• Login
  • Become a member
  • RSS
  • Part of the TechTarget network
SearchCRM.com
  • News
    • Latest Headlines
      • The Salesforce acquisition of ExactTarget: What to expect now
      • ACCE conference honors the best workers in the call center industry
      • Windows 8 operating system a marked change in touchscreen environments
      • View All News
    • Featured

      • Customer Experience Exchange

        Access Essential resources designed to help you develop and implement a winning customer experience management (CEM) strategy.

        Download Now!
  • Premium
    Editorial
    • E-Books
      • Defective mobile applications sully the customer experience
      • Social media outreach starts with strategy
      • Improving the customer experience through technology
      • View All E-Books
    • E-Zines
      • Business Information
      • Customer Experience Exchange
      • View All E-Zines
    • E-Handbooks
      • The new contact center metrics: Putting them to work
      • 3-2-1 Contact: The call center in a multichannel world
      • View All E-Handbooks
    • Research
      • Wayne Eckerson explores the market for in-memory visualization tools
  • CRM
    Topics
    • Topics
      • Call center

        Call center VoIP software, Call center agent, Call center manager, On-demand call center, Outsourcing, Software, Speech technology, Self service

        CRM management

        ROI, Implementation, Industry news, Strategies, Upgrading CRM

        Sales

        Mobile sales, Sales force automation, Strategy and effectiveness

      • Marketing

        Customer loyalty, Email marketing, Internet marketing, Marketing automation technology, Campaign management, Management strategies

        SaaS

        Evaluating SaaS, SaaS implementation, SaaS vendors, SaaS market trends, SaaS and cloud costs

        Customer data

        Analytics, Data integration, Customer privacy, Data governance, Data quality management

      • CRM software

        Evaluating CRM, Open source CRM, Small business CRM, Vertical CRM software, Salesforce, Microsoft CRM, SAP CRM, Oracle CRM

        Learning Guides
        Customer experience management

        Commerce and e-commerce strategy, CEM across channels, Customer experience management strategy, Web content management, Knowledge management, Social CRM, Mobile CRM

    • Hot Topics
      • Customer Experience Exchange e-zine
      • Social CRM
      • Analytics
      • SaaS market trends
      • Customer loyalty
  • Tutorials
    • Advice & Tutorials
      • Social CRM: Special Report
      • Customer Loyalty and Satisfaction Learning Guide
      • Marketing strategy guide
      • Sales Force Automation Learning Guide
      • Customer Self-Service Learning Guide
      • Call Center Metrics
    • Technology Dictionary
      • Find definitions and links to technical resources
      • Powered by WhatIs.com
  • Expert
    Advice
    • Tips
      • Integrate customer data for a solid social media business strategy
      • Avoid chicken shortage and other hitches with social media integration
      • Tying loose ends to improve the customer lifecycle
      • View All Tips
    • Answers
      • Tips for benchmarking call center metrics
      • Social influence tool Klout draws flak, but it has clout online
      • Contact center social will (slowly) become norm
      • View All Answers
    • Ask a Question
      • Get help from our technical community
      • Pose a question to the SearchCRM.com Experts
      • Powered By ITKnowledgeExchange.com
  • White
    Papers
    • Research Library
      • White Papers
      • Business Webcasts
      • Downloads
      • Powered by Bitpipe.com
    • Product Demos
      • Try out software demos
      • Powered By 2020Software.com
    • Partners
      • SearchCRM Partners
  • Blogs
    • Blogs
      • Voices of CRM
      • Powered By ITKnowledgeExchange.com
  • Home
  • Ask the Experts

  • Tips for benchmarking call center metrics

    Get our top tips for benchmarking call center metrics in this expert answer.

  • Klout draws flak, but it has clout online

    What are the best tools for determining online influence? Expert Zach Hofer-Shall weighs in on how to track your online clout and why it matters.

  • Contact center social will (slowly) become norm

    In this expert response, find some ways contact centers are using social media channels to manage customer contact volume.

  • Meet All Experts

Submit a question to our experts

Expert Answers

  • How do we recognize the value of customers with growth potential?

    Expert Don Peppers gives tips for recognizing the value of customers with growth potential.

  • Is CMO turnover related to a lack of interest in long-term customer value?

    Should CMOs focus on long-term customer value? Don Peppers discusses CMO turnover and customer value in this expert response.

  • Customer value and successful marketing: How are marketing trends changing?

    Expert Don Peppers discusses the impact customer value has on marketing efforts.

  • How can we motivate our call center agents to up-sell?

    Get tips for training call center agents to up-sell and cross-sell in this expert response.

  • Training for quality assurance analysts: What topics should we cover?

    Expert Donna Fluss answers a question about training for quality assurance analysts and gives tips for topics to cover.

  • Why do we look at the annual attrition rate in the call center?

    Learn the value of looking at monthly and annual attrition rates in this expert response.

  • Service level in the call center: How does it impact utilization and costs?

    Expert Lori Bocklund explains sevice level in the call center and its effect on utilization and costs.

  • The role and responsibility of a customer relationship manager

    Learn about the role of a customer relationship manager in this expert response

  • What are the basic needs of customers?

    Lior Arussy explains the basic needs of customers in this expert response.

  • Becoming a Siebel partner: What are the benefits?

