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Team building games for call center employees
This chapter includes three team building games for call center employees. These activities can be used to encourage team building in call centers and motivate call center staff. Chapter Download
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The influencer marketing approach
This chapter from "Influencer Marketing" explains how marketing has changed and why marketers must now target influencers in the market in order to reach consumers. Chapter Download
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Measuring customer service excellence
Start measuring customer service in your organization with this chapter from "Delivering and Measuring Customer Service." Learn the three ways any company can measure the level of service their employees are providing and get the pros and cons of eac... Chapter Download
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Speech analytics software: Top 10 headlines
Speech analytics is still an emerging technology for the call center, but experts predict significant growth for the speech analytics market in the years to come. We've gathered the top headlines on speech analytics to help you decide if the technolo... Special Report
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Microsoft Dynamics CRM 4.0: Special report
In this Microsoft CRM special report, we've compiled the latest news and information on Microsoft Dynamics CRM 4.0. Browse recent headlines, expert advice, podcasts and screencasts and read exclusive coverage from Microsoft Convergence 2008. Special Report
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Building a customer-centric culture
This chapter from "Successful Direct Marketing Methods" focuses on building lasting customer relationships. Learn how to build a customer-centric culture within your organization and read case studies in relationship marketing. Chapter Download
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Customer experience management: Top five headlines
In an attempt to build customer satisfaction and brand loyalty, many companies have turned their attention to the customer experience. We've gathered our most popular headlines on customer experience management (CEM) to get you up to date on the late... Special Report
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Improving call center agent motivation and morale
Find out how to manage and motivate call center agents to be productive and happy. This chapter includes tips on measuring agent morale, an employee satisfaction survey, causes of low call center morale and ways to improve the overall mood or morale ... Chapter Download
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RightNow CRM demonstration screencast
In this screencast, Sylvia Nolan, solutions consultant with RightNow Technologies, explains RightNow's self-service and customer service applications. CRM Software Demos
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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
- See More: Essential Knowledge on Marketing management and strategy
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Is the content industry focusing on the customer?
A blog post has columnist Denis Pombriant pondering the future of the content industry and whether it is focusing too much on products. Column | 24 Jan 2012
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Digital marketing strategies demand deeper understanding of customer behaviors
Companies can cash in on customers’ increasing use of social and mobile channels, as long as they target their messages and don’t overstay their welcome. News | 08 Dec 2011
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Salesforce unveils Radian6 Social Marketing Cloud
Salesforce.com is continuing to deliver its social enterprise message with the unveiling of the Radian6 Social Marketing Cloud, a social marketing service that lets enterprises interact with customers. News | 30 Nov 2011
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Social monitoring tools give GNC marketing muscle
Nutritional products retailer GNC finds customers on social channels and uses targeting marketing tactics to win new business. News | 22 Nov 2011
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Blog: Companies not getting social ROI -- yet
Many companies are not yet getting big payback from social CRM because they are spending most of their time monitoring their brand and competitor's activities. News | 14 Nov 2011
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Social engagement tips from author Qualman
In this interview, Erik Qualman says mistakes will be made, but simple, one-to-one interactions are the key to social media engagement. News | 12 Oct 2011
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Experts say CEM technology can build single view of customer
Communicating with customers through multiple channels is not a luxury, it’s a necessity. Find out how companies use CEM technology to craft a single view of the customer across channels. News | 28 Sep 2011
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Companies need to nail down chief customer officer role
Companies must precisely define role for chief customer officers to ensure success. News | 16 Aug 2011
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Kick the fear out of your social media strategy
Companies fear the worst and worry they will lose control of their brands when they go on social channels. Turns out they probably will -- but it could be the best thing that ever happens to them. News | 16 Jun 2011
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Best Buy, ING offer CRM marketing strategy tips at IBM summit
Companies need to push forward on CRM marketing initiatives and not wait for the ideal time to launch social CRM or marketing analytics programs. News | 06 May 2011
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Three steps to maximize CRM functionality for small businesses
Find out why many smaller organizations don't make the most of their CRM investment, and learn about the challenges they face in utilizing CRM and how they can overcome those challenges. In this article from CRM expert Jim Berkowitz, discover three t... Tip
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Call Center Management Learning Guide
Call Center Management Learning Guide Tip
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Download chapters from business intelligence books
Choose from a variety of BI-specific titles. Tip
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Marketing Effectiveness Learning Guide
Marketing Effectiveness Learning Guide Tip
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Rules of Siebel call center implementation: Test, test ... and test
There are a variety of ways a Siebel call center implementation can go awry. Experts advise scheduling time for performance and functional testing before the "go live" date. Tip
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CRM is 'a marathon'
The CIO at a large software firm running Siebel tells SearchCRM.com he isn't sure he'll ever reach the CRM finish line. Tip
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Siebel CRM 7.7: Time to upgrade?
If you haven't upgraded from Siebel's CRM software, version 6, the newest version of Siebel's software may be just the reason to finally do so. Tip
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Siebel may trigger hybrid approach with hosted CRM
Siebel's new hosted CRM strategy may, in the short-term, force Siebel's sales force to work against itself. But in the long run, it may offer customers a transition. Tip
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Siebel's midmarket strategy still somewhat murky
According to analysts, Siebel's midmarket strategy is hard to pin down these days. Tip
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Customer data matching techniques
Customer data matching techniques presented here can compare customer records and cut down on errors in customer data. Tip
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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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How to foster an innovative workplace organizational culture
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. Answer
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How to solve Microsoft CRM 4.0 performance problems
If you’re having Microsoft CRM 4.0 performance problems, experts recommend following these specific guidelines. Answer
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How can I set metrics for customer satisfaction and customer profitability?
