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  • The more the merrier: Customer service goes multichannel

    Multichannel marketing means allowing customers to have conversations on their terms, at their convenience and using the channels -- phone, email, chat, text -- that make the most sense to them. At least one study says that customers of companies wit... 

  • How to fine-tune your contact center

    Call centers can easily fall behind the times with old software, metrics and strategies, so companies need to be forever looking ahead -- toward technologies that fit a multichannel world. In this handbook, readers find detailed explanations of the l... 

  • CRM data migration best practices

    In this handbook, readers will discover methods on how to avoid big mistakes during data migration. Additionally, readers will be informed of what data should move -- and when -- to a new or upgraded system and whether to migrate data for a system up... 

  • Social CRM goes to market

    Mobile commerce is gripping customers and not letting go, as evidenced by the feature article in this edition of Customer Experience Exchange. Read this now to learn how the smartphone trend is leading to a new breed of applications that lets you buy... 

  • CRM trends and tips -- Doing more with less

    In this e-book, find out how to make the most of the systems and budget you do have, with expert advice from leading analysts at Gartner and Forrester. Continue reading to learn CRM trends and tips and learn how to do more with less. 

  • CRM in financial services: Best practices, trends and strategy

    Find out how financial services companies are leveraging CRM technology and best practices to improve service and operational efficiency. Read this e-book to learn more and find tips, advice and inspiration for designing a strong CRM strategy for fin... 

  • social media listening

    Social media listening, also known as social media monitoring, is the process of identifying and assessing what is being said about a company, individual, product or brand. 

  • straw man

    In general, a straw man is an object, document, person, or argument that temporarily stands in for and is intended to be "knocked down" by something more substantial. 

  • partner relationship management (PRM)

    Partner relationship management (PRM) is a business strategy for improving communication between companies and their channel partners. 

About CRM strategy

Use these resources to build a strong CRM strategy. Learn how to start a CRM strategy with the latest news, expert advice and learning tools. Learn how to build and implement a customer-focused strategy for CRM. Get expert advice on developing a customer equity management strategy and learn how to create customer satisfaction survey. Get in-depth information on customer experience management (CEM) and how it differs from CRM. Find out how to conduct a CRM system and process audit. Learn how to measure ROI following a CRM implementation. Get pointers for evaluating your CRM strategy and customer service strategy with the CRM strategy checklist. Listen to podcasts on developing customer strategies, CRM strategies and customer equity strategies. Get tips for optimizing your CRM strategy, shopping for CRM systems and avoiding failure. Get best practices for building a call center strategy.