Bookshelf:CRM and call center

CRM and call center

General CRM books

SearchCRM.com's bookshelf collects book excerpts from CRM, CRM project planning, CRM software and CRM management books. You'll find chapters from books on managing CRM, implementing CRM and using specific vendor software, including mySAP CRM and Microsoft Dynamics CRM. Browse all chapters to find useful advice for implementing and managing all your CRM software and CRM projects.

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  • What is open source?

    Chapter Download -  Many people are unclear about what open source is and who can benefit from it. In this chapter, open source software expert Bernard Golden gives an overview of the open source software model, covers open source basics and discusses the different...

  • Customer retention vs. value retention

    Chapter Download -  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...

  • Microsoft Dynamics CRM 3.0: Security settings

    Chapter Download Library -  Microsoft's CRM security model allows you to update and change security settings on the fly. By customizing security settings, you can construct a security and information access solution to meet the CRM needs of your organization. Learn more in this...

  • Pre-built CRM On Demand reports for sales

    Chapter Download -  This chapter from Oracle CRM On Demand Reporting outlines the various pre-built on-demand sales reports available in Oracle CRM On Demand. Read on to find an overview of each kind of report, including an explanation of what sales information is provided...

  • Customer development and termination strategies

    Chapter Download -  As most successful CRM practitioners know, there's a time to develop customer relationships and a time to unload unprofitable customers. In this chapter excerpt, learn strategies for developing profitable customers and get tips for using CRM technology...

  • Developing open source software

    Chapter Download -  The developers of the open source software development community are responsible for developing open source software. In this chapter, learn more about the open source development community, the type of people that write open source software and whether...

  • Return on Customer: Chapter 1, Open Letter to Wall Street

    Chapter Download -  "Return on Customer," by Martha Peppers and Don Rogers, offers a new way of looking at customers that encourages customer loyalty, more customer retention and ultimately higher and better profits. Return on Customer (ROC) is equivalent to total...

  • Tip: Apply the power of CRM to build customer loyalty

    Tutorial -  This tip from "Technology and Customer Service: Profitable Relationship Building" by Paul R. Timm explains what CRM is and why it is a key part of building customer loyalty. Find out what makes up a CRM system and the steps to a successful CRM deployment.

  • The mashup and the user

    Chapter Download -  Learn about the mashup and the user and the future of enterprise mashups. Discover the benefits to using mashups in your organization and find out about the fragility score.

  • SAP CRM overview: Marketing campaign software

    Chapter Download -  SAP CRM marketing software is made up of eight components that help the user create, manage and track complex marketing campaigns. This chapter from "Discover SAP CRM" discusses all eight components in detail.