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Factoid: The average US worker spends 19% of their time searching for the knowledge that they need to get their jobs done (Harvard Business Review, “Social Media’s Productivity Payoff,” August 2012). In a 1,000 person organization with an average salary of $50,000, that’s $10 million spent on searching for stuff! So how can we put this information easily into the hands of customer service? In the most recent release of Dynamics CRM, Microsoft has put a ton of attention into the features used by call centers and customer care teams.
Many improvements to Dynamics CRM were announced last week at Microsoft Convergence 2015. But CRM isn't really just one application anymore - there are a host of things that companies need to consider in order to work together better both externally with customers and internally with employees who are striving to serve those customers. This article looks at recent and upcoming improvements to Microsoft Dynamics Marketing (MDM), Social Listening, Parature and Unified Service Desk; as well as some of the more standard products such as Excel, SharePoint and Outlook.
The complementary paper includes over 12 years of research, recent survey results, and CRM turnaround success stories.
This 60-second assessment is designed to evaluate your organization's collaboration readiness.
Learn how you rank compared to organizations typically in years 1 to 5 of implementation - and which areas to focus on to improve.
This is a sandbox solution which can be activated per site collection to allow you to easily collect feedback from users into a custom Feedback list.
Whether you are upgrading to SharePoint Online, 2010, 2013 or the latest 2016, this checklist contains everything you need to know for a successful transition.