White Papers
Available White Papers
ITIL
- Firms Must Take ITIL Beyond IT Operational Goals (Forrester Research - Trends)
- Learning New Lessons...ITIL Updated: ITIL V3 (FrontRange Solutions)
Contact Centers
- Strategies for Implementing a World-Class Customer Contact Center (FrontRange Solutions)
- Key Elements to Making a Customer Contact Center Work (FrontRange Solutions)
Sales and Marketing
- Managing Your Most Precious Asset: Your Customers
- Integrate Sales and Marketing -- Create a Convergence for Better Lead Management
- Mastering the Marketing, Sales and Service & Support Cycles for Small to Mid-Sized Businesses (FrontRange Solutions)
- Build a Centralized Sales and Marketing Database and Build Your Business (Front Range Solutions)
- The Mid-Market of Customer Relationship Management Goes Mainstream
- Automating Leads to Sales - Prioritize Leads Stop Tracking Dead Leads
(Aberdeen Group) - The CMO's Strategic Agenda Series: Creating a Customer-Centric Marketing Organization. (Aberdeen Group)
- Industry Best Practices in Service Contact Centers and Support Desks (Aberdeen Group)
HEAT
- Transforming
From Help Desk To Service Desk
Volume II: Beware the Seven Deadly Sins - Transforming From Help Desk to Service Desk
Volume III: Essential Process Automation Capabilities - Transforming From Help Desk to Service Desk
Volume IV: Getting Self-Service Right with Six Simple Steps - Transforming From Help Desk to Service Desk
Volume V: Three Keys to Lowering Your Total Cost Of Ownership
GoldMine
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