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CRM strategy
Use these resources to build a strong CRM strategy. Learn how to start a CRM strategy with the latest news, expert advice and learning tools. Learn how to build and implement a customer-focused strategy for CRM. Get expert advice on developing a customer equity management strategy and learn how to create customer satisfaction survey. Get in-depth information on customer experience management (CEM) and how it differs from CRM. Find out how to conduct a CRM system and process audit. Learn how to measure ROI following a CRM implementation. Get pointers for evaluating your CRM strategy and customer service strategy with the CRM strategy checklist. Listen to podcasts on developing customer strategies, CRM strategies and customer equity strategies. Get tips for optimizing your CRM strategy, shopping for CRM systems and avoiding failure. Get best practices for building a call center strategy.
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Gartner: CRM spending looking up
SearchCRM.com | 29 Apr 2008
ARTICLE - The economy isn't keeping CRM down. CRM spending is expected to grow 14% this year, according to Gartner.
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| EXPERT TECHNICAL ADVICE: 1 - 3 of 89 |
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Identifying customer needs to create customer value
23 Apr 2008
EXPERT ANSWER - Understanding and identifying customer needs is a complex but necessary process for creating value for your company. Expert Don Peppers gives tips for understanding and acting on customer needs in the expert response.
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| REFERENCE & LEARNING: 1 - 3 of 51 |
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Knowledge management in the call center: Top 10 buzzwords
Amanda Malgeri, Assistant Editor | 29 Feb 2008
TOP BUZZWORDS - Knowledge management has a wide variety of terms and definitions associated with it. We've compiled this list of knowledge management buzzwords specifically for the call center. |
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CRM ROI quiz
SearchCRM.com | 28 Jan 2008
QUIZ - There's still a lot to learn about ROI for CRM. Take this quiz to test your knowledge of ROI and read expert advice on how to get ROI from your CRM projects. |
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Understanding customer behavior with Don Peppers
Published by: SearchCRM.com | 25 Apr 2008
PODCASTS - In the April installment of the Creating Customer Value podcast series, Don Peppers takes questions from readers on handling customer complaints and analyzing customer needs.
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Customer value in the long-term with Don Peppers
Published by: SearchCRM.com | 28 Feb 2008
PODCASTS - Learn how customer value changes over time and learn strategies to increase customer value in this customer equity podcast with Don Peppers.
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| BEST WEB LINKS: 1 - 1 of 1 |
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escalation plan
10 Aug 2006
WORD - An escalation plan is a set of procedures set in place to deal with potential problems in a variety of contexts. In a call center, for example, an escalation plan specifies measures to be implemented when unexpected strain ...
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collaborative CRM
30 Nov 2003
WORD - Collaborative CRM is an approach to customer relationship management (CRM) in which the various departments of a company, such as sales, technical support, and marketing, share any information they collect from interactions ...
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project planning
18 Feb 2004
WORD - Project planning is a discipline for stating how to complete a project within a certain timeframe, usually with defined stages, and with designated resources. One view of project planning divides the activity into:Setting ...
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