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LEAD STORY

Web 2.0 found lacking in Gartner service rankings

	Little has changed since Gartner last ranked CRM for customer-service contact centers. CRM vendors need to adapt to the changing customer service environment, Gartner warns. (ARTICLE)
	More on Call center software

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CALL CENTER

Donna Fluss
Principal - DMG Consulting LLC
Topics: Call center software and call center management


Q:	I work for an outbound call center that calls people with debt and presents them with the opportunity to refinance. My... VIEW ANSWER

CUSTOMER LOYALTY

	Customer loyalty concepts: Top 10 buzzwords: We've compiled this list of customer loyalty concepts to help you understand, create and manage customer loyalty programs in today's organizations. (TOP BUZZWORDS)
	Maximizing shareholder value through customers (PODCASTS)
	Customer experience management: Top five headlines (SPECIAL REPORT)

CRM STRATEGY

	SAP and RIM team to bring native CRM to BlackBerry: Running SAP CRM natively on the BlackBerry -- and other SAP applications in the future -- promises to change the mobile access game, according to SAP. (ARTICLE)
	Understanding customer behavior with Don Peppers (PODCASTS)
	Lessons learned from CRM-ERP integration (WHAT'S NEW)

EVALUATING CRM SOFTWARE

	Gartner: CRM spending looking up: The economy isn't keeping CRM down. CRM spending is expected to grow 14% this year, according to Gartner. (ARTICLE)
	The ROI of speech analytics for the call center (OPINION)
	Microsoft Dynamics CRM 4.0: Special report (SPECIAL REPORT)

	SITE HIGHLIGHTS

Call Center Metrics School: Measuring and understanding metrics can be a pain point for call center managers. With that in mind, SearchCRM.com teamed up with Strategic Contact to brin... Understanding schedule adherence: Schedule adherence can be used to ensure that call center agents work the amount of time they are scheduled to work. This guide includes expert podca... Speech analytics software: Top 10 headlines: We've gathered the top headlines on speech analytics to help you decide if the technology makes sense for your organization. Microsoft Dynamics CRM 4.0: Special report: Get the latest Microsoft Dynamics CRM 4.0 news and information. Browse recent headlines and expert advice and read exclusive coverage from ... Sales compensation best practices quiz: Use this quiz to test your knowledge of sales compensation management and sales compensation automation tools.

	WHAT'S NEW

	Take our survey: Earn $5 in 5 minutes! The editors of SearchCRM.com want to quiz you on your top priorities & challenges for the remainder of 2008. Take five minutes to complete our online survey and get a $5 Amazon.com online coupon to spend on yourself!
	MDM for the Enterprise
	Marketing metrics: Top ten buzzwords
	Improve customer loyalty

	EDITOR

Lauren Hoyt Take our new CRM survey.

MORE NEWS

Web 2.0, multichannel tools found lacking in latest Gartner customer service rankings
Little has changed since Gartner last ranked CRM for customer-service contact centers. CRM vendors need to adapt to the changing customer service environment, Gartner warns. (ARTICLE)

The ROI of speech analytics for the call center
Because speech analytics is new and relatively unknown both within the call center and across the enterprise, it can be perceived as a risky investment. But early adopters have fou... (COLUMN)

SAP and RIM team to bring native CRM to BlackBerry
Running SAP CRM natively on the BlackBerry -- and other SAP applications in the future -- promises to change the mobile access game, according to SAP. (ARTICLE)

Gartner: CRM spending looking up
The economy isn't keeping CRM down. CRM spending is expected to grow 14% this year, according to Gartner. (ARTICLE)

Microsoft launches CRM Online
Microsoft's on-demand CRM application is now available, and the company is taking aim at Salesforce.com. (ARTICLE)

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