• Web self-service

    Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the Internet, without requiring any interaction...

  • Social CRM: Special Report

    Our special report on all things social CRM has everything you need to learn about social media, CRM and how to manage it all.

  • Meet the 2009 SearchCRM.com Products of the Year judges

    This year, our panel of judges for the CRM Products of the Year awards included industry experts and thought leaders specializing in CRM, customer service, marketing and the call center. While som...

  • The top CRM advice from experts in 2009

    Get the top CRM advice from our CRM and call center experts in 2009. Find out about CRM market trends and get advice on the changing CRM and call center industry.

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  • Social CRM: Special Report

    Our special report on all things social CRM has everything you need to learn about social media, CRM and how to manage it all. 

  • Meet the 2009 CRM Products of the Year judges

    This year, our panel of judges for the CRM Products of the Year awards included industry experts and thought leaders specializing in CRM, customer service, marketing and the call center. While some judges chose to remain anonymous, read on to learn ... 

  • The top CRM advice from experts in 2009

    Get the top CRM advice from our CRM and call center experts in 2009. Find out about CRM market trends and get advice on the changing CRM and call center industry. 

  • CRM learning tutorials and guides

    SearchCRM.com's All-in-One Guides, learning guides and quizzes provide topic-focused resources on topics like like call center management, customer loyalty, marketing strategy, open source CRM, self service and more. This compilation is a quick and e... 

  • The top CRM advice from experts in 2008

    Get the top CRM advice from our CRM and call center experts in 2008. Find out about CRM market trends and get advice on the changing CRM and call center industry. 

  • Ten ways to improve call center agent job satisfaction

    Learn the 10 best ways to improve call center agent job satisfaction in this chapter download from "Call Centers for Dummies." 

  • CRM case studies

    In this special report, read CRM case studies to discover best practices for call center intiatives, marketing programs and mobile CRM projects. 

  • Best customer retention strategies

    Explore information for developing a customer retention strategy, find tips for implementation of a customer retention program and learn how to calculate retention rate in this guide. 

  • Using customer intelligence in a service strategy: Tip #1

    This tip from the six-part series on customer service excellence offers ways that businesses can use customer intelligence as part of a successful customer service strategy. 

  • Read our newest sample chapters

    Here you can access all of SearchCRM.com's chapter downloads. 

  • See more Essential Knowledge on CRM learning center
  • SearchCRM Cloud Guide

    More companies are considering SaaS CRM instead of on-premises systems. In this guide, find out how to incorporate cloud computing into CRM. 

  • SearchCRM.com resource center

    An exclusive collection of the most recent articles and resources on call center, marketing effectiveness, sales excellence and business intelligence

  • Web self-service

    Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise. Web self-ser... 

  • obliquity

    In systems engineering, obliquity is a theory that proposes the best way to achieve a goal when you are working with a complex system is to take an indirect approach instead of a direct one. 

  • self-scanning checkout (self-checkout)

    Self-scanning checkout, also called "self-checkout" is an automated process that enables shoppers to scan, bag, and pay for their purchases without human assistance. 

  • Paul Greenberg on Oracle's CRM roadmap

    Paul Greenberg, president of the 56 Group LLC and author of CRM at the Speed of Light, discussed Oracle's plans for its CRM roadmap, including a RESTful architecture, from the OpenWorld conference. 

  • Paul Greenberg compares social CRM products

    The author of CRM at the Speed of Light compares Oracle's social CRM offerings with those of Microsoft, SAP and Salesforce.com at OpenWorld and dishes on Marc Benioff's appearance. 

  • Oriental Trading Co. launches customer reviews

    Sam Taylor, CEO of the Oriental Trading Co., sought to make the company customer-centric by re-launching customer reviews, which earned it a customer service excellence award from Gartner and Peppers&Rogers. 

  • Call center video: PlumChoice uses Aspect workforce management system

    Take a look inside the call center at PlumChoice Inc. and find out how they implemented an Aspect call center workforce management software system to help with call center scheduling and workforce forecasting and remote agent management. 

  • SearchCRM Cloud Guide

    More companies are considering SaaS CRM instead of on-premises systems. In this guide, find out how to incorporate cloud computing into CRM. 

  • Web self-service

    Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise. Web self-ser... 

  • Social CRM: Special Report

    Our special report on all things social CRM has everything you need to learn about social media, CRM and how to manage it all. 

  • Meet the 2009 CRM Products of the Year judges

    This year, our panel of judges for the CRM Products of the Year awards included industry experts and thought leaders specializing in CRM, customer service, marketing and the call center. While some judges chose to remain anonymous, read on to learn ... 

  • The top CRM advice from experts in 2009

    Get the top CRM advice from our CRM and call center experts in 2009. Find out about CRM market trends and get advice on the changing CRM and call center industry. 

  • Paul Greenberg on Oracle's CRM roadmap

    Paul Greenberg, president of the 56 Group LLC and author of CRM at the Speed of Light, discussed Oracle's plans for its CRM roadmap, including a RESTful architecture, from the OpenWorld conference. 

  • Paul Greenberg compares social CRM products

    The author of CRM at the Speed of Light compares Oracle's social CRM offerings with those of Microsoft, SAP and Salesforce.com at OpenWorld and dishes on Marc Benioff's appearance. 

  • Oriental Trading Co. launches customer reviews

    Sam Taylor, CEO of the Oriental Trading Co., sought to make the company customer-centric by re-launching customer reviews, which earned it a customer service excellence award from Gartner and Peppers&Rogers. 

  • obliquity

    In systems engineering, obliquity is a theory that proposes the best way to achieve a goal when you are working with a complex system is to take an indirect approach instead of a direct one. 

  • Call center video: PlumChoice uses Aspect workforce management system

    Take a look inside the call center at PlumChoice Inc. and find out how they implemented an Aspect call center workforce management software system to help with call center scheduling and workforce forecasting and remote agent management. 

  • See more All on CRM learning center
About CRM learning center

The learning tools section provides guides, quizzes and other resources for CRM leaders and practitioners, including self-assessment tools and guides to learning about CRM best practices, CRM technology and sales and marketing tools and best practices. Browse the learning guides and quizzes to discover the latest news, expert advice, reference materials and white papers.