Sponsored White Papers, Webcasts, and Downloads
ZDNet Resources
- Support Strategies: Customer Experience Management
- Customer experience is the most powerful tool available today for distinguishing your company from competitors ? each contact with the customer offers an opportunity for strengthening your relationships by delivering value. That makes the support center an extremely strategic contact point. This smith+co white paper explores the importance...
- Tags: Strategy, Customer Experience
- White papers 2009-11-06
- New Dell.com Boosts the Customer Experience While Reducing IT Effort
- Dell relies on its public Web site, Dell.com, as a key channel for its direct sales. To help customers more easily find the information they need and to simplify site management, Dell decided to redesign the underlying architecture of the site. It chose a solution based on Microsoft products and...
- Tags: Enterprise Search, Dell Computer Corp., Dell.com, Information Technology, Customer Experience, Microsoft Corp., Cloud Computing, Search, Content Management, Enterprise Software, Software
- Case studies 2009-08-01
- Yacht Maker Transforms Customer Experience With Revolutionary Computing Platform
- Luxury yacht maker Lazzara Yachts prides itself on its unique approach to building and selling the industry's finest boats. Since its founding in 1990, the family-owned company has emphasized quality and personalized service over volume sales. Lazzara wanted to give prospective customers the chance to explore design options in a...
- Tags: Microsoft Surface, Customer Experience, Microsoft Corp., Sales Strategy, Sales Force Management, Marketing Research, Sales, Marketing
- Case studies 2009-07-01
- iPhone 3G S launch: Less euphoria, smoother customer experience
- iPhone 3G S launch: Less euphoria, smoother customer experienceThis surprises me[i]While Apple employees still used Windows CE wireless terminals to do the payment processing[/i]I'd heard several times from several ZDNet posters that Apple doesn't use any Microsoft technology in the running of its business. I didn't realize that this was...
- Tags: Operational accounting, iPhone 3G S, Apple iPhone 3G, customer experience, Apple iPhone
- Discussion threads 2009-06-19
- iPhone 3G S launch: Less euphoria, smoother customer experience
- The launch of both the original iPhone and the iPhone 3G were plagued by long lines and logistical problems. This time around both AT&T and Apple have developed better processes to handle iPhone buyers and upgraders, plus the launch day enthusiasm is not quite as high. by Jason Hiner
- Tags: Apple iPhone, Customer Experience, Apple iPhone 3G, 3G, Cellular Phones, Wireless And Mobility, Consumer Electronics, Personal Technology, Jason Hiner
- Blog posts 2009-06-19
- Microsoft IntelliType Pro (Windows XP/Vista/Windows 7) 7.0 (Windows)
- IntelliType Pro software enables you to customize the unique features of your Microsoft keyboard to fit your needs. With IntelliType Pro software, you can reassign many of the keys to open a program, file, or Web page, or to perform commands, such as Search. Each application you use can have...
- Tags: Customer Experience, Microsoft Corp., Key, IntelliType Pro Software, Microsoft Windows 7, Microsoft Windows, Tools & Techniques, Operating Systems, Software, Management
- Software downloads 2009-06-09
- Microsoft IntelliType Pro (Windows Vista 64-bit / Windows 7 64-bit) 7.0 (Windows)
- IntelliType Pro software enables you to customize the unique features of your Microsoft keyboard to fit your needs. With IntelliType Pro software, you can reassign many of the keys to open a program, file, or Web page, or to perform commands, such as Search. Each application you use can have...
- Tags: Microsoft Windows Vista, Customer Experience, Microsoft Corp., IntelliType Pro Software, Microsoft Windows 7, Microsoft Windows, 64-Bit, Operating Systems, Software, Processors, Semiconductors, Hardware, Components
- Software downloads 2009-06-09
- Excerpt #2: Customer Experience - Chap 21 from CRM @ The Speed of Light, 4th ed.
- I have to be straight with you. I'm entering the head down, grind it, drive to the goal line when it comes to CRM at the Speed of Light's 4th edition. Which means that in other areas that I'm writing, I'm treading water. So there is a dual purpose to...
- Tags: Expectation, Interaction, Customer, Customer Experience, CRM, Strategy, Management, Paul Greenberg
- Blog posts 2009-06-04
- Philadelphia Flyers Rock! - When It Comes To Customer Experience, That Is
- Philadelphia Flyers Rock! - When It Comes To Customer Experience, That IsI might start watching more hockeyWow, what a story and I am not even that much of a hockey fan! I love the fact that you are posting a story on how an organization is succeeding in these...
- Tags: Philadelphia Flyers Rock!, customer experience
- Discussion threads 2009-05-07
- Philadelphia Flyers Rock! - When It Comes To Customer Experience, That Is
- I need to make something clear from the start. I'm a diehard NY Rangers fan when it comes to hockey. In fact, with the exception of women's soccer where I root for the Women's Professional Soccer League's WPSL Washington Freedom, I root for New York everything when it comes to...