    Learn the benefits of becoming a Siebel partner in this expert response.

  • Running a customer loyalty program in an indirect sales channel

    Expert Michael Lowenstein answers a question about running a customer loyalty program in an indirect sales channel.

  • Coalition loyalty programs: How can SMBs benefit?

    Expert Michael Lowenstein explains coalition loyalty programs and how SMBs can benefit from them.

  • CRM for the midmarket: Siebel CRM Professional or SAP Business One?

    Learn the strengths and weaknesses of Siebel CRM Professional and SAP Business One in this expert response.

  • How to alert call center agents when high-value customers call

    Expert Martha Rogers gives tips for alerting call center agents when high-value customers call.

  • Measuring customer worth in the financial services industry

    Experts Peppers and Rogers discuss how some financial services companies are measuring and predicting customer worth.

  • Customer worth and customer lifetime value: What's the difference?

    Expert Martha Rogers defines customer worth and customer lifetime value and explains how they are different.

  • Tips for ensuring high quality and productivity without burning out call center agents

    Expert Donna Fluss gives tips for achieving high productivity from call center agents while keeping them satisfied and motivated.

  • Lowering average handle time for the help desk

    In this expert response, Donna Fluss explains how to streamline the communication process between call center agents and the help desk.

  • Multi-language deployments of Microsoft CRM

    Microsoft CRM expert Richard Smith discusses Microsoft CRM's multi-language capabilities in this expert response.

  • Where can I find an independent CRM consultant?

    Expert Paul Greenberg reveals the best places to find an independent CRM consultant.

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
More from Related TechTarget Sites
  • Business Analytics
  • Data Management
  • SAP
  • Oracle
  • Data Management UK
  • Content Management
  • Business Analytics
    • No more shortcuts: Sound data quality strategy a must for BI success

      In the past, companies might have gotten away with not building data quality efforts into business intelligence programs. That's less likely now.

    • Member Exclusive Downloads

      Member Exclusive Downloads from SearchBusinessAnalytics

    • In-memory applications take on big data analytics challenge

      In-memory tools and big data can be a potent analytics mix. But before you put them together, read advice from experienced users and consultants.

  • Data Management
    • Events report: Information Builders Summit 2013, graph databases and more

      SearchDataManagement editors discuss the Information Builders user conference and two other events; topics include graph databases and 'data artists.'

    • From 4GLs to HTML5 desktop apps: Bringing data to the masses

      Advocating wider access to data, speakers at the Information Builders Summit 2013 traced a journey from 4GL tools to HTML5 desktop apps and beyond.

    • Enterprise data quality efforts in good company with MDM, governance

      Combining data quality initiatives with master data management and data governance programs can help ensure that data remains accurate and consistent.

  • SAP
    • Food bank network delivers with SAP mobility

      The nation's largest network of food banks is cutting out labor-intensive paper-bound processes with the help of SAP mobile technology.

    • SAP adds hybris to its SAP CRM tool set: More choices, or confusion?

      One expert calls SAP's purchase of hybris long overdue. Another wonders if SAP is confusing its own SAP CRM customers.

    • Limit returns, SAP procurement expenses with a stability study

      Stability studies, which measure how different materials respond to various conditions, can save companies huge amounts of money, writes Jawad Akhtar.

  • Oracle
    • The future of Dell Toad: Oracle DBAs can use BI, Exadata features

      Dell Toad is pushing itself into business intelligence and now has an edition to support Oracle's big Exadata appliance.

    • Unlock the potential of the Oracle Exadata architecture

      Despite being almost five years old now, many implementations haven't realized all of the Oracle Exadata architecture benefits.

    • The state of Dell Toad: Oracle DBAs and how they can still benefit

      Since Dell acquired Quest Software, maker of the Toad tool for Oracle databases and applications, some questions have arisen about what would happen.

  • DataManagement UK
    • Big data roundtable webcast: gaining value from big data

      Roundtable discussion on business value of big data, chaired by Brian McKenna, Editor, SearchDataManagementUK, and featuring Mike Ferguson, Roxane Edjlali (Gartner), Joshua LeCure (GlaxoSmithKline).

    • 2012 training courses: BI, data management, data warehousing

      Find out where to hone your business intelligence, data management and data warehouse skills with this list of training courses for 2012.

    • Poor data quality: what is dirty data costing UK organisations?

      Poor data quality can have serious financial consequences for businesses. Read about the current state of data quality management at UK companies, including dirty data problems.

  • Content Management
    • Cloud collaboration software connects at networking company Enterasys

      Enterasys Networks ended up with more users than expected when it deployed a cloud-based collaboration system. But that turned out to be a good thing.

    • Data value chain puts the focus on what matters most to a business

      In his career running data management systems for consumer goods companies, Richard Beaver has found a formula for success: the data value chain.

    • Quiz: Implementing digital asset management systems

      Take this quiz to test your knowledge of digital asset management (DAM) technologies and processes.

All Rights Reserved,Copyright 2000 - 2013, TechTarget
  • About Us
  • Contact Us
  • Site Index
  • Privacy policy
  • Advertisers
  • Business partners
  • Events
  • Media kit
  • TechTarget Corporate site
  • Reprints
  • Archive
  • Site map