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	Service Desk Consolidation Cuts Costs and Increases Service Quality sponsored by BMC Software, Inc WHITE PAPER - The service desk is the last place you should try to cut back. For external-facing organizations, quality support keeps customer loyalty and repeat business high and ensures that partners and suppliers can do business with you cost effectively. Read this whitepaper to discover the path to proper service desk consolidation and its many benefits. Posted: June 18, 2009 \| Published: June 15, 2009 Topics: Customer Satisfaction \| Customer Service Best Practices \| Customer Support Software \| Help Desk Management \| Help Desk Management Services \| Help Desk Software \| IT Best Practices \| Service Level Management

	Self-Service That Really Serves sponsored by Oracle Corporation WHITE PAPER - To truly meet the demands of the informed consumer, self-service solutions must have fully integrated e-commerce and e-billing systems that accommodate every aspect of the online customer experience. Read this free white paper to learn about all-in-one systems that build your brand and keep customers coming back. Posted: June 10, 2009 \| Published: June 10, 2009 Topics: CRM \| Customer Data Management \| Customer Retention \| Customer Support Software \| eBook Software \| eBusiness Software \| eCommerce \| Sales \| Sales Force Automation

	eGuide: The Midmarket CIO's Guide to the Evolving CRM Landscape sponsored by Aplicor EGUIDE - Read this SearchCIO-Midmarket e-guide to better understand the evolving CRM market, and learn what key questions to ask when determining what CRM solution is the best fit for your company. Posted: May 29, 2009 \| Published: February 9, 2009 Topics: Customer Data Management \| Customer Data Management Software \| Customer Service \| Customer Support Software \| Marketing \| Sales and Marketing Software \| Sales Contact Management Software \| Sales Force Automation \| Sales Information Systems \| Sales Representatives

	CRM Suite Software Product Directory 2009 Edition sponsored by SearchCRM PRODUCT OVERVIEW - Inside this CRM Suite Software Product Directory, you'll find basic information about the major vendors in the CRM suite market and the products they sell. Each listing is accompanied by a short description and a summary including limited information about functionality and product use. Posted: April 15, 2009 \| Published: April 13, 2009 Topics: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Services \| CRM Software \| Customer Data Management \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Support Software

	Proactive PC Support Improves Service and Lowers Total Cost of Ownership sponsored by Intel Corporation WHITE PAPER - Read this brief paper to learn about a new IT support delivery tool that reduces response time, boosts employee satisfaction and decreases operating costs. Reduce total cost of ownership using Intel's self-service PC Health Check utility. Posted: April 2, 2009 \| Published: January 1, 2009 Topics: Customer Self-Service \| Customer Support Software \| Desktop Computer Support \| Desktop Management \| Diagnostic and Test Software \| Notebook Computers \| Self-Service Applications Software \| TCO

	SAP CRM sponsored by SAP America Inc WEBCAST - Taking their cue from a cognitive experiment involving two teams tossing a ball and an unnoticed gorilla, SAP makes the point in this webcast that an organization's sales team shouldn't miss the obvious with SAP's power CRM. Posted: March 20, 2009 \| Premiered: March 20, 2009 Topics: Business Intelligence \| Call Center Management \| CRM \| CRM Software \| Customer Data Management \| Customer Satisfaction \| Customer Support Software

	How Web 2.0 Is Transforming CRM: Leveraging Social Media to Improve the Customer Experience sponsored by SAP America Inc JOURNAL ARTICLE - Check out this article to learn how SAP is embracing Web 2.0 opportunities for customer relationship management (CRM), from leveraging social computing to building new Web 2.0-based CRM applications. Posted: March 19, 2009 \| Published: January 1, 2009 Topics: Application Deployment \| Collaboration \| CRM \| Customer Service \| Customer Support Software \| SAP (Product) \| Social Computing

