CRM University

Type: Whitepaper
Name: The Benefits of an Intuitive Enterprise Solution
Date: 2008
Cost: Free

::: The Benefits of an Intuitive Enterprise Solution :::

Intuitive ERP builds flexibility and responsiveness into every facet of your business environment. Suppose your supplier informs you that a delivery will be late. With the click of a button, you can graphically display all of the affected shop orders, as well as related sales orders – enabling your service department to immediately notify your customers and giving instant visibility to your production management to react to the late shipment. Would you rather automatically notify them via e-mail? No problem. With Intuitive ERP, manufacturers can accomplish a level of integration and efficiency that truly changes the way they do business.

Learn more about the benefits of an Intuitive Enterprise Solution >>>

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Type: Whitepaper
Name: 10 Reasons to Get Your Support Software as a Service
Date: 2008
Cost: Free

::: 10 Reasons to Get Your Support Software as a Service :::

Companies of all sizes are finding that on-demand software is a sound investment. In some cases, corporate departments are opting for the efficiency of on-demand tools because they need to automate business processes that aren’t core competencies. But security concerns, data control issues and customization constraints are a few barriers that are holding companies back.

Read this white paper to learn the top 10 reasons you should get your software as a service. Learn how you can leverage the key applications that affect both top and bottom line financials, as well as:

Learn more about the reasons for getting your support software as a service >>>

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Type: Whitepaper
Name: The CRM Value Proposition
Date: 2008
Cost: Free

::: The CRM Value Proposition :::

An effective CRM solution can augment revenue by increasing customer satisfaction and loyalty, revealing sales opportunities that were otherwise not apparent, increasing sales close rates and ensuring that important marketing and sales activities aren’t inadvertently left undone. A CRM can reduce costs by automating some tasks currently performed manually, accelerating cash flows and eliminating some unproductive sales activity.

This white paper explores these revenue enhancement and cost reduction opportunities in more detail to clearly articulate the CRM value proposition.

Learn more about the CRM value proposition >>>

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Type: Whitepaper
Name: Take Sales to the Next Level with Information OnDemand
Date: 2008
Cost: Free

::: Take Sales to the Next Level with Information OnDemand :::

Good business practices demand good reporting. Sales representatives need to update their pipelines and track their customers to look for new sales opportunities. Sales managers need to know how their territories are stacking up, so they can look for areas that need more attention. But the quicker this data can be entered, the better.

Read this white paper to learn how to gain a better understanding of sales opportunities and make faster, better-informed decisions on how to respond to new market opportunities. Gauge the effects of pricing and promotions, target customer segments more accurately, and analyze buying patterns to take advantage of cross-sell and up-sell opportunities.

Learn more about good reporting practices with Information OnDemand >>>

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Type: Whitepaper
Name: Software as a Service Dramatically Improves CRM Success
Date: 2008
Cost: Free

::: Software as a Service Dramatically Improves CRM Success :::

Although many traditional premises-based customer relationship management (CRM) applications promise a significant improvement and increase in sales effectiveness, in reality their strength is only in empowering management with a holistic view of the sales process. This has led companies to replace them with newer on-demand, software-as-a-service (SaaS) applications, but even that isn’t enough.

Explore the results of this Yankee Group study aimed at determining how on-demand technology can be used to improve sales effectiveness. Gain a deeper understanding of the difference between sales administration and sales effectiveness and the role technology plays in driving revenue.

Learn how SaaS improves CRM success >>>

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Type: Whitepaper
Name: Realizing Business Benefit Through Industry Best Practices
Date: 2008
Cost: Free

::: Realizing Business Benefit Through Industry Best Practices :::

Companies are demanding reductions in operating costs and improvements in the way they do business. Many of these savings can come from improved information systems that support real-time business decision making. A balance must be struck in deploying applications that can leverage industry best practices while retaining the competitive differentiation that comes from a well-honed business process and strategy.

Read this IDC white paper to learn the benefits of employing a vertical CRM application based on industry best practices to provide the needed foundation. Explore challenges, opportunities and benefits of vertical applications as well as advice for industry-specific solutions.

Learn how to realize business benefit through industry best practices >>>

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Type: Whitepaper
Name: The Case for Telecommuting Agents
Date: 2008
Cost: Free

::: The Case for Telecommuting Agents :::

In any contact center, labor costs are typically the largest annual expense component, exceeding 60% of total operational costs. Traditional high turnover rates, leading to additional costs for new hire training and the hidden costs of lower productivity, have amplified the total costs of staffing the contact center on an annual basis.

Read this white paper to learn how you can enhance the attractiveness of employment at your contact center in comparison with other local competitors, enabling you to attract more skilled resources and reduce turnover. Also, explore how establishing a telecommuting or home agent program can be a competitive differentiator, enabling you to:

* Reduce costs
* Reduce employee turnover
* Increase productivity and efficiency
* Expand labor pool

Learn more about the benefits of telecommuting agents >>>

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Type: Whitepaper
Name: Consolidation Trends in Contact Center Technologies and Operations
Date: 2008
Cost: Free

::: Consolidation Trends in Contact Center Technologies and Operations :::

Consolidation 2.0 is the latest and most effective call center consolidation strategy. Its core concept is simple: to consolidate the many, diverse activities of the enterprise contact center on a single virtual platform that supports the global distribution of contact center agents.

This white paper explains the benefits of consolidation 2.0 and shows how it best meets the demands of today’s global business environment. Explore how standardizing you contact center under consolidation 2.0 provides far-reaching freedom and flexibility, including the ability to:

* Increase customer satisfaction
* Improve efficiency
* Reduce costs
* Eliminate unnecessary duplication of resources and efforts
* Implement best practices

Learn more about consolidation trends in the contact centers >>>

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Type: Whitepaper
Name: Moving beyond the Queue
Date: 2008
Cost: Free

::: Moving beyond the Queue :::

Forward thinking companies are developing new ways to refocus themselves on the new “real-time” customer and use customers in new ways to provide the organization with valuable information on what’s really happening. By appreciating the real-time customer and understanding the right things on which to focus, companies can position themselves for success in this new era of service. In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands. Specific topics include:

• Five Attributes of the Best “Real-Time Customer” Call Centers

• Communicating the “Real” Value of the Call Center

• How to Make Others Want to Move Forward

• The Key to Real-Time Resolution

Learn more about how forward-thinking call centers should operate

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Type: Whitepaper
Name: How SAP is leveraging Web 2.0
Date: 2008
Cost: Free

::: How SAP is leveraging Web 2.0 :::

This document explains how SAP leverages Web 2.0 in CRM to improve customer experience. The document is divided into four parts:

• SAP’s approach to Web 2.0 at a high level.
• Incorporation of Web 2.0 technological principles within SAP CRM 2007.
• Focus on business process community, which is focused around CRM.
• Vision of building products for the future.

SAP is working towards incorporating Web 2.0 into its entire ecosystem to push user adoption and also to communicate and collaborate with customers.

Learn more about how SAP is leveraging Web 2.0 >>>

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