Email Alerts
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CIO whips Bally Total Fitness into shape with new CRM techniques
Bally Total Fitness CIO Guy Thier wants to turn around the health club chain's image with new CRM strategies. Business Informers
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Bridging the customer experience chasm Issue 1
e-Zine
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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
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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
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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
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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
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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
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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
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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
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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
- See more Essential Knowledge on CRM implementation
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New call center certification targets social media
CIAC certification now includes testing on the use of social media in call centers. News | 21 May 2012
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CRM trends for 2012: Let us know what you think
Participate in SearchCRM's 2012 reader survey and help the editors write articles and create online resources that are targeted to your CRM needs. Reader Survey | 21 May 2012
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Shred-it goes small, choosing Sky Technologies for mobile SAP CRM
When it came time to mobilize its CRM service application, Shred-it chose Sky Technologies, a niche mobility vendor that specializes in SAP applications. News | 07 Mar 2012
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Red Sox hit home run with custom Microsoft CRM app
The Boston Red Sox spent seven years searching for a CRM system to handle ticketing and fan engagement before selecting a custom version of Microsoft CRM. News | 09 Feb 2012
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Planning and allocating resources for customer experience management
Customer experience management (CEM) crosses multiple departments and IT systems. How should organizations tackle the enormous task of mapping out a CEM transformation? News | 03 Jan 2012
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Analysts predict social, mobile CRM as main trends for 2012
Find out why CRM analysts say social media data integration and mobile CRM are two key areas to watch in 2012. News | 28 Dec 2011
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Social, acquisitions, CEM topped CRM news in 2011
In 2011, CRM professionals were faced with acquisitive vendors, a social tidal wave, a push for mobile computing and the never-ending demands for better, faster customer management systems. News | 22 Dec 2011
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Salesforce, SAP, Oracle get ready for HR software battle
With the planned acquisition of Rypple, cloud giant Salesforce.com intends to target SAP and Oracle in the human resources software market. News | 16 Dec 2011
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More disruption predicted for CRM software market
Columnist Denis Pombriant examines this year’s CRM highlights and says tools focused on engagement, collaboration and gamification will disrupt and redefine the market going forward. Column | 14 Dec 2011
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Salesforce.com cloud CRM apps demanding IT skills for customization
Salesforce.com users are adopting traditional IT practices of software development and project management to tailor this cloud CRM software to meet their business requirements. News | 12 Dec 2011
- See more News on CRM implementation
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Four steps for an effective mobile CRM implementation
Implementing mobile CRM applications on mobile devices doesn't have to be challenging. Follow these four steps from a CRM implementation expert and discover how to overcome integration challenges. Tip
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Integrating CRM with business intelligence tools
Integration between CRM and business intelligence (BI) tools can be a challenge. Learn about a proven methodology for BI-CRM integration that can speed up the integration process. Tip
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Benefits of ERP-CRM integration
There are tremendous benefits of ERP-CRM integration, but many organizations struggle with integration because of workarounds and customizations. Learn five tips from the experts to help ease integration pains. Tip
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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 services can be a cost-effective and valuable solution. Tip
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Siebel CRM projects: Choosing a consultant
Evaluating and selecting an implementation partner for your Siebel CRM project requires forethought. Several experts offer some hands-on advice about what to look for in a partner. Tip
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SearchCRM.com Chapter of the Week
Now you can find a new chapter download each week on SearchCRM.com! Tip
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Rules of Siebel call center implementation: Test, test ... and test
There are a variety of ways a Siebel call center implementation can go awry. Experts advise scheduling time for performance and functional testing before the "go live" date. Tip
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CRM is 'a marathon'
The CIO at a large software firm running Siebel tells SearchCRM.com he isn't sure he'll ever reach the CRM finish line. Tip
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Siebel CRM 7.7: Time to upgrade?
If you haven't upgraded from Siebel's CRM software, version 6, the newest version of Siebel's software may be just the reason to finally do so. Tip
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Consolidation scores big at sports venue design firm
Sports stadium design firm HOK was facing a fourth and long situation with its data, but converted with the help of a SAN. Tip
- See more Tips on CRM implementation
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The benefits of real-time speech analytics
Real-time speech analytics is in its early stages. What are the benefits and drawbacks of integrating this new technology in your contact center? Ask the Expert
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Treat CEM as core task, not add-on
Make customer experience management a central piece of corporate strategy instead of treating it like an optional plan. Answer
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Customers consider free tools for social listening
Expert Denis Pombriant encourages companies to experiment with free software to get started with social listening. Answer
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Buyers should seek IT guidance for CRM deployments
Buyers can get help from IT when making a system selection for their CRM operations and find a way to work as partners. IT can operate as a realistic brake on the expectations that the line-of-business folks have on how the program or project can be ... Answer
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Set strategy to target social media influencers
Forrester's Zach Hofer-Shall outlines how to set a startegy to help identify social media influencers. Ask the Expert
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How to customize and configure Microsoft CRM to meet business needs
Wondering how to customize and configure Microsoft CRM to meet your organizations’ business needs? Find out how to use Microsoft Dynamics CRM Help to easily make these changes. Answer
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Microsoft CRM performance issues and possible solutions
Get help debugging Microsoft CRM performance issues and get tips for dealing with slow screen load times in Dynamics CRM 4.0 in this expert Q&A. Ask the Expert
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The pros and cons of developing CRM in-house
Discover the pros and cons of developing CRM in-house in this expert tip. Learn which type of company would benefit from a CRM system developed in-house. Ask the Expert
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CRM failure: The top six reasons CRM programs fail
Lior Arussy gives the top six reasons CRM programs fail in this expert tip. Ask the Expert
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Is integration possible between Microsoft CRM and SAP CRM?
According to Srini Katta, there is no out-of-box integration provided by SAP for Microsoft CRM. Learn a workaround here. Ask the Expert
- See more Expert Advice on CRM implementation
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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
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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
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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
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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
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SugarCon conference offers guidelines for social CRM success
SugarCRM's recent SugarCon conference in New York boasted plenty of tips and advice for organizations launching a social CRM initiative. Podcast
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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
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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
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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
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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
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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
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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
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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
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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
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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
- See more Multimedia on CRM implementation
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SugarCon conference offers guidelines for social CRM success
SugarCRM's recent SugarCon conference in New York boasted plenty of tips and advice for organizations launching a social CRM initiative. Podcast
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CIO whips Bally Total Fitness into shape with new CRM techniques
Bally Total Fitness CIO Guy Thier wants to turn around the health club chain's image with new CRM strategies. Business Informers
-
New call center certification targets social media
CIAC certification now includes testing on the use of social media in call centers. News
-
CRM trends for 2012: Let us know what you think
Participate in SearchCRM's 2012 reader survey and help the editors write articles and create online resources that are targeted to your CRM needs. Reader Survey
-
Shred-it goes small, choosing Sky Technologies for mobile SAP CRM
When it came time to mobilize its CRM service application, Shred-it chose Sky Technologies, a niche mobility vendor that specializes in SAP applications. News
-
Bridging the customer experience chasm Issue 1
e-Zine
-
Red Sox hit home run with custom Microsoft CRM app
The Boston Red Sox spent seven years searching for a CRM system to handle ticketing and fan engagement before selecting a custom version of Microsoft CRM. News
-
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
-
Planning and allocating resources for customer experience management
Customer experience management (CEM) crosses multiple departments and IT systems. How should organizations tackle the enormous task of mapping out a CEM transformation? News
- See more All on CRM implementation
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.