CRM All-in-One Guides:

All-in-One Guides

  • CRM upgrade guide

    Navigating a CRM upgrade can be intimidating. Learn best practices for CRM upgrades in this guide, including how to decide if you should upgrade your CRM system and how to build a business case for a CRM upgrade. Learn how to prepare your organization prior to the upgrade and provide change management following the upgrade. Also find advice from experts and consultants on how to be successful when working on a Siebel upgrade, how to excel with an SAP CRM upgrade, or how to develop a PeopleSoft upgrade plan.

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  • Workforce optimization guide

    This workforce optimization guide is your best resource for information on workforce optimization software and the call center technologies included in a WFO suite. These resources will help you through the process of evaluating, implementing and managing a WFO suite. If you are learning about WFO for the first time, start with our WFO concepts section. If you want best practices for evaluating and implementing WFO technology, skip to the middle of our guide. If you've already deployed a WFO suite but want to learn how to best use WFO tools, skip to the section on working with workforce optimization software.

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  • Marketing strategy guide

    This guide is designed to make you a better marketer regardless of where you are in the learning process. If you're just getting started, we suggest you begin with our marketing learning center. If you're ready to prepare your marketing strategy, skip ahead to the sections with marketing advice from the experts and regulatory compliance tips. If you're currently managing a marketing strategy, explore industry reports and case studies and learn how to improve performance with marketing automation technology. In each section, we'll logically guide you through our resources to maximize your learning experience.

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  • VoIP in the call center guide

    This VoIP call center guide is a collection of resources on VoIP in the call center regardless of where you are in the learning or buying process. If you're new to VoIP, we suggest you start at the beginning with our VoIP learning center covering fundamental issues. If you're shopping for technology, skip ahead to the sections on evaluating VoIP vendors and case studies on using VoIP in the call center. If you're currently managing VoIP in a call center, read the section on maintaining VoIP. In each section, we'll logically guide you through our resources to maximize your learning experience.

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  • Oracle CRM tutorial

    This Oracle CRM tutorial is a collection of resources on Oracle CRM that you'll find valuable regardless of where you are in the learning or buying process. If you're new to Oracle CRM, we suggest you start at the beginning with fundamental terms and news, including a rundown of Oracle's recent acquisitions. If you're shopping for technology, skip ahead to the sections on evaluating Oracle CRM. If you're currently managing Oracle technology, explore the section on maintaining Oracle CRM, including advice on support for Siebel and PeopleSoft applications. In each section, we'll logically guide you through our resources.

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  • Microsoft CRM guide

    Microsoft Dynamics CRM is a recent addition to the CRM midmarket, but it's already making headlines and forcing major competitors Oracle and SAP to work for their market share. This guide will get you up-to-date on Microsoft CRM. If you're just starting out with CRM software selection, start at the beginning to learn more about evaluating Dynamics CRM. You'll find pros and cons of choosing Microsoft CRM and expert advice on evaluation. If you've already decided to implement Microsoft CRM, skip ahead to find tips on deployment plus advice on managing and using Microsoft CRM.

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  • SAP CRM guide

    In just a few years, SAP went from a notable CRM vendor to a market leader -- and it shows no signs of slowing down. This SAP CRM guide is the place to get up to speed on SAP CRM regardless of where you are in the learning or buying process. If you're new to SAP CRM, we suggest you start with our SAP learning center covering the fundamentals. If you're shopping for technology, read the sections on evaluating CRM, including a comparison of Oracle and SAP. If you're currently managing SAP technology, explore best practices for marketing and sales. In each section, we'll guide you through our resources to maximize your learning experience.

    Go to All-in-One Guide: SAP CRM guide