	How to Deliver a Great Customer Experience and Lower Costs: Achieving Interaction Excellence Across Multiple Touch Points sponsored by SAP America Inc JOURNAL ARTICLE - Check out this article to discover how companies that provide convenient touch points and deliver positive customer experience enable customization of product interaction and achieve a competitive edge with consumers. Posted: March 19, 2009 \| Published: January 1, 2009 Topics: Channel Management \| CRM \| Customer Loyalty \| Customer Support Software \| IT Service Management \| SAP (Product) \| SLA

	eBook: Gartner CRM Strategy Tips: 7 Key Ways to Improve the Customer Experience sponsored by Oracle Corporation EBOOK - Read this E-Book and explore Gartner's 7 key initiatives for enhancing the customer experience as well as 7 steps for adjusting your customer-facing business processes and establishing a more customer-centric strategy. Posted: January 14, 2009 \| Published: January 14, 2009 Topics: Business Process Management \| Collaboration \| CRM \| Customer Satisfaction \| Customer Support Software \| Investments \| Oracle (Product) \| ROI

	Personalize Your Support Experience with My Oracle Support sponsored by Oracle Corporation DATA SHEET - Personalize your support experience with My Oracle Support--our award-winning Web portal that offers you secure, anytime access to Oracle expertise. Posted: January 9, 2009 \| Published: January 9, 2009 Topics: Configuration Management \| Customer Support Software \| Dashboards \| Downtime \| Patch Management \| Productivity \| Security

	Pella Discusses My Oracle Support sponsored by Oracle Corporation VIDEOCAST - In this videocast Jim Thomas, Director of IT Operations for Pella Corporation, explains how My Oracle Support has helped them push boundaries and take Pella from a prefix support to a predictive health-check environment. Posted: January 9, 2009 \| Premiered: January 9, 2009 Topics: Customer Data Management \| Customer Profiles \| Customer Satisfaction \| Customer Self-Service \| Customer Support Software \| Oracle (Product) \| Software Development Tools

	Grupo Carvajal Increase Database Administration Productivity by 25% sponsored by Oracle Corporation VIDEOCAST - In this videocast Eduardo Carrasquilla, Director of Infrastructure for Grupo Carvajal, discusses how My Oracle Support is a positive tool that has significantly enhanced database support. Posted: January 9, 2009 \| Premiered: January 9, 2009 Topics: Customer Support Software \| Database Administration \| Database Administrators \| Oracle (Product) \| Productivity \| ROI

	Lower IT Risks and Costs with Oracle Customer Services sponsored by Oracle Corporation DATA SHEET - As companies look for ways to drive down costs and gain a competitive edge, many choose the expert Hyperion service provided by Oracle Advanced Customer Services. Posted: December 18, 2008 \| Published: December 18, 2008 Topics: Change Management \| Cost Benefit Analysis \| Customer Service \| Customer Support Software \| IT Service Management \| Oracle (Product) \| Risk Management \| ROI

	Achieving Profitable Growth through Exceptional Customer Experience sponsored by CA WHITE PAPER - In this whitepaper, Datamonitor focuses on nine key steps that can - and should - be taken by CSPs to improve standards by delivering outstanding service and achieving various objectives. Posted: November 7, 2008 \| Published: November 7, 2008 Topics: Authorization \| Capacity Planning \| Customer Data Management \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Knowledge Management \| SMBs \| VPN

	Surviving and Thriving in the Customer-Driven Age sponsored by Oracle Corporation WHITE PAPER - The customer-driven age is upon us and succeeding in this environment requires a new set of goals and a new set of tools. Learn how CRM is the catalyst to transform organizations, empower employees and capitalize on new market opportunities. Posted: September 19, 2008 \| Published: September 19, 2008 Topics: CRM \| Customer Data Integration \| Customer Data Management \| Customer Data Management Software \| Customer Service \| Customer Support Software \| Data Mining \| Data Mining Software \| Enterprise

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