Lead Story
Google gets in the CRM game
The most popular search term on Google Apps Marketplace is CRM. We've been wondering for a while, will now be the time Google becomes a CRM player?
Featured Video
more videosGartner's Matthew Goldman on CRM and SIs Matthew Goldman, head of IT services research at Gartner, discusses trends in CRM services, market consolidation and offers tips on finding and working with CRM service providers.
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Call Center
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Lori Bocklund, President, Strategic Contact, Inc.
Topics: Call center software and metrics
Q: Is there any ROI data on using live chat with customers in a support call center? I am using live chat customer...View answer
- How to account for temporary call center shrinkage: (Answer)
- Submit a question to our experts: (Answer)
Customer Loyalty
- Leveraging customer data to maintain customer loyalty obvious, not easy: After years of collecting customer data, companies have a wealth of information about who their customers are and who's loyal, but finding and managing that data is a daunting task. (Article)
- Customer loyalty concepts: Top 10 buzzwords: (Top Buzzwords)
- The relationship between building customer loyalty and shareholder value: (Ask the Expert)
CRM Strategy
- Customer retention vs. value retention: Studies have shown that many customers are more likely to change their buying behavior than they are to defect. Because of this, it's important that companies not only manage customer retention, but keep an eye on value retention as well. In this chapter excerpt, learn about value retention and get an overview of the cost of customer retention. (Chapter Download)
- Microsoft provides glimpse of CRM roadmap, details on CRM 5: (News)
- CRM's legacy of failure lives on: (Blog)
Evaluating CRM software
- Gartner's Magic Quadrant for customer service contact centers finds best-of-breed market: Gartner has released its Magic Quadrant for customer service contact centers but finds that no single vendor has it all. (News)
- Evaluating CRM options for the Mac: (Answer)
- Siemens’ long journey to CRM: Custom to SAP to Oracle and more: (News)
Site Highlights
- Social CRM: Special Report : Our special report on all things social CRM has everything you need to learn about social media, CRM and how to manage it all.
- What if Schumer's call center outsourcing tax becomes law? : Senator Charles Schumer is proposing legislation to tax call centers outsourced offshore. What might it mean for the industry?
- Forrester offers ways to mine more value from CRM : Companies looking to get more value from their existing CRM implementation without spending more should focus on user training and hidden functionality, according to Forrester.
- The top 10 customer experience questions : Read our list of the top ten customer experience questions from expert Lior Arussy. Learn about customer experience mapping, the chief customer officer position and more.
- Twitter Customer Service – Three Use Cases : There's more than one way to use Twitter as a vehicle for social CRM and customer service. Columnist Allen Bonde outlines three use cases.
BPM 101: What Is Business Performance Management and What Are the Benefits? - Vendor Webcast
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What's New
on searchCRM.com
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Meghan Kelly
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