Business Case:CRM and customer service projects
CRM and customer service projects
It's important to understand the business drivers behind CRM before embarking on a customer relationship management or customer service project. In this ROI series, CRM experts will explain the benefits of CRM and call center initiatives how to use them in your organization.
New in this guide
- Outsourcing the call center: Building a business case (Outsourcing the call center: Business case)
- CRM software upgrades: Building a business case (CRM software upgrades: Business case)
- Customer satisfaction surveys: Building a business case (Customer surveys: Business case)
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Remote call center agents: Business case
It's important to understand the business drivers behind remote, or at-home agents in the call center. Donna Fluss, call center expert, explains the benefits behind using remote agents to handle call center traffic.
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Outsourcing the call center: Business case
Today more than ever, organizations are looking at outsourcing as a viable alternative to an on-site call center. In this business case, Richard Snow, VP and research director at Ventana Research, outlines some compelling reasons why outsourcing might be the right choice for your call center. Learn how outsourcing the call center can help your company avoid high levels of capital investment and reduce costs involved in ongoing operations, meanwhile ensuring that you stay focused on the core business.
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SaaS CRM: Business case
If you're considering hosted 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 internally as well as the questions they should ask a vendor when considering SaaS.
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Self service: Business case
There may be straightforward benefits to self service, but it is imperative to understand the true "gotchas" that can make self service technology work for your organization. In this business case, Allen Bonde outlines key business drivers and reveals the true reasons to implement self service.
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CRM software upgrades: Business case
CRM software upgrades eventually become necessary for most businesses, but they bring specific challenges and best practices. Find out how to build a convincing business case for a CRM software upgrade, and what must be included to ensure the success of the updated systems throughout the organization.
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Customer surveys: Business case
Satisfied customers stay with a company longer, spend more money, give better referrals, and cost less in ongoing support. In this business case by Richard Snow of Ventana Research, you'll learn how effective customer surveys can improve customer satisfaction and provide significant cost savings for the organization.
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