You can establish call center metrics that encourage agents to build customer satisfaction while also improving profitability. Learn how in this expert tip from Don Peppers. Ask the Expert
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Two ways to calculate average handle time: At the agent level vs. queue/skill level
Some tools calculate average handle time (AHT) on a call center agent level (VAG), while some tools report AHT on queue/skill level (VQ). Get expert advice about calculating AHT in this tip. Ask the Expert
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Questions to ask when analyzing call center talk time
The best way to lower talk time in the call center is to carefully analyze what factors are driving the talk time. Learn what questions to ask when looking at call center talk time and how to develop an escalation plan for agents. Ask the Expert
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Using a call center staffing calculator to determine staffing needs
Correct call center staffing requirements cannot be determined by the number of agents and occupancy. Find out the best way to determine the number of call center agents you need. Ask the Expert
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In calculating utilization rate, should we subtract time for break/lunch?
In calculating utilization rate for the call center, should you subtract out the time that call center agents are on break/lunch? Get expert advice about how to calculate utilization rate in this tip. Ask the Expert
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Using weighted averages to calculate ASA and abandonment rate
Your ACD should report ASA and abandonment rate for defined time periods, considering the volume handled. However, if management wants you to combine time periods, using a weighted average provides a more realistic picture of a particular measurement... Ask the Expert
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Weighing benefits, risks of upgrading Oracle CRM in a down economy
What are the risks of upgrading Oracle CRM in a down economy? Read risk assessment tips from Forrester Research and help determine how long it will take to get ROI from an Oracle CRM upgrade. Ask the Expert
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relationship marketing
Relationship marketing is a strategy designed to foster customer loyalty, interaction and long-term engagement. This customer relationship management (CRM) strategy focuses more on long-term customer retention than acquiring large numbers of new and ... Definition
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microsegmentation
Microsegmentation is a process that divides an entity into extremely small parts. Definition
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crowdcasting
Crowdcasting is a problem-solving and idea-generating tactic in which a corporation disseminates details of a specific problem or situation to a carefully chosen group of people for possible solutions. The process is often conducted as a contest. The... Word
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CRM (customer relationship management)
CRM (customer relationship management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. Word
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cannibalization
Word
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masthead
Word
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Understanding customer expectations
What's the best way to make potential customers into actual customers? How can you learn about customer expectations, especially in a shaky economy? In this installment of Creating Customer Value podcast, expert Martha Rogers gives advice on how to r... Podcast
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Relationship marketing and customer equity with Don Peppers
Find out how relationship marketing and customer equity are linked in this podcast. Learn the difference between relationship marketing and transactional marketing. Podcast
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Maximizing marketing in a recession using marketing analytics tools
Listen to a podcast on how marketing analytics tools can help companies maximize marketing efforts in a recession and bulid profitable customer relationships. Podcasts
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Five tips for deploying sales performance management for maximum return
Today's organizations are looking to sales performance management, but many companies lack a clear direction for how to deploy and make the most of these tools. In this podcast, Mark Smith of Ventana Research provides tips and best practices for util... Podcasts
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Is the content industry focusing on the customer?
A blog post has columnist Denis Pombriant pondering the future of the content industry and whether it is focusing too much on products. Column
-
Digital marketing strategies demand deeper understanding of customer behaviors
Companies can cash in on customers’ increasing use of social and mobile channels, as long as they target their messages and don’t overstay their welcome. News
-
Salesforce unveils Radian6 Social Marketing Cloud
Salesforce.com is continuing to deliver its social enterprise message with the unveiling of the Radian6 Social Marketing Cloud, a social marketing service that lets enterprises interact with customers. News
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Customer Experience Exchange
Guide
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Volume 1 Nov/Dec 2011: Making CEM a priority
Guide
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Social monitoring tools give GNC marketing muscle
Nutritional products retailer GNC finds customers on social channels and uses targeting marketing tactics to win new business. News
-
Blog: Companies not getting social ROI -- yet
Many companies are not yet getting big payback from social CRM because they are spending most of their time monitoring their brand and competitor's activities. News
-
Social engagement tips from author Qualman
In this interview, Erik Qualman says mistakes will be made, but simple, one-to-one interactions are the key to social media engagement. News
-
Experts say CEM technology can build single view of customer
Communicating with customers through multiple channels is not a luxury, it’s a necessity. Find out how companies use CEM technology to craft a single view of the customer across channels. News
-
Customers consider free tools for social listening
Expert Denis Pombriant encourages companies to experiment with free software to get started with social listening. Answer
- See More: All on Marketing management and strategy
About Marketing management and strategy
Having a marketing management strategy in place is crucial for today's marketers. Learn how to improve marketing management strategies and discover new strategies for management and marketing in this topic section. Get tips for tracking marketing metrics, information on mobile marketing and advice for building customer value with successful marketing. You'll find research topics on marketing management, news on marketing management and expert resources for marketers. Discover new trends and shifts in marketing management how those trends are affecting marketing strategies. Use the resources in this topic section to improve your current marketing management strategy.