CRM White Paper Library

Capturing the Loyalty Opportunity:
The Cost of Doing Nothing
by Strativity Group

Is your company is focused on reducing costs rather than delivering meaningful and differentiated experiences to your customers? Do you know the associated costs and consequences? Learn the "Cost of Doing Nothing."

Growing Pains and Gains
How Self-Service in Fantasy Sports Added Muscle to CBS Interactive
by Peppers & Rogers Group

CBS Interactive was being overwhelmed by their success. By having a quality product, they rapidly outgrew their support staff. They either needed to hire more people or invest in more technology. They decided to focus on the staff they had in place, but give them a sharper tool to help them serve millions of people. That tool is RightNow.

Customer Experience Makeover:
A Practical Approach to Differentiated Service
by RightNow Technologies and Genesys

This white paper offers a practical and proven approach to delivering a competitively differentiated customer experience online and in the contact center. It outlines both the multi-channel customer service capabilities necessary to achieve that differentiation and the best way to acquire those capabilities.

The Loyalty Connection:
Measure What Matters and Create Customer Advocates
by CustomerThink Corporation

Loyalty, it's more than touchy-feely. It affects your bottom line. This whitepaper examines how to define customer loyalty, measure it and improve it. This paper also looks at the impact of the social web and the changing perception of value defined by experience that your customer's receive.

Customers' Experience In Telecom:
Challenges in Keeping Pace with Change
JupiterResearch

This report provides an overview of how deregulation, new competitors, and new technology offerings require Telecoms to adopt new strategies handling relationships with customers. Building and maintaining relationships with consumers means telecoms must realize every interaction counts in this new competitive landscape.

Customer Communication: Managing the Digital Deluge
by CRM Media Custom Publishing

Customer's access to options and information via the internet has caused a cultural shift in power to the consumer. Yet Reader's Digest is leveraging the same technology to cut costs while improving their customer's experiences. Download this whitepaper to read the case study and learn how they do it.

Serving the Uncompromising Customer
The Strativity Group

Everybody's talking about how improving customer experiences increases loyalty, advocacy and profitability. You know you need to do something. Now what?
Download this whitepaper and kick start your customer experience improvement initiative!

Empowered Interactions:
Delivering a Competitively Differentiated Student Lifecycle Experience
Colin Jones, Public Sector, RightNow Technologies

This white paper describes how educational institutions around the world are taking advantage of evolving CRM technology to deliver highly personalized, competitively differentiated student experiences across the recruitment, retention, and advancement lifecycle.

The Boomerang Effect:
How Market Dynamics Are Driving Customers Back to the Manufacturer
Peppers and Rogers Group

The internet and big box retailers have changed the way products from MP3 players to garden tillers reach the market. Customers now have a direct pipeline, via the internet, to the name on the label and are going back to the manufacturers instead of the retailers for product support.

How can you distinguish your brand given this new market dynamic? Download this whitepaper to find out.

Making Every Interaction Count:
GameFly Aligns its Customer Experience
Peppers and Rogers Group

In this white paper you will find actionable information on how companies are combing the complimentary disciplines of customer relationship management and customer experience management. You learn best practices on making customer interactions the engine for customer experience improvement.

Doing Business Right Now:
Your Customers Won't Wait
Strativity Group

Today's customers are increasingly impatient as a result of their overexposure to ordinary, functional and boring experiences. The unwillingness to compromise on either time or quality represents a radical shift in customer demands. Doing business right now is the next frontier for winning customer hearts and wallets. This white paper will show you how to deliver the highest quality experiences on a consistent, timely basis.

Making Customer Experience a Reality
Five Steps from Vision to Execution
Strativity Group

This whitepaper distills the five steps, from vision to execution, to better align your organization with your customers.

Knowledge at the Point of Action:
Six Ways to Make Sure Your Customers Love Your Company

This white paper offers six field-proven best practices for delivering a great customer experience across the customer lifecycle. Companies that implement these best practices have happier customers, build stronger brand identities, and can beat competitors who charge less or even have a slighting better product.

Customer Experience Management:
The Value of "Moments of Truth" Part 1 of 2
CRMGuru

This is the first of a two-part series of Customer Experience Management white papers from CRMGuru. In this paper, we'll discuss the customer experience from the point of view of the customer, based on CRMGuru research conducted in April 2006. Learn what the "customer experience" actually means, how customer experience management (CEM) relates to customer relationship management (CRM), and why so few businesses are focusing on the customer experience, let alone managing it well.

Customer Experience Management:
Accelerating Business Performance Part 2 of 2
CRMGuru

This is the second of two white papers reviewing CRMGuru research on Customer Experience Management (CEM). In this paper, we turn to the enterprise point of view, looking in more depth at why CEM has become another popular three-letter abbreviation. We'll analyze the gap between the experiences customers are receiving vs. those enterprises think they are delivering; review the business case for CEM; and present an emerging set of best practices gleaned from our research.

Customer Relationship Success Demands Insight
Sheryl Kingstone, Senior CRM Analyst, The Yankee Group

The goal of over 85% of companies implementing CRM is to increase revenue by better understanding their customers. Unfortunately the insight is often buried deep in a database. This paper discusses how analytics can help businesses understand the appropriate actions by sales, customer service and marketing to support the creation of relationships that yield maximum customer value.

Stop Random Acts of CRM:
Delivering a Seamless Customer Experience
Peppers and Rogers Group

This white paper is a resource for decision makers across marketing, sales and service. It explores how random acts of CRM damage the customer experience and drain companies' pockets. To address these challenges, the paper outlines technological and strategic best practices for eliminating random acts of CRM and improving the customer experience.

Customer-Centric CRM:
Fully Optimizing CRM
Sheryl Kingstone, Senior CRM Analyst, The Yankee Group

Customers, after all, are your most important assets. Discover how to rethink your CRM processes from the outside in, and evolve your current CRM projects around a customer centric strategy. This white paper from the Yankee Group explains how Customer Lifecycle Care is a key driver for improved CRM performance, ensuring every touchpoint is effectively leveraged to produce maximum business value.

Successful CRM:
Turning Customer Loyalty into Profitability
Bob Thompson, CEO, CustomerThink Corporation and Founder, CRMGuru.com

In this white paper, you'll learn why listening to the voice of the customer is so crucial to CRM success—and how genuine customer loyalty impacts corporate profitability. You'll also find out what the latest research indicates about the gap between potential and actual CRM benefits, and the four key drivers of ROI for CRM projects.

Customer Lifecycle Care:
Leveraging Customer Service to Achieve CRM Success
Greg Gianforte, Founder and CEO of RightNow Technologies, Inc.

Discover an alternative to traditional CRM: Customer Lifecycle Care (CLC), an approach that leverages customer service best practices to fully integrate business processes across sales, marketing and customer service. Learn how you can ensure effective enterprise CRM with CLC, and how to appropriately manage customer relationships to maximize revenue, loyalty and lifespan while keeping operational costs low.