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CRM implementation

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  • Bridging the customer experience chasm Issue 1

      e-Zine

  • Treat customers well, but stay profitable

    This excerpt from The Customer Experience Edge examines the four essentials of customer experience management, why customer engagement is important and how to put them into action.  Book Excerpt

  • CRM user interface guide

    This guide provides an at-a-glance look at Oracle, SAP, Microsoft and Salesforce.com’s user interfaces for their mobile client, Outlook integration and sales dashboards.  Report

  • Creating a Salesforce.com CRM business case

    This chapter excerpt outlines steps for building a Salesforce.com CRM business case. Estimating costs is a big part of this process. Learn about the three main cost areas: procurement, implementation, and ongoing user expenses and get tips for managi...  Chapter Download

  • Beginning a Salesforce.com CRM or SFA project

    A key success factor for any CRM or or sales force automation (SFA) project is making sure to plan out the project ahead of time. This chapter explains the requirements, schedules and costs that are involved in completing a Salesforce.com project suc...  Chapter Download

  • Developing a CRM implementation schedule

    Get tips for developing a CRM implementation schedule and setting executive expectations for your CRM or SFA project in this chapter excerpt. Also, learn some rules to follow if you're thinking about outsourcing some aspects of your CRM project imple...  Chapter Download

  • Managing CRM project requirements

    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 ch...  Chapter Download

  • Open source CRM tutorial

    Get an overview of open source CRM software and learn about the advantages and disadvantages of open source software and the open source business model.  Learning Guide

  • Five best practices for working with CRM consultants

    Working with a CRM consultant can be challenging, but qualified consultants are a valuable asset for a CRM implementation or upgrade project. We've outlined five best practices to help you form successful relationships with your CRM consultants and s...  Special Report

  • CRM software upgrades: Building a business case

    Contributor and expert Richard Smith explains how to build a business case for a CRM software upgrade. Find out about the key points of an upgrade business case, including justifying the upgrade, the related financial implications and building a cons...  Building a business case

  • See More: Essential Knowledge on CRM implementation

  • collaborative CRM

    Collaborative CRM is an approach to customer relationship management (CRM) in which the various departments of a company, such as sales, technical support, and marketing, share any information they collect from interactions with customers.  Definition

  • project planning

    Project planning is a discipline for stating how to complete a project within a certain timeframe, usually with defined stages, and with designated resources.  Definition

  • implementation

    Implementation is the carrying out, execution, or practice of a plan, a method, or any design for doing something. Implementation is the action that must follow any preliminary thinking in order for something to actually happen.  Definition

  • service assurance (SA)

    Service assurance (SA) is a procedure or set of procedures intended to optimize performance and provide management solutions in communications networks, media services and end-user applications. Service assurance is an all-encompassing paradigm that ...  Definition

  • User interfaces: CRM-Outlook integration

    Face it, sales reps spend more time in Outlook than any other application. That’s what makes CRM-Outlook integration so important. Compare the major CRM vendors’ email integration here.  Photo Story

  • User interfaces: Mobile CRM applications

    Ensuring a successful CRM implementation requires a user-friendly, navigable user interface (UI). Compare the major vendor’s mobile UIs here.  Photo Story

  • CRM user interfaces: Sales dashboard examples

    Sales dashboards provide at-a-glance insight into key metrics, be it the sales pipeline, progress to goal or account activities. These screenshots of sales dashboard user interfaces from several CRM vendors.  Photo Story

  • Salesforce.com customers give Chatter closer look

    At Salesforce.com's Dreamforce user conference, several customers on the show floor expressed interest in the Chatter collaboration tool.  Video

  • William Band on defining metrics and building a CRM metrics strategy

    Forrester's William Band discusses finding the right metrics and right number of metrics for a CRM project, the timing for arriving at the right metrics, new trends and staffing.  Video

  • Gartner's Matthew Goldman on CRM and SIs

    Matthew Goldman, head of IT services research at Gartner, discusses trends in CRM services, market consolidation and offers tips on finding and working with CRM service providers.  Video

  • Five lessons learned from successful CRM-ERP integration projects

    Get help building a successful CRM-ERP integration project in this podcast. Learn the importance of setting integration goals for your project ahead of time.  Podcasts

  • SearchCRM.com at Microsoft Convergence 2009

    Microsoft held its annual Convergence conference last week and SearchCRM.com was there, asking attendees about their CRM plans for 2009.  Video

  • CRM is not dead

    In this video from the Gartner CRM Summit, Scott Nelson, an analyst with Gartner, explains CRM's past and its promise for the future.  Video

  • Voices of CRM audio downloads

    Three attendees at Microsoft Convergence -- a marketing executive, a customer service manager and a systems manager -- share advice on implementing CRM.  Podcasts

About CRM implementation

The CRM implementation topic section offers comprehensive resources for those preparing for CRM deployment or those in the process of implementing CRM. If you're preparing for an implementation, learn the advantages and disadvantages of CRM technology options and read valuable expert advice to help you formulate a CRM implementation plan, including performing a systems audit. Learn best practices for integration between CRM and ERP or CRM integration for legacy systems. Read news and advice for vertical-specific implementations and hybrid implementations utilizing both on-demand and on-premise CRM. If you're currently implementing CRM technology or you already have, read news, white papers and case studies of successful CRM application implementations and how to get the most from CRM.