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CRM Software Resource Library
The Consona CRM Resource Library offers you access to the white paper titles listed below as well as links to relevant web seminars, customer case studies, product brochures and more. Follow the links below to get started.
The Business Case for a Fresh Start
Many companies struggle to extend, integrate, customize and twist their legacy tools to meet the demands of today's customers and business models. But with new technology, organizations can dramatically lower costs by empowering customers to help themselves and each other. They can measure and manage the entire support experience--not just what gets logged as a service request. And they do this without trying to teach an old tool new tricks.
Download now to hear from industry thought leaders David Kay and Tim Hines as they explain why it's often better, easier and cheaper to start fresh.
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Service and Support: Made to Measure
Traditionally, measuring support operations has been straightforward: shorter hold times are better, higher abandonment rates are worse. Adding knowledge management to case management makes measurement much more complicated, especially in today's increasingly complex service and support operations. But, in conjunction with our customers, we've developed five measurement principles that lead to success.
Download now and learn how to build your roadmap to success using analytics.
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How to Make Service and Support Your Revenue Engine
The choice for service and support executives is simple. Do you want to be managed down as a cost center or squeezed as a direct profit center? Or do want to take your proper place in the boardroom as the chief customer advocate and the driver of customer loyalty, revenue, and profit?
Download now to hear from industry thought leaders David Kay and Tim Hines about the astonishing power service and support organizations have with a new kind of technology that tightly integrates case tracking and knowledge into a seamless whole, using knowledge to improve the resolution of every customer case.
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Thinking Outside the (Search) Box: Powering Enterprise Search with Knowledge
The case for effective enterprise search is clear: enterprises are drowning in unstructured information, and search can help employees collaborate, reuse existing work, and get the specific facts they need to do their jobs. But to be effective, enterprise search demands effective knowledge management.
Download now to find out why search alone isn't enough.
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Do You Want to Help Customers with Knowledge? (Or Do You Just Want to Buy a Knowledgebase?)
Too often, organizations equate implementing knowledge management with buying, installing and training agents on a knowledgebase tool. Technology is a critical component of KM success, but it's only one component. Further and, unfortunately, many of the knowledgebase modules on the market don't support healthy practices for capturing, maintaining, and improving knowledge for service and support.
Download now to learn about the common traps to avoid when launching (or relaunching) a KM initiative.
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Building Loyalty in a Web 2.0 World
For decades the support relationship between a company and its customers was well defined, but the old rules of customer engagement have been replaced by a customer-centric view. Customers share information and solutions with each other, often bypassing support. Can embracing the movement build customer satisfaction?
Download now and learn how to use the web 2.0 movement to your advantage.
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The Future of the Customer Experience
Your customers are fully immersed in the web 2.0 world - email, texting, forums, MySpace, blogging, YouTube and on and on. When it comes to service and support, these customers expect instant gratification—the ability to contact anyone at any time, online answers, and informed sales and support agents. They have little patience for cumbersome phone trees, FAQs and music-on-hold.
Download now and explore the changing landscape of customer expectations, the technology needed to meet those expectations, and the right metrics to measure.
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Additional Information in the CRM Resource Library
Don't just take our word for it. Find out how our customers are making the most of every customer experience using Consona CRM solutions. We offer an extensive list of case studies across many industries.
You'll also find links to our latest educational web seminars hosted by the industry's leading publications and industry analysts. Current titles include "Creating the WOW Customer Experience: Delivering Support Capabilities to Exceed Expectations" and "Find the Big Payoff in Customer Service Using CRM" featurning Sheryl Kingstone of Yankee Group.
Finally, we keep this page updated with links to the latest company and product brochures.
Just follow one of the download links above and you will have access to the entire Resource Library. |
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