CRM strategy

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.

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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.

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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.

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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.

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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

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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:  Web 2.0 and CRM, CRM implementation, Upgrading CRM software, CRM ROI, CRM industry news