Mining for Gold in Customer Service Experiences

View this netcast to hear Bill Price, president of Driva Solutions, and Tim Hines, vice president of product management for Consona CRM, give you insight on how to listen for clues to customer service issues, capture valuable information to improve that experience, and orchestrate the process changes effectively using the Consona CRM Total Customer Management (TCM) approach.

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How to Drive New Revenue with Marketing Automation

Marketing organizations are facing new challenges to get their message out and produce a better return on their efforts. In this Netcast, Rob Bois, research director of customer management strategies for AMR Research, presents findings on how the landscape of marketing has changed and how marketing automation is becoming key to overcoming the challenges faced. Rob is joined by Ray Rebello, director of product marketing for Consona Corporation and Bethanne Lamb, product manager for the Onyx solution, to provide you with a preview of Million Handshakes, a world-class dialogue marketing application which can work with your CRM solution to easily overcome the marketplace challenges via its simple, yet powerful, interface to create intelligent, personalized marketing campaigns.

Watch recording of this AMR Webcast.

Adaptive CRM: Why it's Key to Your Business Success

This netcast includes industry thought-leaders Forrester Research and Onyx. Hear how the changing marketplace and consumer preferences are changing the requirements of CRM solutions. Forrester will discuss the shift in preferences for enterprise software purchases, changing customer expectations, and key criteria that should be considered when buying a CRM solution. Onyx (now a Consona CRM solution) will present how their suite of CRM products can help businesses adapt to the changes in both business and technology.

Listen to the audio recording of this NetCast.

Creating an Unforgettable Customer Experience

View this netcast to hear William Band, Principal Analyst and member of the Business Process & Applications team at Forrester Research and Hilary Harding, Application Specialist at Seattle Mariners share how organizations are able to distinguish themselves by providing an exceptional customer experience..

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Creating metrics that identify customer value and profitability

Rob Bois, Research Director, Customer Management, for AMR Research, will provide guidelines on how organizations can generate competitive advantage through the identification of its high value customer relationships.

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Best Practice Processes & Metrics for Customer Centric Operations

View this netcast to hear Richard Snow, Vice President and Research Director, Contact Center Performance, for Ventana Research, share a progress report and provide insight on best practices, analytics and how companies are keeping ahead of the competition.

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Dashboarding Best Practices

View this live Netcast and learn how Onyx Performance Management software, in partnership with business intelligence leader Cognos, offers a unique and powerful solution for the enterprise that delivers on the dashboard promise.

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Trends in Customer Management

Sheryl Kingstone tells you what's really going on in the marketplace, what it means for buyers and what's coming in '06. She uncovers the hidden agenda of BI, BPM and analytics and discusses how the enterprise is DOA without them.

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Step Beyond CRM Netcast

Stepping beyond CRM into process management can maximize the return on your business investments. View this special Netcast to highlight the steps you can take to enhance the performance of your organization. Process management will:

• Lower your development costs.
• Help you modify processes to respond to market changes
• Ensures consistency and control throughout your organization
• Orchestrate complex customer processes within and across departments.

PowerUp! 5 Ways to PowerUp Your Business with Onyx Netcast

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• Rise above the noise
• Outsmart competitors
• Extend corporate headquarters
• Leverage your contact center
• Use your corporate data

Fusing CRM and BPM to Build a More Profitable Enterprise

Please join us for a WebCast co-sponsored by InformationWeek and Onyx featuring Gartner Analyst and BPM expert, Jim Sinur, Jim will share insights on how to evaluate the benefits of a combined CRM/BPM solution.

This interactive WebCast is focused on the opportunities and challenges posed by up and coming BPM technology, process scripting, call scripting and the positive benefits these technologies can have on your organization.

Jim Sinur is an expert on BPM and will discuss:

• What BPM technologies are currently available
• The benefits of merging BPM and CRM
• Strategies for success in leveraging and streamlining business processes

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Download Copy of Presentation

A Financial Strategy for implementing CRM *

* Requires the WEBEX PLAYER. Click here to download the WEBEX PLAYER.

Presented by Rod Matthews - Knowsley MBC, Ian Lever - NCC Group & Onyx Software

Learn how Knowsley Metropolitan Borough Council has identified cost savings of over £250,000 in just two service areas resulting from the implementation of Onyx Software's CRM solution. This exclusive Webinar will help you understand the financial considerations of implementing (CRM) technology and the tools available to measure the cost savings and process efficiencies.

The Webinar will be split in two parts:

1) Benefits Realisation at Knowsley - A Case Study by Rod Matthews, Head of Knowsley MBC

2) A Proof of Concept Methodology for Measuring CRM Success (the Benefits Realisation & ROI toolkit prepared for the CRM National Project) - Ian Lever - National Computer Centre

*Please Note: You may be prompted to download a WebEx player which is needed to view this Webinar. The player is approximately 2 MB in size and only needs downloading once.

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Cambridgeshire CRM and Contact Centre Web Seminar

• To offer a better service for Cambridgeshire citizens through a single point of contact - (with a target of 80% of calls resolved first bounce)
• To improve process efficiencies and generate long-term cost savings both at county and district level through more effective resource utilisation
• To drive forward progress on reaching the Government's 2005 ESD target

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Adaptive Customer Interactions: How to Define Unique, Customer-Centric Business Processes

Are your customer interactions as streamlined and efficient as they can be? More importantly, are you maximizing every customer interaction? Managing customer relationships involves more than just logging and tracking data. It involves the execution of end-to-end business processes that revolve around the customer. Attend this event to learn how to better equip novice and experienced employees with the tools to drive more efficient business processes that produce greater value for you and your customers.

Join Onyx and CRM Magazine to learn how you can:

• Increase revenue with tools to better equip employees to cross-sell and up-sell
• Reduce customer churn by offering a unique and memorable customer experience
• Improve productivity by consolidating multiple systems, eliminating excess training
• Learn how ASB Bank and Amway are offering unique experiences that are driving business and reducing cost.

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