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Creating a CRM vision: Tips to optimize CRM performance
This chapter on performance-driven CRM gives tips on measuring the ROI of CRM and establishing a CRM vision to ensure success after a CRM software implementation. Chapter Download
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How can I run call center agent training on a shoestring budget?
Donna Fluss offers advice on running low-cost training programs for the call center in this expert tip. Ask the Expert
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How should we define customer equity in the short-term and the long-term?
Wondering how to define customer equity? According to Peppers and Rogers, it is virtually the same number as the "going concern" value of your business. Ask the Expert
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Does ethical behavior build customer trust?
Should we tell customers every time we make a mistake? One SearchCRM.com reader asked Peppers and Rogers that question -- read their response here. Ask the Expert
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How should we be measuring customer equity on a balance sheet?
In this tip, Peppers and Rogers offer advice on measuring customer equity and how customer equity fits into the bottom line. Ask the Expert
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Exceed customer expectations to avoid cognitive dissonance and decreased loyalty
There are two things you should do to exceed a customer's expectations, say Peppers and Rogers in this expert tip. Ask the Expert
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Learning tools for the SAP CRM beginner
Srini Katta provides advice for those getting started with SAP CRM in this expert tip. Ask the Expert
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How can understanding customer value lead to successful marketing?
According to Lior Arussy, understanding customer value can lead to successful marketing if you target those customers with the highest potential value, not just those with the highest actual value. Ask the Expert
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CRM for financial services quiz
Test your knowledge of CRM for financial services here. This quiz features questions on how vertical CRM is changing the industry and how many financial institutions are having success with CRM. Quiz
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Avoiding CRM failure: Where to start
This guide identifies and discusses a business's planning process, how to develop a CRM strategy for a business, and what needs to be done to ensure success of a customer relationship implementation. This chapter details why a company should take the... Chapter Download Library