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LEAD STORY

BI, data mining help direct marketing for Intellidyn

	Intellidyn improves clients' direct marketing campaigns through data mining and analytics built on an SAS-based business intelligence platform. (ARTICLE \| SEARCHDATAMANAGEMENT.COM)
	More on Business intelligence case studies

NEW ON SearchCRM.com

CALL CENTER

Lori Bocklund
President, Strategic Contact, Inc.
Topics: Call center software and metrics


Q:	We would like to designate a "call center agent of the month," but we are not sure how we should come to this conclusion... VIEW ANSWER

CUSTOMER LOYALTY

	Customer loyalty case studies: Use this section of the customer loyalty guide for tips from real-world customer loyalty programs. (LEARNING GUIDE)
	Voices of CRM: Jeanne Bliss on chief customer officers (NEWS)
	Best customer retention strategies (RESOURCE CENTER)

CRM STRATEGY

	CRM application integration using Web services: More and more organizations are turning to Web services to help ease application integration pains. In fact, when it comes to integrating new and legacy CRM applications, Web ... (TIP)
	Going green with at-home call center agents (ARTICLE)
	Voices of CRM: Esteban Kolsky on email customer service (NEWS)

EVALUATING CRM SOFTWARE

	SAP CRM customers taking new application off the shelf: SAP is leading the market in CRM sales, according to recent reports, but a revamped user interface is giving some customers reason to actually deploy the application as well. (ARTICLE)
	PeopleSoft, E-Business Suite drop from SFA rankings (ARTICLE)
	Firms avoid SaaS pricing surprises with SLAs (ARTICLE)

	SITE HIGHLIGHTS

Podcast series: Career trends in CRM: SearchCRM.com welcomes Jeff Tanner and Bruce Culbert from myCRMCareer.com for a four-part podcast series featuring information about Web 2.0 and ... Workforce optimization All-in-One Guide: This is your best resource for evaluating, implementing and managing workforce optimization (WFO) software. Navigate through the sections of t... The emergence of the virtual call center: Get up to date on the latest news and information surrounding the virtual call center trend with these top headlines. Customer value management with Don Peppers: In the August installment of our podcast series, Don Peppers answers four questions from readers on building and maintaining customer value... CRM integration series: Are you struggling with CRM integration? We've created this multi-part series on CRM integration to help you learn how to easily integrate CRM with other syste...

	WHAT'S NEW

	Coming soon SearchManufacturingERP.com! Are you a manufacturing IT or business professional looking for in-depth technical advice and unbiased info on selecting, implementing and leveraging ERP technology? SearchManufacturingERP.com has what you're looking for!
	CRM Integration Series
	Podcast: Customer Equity Management Tips
	Chapter Download: CRM Optimization Tips

	EDITOR

Lauren Hoyt Visit the Call Center Metrics School.

CRM Solutions
CRM Resources

MORE NEWS

Oracle integrates Siebel and CRM On Demand
More than five years after Siebel first created Siebel OnDemand, Oracle is now offering a pre-built, packaged integration between on-demand and on-premise systems. (ARTICLE)

Customer privacy a serious challenge for marketers
The world's first chief privacy officer discusses leveraging the competitive advantage of privacy and previews what's coming next in email marketing. (ARTICLE)

Understanding workforce optimization (WFO) in the call center
Workforce optimization (WFO) is an emerging technology in the call center that combines recording, quality management (QM) and other call center technologies to optimize call cente... (COLUMN)

Salesforce.com acquires InStranet, adds knowledge management to CRM suite
Salesforce.com's largest acquisition to date will bolster its service suite, adding knowledge management to its Customer Portal and Service and Support applications. (ARTICLE)

CRM on the iPhone takes a step forward with 3G, still lags RIM
Oracle has seen some early interest in iPhone applications, and others have plans for CRM on the iPhone, but deploying it in the enterprise requires some careful thought. (ARTICLE)

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