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E-books

  • The three A’s of Customer Care
    The three A’s of Customer Care
    Source xerox

    It was a straightforward solution for a simpler world: single channel, voice-centric and firmly focused on transactions. You set up a call center, staffed it with customer service agents and opened for business. You set yourself KPIs and put metrics in place, then you monitored and measured regularly

  • The-free-movement-of-customers
    The free movement of customers
    Source CONDUENT

    Never before have customers enjoyed so much choice – and offered so little loyalty. They’re more demanding and less forgiving, their expectations are rising and their satisfaction levels are falling.

  • How-knowledge-is-changing-customer-service
    How knowledge is changing customer service
    Source CRM Academy of ASIA

    Knowledge Management has been linked to customer service for a very long time.

    The creation, storing, indexing, and searching for the right information to help customers is what drove the last series of improvements to Customer Service in the name of web self-service in the early 2000s (and following into electronic channels as eService at the same time).

  • Ernan Roman Direct Marketing Corp
    Ernan Roman Direct Marketing Corp
    Source CRM Academy of ASIA

    We created this e-book to provide you with strategies and actions for transforming your Customer Experience.

    The recommendations are based on insights from industry thought leaders and research findings from thousands of hours of Voice of Customer (VoC) research conducted by our firm with customers and prospects of Fortune and Growth companies such as IBM, MassMutual, QVC, Microsoft, HMS National and Songza.

  • The Tension In b2b Customer Experience Management
    The Tension In b2b Customer Experience Management
    Source SAP Hybris

    Customer experience covers such a multitude of interactions between businesses and their audiences that it’s impossible to universally define its scope and scale. But leaders in every sector recognize that the qualities of those interactions can make or break their brands.

  • customer service excellence
    Customer Service Excellence
    Source CSIA

    Secretary-General of the International Council of General of the International Council of Customer Service Organizations

    Founder and Executive Director of CSIA

    Author of five best selling books on technology, best Author of five best selling books on technology, best practice and customer service

  • CUSTOMER EXPERIENCE PREDICTIONS
    Customer Experience Predictions 2014
    Source BrandLove

    I believe that when you align people with their passions, that is the breeding ground for innovation and magic.

    That was really my objective with being the catalyst for this eBook. As we all know, the world of consumers and the environment that business operates in
    is becoming even more volatile, so the best we can do is guess and take a stab in the dark!

  • customer-centric-organisation
    The Customer-Centric Organisation
    Source Booz Allen Hamilton

    As the economy moves from recession to expansion, companies are shifting their focus from pruning costs to stimulating growth, particularly organic growth. Launching new products and services is one way of generating organic growth, but this growth is short-lived because competitors almost immediately mimic innovations.

  • sitecore-mobile-eating-world
    Sitecore Mobile Eating World
    Source : Mobile is eating the world

    In May of 2015, Google revealed that mobile search had overtaken desktop search.1 Google’s news meant that more people are searching for information on a mobile device now than on their PCs. How people do so, where they go, and what they hope to accomplish is no longer mirroring how they interact on desktops and laptops.

  • global-customer-service
    Global Customer Service
    Source : OPENTEXT

    Today we are the world leader in Enterprise Information Management (EIM) technology and have the numbers to prove it. With over 100,000 customers in 140 countries, OpenText has become a Fortune 500 company and has earned the trust of the world’s largest and most successful organizations.

  • customer-service-strategies
    Customer Service Strategies
    Source : Blue Beetle Books

    We’re all busy people, which is why the Small Business Success Library of books is a great way to get your hands on a lot of information; information that is vital to your business success, and all in easy bite-sized pieces.

  • connecting-customers-to-a-deeper-conversation
    Connecting Customers to a Deeper Conversation
    Source : Lexmark

    Communicate through Multiple Channels for Greater Engagement and Retention.

  • understanding-customer-experience-management
    Understanding Customer Experience Management
    Source : Satmetrix

    Customer experience improvement is often framed as a way to do right by customers. While that’s a great motivation, there’s nothing wrong with getting inspired by the potential impact on your company’s growth, too.

  • top-intelligent-tools-that-every-sales-rep-should-have-in-2017
    Top intelligent tools that every sales rep should have in 2017
    Source : bpmonline

    Artificial intelligence is the next big thing in the world of innovation, powered by advances in computing power, the ability to store and process Big Data, and instant access to advanced algorithms.

  • Drive smarter sales processes to win more deals
    Drive smarter sales processes to win more deals
    Source : bpmonline

    The common definition of a sales process is a set of steps and activities for everything from receiving a lead to closing a deal. The majority of companies in business today have a sales process in place.

  • Why does sales fail to hit their quota even though marketing is reaching their lead generation goals?
    Why does sales fail to hit their quota even though marketing is reaching their lead generation goals?
    Source : bpmonline

    Despite the fact that marketing and sales professionals must work together to achieve the ultimate goal of increasing revenue, too many organizations marketing and sales departments actually operate in silos, with misaligned metrics leading to disconnects and inefficiencies.

  • how-a-sophisticated-lead-scoring-system
    How a sophisticated lead scoring system drives value at every stage of the marketing funnel
    Source : bpmonline

    Lead scoring is a sales and marketing methodology that assigns points to and ranks leads to determine their sales-readiness. Lead scoring is used to automate the ranking, grouping, routing and tracking of leads and is designed to ensure your company has a consistent process for lead management.

  • introduction-to-crm
    Introduction to CRM
    Source : Francis Buttle, PHD

    The expression, Customer Relationship Management (CRM), has been in use since the early 1990s. Since then, there have been many attempts to define the domain of CRM, a number of which appear in Table 1.1.