Here's a complete look at our coverage of Smart CRM East, a conference sponsored by TechTarget and Peppers & Rogers Group.
Smart CRM focuses on the numbers
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Hannah Smalltree, Editorial Director
Is your CRM project paying dividends? A major takeaway from this month's conference is the need to quantify CRM success.
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The intelligent way to tackle business intelligence is to understand that different users require different types of information, according to a veteran BI consultant.
Forget customer satisfaction. One CRM consultant argues that his formula for improving customer relationships is far more effective.
Service turnaround closes Continental divide
Continental Airlines has transformed its call center and the way it evaluates reps. The most impressive result may be its agent attrition rate, a meager 1.2%.
'F' word still dominates CRM thoughts
No matter how hard it tries to take it off, the CRM industry continues to wear a scarlet "F" for failure.
Protecting customer privacy eats up costs, right? Actually, one consultant argues that, if you do it right, it might actually make you money.
Don't believe all of what you hear about CRM
A consultant in charge of Peppers & Rogers' ROI practice said that CRM is working a lot better than many reports would have you believe.
Peppers keynote: Get a piece of the ROC
You may not be familiar with the term "return on customer" (ROC), but consultant Don Peppers kicked off the Smart CRM show by saying it's a key to maximizing your business.
Click here to view the PowerPoint presentations from these and other Smart CRM sessions.