Essential Guides
TechTarget editors have curated a collection of “essential” articles on key IT topics. These articles have been packaged into guides which offer our readers comprehensive, problem solving content to help inform and guide their research.
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Modernization in today's contact centers
Strategies, trends and best practices for modernizing today's contact center are examined in this essential guide. Continue Reading
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Guide to customer experience management best practices, technologies
Customer experience management is growing. Learn about technologies, strategies and best practices that businesses are applying to their CEM. Continue Reading
Editorial
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Guide to AI in customer service using chatbots and NLP
Learn how AI and natural language processing technologies work together to create virtual agents. Examine the benefits of chatbots in contact centers and the skepticism surrounding their use. Continue Reading
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GDPR compliance requirements for CRM managers
Learn how the General Data Protection Regulation applies specifically to the CRM space and how managers can best ensure compliance within their organizations. Continue Reading
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Dreamforce 2018 conference highlights and key takeaways
Salesforce will reveal new features, tools and platform updates at Dreamforce 2018 in San Francisco Sept. 25-28. Use this guide to stay up to date. Continue Reading
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CRM case studies: Customer relationship management in action
CRM for today's businesses means AI chatbots, data mining, marketing personalization and equipping call centers to handle the many channels available to customers. Continue Reading
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Dreamforce 2017 conference coverage
The Dreamforce 2017 conference took place in San Francisco on Nov. 6-9. Continue Reading
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Evaluate CRM platforms and marketing tools to stay competitive
The right CRM products can give organizations a competitive edge by helping them identify, attract and retain customers. Learn how to select the right tools for your organization. Continue Reading
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Dreamforce 2016 coverage
Conference coverage for Dreamforce 2016 in San Francisco covering updates on new innovations and developments in Salesforce products and beyond. Continue Reading
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Inside the Salesforce platform: The Salesforce clouds
Salesforce began as a cloud-based CRM provider but has stretched its tentacles into several new areas of operation with the Salesforce clouds. Is it truly a platform provider? Continue Reading
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A buyer's guide to choosing the right CRM product
This buyer's guide examines the key factors that can help simplify your search for the CRM product that best meets your organization's needs and objectives. Continue Reading
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Dreamforce 2015 conference coverage
Salesforce continued to tout products such as Wave and Lightning at Dreamforce 2015 while also introducing users to new ones like its IoT and Health Clouds. Continue Reading
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CRM leadership: Buying, managing and running a system
Implementing a CRM system is more than just buying software. Executives need to tap into their leadership skills to select the right CRM system and ensure that it brings the desired benefits to the organization. Continue Reading
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Dreamforce 2014 trends: IT convergence in full force
A mobile-first world and business-friendly analytics defined DF14. But the real theme was how Salesforce enables IT systems to work together. Continue Reading
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Customer experience affected by key touchpoints
Many factors contribute to customer experience. Continue Reading
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Contact center outsourcing: Friend or foe?
This essential guide examines outsourcing contact center operations, focusing on aspects such as customer experience, security and performance. Continue Reading
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A guide to call center metrics
Call center metrics have changed over the years, especially with the advent of social media. Discover how call centers have kept pace with the times. Continue Reading