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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?
• Mobile CRM
• 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 spending
• CRM-related jargon
• 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
• Wireless capabilities
• 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
• Evaluating RFPs
• Cost/benefit analysis of IT
• Managing data
• Is ERP needed to implement CRM?
• Comparing CRM package prices and features
• Is CRM implementation in 90 days possible?
• Mobile applications
• Using real-time, Class I ODS for customer data
• ATG - a CRM company?
• What is a compass?
• Calculating ROI
• 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
• CRM certification
• 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