For more information about the site, see the Site Index

• Implementing a customer loyalty program with a road map
• How to get rid of problem customers: Was Sprint justified?
• Microsoft CRM Live: Pricing and long-term options
• Creating Microsoft templates for Dynamics CRM with Snap tools
• Microsoft CRM support and maintenance for a small business
• Comparing Oracle E-Business Suite and Microsoft Dynamics CRM
• Driving customer equity by empowering and training call center agents
• Gaining your customer's trust with first call resolution
• Should profitable customers be the top priority for our customer service efforts?
• Are preferred customer punch-card programs effective?
• How to evaluate call center quality analyst performance
• Call center utilization (occupancy) -- tips on using and calculating
• Calculating the call center agent seat utilization ratio
• Reporting a combined service level from several call centers
• Calculating abandoned call rates in the call center -- what to include
• Advantages of business process outsourcing with on-demand CRM
• Help desk supervisor goals for providing service and support
• What NetSuite's IPO means for SaaS and on-demand CRM
• Customer satisfaction and retention -- what's the correlation?
• Five ways to improve customer satisfaction in a call center
• Offering customer refunds as part of a customer service strategy
• SAP CRM upgrades: How a consultant can help
• Upgrading to SAP CRM 5.0: Tips for success
• Improving agent performance in the call center with five steps
• What to cover during a quality monitoring review in the call center
• What call center technology is necessary for home-based agents?
• Change management aspects of a CRM upgrade
• CRM application upgrade decision checklist based on business needs
• Using CRM strategy consulting to prepare for Oracle Fusion
• Common pitfalls with Software as a Service (SaaS) CRM
• Planning for downtime with on-demand CRM
• Exceeding customer expectations in the short- and the long-term
• Why are loyal customers harder to find today?
• Do customer-managed relationships play a role in CRM strategy?
• Audit: How effective is your CRM system?
• Definition: Hosted CRM vs. SaaS CRM vs. on-premise CRM
• How can customer service and sales departments work together to build trust?
• Code fixes to update lead contact dates in Microsoft CRM
• Preview of Microsoft's advanced analytics tools for Dynamics CRM
• Integrating Microsoft Dynamics CRM and Amdocs Clarify
• Finding average handle time (AHT) information with reporting tools
• Customer service complaints -- comparing by industry
• Reducing short calls and unproductive calls
• Calculate average speed of answer (ASA) with workforce management
• Call center error rate: Is there an industry standard?
• Agent utilization (occupancy) in a small call center
• How to determine which help desk metrics to use
• Calculating call center agent churn
• Analyzing consolidated vs. decentralized customer service
• Is first call resolution key to a good customer experience?
• Introducing the importance of a good customer experience during call center training
• Can call center up-selling negatively affect the customer experience?
• How will Oracle Fusion bring together Oracle CRM, Siebel CRM and PeopleSoft CRM?
• Is Siebel SFA a good choice in today's market?
• Working the call center night shift -- tips for agents
• How should I be calculating IRR with SAP CRM?
• Is integration possible between Microsoft CRM and SAP CRM?
• How can I run call center agent training on a shoestring budget?
• Exceed customer expectations to avoid cognitive dissonance and decreased loyalty
• How should we be measuring customer equity on a balance sheet?
• Can I use multiple channels as effective marketing strategies to build trust?
• How should we define customer equity in the short-term and the long-term?
• Does ethical behavior build customer trust?
• Employee loyalty can help optimize the customer experience
• Are there loyalty programs designed for hospital patients?
• Evaluating voice mail software for the call center -- a short list of vendors
• Best practices for lead management in Microsoft CRM
• What's the best method for customer data entry in Microsoft CRM?
• Does Siebel CRM software offer too much functionality for a small business?
• Comparing net present value (NPV) and ROI for CRM projects
• How can we quantify ROI for a customer loyalty program?
• Should I use a combination of IRR, NPV and payback for capital budgeting?
• What's the best help desk application?
• What vendors offer effective customer experience survey tools?
• Hyperion Reporting vs. Cognos ReportNet
• Connecting SAP CRM and a non-SAP system using SAP Java Connector
• Learning tools for the SAP CRM beginner
• What's the testing process for an SAP CRM implementation?
• How is relationship marketing changing the way marketers look at customers?
• Call center training and other ways to occupy agents during off-peak hours
• How can understanding customer value lead to successful marketing?
• Customer retention involves using the closest touch points -- sometimes, delivery drivers
• Call center salary: How to reward agents based on a performance appraisal
• Information on Microsoft CRM pricing and return on investment (ROI)
• Service-level agreement template to prepare for call center outsourcing
• Who is ultimately responsible for call center quality assurance?
• Finding call center turnover rates for specific geographical areas
• Adherence to schedule in the call center
• In customer loyalty programs, what percentage of customers typically redeem rewards?
• Calculating customer defection and customer retention rates
• What metrics best measure call center efficiency?
• When is the relationship marketing approach the best for a marketing strategy?
• Can I use SAP CRM middleware for XML communication between systems?
• Nine tips to get started as an SAP CRM consultant
• Can our call center drop rude customers?
• Data breach notification must demonstrate commitment to customer service
• Building a call center for an online travel company
• Can online customer service drive customer loyalty?
• Analyzing Oracle's acquisition of Hyperion
• Call center training for communication skills in sensitive customer situations



• More