Customer Service White Papers

WHITE PAPER: A common issue facing small and medium-sized business (SMB) manufacturers today is how to increase revenue and grow their business without significantly adding staff. Read this paper to learn five strategies used by successful SMBs.

Posted: 10 Aug 2009 | Published: 04 Sep 2008

WHITE PAPER: Methods for capturing customer attention and loyalty may have changed over the years, but the basic DNA of business has not - a focus on establishing new customer relationships and retaining existing ones. This paper provides both a business & technology insight into the credit card customer service workflow.

Posted: 13 May 2009 | Published: 12 May 2009

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: 07 May 2009 | Published: 31 May 2007

WHITE PAPER: Web 2.0. Collaborative computing. Social media. And now Social CRM. These terms are used interchangeably, and often, to describe the massive transformation taking place across organizations today. What strategies and tools do the newest CRM solutions provide to leverage this new reality? Read this white paper to learn more about Social CRM.

Posted: 01 Apr 2009 | Published: 01 Apr 2009

WHITE PAPER: This paper briefly defines text analytics, describes various approaches to text analytics, and then focuses on the natural language processing techniques used by SPSS Inc.'s text analytics solutions.

Posted: 20 Feb 2009 | Published: 20 Feb 2009

WHITE PAPER: This paper examines how many executives are beginning to understand that cutting cost by outsourcing call center operations isn't always the best solution. Learn how "cheaper" often comes at the expense of "better".

Posted: 20 Feb 2009 | Published: 20 Feb 2009

WHITE PAPER: Process-centric IT is, first and foremost, a way for the IT organization to build applications that will deliver greater flexibility and agility to the business-enabling high performance.

Posted: 18 Feb 2009 | Published: 18 Feb 2009

WHITE PAPER: Routers and switches are the building blocks for all business communications from data to voice and video to wireless access.

Posted: 02 Feb 2009 | Published: 02 Feb 2009

WHITE PAPER: With their rapid speed of deployment, integrated analytics and built-in best practices, on-demand CRM solutions can quickly vault a sales organization ahead of its rivals. And because of their flexible licensing structure, on-demand solutions can be deployed selectively, enabling businesses to deploy only as much CRM as they need.

Posted: 26 Jan 2009 | Published: 26 Jan 2009

WHITE PAPER: This white paper describes international procurement center (IPC) processes and capabilities, and explains the ways in which an IPC deployment can enhance your profitability.

Posted: 14 Jan 2009 | Published: 14 Jan 2009

WHITE PAPER: With an integrated enterprise system like Sage ERP X3, food producers can use the same system to address industry-specific requirements and product recalls.

Posted: 13 Jan 2009 | Published: 13 Jan 2009

WHITE PAPER: Previously, putting up with the gap between CRM and OSS worlds has been a viable - though not optimal - strategy for most operators. But now that the telecommunications industry is undergoing the "communications and content over IP" transformation, service providers are starting to redesign their business models and to rethink the infrastructure.

Posted: 06 Jan 2009 | Published: 06 Jan 2009

WHITE PAPER: In today's tough economic times, businesses face a daunting challenge: do everything possible to attract and retain customers. This paper examines eight strategies for creating a relationship with your customers that will keep them coming back.

Posted: 25 Sep 2008 | Published: 25 Sep 2008

WHITE PAPER: The customer-driven age is upon us and succeeding in this environment requires a new set of goals and a new set of tools. Learn how CRM is the catalyst to transform organizations, empower employees and capitalize on new market opportunities.

Posted: 19 Sep 2008 | Published: 19 Sep 2008

WHITE PAPER: Supply chain operations play a vital role in the success of any consumer or high-tech original equipment manufacturer (OEM). This SAP Executive Insight examines how the adoption of industry best practices can add value to your organization.

Posted: 18 Sep 2008 | Published: 18 Sep 2008

WHITE PAPER: The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction.

Posted: 17 Sep 2008 | Published: 17 Sep 2008

WHITE PAPER: This paper will discuss both hard and soft QoS techniques including 802.1P, IP Precedence, Differentiated Services, Resource Reservation Protocol (RSVP) and ATM specific priority resources.

Posted: 08 Sep 2008 | Published: 05 Sep 2008

WHITE PAPER: Industry studies reveal evident increases in training and development delivered via eLearning. This white paper explores the advantages of eLearning and highlights 12 strategies with focus on virtual learning programs.

Posted: 14 Aug 2008 | Published: 14 Aug 2008

WHITE PAPER: This white paper details the critical roles IT plays in providing Operations with timely information in areas such as quality management, supply chain, and cost control.

Posted: 11 Aug 2008 | Published: 01 Jun 2008

WHITE PAPER: Transactional emails are those which companies send to customers to confirm a purchase, notify shipping dates, deliver warranty information and it also provide marketers a rich opportunity to develop strong customer relationships.

Posted: 08 Aug 2008 | Published: 01 Jan 2006

WHITE PAPER: This white paper reviews the key steps necessary to implement a transactional email marketing campaign. It also recommends methods to ease the pain of implementation while improving the results.

Posted: 08 Aug 2008 | Published: 01 Jan 2007

WHITE PAPER: This paper discusses how to implement agile thinking in the context of both defined engineering practices and an organizations' Software Development Lifecycle.

Posted: 01 Jul 2008 | Published: 01 Jun 2008

WHITE PAPER: The BlackBerry Enterprise Solution is a comprehensive platform, designed to meet your organization's needs to mobilize enterprise applications and systems.

Posted: 19 Jun 2008 | Published: 01 Jun 2008

WHITE PAPER: To see how the vendors stack up, Forrester evaluated eight business process management suite (BPMS) suppliers best suited and most experienced for document-intensive processes across approximately 150 criteria.

Posted: 16 Jun 2008 | Published: 09 Jul 2007

WHITE PAPER: This paper will discuss key perspectives and strategies for new asset management programs within the most capital intensive and revenue producing area of today's businesses.

Posted: 16 Jun 2008 | Published: 01 Feb 2008