Email Alerts
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Desktop analytics: A game changer for contact centers, back offices
Expert Donna Fluss says companies should consider a new type of analytics -- desktop analytics -- to accurately provide feedback on the contact center and the back office. Column
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Bridging the customer experience chasm Issue 1
e-Zine
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Customer Experience Exchange
Guide
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Volume 1 Nov/Dec 2011: Making CEM a priority
Guide
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How to improve the customer experience in 10 steps
Learn how to improve the customer experience with these ten customer experience initiatives any company can implement immediately. Special Report
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The top 10 CRM terms and buzzwords of 2008
2008 was a big year for Web 2.0 tools, social CRM applications and analytics technology, as companies increasingly focused on the "voice of the customer" and on becoming more customer-centric. Browse our collection of the hottest CRM definitions and ... Top Buzzwords
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Customer retention vs. value retention
Studies have shown that many customers are more likely to change their buying behavior than they are to defect. Because of this, it's important that companies not only manage customer retention, but keep an eye on value retention as well. In this cha... Chapter Download
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Customer development and termination strategies
As most successful CRM practitioners know, there's a time to develop customer relationships and a time to unload unprofitable customers. In this chapter excerpt, learn strategies for developing profitable customers and get tips for using CRM technolo... Chapter Download
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Customer retention management
Most experts will tell you that retaining a customer is easier (and more cost-effective) than aquiring a new one. Because of this, it's important that all companies have established customer retention strategies. In this chapter excerpt, you'll find ... Chapter Download
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Understanding customer commitment
Research shows that there are three forms of customer commitment: relational commitment, instrumental commitment and value-based commitment. In this chapter, learn about all three types of customer commitments and get key performance indicators (KPIs... Chapter Download
- See More: Essential Knowledge on CRM strategy
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Call center agents’ behavior should be focus -- not clunky metrics
A consultant at the recent ACCE call center expo urged call centers to drop the glut of performance metrics and favor a human approach. News | 15 May 2012
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Health care reform catalyst for customer service improvements
Although many don’t immediately think of CRM and health care together, recent U.S. legislative changes to health care standards are causing organizations to think of patients as customers. Column | 10 May 2012
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House bill aims to restrict call center outsourcing
Proposed federal legislation would slow the exodus of call center jobs, but analysts question the intent behind it and effectiveness. News | 26 Apr 2012
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E-commerce, social media driving CRM, experts say
E-commerce will keep growing, forcing companies to improve their CRM systems and break down silos between the two, analysts predict. News | 23 Apr 2012
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Enterasys touts success of social CRM; lumber executive buys in
An Enterasys executive applauded use of internal social media at Gartner’s annual CRM conference, saying it has improved his company’s sales and culture. It may have a place for everyone. News | 03 Apr 2012
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Cut through copious contact center data with contact center KPIs
Expert Donna Fluss shares contact center KPIs that managers can use to measure contact center performance -- and when to apply them. Column | 03 Apr 2012
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Marketing firm uses Informatica Cloud to integrate Salesforce.com data
Healthcare marketing firm PDI Inc. is using Informatica Cloud to integrate Salesforce.com data with on-premises systems. Case Study | 26 Mar 2012
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Effective lead management can boost profits, Gartner says
Gartner analyst Chris Fletcher explains where companies should be focusing their lead management efforts. News | 23 Mar 2012
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Gartner: Marketing, customer service must merge
Customers now own the business relationship, so companies need a coordinated approach to hear them, according to Gartner analysts at the research group’s annual conference. News | 20 Mar 2012
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Claims of customer focus mostly talk, report finds
A recent report finds that while many companies claim to be customer focused, they lack the technology, processes and focus on data to deliver. News | 07 Mar 2012
- See More: News on CRM strategy
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Is ERM the next CRM?
There's another acronym to track and -- if you listen to Siebel -- employee relationship management has legs. Tip
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Will 2004 be the real year of the customer?
