CRM / Call Center Topics:
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.
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How to ensure CRM implementation success
Answer - Find out what taking on a new on-premise or SaaS CRM product entails, and what the benchmarks and best practices are for a CRM implementation success.
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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.
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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.
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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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How to calculate workforce management ROI and benefits for the call center
Ask the Expert - Trying to measure ROI for workforce management (WFM)? Read expert advice on the benefits of WFM, including more accurate forecasts and scheduling, resulting in better match of resources to workload.
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How to use Office Communicator for instant messaging in Microsoft CRM
Ask the Expert - 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.
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Three options for creating Microsoft CRM surveys
Ask the Expert - Microsoft Dynamics CRM 4.0 does not provide survey questionnaire functionality out of the box, but here are three options for creating Microsoft CRM surveys.
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Tracking the online customer experience after a website redesign
Ask the Expert - Learn customer experience metrics, including how to track and measure the impact a website redesign may have on the online customer experience, in this expert tip.
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What does the chief customer officer (CCO) position really encompass?
Ask the Expert - Learn the meaning behind the CCO position and find out what the CCO job description may or may not include in this expert tip from Don Peppers.
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Tips for building great customer experiences with personalized preferences
Ask the Expert - Get tips for building great customer experiences in this expert Q&A. Learn the importance of setting customer expectations and personalizing experiences.
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