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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. Case Study
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Knowledge management in the call center: Top 10 buzzwords
Knowledge management is a complex concept that has a wide variety of terms and definitions associated with it. We've compiled this list of knowledge management buzzwords specifically for the call center. Top Buzzwords
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CRM expert advice -- top 10 Q&As of 2007
SearchCRM.com's resident experts provide CRM expert advice and tips on a variety of CRM and call center topics every month. Browse this list of the most popular expert Q&As of 2007 and learn what issues were top of mind for our readers this past year... Top 10 tips
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Top 10 CRM definitions and buzzwords of 2007
2007 was a big year for wireless technology, Web-based applications and the customer experience, as organizations focused on cutting costs, adopting new technology and expanding their customer base. Browse our collection of the hottest CRM definition... Top Buzzwords
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360-degree view of the customer quiz
For years, organizations have been after the elusive "360-degree view of the customer." In 2007, customer data integration (CDI) was a top concern for users, and it was also a top priority for vendors, many of which are developing CDI-related product... Quiz
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Web 2.0 and CRM quiz
This quiz on Web 2.0 and CRM was designed to test your knowledge of Web 2.0 technology and social networking and open your eyes to how this technology can help advance CRM initiatives. Quiz
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Web 2.0 and CRM quiz answers
Test yourself on Web 2.0 and social networking and how this technology is impacting CRM, with the answers to SearchCRM.com's quiz. Quiz
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Customer service excellence: Six tips in six minutes
This tip series can get you on the path to company-wide customer service excellence. Each tip explores one component of a thorough customer service strategy, including using customer intelligence, company employees, leadership and organizational proc... Tutorial
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Negotiating skills and strategy: Top five buzzwords
Negotiation skills are essential in the business world. These top buzzwords offer some tips on common negotiation tactics, so you'll be prepared for any situation where you need to use your negotiating skills or prepare a strategy. Top five buzzwords
- See More: Essential Knowledge on CRM strategy
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Measurement, monitoring essential to customer experience management
Learn how Coca-Cola and ING Direct expanded their customer experience management in social media approaches by measuring goals and monitoring customer feedback. News | 10 Jan 2012
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Employee focus transforms customer experience management strategies
CEM initiatives suffer when employees can’t provide their perspectives on customer concerns. News | 05 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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Group pushes for social media measurement standards
Consultant and author Katie Paine has formed a social media standards group to create definitions and best practices for defining customer relationships, influence and engagement. News | 21 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
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Social channels changing contact center certification
Contact centers will see overhauled programs for certifications next year that address the full range of channels, with emphasis on social media technology. News | 05 Dec 2011
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Customer experience analytics: Separating hype from fact
SearchCRM expert Donna Fluss compares the latest types of customer experience analytics applications. Column | 29 Nov 2011
- 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. Word
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partner relationship management (PRM)
Word
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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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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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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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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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Measurement, monitoring essential to customer experience management
Learn how Coca-Cola and ING Direct expanded their customer experience management in social media approaches by measuring goals and monitoring customer feedback. News
-
Employee focus transforms customer experience management strategies
CEM initiatives suffer when employees can’t provide their perspectives on customer concerns. News
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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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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
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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
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Group pushes for social media measurement standards
Consultant and author Katie Paine has formed a social media standards group to create definitions and best practices for defining customer relationships, influence and engagement. News
- 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.