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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  • Customer activity and marketing reports in CRM On Demand

    Chapter Download -  There are many pre-built customer activity, service and marketing reports available in Oracle CRM On Demand. Managers and other CRM professionals can use these reports to track, measure and analyze marketing effectiveness, customer activities and service...

  • Creating positive customer retention strategies

    Chapter Download -  Is your organization deploying positive customer retention strategies or negative ones? In this chapter excerpt, learn about a number of positive customer retention strategies, including how to add customer-perceived value, create social and structural...

  • Using the Microsoft CRM Mail Merge Wizard

    Chapter Download -  The Microsoft CRM Mail Merge option is a new feature that is now available in both the Internet Explorer and Microsoft Outlook client. This chapter from Microsoft Dynamics CRM 4.0 Unleashed gives detailed instructions for using Mail Merge in Dynamics...

  • Managing CRM project requirements

    Chapter Download -  One of the most difficult steps of any CRM project is figuring out how to prioritize all the necessary requirements. Get tips for organizing project documents and prioritizing requirements when taking on a Salesforce.com SFA or CRM project in this...

  • Creating a CRM vision: Tips to optimize CRM performance

    Chapter Download -  This chapter on performance-driven CRM gives tips on measuring the ROI of CRM and establishing a CRM vision to ensure success after a CRM software implementation.

  • Consumer and enterprise mashups

    Chapter Download -  Learn about the various types of mashups and the difference between consumer mashups and enterprise mashups. You'll also learn about potential sources for mashup data.

  • Open source CRM: Tips and techniques

    Chapter Download -  Read this excerpt from Chapter 1, Overview of Open Source from Bernard Golden's "Succeeding with Open Source."