Open Resource Library
Best practices from leading solution providers.
Looking for white papers, success stories and third-party research? Business insights and best practices come from lots of different sources, including leading solution providers. To submit your own thought leadership for consideration, please visit our ORL submission form (login required).
Voice of the Customer
Are You Listening? Why Your Customer Experience Program Will Fail Without the Voice of the Customer - Posted: April 2013
10 Rules to Recover from an Online Brand Attack - Posted: February 2013
Crafting Your Influencer Program - Posted: February 2013
The Truth About Sentiment & Natural Language Processing - Posted: February 2013
The Promises and Pitfalls of Social Media Research - Posted: January 2013
Why the Bank Customer Experience Matters - Posted: January 2013
How Brands Can Optimize Social Strategies with Analytics - Posted: January 2013
Customer Care in a Social World: Are We There Yet? - Posted: January 2013
The Network Executive’s Social TV Survival Guide - Posted: January 2013
Axiom Case Study - Posted: January 2013
Nailing Social Media Marketing ROI - Posted: January 2013
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Marketing
NEW! 17 SEO Myths You Should Leave Behind in 2013 - Posted: May 2013
NEW! The Definitive Guide to Marketing Automation - Posted: May 2013
NEW! Consumer Views of Email Marketing - Posted: May 2013
NEW! Best Practices for Marketing Excellence & Operational Efficiency - Posted: May 2013
NEW! How to Succeed with Marketing Automation - Posted: May 2013
NEW! Marketing Automation Success Kit - Posted: May 2013
10 Things to Cut From Your Marketing - Posted: April 2013
Customer Experiences that Engage and Convert - Posted: April 2013
Account-Based Marketing in 2013 - Posted: April 2013
Managing the Social Media Mix - Posted: March 2013
Seven Power Lessons for Customer Experience Leaders - Posted: March 2013
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Sales & Customer Service
Embracing the Mobile Channel To Deliver an Exceptional Customer Experience - Posted: April 2013
How to Easily Make Your IVR Visual - Posted: April 2013
Content As a Competitive Advantage - Posted: April 2013
Treat Your Agents Well: Service Thrives on Engaged Employees - Posted: April 2013
Customer Service Spotlight: 5 Trends for 2013 - Posted: April 2013
Mobile as the New Engagement Channel - Posted: April 2013
Clone Your Best Agents - Posted: April 2013
Four Reasons Why Proactive Customer Care Means Customer Loyalty - Posted: April 2013
Seven Power Lessons for Customer Experience Leaders - Posted: March 2013
Customer Care in a Social World: Are We There Yet? - Posted: January 2013
10 Quick Wins For Sales & Marketing - Posted: September 2012
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Business Intelligence
Business Intelligence for Nonprofits - Posted: November 2012
Top 10 Trends in Business Intelligence for 2012 - Posted: September 2012
The Business Intelligence Competency Center: Enabling Continuous Improvement in Performance Management - Posted: September 2012
Making Sense of Big Data through Business Discovery - Posted: August 2012
Visual Analytics for the Masses - Posted: August 2012
How to Select a Business Intelligence Vendor - Posted: August 2012
Completing a Requirements Analysis for a Successful Mobile Learning Strategy - Posted: July 2012
Semantic Alignment: Why it Matters - Posted: July 2012
The 7 Deadly Sins of Dashboard Design - Posted: July 2012
Open Data: Driving Growth, Ingenuity and Innovation - Posted: July 2012
Gaining a Provider-Centric View - Posted: July 2012
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Operations & Infrastructure
15-Minute Guide to Extended Enterprise Collaboration - Posted: January 2013
Seven Secrets to Socializing Knowledge - Posted: January 2013
Building a Better DAM - Posted: October 2012
Getting Started with Digital Asset Management - Posted: October 2012
Avoiding the Invisible Dangers of DAM - Posted: October 2012
The 13 Cost Areas for a Digital Asset Management System: Insights into Measuring the TCO of Successful DAM Deployments - Posted: September 2012
Big Data Strategy Guide - Posted: August 2012
5 Reasons Post-Production is Ready to Go Completely Non-Linear - Posted: August 2012
Marketing Globally, Locally and Regionally in a Regulatory Environment - Posted: August 2012
Using Digital Asset Management to Automate Video Creation, Production and Editing Workflows - Posted: August 2012
Video, Social Networking & Your DAM - Posted: August 2012
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