Customer Service (General) | Customer Experience Management (CEM) | Customer Relationship Management (CRM) | Customer Interaction Management | Customer Information Management/ Customer Databases | Customer Data Integration | Business Process Management (BPM) | Enterprise Performance Management/ Balanced Scorecard | On-line Customer Support | Business Process Automation

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IT Automation - IT Service Management Strategies for Success by FrontRange Solutions Inc. December 19, 2011 - (Free Research) Learn how to use automation to cut costs and optimize your service desk, software budget, and software management. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Before & After: Quantifying Business Rule Results in Key Banking Applications by ILOG, an IBM Company April 2008 - (Free Research) This white paper details five actual business rule management systems deployments, providing a before and after view for each credit and lending application. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

EMA white paper – Business Intelligence for the Business of IT by Hewlett-Packard Company November 2011 - (Free Research) Many companies' IT operations could function at a higher level but they lack proper management. Read this paper now to learn how you can use business intelligence (BI) and applied analytics to improve your IT operations processes. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cognos Business Intelligence for Report Authors by IBM January 2012 - (Free Research) Utilize a complete set of enterprise reports that are easy to build, maintain, secure and deploy, all delivered in a collaborative authoring environment and based on the fundamental principle of "author once — consume anywhere." (VIRTUAL SEMINAR) VIEW ABSTRACT | GO TO

The Balancing Act of Mobile Workforce Management by ViryaNet Ltd (E-mail this company) January 2012 - (Free Research) Read this white paper to learn about creating a plan to tackle your mobile workforce obstacles and the details of a system that will assist with your complex tasks. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Transform your Service Organization Into a Performance-Driven Leader by ViryaNet Ltd (E-mail this company) January 2012 - (Free Research) This white paper explains how you should balance customer service and organization efficiency by using performance data. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Metrics for Social Customer Service by SAP America, Inc. July 2011 - (Free Research) This e-book examines the need to adopt new metrics for customer service in response to the new ways they engage customers using social media and networks. Inside, learn how to avoid the common pitfall of adding new metrics to traditional performance measurement systems. (EBOOK) VIEW ABSTRACT | GO TO

CRM without Compromise: A Strategy for Profitable Growth by SAP America, Inc. April 2007 - (Free Research) Consider how SAP can help you improve customer relationship management. Build a synergistic ecosystem with employees, customers, and partners to deliver customer value – where customer demand drives the supply chain and customer insight inspires innovation. Quickly respond to sustain competitive advantage and profitability. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Forrester Wave™: CRM Suites For Large Organizations, Q2 2010 by Microsoft October 2011 - (Free Research) Read this Forrester Research Inc. analysis of 18 leading customer relationship management (CRM) suite solutions. See what vendors offer the best systems for BPM, ERP, TCO, midsized organizations, and basic needs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

5 Elements of Effective Application Performance Management by CA Technologies. June 2011 - (Free Research) Read this paper to learn how the right application monitoring solution can help to protect revenue by monitoring the quality and timeliness of mission-critical applications. Quickly prioritize, triage and diagnose performance issues for better user satisfaction.  (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Address all your CRM needs with one system by Infor CRM December 2011 - (Free Research) Read this paper to learn about a business-specific solution that is designed with forward-thinking brands in mind. With all industries considered and all accepts of selling considered from sales to customer relationship management, this new system may fit all of your needs. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Gaining Cloud Fax Advantages with SAP® Systems by Esker Inc. December 2011 - (Free Research) In this white paper, learn how cloud faxing addresses inefficiency of fax machines, hidden costs of fax servers, and the functional limitations of basic outsourced fax services. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Customer Experience Management Best Practices For Retail: Five Ways to Increase Conversion and Adoption Rates by Tealeaf September 2011 - (Free Research) In today's economy, no online retailer can afford to postpone investing in the online customer experience. Retailers need to take immediate steps to ensure they understand the experience of their customers who are transacting online. Read this white paper to learn the retail customer experience management best practices. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

5 ways to increase online self-service adoption for financial services by Tealeaf September 2011 - (Free Research) Financial institutions need to take immediate steps to ensure they understand the experience of their customers who are transacting online. In this white paper learn how to implement an effective customer experience management (CEM) to help build customer loyalty, revenue, cost savings, and more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Customer Experience Management Best Practices For Travel and Hospitality: Five Ways to Increase Conversion and Adoption Rates by Tealeaf September 2011 - (Free Research) In this white paper, we go over five best practices based on working with some of the world's leading travel and hospitality companies to help them take a more systematic, quantifiable approach to improving their online customer experience and, in turn, increase revenue. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Customer Experience Management Best Practices For Insurance: Five Ways to Increase Conversion and Adoption Rates by Tealeaf September 2011 - (Free Research) To jump-start your customer experience efforts, Tealeaf, the leader in online Customer Experience Management (CEM) software, recommends in this white paper five best practices that you can implement today to establish an online customer experience competency within your organization. Continue reading to learn more. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Five Steps to Improving Business Performance through Customer Intimacy by IBM November 2010 - (Free Research) Business success today requires a new depth of customer insight. Read this white paper to learn five practical steps your companies can take to achieve customer intimacy and, by doing so, achieve breakaway performance. (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Five Easy Steps to Optimizing Your IT Services by CA Technologies. December 2011 - (Free Research) IT service management is filled with complexity due to outsourcing, cloud technologies and customer demands. Watch this webcast to uncover 5 strategies for optimizing your IT services and improving business process management. (WEBCAST) VIEW ABSTRACT | GO TO WEBCAST

CIOs Say: Application Performance is Top Priority, End User is King by CA Technologies. June 2011 - (Free Research) This IDG Research Services study demonstrates that CIOs and IT leaders recognize the business impact of application performance. It's all about end-user and customer satisfaction, increasing productivity, and lowering costs.  (WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

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