• Web self service: Building a business case

    Beyond the allure and seemingly straightforward benefits of self service lie a few "gotchas" that are critical to both leveraging and building a credible, sustainable business case for self service. Allen Bonde, Senior Vice President of Strategy & ...  Continue Reading

  • Exploring customer behavior

    Market-Driven Thinking provides tools for learning about how executives and customers think within marketplace contexts. This book asks how we actually go about thinking, examining this process and its influences within the context of ...  Continue Reading

  • Exceptional Selling -- How The Best Connect and Win In High Stakes Sales

    Learn advice for sales and marketing communications for high stakes sales in this chapter download from Exceptional Selling: How The Best Connect and Win In High Stakes Sales. Author Jeff Thull is the President and CEO of Prime Resource Group...  Continue Reading

  • SaaS and on-demand CRM: Building a business case

    If you're considering on-demand CRM, take the time to make sure it will yield quantifiable business improvements. In this business case for Software as a Service (SaaS) CRM, contributor Dan Merriman outlines the questions an organization should ask ...  Continue Reading

  • MySAP CRM Interaction Center

    If you're working with mySAP CRM, you can't afford to miss this chapter from SAP PRESS. Chapter 3 on Technical Principles introduces the technical basics of Interaction Center WinClient, Interaction Center WebClient, and the functionality for the ...  Continue Reading

  • Call center outsourcing face-off

    Outsourcing has long been a heated debate for call center and CRM professionals. Get in on the debate with call center experts Lori Bocklund of Strategic Contact and Richard Snow of Ventana Research in this face-off on call center outsourcing.  Continue Reading