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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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.
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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.
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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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Microsoft shifts to application platform, adds 1 millionth CRM user
13 Jul 2009
Article - As it expands and draws more CRM users, Microsoft, like Salesforce.com, is emphasizing its capabilities as an application platform, not just a CRM provider.
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Text analytics software, net promoter score helps JetBlue take off with customer service
04 Jun 2009
Article - A flood of emails that followed the Valentine's Day ice storm of 2007 demonstrated the need for -- and the power of -- text analytics software for JetBlue.
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Gartner offers five low-cost CRM strategies
02 Jun 2009
Article - Is the recession a good thing for the CRM market? Gartner's Scott Nelson explains how companies can take advantage of conditions with some low-cost CRM strategies.
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CRM extending to more than just customer relationships
26 Mar 2009
Article - Microsoft with xRM, Salesforce.com with Force.com, and others claim that their CRM applications can be extended to manage more than just customer relationships.
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Is it worthwhile to consolidate applications on one vendor's stack?
24 Mar 2009
Article - The "one throat to choke" versus "vendor lock-in" debate is getting more attention as the recession offers an opportunity for significant software deals.
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CRM's future looks much like its past
03 Mar 2009
Article - While social networking, software delivery and pricing have changed significantly over CRM's past 10 years, the core challenges remain, according to Gartner.
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Voices of CRM: Arussy on customer experience in a recession
SearchCRM.com
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12 Jan 2009
News - In this podcast, Lior Arussy, president of Strativity Group, shares his thoughts, advice and lessons learned on how to stay focused on the customer experience in a recession.
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