Published By: Zendesk
Published Date: Jun 29, 2018
In the global market for customer service software, Zendesk is once again recognized as a leader in the 2018 Gartner Magic Quadrant for the CRM Customer Engagement Center.
Every year, Gartner conducts a thorough analysis of service providers in the customer service and support application space. We believe the Gartner Magic Quadrant for the CRM Customer Engagement Center report provides valuable information for business leaders who seek technology solutions for interacting and engaging with their customers.
Zendesk can again be found in the 2018 reportís Leader quadrant, which we consider a reflection of the success of our 125,000 customers, including enterprise clients like Airbnb, Tesco, and the University of Tennessee. The past year alone has included a number of significant milestones for us, including the release of AI-enhanced features for self-service and surpassing $500 million run rate in revenue. As our customer base continues to grow, we strive to be a dynamic vendor for bus
Download this asset to learn CRM and BI solutions can help you deliver insights to meet those expectations. Theyíre not just for the enterprise anymore Ė but to make the most of them, youíll need plenty of compute power and scalable data storage.
Sponsored by: HPE and Intelģ
IT leaders working on customer service projects must display an incredible amount of diligence. An organizationís CRM system has become its lifeline to customers, but as customer needs evolve so has the requirements of CRM. According to Gartner, todayís CRM solution must include a laundry list of capabilities outside its traditional core functionality including: native mobile support of the vendor's customer service and support business applications; real-time analytics; industry-specific functionality and workflow; context mining of voice and text; scalable cloud-based systems; social media engagement; suggested next agent action; multimodal capabilities, such as chat within mobile self-service; and even co-browsing. Gartner surveyed the CRM field and evaluated each vendor including Pegasystems.
Download this Gartner Magic Quadrant analysis and gain a better understanding each vendorsí CRM Customer Engagement Center solutions.
Published By: Workday
Published Date: Oct 13, 2017
SaaS solutions are fast becoming the default deployment option for enterprise applications from Customer Relationship Management (CRM) and Human Resources (HR) to expenses. With growing momentum and interest in SaaS solutions, we explore a market leading SaaS provider, Workday, and understand how itís finance solution can enable the transformation of the finance role; what it can deliver and why it is different.
Published By: Evariant
Published Date: Aug 22, 2018
Health systems that implement CRM-based engagement solutions stand to achieve significant strategic gains, from acquiring and retaining patients to supporting more positive clinical outcomes to increasing referrals to member providers and practices. Driven by easy access to rich consumer data and analytic profiling, as well as patient encounter histories, CRM-based engagement centers optimized for healthcare enable health system CSRs to quickly offer personalized responses to consumer or patient inquiries via multiple in- and outbound media, including telephone, email, social, and web.
In 2013 Salesforce.com partnered with Fifth Quadrant to conduct quantitative and qualitative research into the customer service space in Australia and New Zealand. The research was designed to specifically examine new channels for service delivery such as Mobile Devices, Social Media to name a few and the maturity level of Australian organisations in regards to Customer Experience Strategy.
The most successful community banks are using advanced customer relations management (CRM) and collaboration technology to mitigate risks and maximize opportunities.
Are you ready to take the first step towards a more profitable future? Download this white paper to learn how.
This paper is intended for customer service professionals who are considering the next CRM application for their enterprises. It compares two popular solutions, Pegasystemsí Pega Customer Service and Salesforce.comís Service Cloud, across five areas of functionality essential to meeting the complex customer service needs of the enterprise.
Did you know that sales reps typically waste up to 16 hours per week on non-selling tasks?
If your sales team is spending too much time on non-selling tasks, logging sales activities to Salesforce, hunting for customer information and documents, or copy-pasting data between separate systems, they might resist the rise of mobile CRM solutions like Salesforce1.
However, itís important to figure out how to enable these teams in the field, as 55% of salespeople will access sales applications exclusively through smartphones or tablets by the end of 2016. Itís not surprising that salespeople will increase their use of mobile apps 125% from 2015-2017.
In this whitepaper from Tact, youíll learn 1) common challenges facing field sales teams, 2) a framework for thinking about mobile sales productivity, 3) essential characteristics for evaluating mobile sales solutions, and 4) key trends in mobile sales.
Small and medium businesses (SMBs) continue to fuel demand for customer relationship management (CRM) systems, and more software firms are stepping up to offer appropriate technologies. SMBs, defined as companies with 1,000 or fewer employees, are searching for CRM solutions that will allow them to satisfy customers, control costs, and comply with various government regulations. But when choosing CRM software, it’s important to keep in mind that the needs of small and medium businesses aren’t always the same.
This white paper examines the details of how to gain improved customer retention and acquisition for a lower overall investment by defining basic CRM functionality needed by most organizations to achieve their customer goals and objectives.
In a 2006 survey conducted by CRMGuru, 50% of the respondents indicate that they base their satisfaction with a company on the sum of "interactions with a brand's products, services, and people." How does your company measure up? You have an excellent product, your customer service department is highly responsive, and your personnel have received extensive training.
F5 Application Delivery Networking Solutions are the networking foundation for this market leading CRM and Analytics application. Oracle and F5 have validated and jointly documented the interoperability of F5’s BIG-IP LTM and WebAccelerator (the BIG-IP module and standalone appliance) solutions with Siebel working in hundreds of customers worldwide.
As media and channels proliferate with the upsurge in digital touchpoints, we have access to massive volumes of customer data. This leads to the personalization of customer interactions that drive customer strategy as a business strategy.
An effective marketing investment strategy will help you take inventory of your current measurement framework and develop a more accurate, reliable and consistent strategy for assessing and improving the performance of your marketing spend.
This report explores how organizations can leverage technologies driven by cloud computing and mobile apps, and the benefits gained from integrating travel and expense management solutions with Customer Relationship Management (CRM) solutions.
Published By: Marketo
Published Date: Jun 08, 2017
Read this complimentary copy of the SiriusView: Marketing Automation Platforms 2017 and learn more about Marketoís key differentiators including its native multi-channel experience, live event management, and content recommendation functionalities.
Marketo's powerful marketing automation capabilities and seamless CRM integrations are complemented by our LaunchPoint ecosystem featuring over 500 technology and service providers that offer best-of-breed solutions for todayís marketers.
The full report includes:
Market evaluation and analysis of 9 marketing automation platform vendors
Insights for selecting a vendor based on your organization's requirements
Opportunities and challenges faced when deploying marketing automation platforms
Published By: iKnowtion
Published Date: Nov 09, 2011
Marketing executives seek ways to generate incremental revenue from marketing programs. A national retailer used customer insights and a customer development framework to drive profitability and generate millions of dollars in incremental revenue and greater profitability.
Published By: iKnowtion
Published Date: Nov 17, 2011
This highly successful dot-com brand leveraged its customer information assets to understand the broad range of customers attracted to its product offering, as well as how to evaluate each customer's future value potential.
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
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