The lack of must-have software will give customers more power -- ultimately shifting the rules that have traditionally governed the software industry. Tip
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Switching streamlines city's operations
For one Canadian city, a new SAN direction keeps critical operations up and running Tip
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The ABCs of the CPO position
Learn what it takes to be a chief privacy officer. Tip
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Is Web-based training right for you? Experts offer tips for deciding
Is online training the right choice for you? Tip
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Prehistoric practices response
Our first tip this week is a response to a request to submit what you thought would be prehistoric BI in the next century. Tip
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XML an increasingly valuable skill, analysts say
XML an increasingly valuable skill, analysts say Tip
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Delivering "ad hoc" capabilities, Part 1
The term "ad hoc" carries a wide range of expectations. Tip
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Strategies for homeland security, Part 3
In this tip, we'll look at the option of creating an indexing system. Tip
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Strategies for homeland security, Part 2
There are two basic options to providing an infrastructure that can meet the requirements of our newest security agency... Tip
- See More: Tips on CRM strategy
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Contact center social will (slowly) become norm
In this expert response, find some ways contact centers are using social media channels to manage customer contact volume. Ask the Expert
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More data makes CRM data management harder, but still doable
According to Salesforce.com, about 70% of CRM data “goes bad,” or becomes obsolete, annually. Find out the truth behind this statistic, and strategies companies can use to keep data up to date. Ask the Expert
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Four steps to create a consistent social media voice
Companies can create a single social voice to engage customers by establishing cross-functional engagement roles and training employees with “actionable playbooks.” 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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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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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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How can we determine the cost of keeping a customer?
How can you determine the cost of keeping a customer who is threatening to leave? Learn methods for calculating customer profitability for one customer or for a group. Ask the Expert
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Methods to increase customer lifetime value via customer loyalty
Don Peppers discusses some effective methods to increase customer lifetime value via customer loyalty in this expert tip. Ask the Expert
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How to use Office Communicator for instant messaging in Microsoft CRM
Acccording to our expert, the best way to provide instant messaging capabilities to your Microsoft Dynamics CRM 4.0 users is to leverage the presence integration between Microsoft Dynamics CRM and Microsoft Office Communicator. Ask the Expert
- See More: Expert Advice on CRM strategy
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social media monitoring
Social media monitoring, also known as social listening, is the process of identifying communications on social channels to assess what is being said about a company, individual, competition, product or brand. Definition
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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. Definition
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partner relationship management (PRM)
Partner relationship management (PRM) is a business strategy for improving communication between companies and their channel partners. Definition
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Social media for B2Bs finds engaged, focused customers
Listen as social media expert Paul Gillin offers tips for using social media in B2B settings. 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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Tarp consultant John Goodman on voice of the customer challenges
Tarp consultant and vice chairman John Goodman asserts that basic customer service is key to any voice of the customer program. Video
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USAA's Audrey Tarter on contact center career advancement
USAA’s Tarter advises agents to informally take on contact center leadership tasks to demonstrate ability. Video
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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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Ray Wang on social CRM metrics
Constellation Research's Ray Wang discusses the problems with social CRM ROI, defining influence and tying programs to measurement in the CRM metrics video series. Video
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Paul Greenberg on the limits of NPS and its replacement
In the first installment of our CRM Metrics video series, Paul Greenberg shares what he sees as the problems with Net Promoter Score and a new alternative. Video
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Best practices for a CRM integration strategy
It's not always easy to integrate CRM with other applications, but Jill Dyche says it's worth it. Learn more from this podcast on CRM integration. Podcast
- See More: Multimedia on CRM strategy
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Call center agents’ behavior should be focus -- not clunky metrics
A consultant at the recent ACCE call center expo urged call centers to drop the glut of performance metrics and favor a human approach. News
-
Health care reform catalyst for customer service improvements
Although many don’t immediately think of CRM and health care together, recent U.S. legislative changes to health care standards are causing organizations to think of patients as customers. Column
-
House bill aims to restrict call center outsourcing
Proposed federal legislation would slow the exodus of call center jobs, but analysts question the intent behind it and effectiveness. News
-
E-commerce, social media driving CRM, experts say
E-commerce will keep growing, forcing companies to improve their CRM systems and break down silos between the two, analysts predict. News
-
Enterasys touts success of social CRM; lumber executive buys in
An Enterasys executive applauded use of internal social media at Gartner’s annual CRM conference, saying it has improved his company’s sales and culture. It may have a place for everyone. News
-
Cut through copious contact center data with contact center KPIs
Expert Donna Fluss shares contact center KPIs that managers can use to measure contact center performance -- and when to apply them. Column
-
Marketing firm uses Informatica Cloud to integrate Salesforce.com data
Healthcare marketing firm PDI Inc. is using Informatica Cloud to integrate Salesforce.com data with on-premises systems. Case Study
-
Effective lead management can boost profits, Gartner says
Gartner analyst Chris Fletcher explains where companies should be focusing their lead management efforts. News
-
Gartner: Marketing, customer service must merge
Customers now own the business relationship, so companies need a coordinated approach to hear them, according to Gartner analysts at the research group’s annual conference. News
-
Desktop analytics: A game changer for contact centers, back offices
Expert Donna Fluss says companies should consider a new type of analytics -- desktop analytics -- to accurately provide feedback on the contact center and the back office. Column
- See More: All on CRM strategy
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.