Lead Story
CRM analytics seeing investment
IBM is focusing on predictive analytics; and now, so is Accenture with SAS. Much of the interest is in CRM analytics, but experts say companies needn't go to outside tools. (News)
New on SearchCRM.com
Call Center
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Lori Bocklund, President, Strategic Contact, Inc.
Topics: Business process optimization in the contact center
Q: At my company, we have lots of...View answer
- Using process optimization to increase efficiency : (Answer)
- Which call center billing model should I use?: (Answer)
Customer Loyalty
- Social media and CRM -- The marketing perspective : In his first article evaluating the marketing side of social CRM, Allen Bonde offers up some definitions and a framework for discussion. (Column)
- The top 10 customer experience questions: (FAQ)
- How to build customer loyalty: (Learning Guide)
CRM Strategy
- Building the trust of customers with Don Peppers: There are many methods for building the trust of customers, but which work the best? In this installment of our Creating Customer Value podcast series, Don Peppers discusses the effectiveness of customer testimonials and word of mouth. He provides tips for new companies looking to build the confidence and trust of new customers. (Podcast)
- Customer experience rankings show bottom-line benefit: (News)
- How can we determine the cost of keeping a customer?: (Ask the Expert)
Evaluating CRM software
- Siemens’ long journey to CRM: Custom to SAP to Oracle and more: At one point, Siemens had 500 CRM systems across the company. It has tried custom development, SAP and now Oracle CRM in an attempt to standardize. (News)
- How to research small software vendors for CRM: (Ask the Expert)
- Basic best practices for a CRM upgrade: (Podcast)
Site Highlights
- Submissions needed for product directory: We're looking for submissions for our product directories, including marketing automation and CRM suite.
- Speech analytics software product directory: Get started evaluating speech analytics software with this product directory. You'll find on-premise and SaaS speech analytics technology from a variety of vendors in the speech...
- Strategic Internet marketing tutorial: In order to develop a strategic Internet marketing plan, marketers need to understand where their customers and potential customers are going for information. In today's...
- SugarCRM's new CEO on open source CRM, cloud computing: Open source luminary Larry Augustin -- the new CEO at SugarCRM while the company looks for a permanent replacement for John Roberts -- discusses the CRM market and cloud computing.
How To Kiss Your On-Premise Call Center Goodbye - Vendor Webcast New!
- Speaker:
- Kimberly Odom - Senior Director Of Marketing, Cont...
- Mike McGowan - Customer Service Business Analyst, ...
- Sponsor:
- Contactual, Inc.
White papers
- PODCAST: A Practical Guide to Measuring Customer Satisfaction in the Contact Center - Vendor Podcast (Interactive Intelligence, Inc.)
- WEBCAST: A Practical Guide to Measuring Customer Satisfaction in the Contact Center - Vendor Webcast (Interactive Intelligence, Inc.)
- Expert strategies for making the most out of customer interactions - Expert Podcast (ColdSpark, Inc.)
What's New
on searchCRM.com
- 5 dimensions of a social media personaAllen Bonde creates a social channel persona model to look at some of the top social channels and see how they differ.
- Expert CRM predictions for 2010
- Doctors taking calls drive improved FCR
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Meghan Kelly
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