Knowledge at the Point of Action: Six Ways to Make Sure Your Customers Love Your Company Everyone knows that a great customer experience is critical. Exceptional customer experiences revolve around one central principle: knowledge at the point of action (KAPA). Learn how your marketing, customer service, and sales systems can work together to drive exceptional customer experiences.

Salesforce Customer Service & Support – Evaluation Kit Salesforce.com is the worldwide leader in on-demand CRM services. Learn how thousands of companies are using the Salesforce Customer Service & Support application to turn customers into evangelists, transform agents into brand champions, and focus on service innovation rather than infrastructure.

Webinar: Benchmarking B2B Lead Management Practices Discover what works really well and not so well. Silverpop's new Quarterly Vtrenz Benchmark Study reviews the results of BtoB lead management campaigns throughout North America. This complimentary Webinar delivers key study findings along with best practice expertise to help you create your own highly successful lead management program.

Salesforce Call Center – Free 30-Day Trial Gain insight into how thousands of organizations have harnessed the power of software as a service to deliver effective, agile service and support solutions in weeks.

Customer Experience Management Professional Certificate Training 2008 [Oct. 1-2, San Francisco; Oct. 6-7, London] Learn cutting-edge CEM methods from a team of international gurus. This 2-day course applies CEM essentials, strategies and methodologies on Marketing, Sales and Services; provides a framework with relevant guiding principles and tools for designing the best experience to your customers.