- Tags: Program, Fan, Customer Experience, Fan Stimulus Plan, Sales Strategy, Games, Sales Force Management, Sales, Personal Technology, Paul Greenberg
- Blog posts 2009-05-06
- Apple tops PC makers in customer experience survey
- Apple tops PC makers in customer experience surveyApple beat all i switched to Mac when I had a bad experience with HP and Vista. I will never go back.Hardly surprising, is it? :-)They have absolute control over both hardware and OS and most of the applications in it, Mac...
- Tags: Desktops, Marketing research, Cyberthreats, Apple Inc., PC company, PC, customer experience
- Discussion threads 2009-04-19
- Apple tops PC makers in customer experience survey
- Apple beat all of the top PC manufactures in a survey about their customer experience. Forrester asked nearly 5,000 consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences in its Customer Experience Index 2008 (PDF, reg....
- Tags: Customer Experience, Apple Inc., Survey, Jason D. O'Grady
- Blog posts 2009-04-19
- The Ultimate Question: How to Measure & Build Customer Loyalty
- "Companies that achieve long-term profitable growth have Net Promoter Scores NPS two times higher than the average company." —Bain and Company Businesses around the world are beginning to recognize the impact of customer loyalty on profitable growth. Yet, despite the central role that service and support...
- Tags: Customer Experience, Customer Loyalty
- Webcasts 2009-04-17
- CRM Playaz Episode #5: Social Media for Closers? Nooo; Wiki Prices Up, Customer Experience Down; Celeb Twidiocy
- Okay, all. Here's Episode #5 CRM Playaz Episode #5 Brent and I not only start on the baseball season, but we do some preliminary stuff including talking about his webinar on the use of social media tools at Hubspot, which, incidentally is the Playaz...
- Tags: Social Media, Customer Experience, CRM, Wiki, Online Communications, Paul Greenberg
- Blog posts 2009-04-13
- Your ISP's customer service: Just ok is the best you'll get; Many stink
- AOL was the top Internet service provider when it came to customer service in 2008, according to a Forrester Research report. The rub: AOL's top rating based on Forrester's "customer experience index" translates into a "just ok" mark. As a group, ISPs grade out with a "poor"...
- Tags: Customer Service, America Online Inc., Internet Service Provider, Customer Experience, Forrester Research Inc., Internet Service Providers (ISPs), Internet, Larry Dignan
- Blog posts 2009-03-26
- Make Your Technology Intuitive and Profitable: How to Increase Sales While Reducing Product Returns
- Numerous controlled tests and successful product launches demonstrate the value of simplifying the user experience with "Easy, appliance-like" usability. The message should be clear for service providers and manufacturers alike a superior customer experience and simple learning curve can stimulate product sales and brand loyalty and lower product return rates...
- Tags: Customer Experience, NexAira, Product Return, Sales Strategy, Sales Force Management, Product Marketing, Customer Relationship Management (CRM), Sales, Marketing, Enterprise Software, Software
- White papers 2009-03-17
- Weaving the real-time web into brick-and-mortar retail
- Few retailers hook up their online presence to their brick-and-mortar outlets, and the minority that do rarely manage to match the quality of the online customer experience with the service levels their staff are equipped to offer in store. by Phil Wainewright
- Tags: Web, Retail Company, On-demand, Customer Experience, Retail, Phil Wainewright
- Blog posts 2009-02-18
- Customer Experience Maturity Monitor: The State of Customer Experience Capabilities and Competencies
- Off late it is happening. Across channels and touchpoints, customers are experiencing company. Whether interacting on the Web, through a call center, on the phone, by way of e-mail or face-to-face, customers are experientially assessing the extent to which company values their patronage. Those experiences are collectively serving to strengthen...
- Tags: Monitor, Customer, SAS Institute, Customer Experience
- White papers 2009-02-06
- Defining the Great Customer Experience
- There are two certainties in the support world: Customer expectations are on the rise, and support organizations must effectively differentiate from the competition to be successful. That's why it's more important than ever to fully understand the mechanics of good support. This new Association of Support Professionals...
- Tags: Citrix Systems Inc., Customer Experience, Web 2.0, Asset Management, Team Management, Scripting Languages, Internet, Operational Planning, Business Operations, Management, Software/Web Development, Web Development
- White papers 2009-01-01
- FedEx Improves Customer Experience With Integrated Mapping and Location Data
- Off late, FedEx, a leading shipping and printing services corporation, wanted to develop a more innovative online store locator to improve customer experience. Its existing application delivered static maps of routes to its locations but did not return information such as location type, available services, or business hours. FedEx chose...
- Tags: Customer Experience, Federal Express, Customer Response, Document Management, Enterprise Software, Software, Finance, Managerial Accounting
- Case studies 2008-10-01
White Papers and Webcasts
