CRM strategy

• Siemens’ long journey to CRM: Custom to SAP to Oracle and more 20 Oct 2009

  News - At one point, Siemens had 500 CRM systems across the company. It has tried custom development, SAP and now Oracle CRM in an attempt to standardize.

• The back end matters too: Social CRM and the customer-centric supply chain 10 Sep 2009

  Column - Think Social CRM is purely a sales, service and marketing phenomenon? Think again. Columnist Paul Greenberg explains how it can impact the supply chain.

• Web meetings, video to emerge from the recession 17 Aug 2009

  Column - The dot-com bust brought us on-demand computing. See what innovation columnist Denis Pombriant thinks the current recession will give us.

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• How to foster an innovative workplace organizational culture

  Answer - Read about how to make a more customer-centered and innovative workplace organizational culture, with tips on collaboration, education and the voice of the customer.

• How can we determine the cost of keeping a customer?

  Ask the Expert - 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.

• Methods to increase customer lifetime value via customer loyalty

  Ask the Expert - Don Peppers discusses some effective methods to increase customer lifetime value via customer loyalty in this expert tip.

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• CRM is not dead

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

  

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• Beginning a Salesforce.com CRM or SFA project

  Chapter Download - 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...

• Creating a Salesforce.com CRM business case

  Chapter Download - 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 managing...

• Developing a CRM implementation schedule

  Chapter Download - 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...

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• Building a customer strategy with Martha Rogers

  Podcast - According to experts, a customer strategy should always be designed in the customer's best interest. In this podcast, expert Martha Rogers gives tips for updating customer strategies, building a customer strategy from scratch and adjusting an employee...

• Building the trust of customers with Don Peppers

  Podcast - There are many methods for building the trust of customers, but which work the best? In this installment of our Creating Customer Value podcast series, Don Peppers discusses the effectiveness of customer testimonials and word of mouth. He provides tips...

• Call center benchmarking best practices

  Podcast - This podcast features tips and best practices for call center benchmarking. Get advice from a benchmarking expert Eric Zbikowski of Metric Net LLC for using benchmarks in conjunction with a call center metrics program to track performance.

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• escalation plan 10 Aug 2006

  Word - An escalation plan is a set of procedures set in place to deal with potential problems in a variety of contexts... (Continued)

• collaborative CRM 29 Nov 2003

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• project planning 30 Sep 2002

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