CRM strategy

NEWS: 1 - 3 of 79

	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.

	Gartner suggests seven ways to improve the customer experience SearchCRM.com | 04 Mar 2008 ARTICLE - Customer experience initiatives require a total corporate commitment, and there are some key initiatives to focus on, according to Gartner.

	What does a recession mean for CRM spending, deployments? SearchCRM.com | 28 Feb 2008 ARTICLE - With indicators pointing at the very least to a downturn in the economy, organizations may want to re-evaluate CRM initiatives or even spend more in some areas.

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EXPERT TECHNICAL ADVICE: 1 - 3 of 89

CRM STRATEGY EXPERTS
			Don Peppers and Martha Rogers Founding Partners ASK A QUESTION		William Band Principal Analyst ASK A QUESTION

	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.

	Customer complaint handling and resolution policies 23 Apr 2008 EXPERT ANSWER - Expert Don Peppers urges businesses to adopt formal customer compalint handling and resolution policies and work to uncover unvoiced customer complaints.

	Is CMO turnover related to a lack of interest in long-term customer value? 26 Feb 2008 EXPERT ANSWER - Should CMOs focus on long-term customer value? Don Peppers discusses CMO turnover and customer value in this expert response.

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REFERENCE & LEARNING: 1 - 3 of 51

	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.

	Call center scheduling and call center staffing: Top 10 buzzwords Amanda Malgeri, Assistant Editor | 01 Feb 2008 TOP BUZZWORDS - We've gathered the top call center scheduling and call center staffing terms and definitions to get you up to speed.

	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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DOWNLOADS: 1 - 3 of 5

	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.

	Maximizing shareholder value through customers with Martha Rogers Published by: SearchCRM.com | 28 Mar 2008 PODCASTS - In this podcast, Martha Rogers discusses the link between customer value and shareholder value and gives advice for companies looking to win back lost customers.

	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

	Greater China CRM Forum Greater China CRM | 13 Apr 2005 BEST WEB LINK - The third year China CRM Forum and The Award Presentation of Best CRM Practice in China 2004, jointly launched by the authoritative ...

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DEFINITIONS: 1 - 3 of 4

	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 ...

	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 ...

	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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	SEE ALSO - Topics Related to CRM strategy:  CRM implementation, Software upgrades, CRM ROI, CRM industry news