Seven is more than just a lucky number for companies building customer care strategies. In this document, Opus Research evaluates seven ways that firms can build a customer-centric organization and enhance the customer experience.

With the average worker now using multiple methods of communication, including phone, e-mail, chat, voice mail, and fax learn how unified communications can glue all of these technologies together to enhance your business with an immediate impact on cost reduction, productivity and competitiveness

Ventana Research believes that every organization should focus on continuous improvement in its ability to support the people and process aspects of performance management more effectively.

This white paper will review the obstacles to making business development a team sport and then will present best practices around people, process and technology for aligning the sales and marketing organisation. Written by thought leader Don Peppers of Peppers and Rogers Group.

What is the role of knowledge within law firms? More importantly, how can you harness both Legal and Business knowledge to give your firm the competitive edge? This paper seeks to cover the role of knowledge within law firms, both as it exists now and how it could be in the future.

This paper from 3Kites Legal IT Consulting explores the key points raised at the Client Panel Discussion at this year's Legal Week Strategic Technology Forum. The panel of three in-house counsel covered requirements for both IT and legal services including delivery of legal services and e-billing.

Internet and wireless technologies are continuing to advance rapidly quickly changing customer preferences, disrupting traditional communication methods and forcing prices downward.

This paper looks at the advantages and implications of secure hosting and the benefits that a well-managed, unified network can provide.

This paper sets out some of the challenges and opportunities for those currently filling one of the most dynamic and creative roles in a modern company. Read this whitepaper to find out how important the CIO role really is.

Businesses expect their IT departments to deliver solutions that make a difference. Although this seems obvious, when CIOs and IT departments focus only on generic means to address their needs, meaningful and effective solutions are sometimes difficult to deliver.

Learn how The Carphone Warehouse supports their CRM initiative with data quality solutions, resulting in better customer information that delivers increased sales revenues and improves customer satisfaction.

Porsche, the Luxury sports car manufacturer ensures it gets the very most from its global customer relationship management software investment by ensuring uncompromising data quality.

Monster Worldwide has achieved astounding growth by capitalizing on its own corporate assets and by pursuing acquisition. The Trillium Software System® was pivotal to both of these growth strategies.

Learn how The Carphone Warehouse supports their CRM initiative with data quality solutions, resulting in better customer information that delivers increased sales revenues and improves customer satisfaction.

Making your workforce mobile is about making them customer centric 24/7. This white paper defines a mobilisation strategy to improve response to business opportunities, recover from problems faster and address customer problems more quickly.

This white paper sums up the benefits of service-oriented architecture in three words: control, agility, and cost. Unfortunately, many technical organizations haven’t communicated these benefits to their business leadership.

Sale enablement is targeted to meet not just the needs of senior management, but also the sales person. This paper outlines how sales enablement is a central component of a successful customer relationship strategy and distinguishes sales enablement from traditional sales force automation.

This white paper provides a valuable list of factors for executive management, IT decision makers and sales professionals to consider when planning a successful integration project.

In this report, we’ll cover how a wide range of Sage CRM SalesLogix customers define ROI and the return they are achieving with their Sage CRM SalesLogix implementations. These are their real-world experiences, told as much as possible in their own words.

Data synchronisation is a critical technology which enables mobile users to share up to date customer and sales information in the field, even when disconnected. Evaluating a solution’s synchronisation system can help avoid problems that have doomed many CRM projects to failure.