Buyers Guide

Digital Commerce Buyers Guide 2024 Executive Summary

Posted by Stephen Hurrell on 24 October 2024

Executive Summary Digital Commerce In Economics 101, a commercial transaction occurs when a buyer and a seller come together and agree that the goods or services being sold meet the needs of the buyer and the offerings of the seller. Essentially, CRM systems aim to facilitate these transactions—or commerce—whether it involves a new sale, a marketing lead or a customer interaction. The goal is to... Read More

Topics: Digital Commerce, Office of Revenue, Business-focused Software and Services

Customer Relationship Management Buyers Guide 2024 Executive Summary

Posted by Stephen Hurrell on 24 October 2024

Executive Summary Customer Relationship Management Customer Relationship Management (CRM) systems have long served as vital tools for enterprises, helping them gather and manage information about prospective customers, sales activities, customer accounts and post-sale services. These systems are designed to centralize and streamline customer interactions and data points, making them accessible... Read More

Topics: Customer Relationship Management, Office of Revenue, Business-focused Software and Services

CRM Sales Buyers Guide Executive Summary

Posted by Stephen Hurrell on 24 October 2024

Executive Summary CRM Sales Customer relationship management (CRM) allows sales management and sellers to utilize the tools in what has historically been called salesforce automation (SFA) and remains a critical component of modern CRM systems. As the digital transformation of businesses continues to evolve, CRM systems have become more sophisticated, providing sales teams with advanced tools and... Read More

Topics: Customer Relationship Management, Business-focused Software and Services, CRM Sales

CRM Platform Buyers Guide 2024 Executive Summary

Posted by Stephen Hurrell on 24 October 2024

Executive Summary CRM Platform CRM platforms are a comprehensive technology designed to facilitate and optimize interactions between an enterprise and its customers throughout the entire customer lifecycle. CRM platforms give enterprises the flexibility to integrate applications such as marketing, sales and service, along with the support of digital commerce and the operations and management of... Read More

Topics: Customer Relationship Management, Business-focused Software and Services, CRM Platforms

CRM Partners Buyers Guide Executive Summary

Posted by Stephen Hurrell on 24 October 2024

Executive Summary CRM Partners Partner relationship management (PRM) helps enterprises support the processes that ensure contracted partners that market, sell and even service are managed in the most effective manner possible. An enterprise’s ability to manage the extension of its business to a third-party is best handled with a dedicated application that can interoperate with other CRM... Read More

Topics: Customer Relationship Management, Office of Revenue, Business-focused Software and Services, CRM Partners

CRM Marketing Buyers Guide 2024 Executive Summary

Posted by Stephen Hurrell on 24 October 2024

Executive Summary CRM Marketing Customer relationship management (CRM) allows marketing departments to engage customers and prospects in the buying process and gain awareness of the enterprise’s products and services. With CRM, marketing has the ability to use information about companies and contacts to design and execute campaigns that enhance customer relationships and enable sales to engage... Read More

Topics: Customer Experience Management, Office of Revenue, Business-focused Software and Services, CRM Marketing

Contact Center Basic Buyers Guide 2024 Executive Summary

Posted by Keith Dawson on 30 September 2024

Executive Summary Contact Center Basic The market for contact center technology is changing to accommodate a broader set of functions and a wider range of software providers offering novel ways of deploying and configuring the tools. Even though many people refer to this market as “CCaaS,” or contact center as a service, the reality is that more than half of seats worldwide are still thought to... Read More

Topics: Customer Experience, Contact Center, Business-focused Software and Services

Contact Center Advanced Buyers Guide 2024 Executive Summary

Posted by Keith Dawson on 30 September 2024

Executive Summary Contact Center Advanced Contact center technology has evolved from its roots in call handling into a more sophisticated suite of interlocking applications that serve a series of enterprise functions. In the process, the market for software available for contact centers has become more complex for buyers to navigate. To effectively evaluate the tools on offer, it is useful to... Read More

Topics: Customer Experience, Contact Center, Business-focused Software and Services

Agent Management Buyers Guide 2024 Executive Summary

Posted by Keith Dawson on 30 September 2024

Executive Summary Agent Management While contact center operations require very specific technology for things like interaction routing and analysis, customer support is fundamentally a business about managing labor. For decades, contact centers have tolerated attrition rates of as much as 100%—even higher in some sectors. The fundamental tension in centers between maintaining high service levels... Read More

Topics: Customer Experience, agent management, Business-focused Software and Services

Total Compensation Management Buyers Guide Executive Summary

Posted by Matthew Brown on 17 September 2024

Executive Summary Total Compensation Management The strategic oversight of compensation planning and management processes plays a crucial role in how businesses attract, retain and motivate talent within a competitive marketplace. Recent trends and innovations have significantly influenced this area, particularly through the adoption of technology and data analytics. As the digital transformation... Read More

Topics: Human Capital Management, Total Compensation Management, Business-focused Software and Services