sales intelligence-- the external sources of information that a company uses to enhance sales force effectiveness. This Aberdeen Group report offers tips from best-in-class companies, including best practices related to data quality, sales force automation, and CRM solutions.
Posted: March 16, 2010 | Published: January 9, 2009


Topics:  CRM | CRM Best Practices | Data Quality | Lead Generation | Lead Management | Sales | Sales Force Automation | Sales Information Systems

WHITE PAPER - At a time when customers are conscious of new expenditures, organizations are looking to deploy solutions that provide substantive and fast ROI. Read this white paper to learn how Google search solutions provide organizations with a simple way to increase revenues.
Posted: March 16, 2010 | Published: March 16, 2010


Topics:  Content Management | Cost Benefit Analysis | CRM | Data Security | Google App Engine | Market Research | Marketing | ROI | Site Search Software | Systems Integration | Web Content Management | Web Development | Web Site Administration

PODCAST - Today, most marketing offers are easily lost in the large volume of emails we all receive.  The big question is: How can you make your emails stand out from the rest? In this podcast, learn steps to developing and implementing a successful email communications strategy that resonates well with your audience.
Posted: March 12, 2010 | Premiered: March 9, 2010


Topics:  Brand Loyalty | CRM | Customer Satisfaction | Email | Email Marketing | Marketing | Online Marketing | Strategic Planning | User Experience

ANALYST BRIEF - In this document, we analyze the lifetime cost of ownership for a typical on-premises SME business management system and compare it to the cost of an equivalent SAP Business ByDesign implementation.
Posted: March 12, 2010 | Published: March 12, 2010


Topics:  Application Hosting | Business Management | Business Process Management | Cloud Computing | CRM | Hosting Services | SAP (Product) | Software as a Service | TCO

WHITE PAPER - As enterprises continue to produce, store, and make use of business content, volume grows and the investment needed to manage complexity increases. Yet much of this content remains difficult to manage and access. Read this white paper to learn how Google search solutions can boost your bottom line in today's business climate.
Posted: March 11, 2010 | Published: March 11, 2010


Topics:  Applications Management | CRM | Data Storage | Enterprise Content Management | ERP | Information Management | ROI | TCO | Unstructured Data | User Experience

WHITE PAPER - This whitepaper reviews different levels of technology-integration capabilities and the required processes to achieve successful outcomes. You will also learn the necessary requirements in a WCM platform that allow the freedom to choose a simple high-level integration or a deeper system level integration, depending on your specific use case.
Posted: March 10, 2010 | Published: March 9, 2010


Topics:  Application Programming Interfaces | Cloud Computing | Content Management Systems | CRM | Document Management | Enterprise Content Management | JavaScript | SOA | SOAP | Software as a Service | Web Content Management | Web Services

PRESENTATION TRANSCRIPT - Running a lucrative call center that provides value to its customers is no easy task. But with emerging SaaS technology, more and more call centers are considering a less expensive and lower maintenance at-home workforce. This transcript reveals the real cost of absenteeism and provides call center management best practices that boost growth.
Posted: March 9, 2010 | Published: March 9, 2010


Topics:  Automatic Call Distribution Systems | Call Center Management | Call Center Services | Call Centers | Contact Center Management | Contact Center Workforce Management | Contact Centers | CRM | CRM Best Practices | Workforce Planning

WHITE PAPER - This white paper discusses how gathering intelligence from multiple sources such as social media, customer service centers and online support, and then transforming that intelligence into productivity improvements are vital steps in transforming customer service in the digital age.
Posted: March 9, 2010 | Published: March 5, 2010


Topics:  Call Centers | CRM | CRM Services | Customer Retention | Customer Satisfaction | Customer Self-Service | Customer Service | Customer Service Best Practices | Productivity | Social Networking

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 - 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. 
Posted: March 5, 2010 | Published: April 1, 2009


Topics:  Call Center Management | Call Center Services | Call Centers | CRM | CRM Services | Customer Interaction Services | Customer Self-Service | Customer Service | Customer Support Software | IVR | Self-Service Applications Software

WHITE PAPER - 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.
Posted: February 25, 2010 | Published: February 24, 2010


Topics:  Business Intelligence | Business Intelligence Software | Business Process Management | Business Process Management Software | Business Processes | CRM | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Service | Dashboards | Data Warehouses

WHITE PAPER - This paper explores the legacy technologies that influenced the development of both the new generation of search engines and the more powerful unified information access platforms. It also explains the benefits this new approach brings in providing active intelligence on demand and more.
Posted: February 24, 2010 | Published: February 24, 2010


Topics:  Business Intelligence | Business Intelligence Software | Business Performance Management | Business Performance Management Software | Business Process Management | Business Process Management Software | Business Processes | CRM | Open Source | Search Engine Optimization | Search Engines | TCO

WHITE PAPER - 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.
Posted: February 24, 2010 | Published: February 24, 2010


Topics:  Business Intelligence | Business Intelligence Software | Business Process Management | Business Process Management Software | Business Processes | CRM | Customer Data Management | Customer Loyalty | Customer Retention | Customer Service | Dashboards | Data Management | Data Warehouses