Unlocking Knowledge to Engage Customers – Barriers and Benefits [report]
Customer-centricity drives revenue. A recent survey found that 63% of executives believe that customer centricity would drive revenue, but significant barriers (information and organizational silos) stand in the way. Discover how a surprisingly intuitive and flexible technology can break down these silos to help you engage customers and drive revenue.

12 Components of a Successful Knowledge Management Strategy [report]
Reduce excessive service times, increased cost to serve, and high customer churn with a proven knowledge management platform. Download this report based on independent research to learn how to create a competitive advantage.

Customer Experience Management Maturity: Going Beyond the Single Touchpoint [report]
When you are mapping a route to your intended destination, you have to know your start point. Such is the case with improving the customer experience. Read Gartner’s CEM Maturity model to understand which maturity stage is the best start point of your journey. Gather inspiration for the customer experience programs you intend to shape.

The Power of Text Analytics in Customer Experience Programs [paper]
For many customer experience professionals, the next challenge is how to deal with unstructured data and analyze text from surveys, online forums and social media. This white paper reveals the four key elements to unlock the potential of unstructured data and translate it into business value for your customer experience program.

Consumer Views of Live Help Online 2012: A Global Perspective [report]
This survey asked more than 3,000 consumers worldwide about their use of customer service channels such as call centers, live chat, click-to-call and email. Learn how Live Help and social media are impacting your customers and where other professionals are investing.

Voice of the Customer: Generating Return on Investment [paper]
Customer Experience Management (CEM) has become a top-management priority, so it's critical to show how CEM will improve customer interactions, enhance their loyalty and cut costs. Learn how a Voice of the Customer (VOC) program can help you learn what's working, or not, with today's demanding customers.

CMO Imperatives for 2012: Use Technology to Move from Experimentation to Driving Results [report]
As technology evolves, CMOs must address the growth of social media from "cool tool" to a critical connector with customers. Technology can help tie initiatives together seamlessly across fragmented marketing, sales, and service channels. This Forrester report will help determine where to place strategic bets in this pivotal year.

5 Questions That Should Drive Your CRM Plan [guide]
Download this free guide based on new research from Forrester Research, Inc. to help ensure you have an effective CRM plan with a balance of strategy, technology, process, and people. Start improving your customer experience today!

CA Technologies Increases Customer Centricity [case study]
CA Technologies had some ambitious goals: improve engagement across all channels increase the efficiency and productivity of its call center agents and reduce costs, all without adding headcount. Learn how they achieved dramatic results, including a 15% reduction in case resolution time and a 10% increase in customer self-service satisfaction.

The New Messaging Mandate: A Customer-Focused Approach Will Help You Escape Siloed Messaging [report]
Over the years, direct messaging options have expanded from traditional mail and telemarketing to a myriad of digital channels including email marketing, social marketing, SMS and mobile app push notifications. This Forrester report will help interactive marketers prepare messages across digital touchpoints as channels overlap and customers increasingly use multiple platforms.

The Definitive Guide: Marketing Metrics & Analytics [paper]
This comprehensive guide shows marketers how to talk to CxOs about forecasting and reporting, and drive revenue by leveraging metrics that matter. With compelling graphics and real examples, learn the best practices for harnessing data to prove and improve marketing ROI.

The Secrets to Selecting a Marketing Automation Solution [paper]
Choosing the right marketing automation system isn't easy. This sample RFP, consisting entirely of actual questions from real RFPs submitted to Marketo, will teach you the 12 key areas for marketing automation success and ensure you make the right choice!

How to Use Customer Experience Metrics to Drive Business Results [on-demand webinar]
CEM expert Bruce Temkin discusses the biggest blind spots in how companies measure the customer experience, and how companies link customer experience metrics to financial and operational goals. Scott Buchanan of Medallia reveals four ways to apply customer experience metrics to drive business results.