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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.
IN THIS TOPIC:  NEWS (93) , EXPERT TECHNICAL ADVICE (162) , VIDEO (1) , REFERENCE & LEARNING (67) , DOWNLOADS (9) , DEFINITIONS (4)

  NEWS: 1 - 3 of 93
Text analytics software, net promoter score helps JetBlue take off with customer service
SearchCRM.com | 04 Jun 2009
ARTICLE - A flood of emails that followed the Valentine's Day ice storm of 2007 demonstrated the need for -- and the power of -- text analytics software for JetBlue.
Gartner offers five low-cost CRM strategies
SearchCRM.com | 02 Jun 2009
ARTICLE - Is the recession a good thing for the CRM market? Gartner's Scott Nelson explains how companies can take advantage of conditions with some low-cost CRM strategies.
CRM extending to more than just customer relationships
SearchCRM.com | 26 Mar 2009
ARTICLE - Microsoft with xRM, Salesforce.com with Force.com, and others claim that their CRM applications can be extended to manage more than just customer relationships.
VIEW ALL NEWS ON CRM STRATEGY

  EXPERT TECHNICAL ADVICE: 1 - 3 of 162
CRM STRATEGY EXPERTS
Don Peppers and Martha Rogers
Founding Partners
ASK A QUESTION
William Band
Vice President & Principal Analyst
ASK A QUESTION
Tracking the online customer experience after a website redesign
02 Jul 2009
EXPERT ANSWER - Learn customer experience metrics, including how to track and measure the impact a website redesign may have on the online customer experience, in this expert tip.
What does the chief customer officer (CCO) position really encompass?
20 Mar 2009
EXPERT ANSWER - Learn the meaning behind the CCO position and find out what the CCO job description may or may not include in this expert tip from Don Peppers.
Tips for building great customer experiences with personalized preferences
19 Mar 2009
EXPERT ANSWER - Get tips for building great customer experiences in this expert Q&A. Learn the importance of setting customer expectations and personalizing experiences.
VIEW ALL EXPERT TECHNICAL ADVICE ON CRM STRATEGY

  VIDEO: 1 - 1 of 1
CRM is not dead
SearchCRM.com | 16 Sep 2008
VIDEO - In this video from the Gartner CRM Summit, Scott Nelson, an analyst with Gartner, explains CRM's past and its promise for the future.
VIEW ALL VIDEO ON CRM STRATEGY

  REFERENCE & LEARNING: 1 - 3 of 67
Developing a CRM implementation schedule
By: David Taber | 16 Jun 2009
CHAPTER DOWNLOAD - Get tips for developing a CRM implementation schedule and setting executive expectations for your CRM or SFA project in this chapter excerpt.
Creating a Salesforce.com CRM business case
By: David Taber | 16 Jun 2009
CHAPTER DOWNLOAD - Learn about the three main cost areas: procurement, implementation, and ongoing user expenses and get tips for managing these expenses.
Managing CRM project requirements
By: David Taber | 16 Jun 2009
CHAPTER DOWNLOAD - Get tips for organizing project documents and prioritizing requirements when taking on a Salesforce.com SFA or CRM project in this chapter excerpt.
VIEW ALL REFERENCE & LEARNING ON CRM STRATEGY

  DOWNLOADS: 1 - 3 of 9
Building a customer strategy with Martha Rogers
Published by: SearchCRM.com | 29 Jan 2009
PODCAST - In this podcast, expert Martha Rogers gives tips for updating customer strategies, building a customer strategy from scratch and adjusting an employee strategy during a recession.
Improving customer service through excellence: Chapter download series
Published by: Written by: Lior Arussy | 12 Nov 2008
CHAPTER DOWNLOAD SERIES - This three-part chapter download series features chapter excerpts from expert Lior Arussy's new book, Excellence Every Day.
Measuring call center key performance indicators to optimize cost, quality
Published by: SearchCRM.com | 20 Oct 2008
PODCAST - In this podcast, listeners will find out which call center key performance indicators (KPIs) have the biggest impact on the bottom line and the customer experience. Get tips from a call center me
VIEW ALL DOWNLOADS ON CRM STRATEGY

  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 ...
VIEW ALL DEFINITIONS ON CRM STRATEGY

SEE ALSO - Topics Related to CRM strategy: 
Web 2.0 and CRM, CRM implementation, Upgrading CRM software, CRM ROI, CRM industry news



CRM Solutions presents CRM strategy research, webcasts and CRM strategy news articles

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