Using a delay message to advise callers when to call
TCO and hosted CRM
CRM and the world of sports
A loyalty program with an interactive feature
Definitions: NPV, IRR, ROI and payback
Datawarehousing hardware requirements
Metrics for the smaller call center
Smaller call centers
Is there a future in CRM?
Public Switched Telephone Network
Using ACT!, looking for a new solution
CRM compatibility with phone systems in England
Labor costs for call centers
Speech recognition user groups
Data modeling: Entity relationship (E-R) vs. dimensional data models
Bright future for hosted CRM
A quick guide to customer lifetime value (CLV)
Completing a CRM ROI analysis
Measuring ROI: Art or science?
To consolidate financials or not?
Expense of new customers vs. existing ones
Tracking wallet share
Integrating CRM packages
A look at performance metrics in a multi-channel call center
Complying with Sarbanes Oxley Act
Customer facing verses customer centric strategies
Installation and user seat reports
CRM in Higher Education
More information on increasing first call resolution
Call center analytics on a tight budget
Hosted IP contact centers
Best software for managing a telemarketing operation
Selecting a CRM package
Expecting too much from CRM?
Recommendation for database for field workers
Mobile telephony loyalty
CRM for the services industry
Is mobile CRM far-fetched?
The role of ISO 9000 in the ICT industry
The promise of performance optimization
Best source for call center metrics
Is Siebel well-managed?
Limitations of SFA/contact management tools
Is SAP CRM needed for 30-person dept.?
Relational vs. dimensional data marts
CRM vs. portal tool
ASP CRM market - Part II
ASP CRM market - Part I
CRM for FMCG companies
Evaluating hosted CRM
CRM job market
Avoiding CRM failure
Data export and call center software for truck dealership
Designing star schema for BI
Industry standard for developing CRM?
Using CRM solution from current ERP provider vs. third party CRM product
Developing a customer loyalty program
Is CRM necessary when there are few customers?
Developing loyalty program for golf club
How early is too early for outbound calls?
Determining frequency of customer contact
Moving from manual to automated processes
Info on hotel loyalty programs
Thoughts on recent CRM acquisitions
Outlook for CRM market
Losing non-profitable customers
CRM and change management
Who's in charge of CRM?
Best practices for email marketing campaigns
Can CRM improve good existing customer relationships?
How is BI different from CRM?
How can CRM be improved upon?
Key metrics for determining ROI
The role of Web self-service
First call resolution
Room for growth in CRM market?
CRM vs. loyalty programs - Part II
CRM vs. loyalty program - Part I
Call center certifications
Exporting data from Siebel
Knowledge management for the help desk
CRM for real estate industry
Building a predictive churn model
Business partners and SAP
CRM for healthcare/lab
CRM implementation advice
Cost-effective reporting packages
Using 'chat' in contact centers - Part II
Attributing churn to events in telecomm industry
Structured vs. unstructured data
Hyatt's customer loyalty program
Using 'chat' in call centers -- Part I
Tackling multilevel organizational structures