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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