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  • 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

  • Changes in CRM and CRM 2.0

    I've noticed that there is a lot of talk about changes in CRM or CRM 2.0. What is that?

  • SAP's marketing on-demand features vs. Oracle's marketing automation software

    SearchCRM.com's expert discusses SAP's new marketing on-demand features and provides a handy table comparing SAP's and Oracle's marketing on-demand solutions.

  • SAP CRM on-demand -- preview of Wave 3

    SearchCRM.com's SAP expert compares open source software options, offers advice for a 30-member customer service team looking for help with customer disputes, inquiries and feedback management, and...

  • Using real-time analytics for personalized up-selling and cross-selling

    In this expert advice response, contact center expert Donna Fluss discusses software solutions that allow customer-tailored cross-selling and up-selling.

  • What's the best CRM software for a midmarket sales force?

    SearchCRM.com's expert helps a midmarket CIO decide whether on-demand or on-premise SAP CRM software is more appropriate for his group of 75 sales agents.

  • On-demand CRM -- benefits and drawbacks

    SearchCRM.com's SAP CRM expert analyzes SAP's commitment to the on-demand market and discusses tech-savvy users and the potential for on-demand software that meets user needs more quickly, especial...

  • Evaluating quality monitoring vendors

    Evaluating quality assurance technology? Donna Fluss compares quality monitoring vendors in this expert advice response.

  • SAP's on-demand CRM vs. Salesforce.com

    How does SAP's on-demand CRM stack up to Salesforce.com? Learn the answer in this expert tip from Alan Winters.

  • CRM on demand cheat sheet: A CRM vendor short list

    Use this list of on demand CRM vendors that offer CRM on demand and on premise packages to help during the evaluation process.

  • Are Salesforce.com's outages a big concern?

    Read advice on the importance of reliable connectivity and how on-demand CRM stacks up.

  • Is a hosted contact center a viable option for companies of all sizes?

    Debating about hosted call centers? Learn three basic hosting solutions for hosting call centers in this expert tip.

  • Hybrid CRM deployments -- advantages and disadvantages

    Read this tip to understand what hybrid deployments really are and to analyze the advantages and disadvantages of this CRM deployment option.

  • Will PRM get its time in the limelight?

    Paul Greenberg helps evaluate PRM offerings and speaks on where to locate information on PRM.

  • Evaluating CRM for higher education

    Paul Greenberg advises a reader from an Australian university looking for a CRM solution.

  • SAP CRM or SAS for a manufacturing company?

    Learn about evaluating CRM for manufacturing in this tip from Paul Greenberg.

  • Help! We need CRM training following an implementation

    Looking for quality training in CRM? Paul Greenberg offers advice on CRM training programs.

  • How can I achieve a better ROI for CRM in a faster time frame?

    Read Tom Pisello's advice on why data integrity is essential for fast ROI with CRM.

  • Quantifying soft ROI vs. hard ROI for CRM

    Read Tom Pisello's advice on defining soft ROI and hard ROI for CRM in this expert tip.

  • Do ROI calculators have proven value for direct marketing campaigns?

    CRM ROI expert Tom Pisello explains how companies are seeing direct marketing benefits.

  • Do you believe in Peppers & Rogers' Return on Customer concept?

    Read an evaluation of the Peppers & Rogers' concept of Return on Customer (ROC) for CRM.

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