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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The contact center of the future is here
What started as a call center phone bank has morphed into a multipurpose operation aided by AI. This guide explores the contact center as it evolves into a critical CX force. Continue Reading
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Salesforce Dreamforce 2019 news, events and highlights
Dreamforce 2019, Nov. 19 to 22 in San Francisco, promises a variety of announcements and events. Follow this guide for all the happenings during the conference. Continue Reading
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Customer data management tools shape personalization, boost CX
In this guide, learn about the many tools, including customer data platforms, that collect and analyze data from disparate sources and provide a single, 360-degree customer view. Continue Reading
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Customer service technologies revolutionize CX engagements
This Essential Guide examines the strategic and multidimensional role customer service and its technologies now play in personalized customer experiences over multiple channels. Continue Reading
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Multipronged digital customer experience strategy enriches CX
The digital experience is an everyday facet of life. Learn how businesses are using tools and technologies to engage consumers and devise and manage effective CX strategies. Continue Reading
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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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Customer experience affected by key touchpoints
Many factors contribute to customer experience. 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
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A guide to mobile CRM applications
Mobile CRM applications help organizations keep up with their on-the-go customers, improve customer service and retain customer loyalty. Continue Reading
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A guide to call center analytics
Call center analytics creates a more personalized customer experience, and organizations from health care to Disney are rapidly seeing the rewards. Continue Reading