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

• Anytime, Anywhere Access to GoldMine®
• Best Practices in Salesforce Automation