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Basics of CRM strategy
IVR menu systems - Traditional vs. Automatic Speech Recognition
Customer satisfaction vs. customer loyalty
Measuring customer attention
What makes "analytical CRM" solutions analytical?
Why do some CRM projects fail?
When sales team won't use CRM system
Siebel difficult to configure?
Measuring customer loyalty, customer lifetime value
Finding local call centers
Analytical CRM: An extension of BI?
Crystal Decisions's place in the CRM BI picture
What is a loyalty card?
BI application: Build or buy?
Call centers in health care industry
Multi-channel customer support
CRM Software - build, contract, buy or customize?
The outsourcing of business intelligence
Customer retention in tough economy
Developing a customer support department
Customizing Onyx products
Selling your senior management on CRM
Windows 2000 Datacenter Server certification
Formalizing alliance with product partners
Can Siebel handle verticalization?
Using MS Outlook/Exchange for CRM
The role of the call center team leader
Clarifying product strategy
Confidence and support in data mining
South American CRM market
YOUcentric's Web-based CRM solution
Recommendations for load balancing
On-hold messaging, IVR and centralized 800#s
Annual growth rate of CRM industry
Balancing quality with quantity
Call center reporting software
Remote call center agents
Call center performance metrics
Finding European customer contact centers
Creating a business systems analysis
What is ICT?
Finding local CRM companies
Justifying customer satisfaction measures
Call center vs. contact center
Cost/benefit analysis of IT
Is ERP needed to implement CRM?
Comparing CRM package prices and features
Is CRM implementation in 90 days possible?
Using real-time, Class I ODS for customer data
ATG - a CRM company?
What is a compass?
Creating customer loyalty
Pricing outsourced contact centers
Which CRM packages are popular in Europe?
Call center management package and workflow information
Customer churn in the telecom industry
Typical implementation cycle
Steps for and where to find information on database security
Email marketing programs for personalized emails
Determining ROI for CRM
A best practice scenario
The importance of having a strong relationship marketing strategy
Causes of high CRM failure rate
Questions on Internet marketing programs
Is voice over IP ready for today's call centers?
E-tail vs. retail
Generic vs. customized CRM products
Change management certification
CRM growth rate
Getting strong returns on email campaigns
Benchmarking information for customer contact centers
Choosing an eCRM application
Choosing an eCRM application - Part II
Segmentation of customers in the telecom sector
Comparing CRM software prices in Europe and U.S.
Location for call center
Helping contact centers manage e-mail load
Most important thing in creating customer loyalty
CRM in European marketplace