Designed for the sales executive, this series of Sirius Decisions research briefs focuses on the advent of metrics-based sales productivity. New approaches are being embraced and delivering dividends to forward-thinking sales organizations

Can you afford not to build superior customer relationships?

Closed-loop customer feedback programs improve relationships, increase advocacy and fuel growth. But you need a guiding framework, just as you need tools to gather and manage feedback. Net Promoter® is a proven approach for measuring, managing and increasing customer loyalty and advocacy. QuestBack is a powerful, closed-loop feedback management tool. Together they rock!

Download this free whitepaper now!

Web and IVR self-service applications are essential for most call centers. Leading call centers use self-service applications to handle anywhere from 20% to 90% of customer service interactions. (The percentage varies by call center purpose and geography.) As the demand for customer service continues to grow, self-service is not an option but a necessity.

Four business trends are driving companies to invest in self-service automation to eliminate or minimize the need to employ live agents to assist customers. These trends are:

1. The need to reduce call center operating expenses in order to improve the company's margins and bottom line

2. The desire to automate as many servicing tasks as possible prior to moving call center activities offshore

3. Existing self-service applications are reaching their end-of-life and are in need of replacement; in some situations it is less expensive to replace a solution than to continue to maintain an old platform

4. The current generation of self-service Web and voice portal technologies and solutions can deliver high-value applications not previously available

There are five additional call center departmental trends pushing even the most quality-conscious managers to consider using self-service to eliminate or dramatically reduce their need for live agents. 

This new white paper discusses trends in self-service solutions as well as highlighting these five additional trends that are driving self-service automation and adoption in call centers.

Download the complimentary white paper, Cashing in on Customer Intelligence here!

In addition to the best practices for financial institutions to leverage customer data by rebuilding trust, read how HSBC Mexico is using Infor CRM Epiphany to keep and grow their most valuable customers:

"Personalized cross-sell campaigns have boosted customer profitability by 20%, and outbound offers by branch representatives average a 14% percent acceptance rate."

Find out now what strategies you can roll out using CRM analytics to be more customer oriented -- and gain the competitive advantage.

Learn how loyal customers can be your best advocates for evangelizing your products and brand, while helping you to dramatically gain new business. Download "Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand."

This new report shows you:

· Why measuring online customer experience should be your number one strategy.

· How best-in-class eBusinesses, such as Esurance, are creating superior customer experiences by immediately translating customer feedback into important web site improvements.

· Proven metrics and technology solutions for automating, capturing, and analyzing the online customer experience across your organization.

Download "Creating an Integrated View of Your Online Customer Behavior," and discover how integrating customer experience management, web analytics, business intelligence, and voice-of-customer will enable you to more effectively optimize your web site, deliver a more holistic view of your online business, and better serve your customers.

Download this whitepaper for:

* An in-depth look at all of the web site optimization solutions available today and the benefits each provides
 
* Best practices for leveraging the right combination of these solutions and how you can start to gain a deeper insight into your online business with the current investments you have already made

* Case studies of leading companies who have integrated their web site solutions and the benefits they achieved

Redesigning your website it no easy feat. What can you do to ensure a successful website redesign while avoiding costly failures and missteps? Download the whitepaper, "Drive Website Redesign Success" and learn the best practices to help prevent costly site failures while achieving a solid ROI.

This exclusive whitepaper provides you with:

* Real-world case studies from Bluefly.com and Continental Airlines outlining their own redesign project steps taken and lessons learned;

* Website redesign best practices for both pre- and post-launch;

* How Tealeaf's online customer experience management solution helps support these proactive measures to ensure a successful launch.

In addition to the best practices for re-thinking customer relationships, read how Bell Mobility is using Infor CRM Epiphany to create long-term customer value:

"CSRs have improved new offer sales to inbound customer contacts by 18%, with more than a 50% response rate."

You see there is a way to use CRM analytics for more than a way to up-sell your customers, but also as a way to offer customers more value and a better experience.

Download the complimentary white paper, "Dialing in on Customers," here!

Competition is fierce in today's economy and customers know this. They can easily search the Internet to find companies that sell similar products or services at competitive prices. That's why companies need to differentiate themselves by providing personalized and rewarding service that leverages the unique value of all customer touch points.

DOWNLOAD this white paper from Oracle to learn:

How EXCEEDING EXPECTATIONS can generate loyal customers who buy more and draw new customers

Why obtaining MEASURABLE RESULTS is an essential factor in achieving customer satisfaction and vendor success

Ways to reap the HIDDEN BENEFITS from a well executed customer service process

How to CREATE RAVING FANS who will become advocates for your products and services

Six tips for STELLAR CUSTOMER SERVICE

Discover how you can use the right software to help your marketing organization support growth and demonstrate value. In doing so, you can learn how to develop customer, brand, and channel strategies that can support process efficiency and effectiveness activities and transform your marketing activities.

Is your pipeline clogged with opportunities that never come to fruition? Does your lead-scoring or nurturing process leave your sales team out of the process? Does your slimmed-down technology staff need help with integration issues to move a key project forward? These and other solutions, from critical reporting to marketing automation to predictive analytics and more, can be found in the following pages and on the AppExchange site. With over 800 applications available for download, and more than 175 services, a business user need only identify a particular pain point to start investigating Salesforce.com AppExchange solutions.

Some themes you will learn about in this white paper:

--Enterprise-Class Cloud Integration
--Meeting Sales Quotas in Tough Markets
--Marketing Automation
--Analytics On Demand
--On-Demand Business Intelligence