Ask the Experts

Ask the Experts

• How to conduct successful IVR surveys

  Find tips for getting customers to take IVR surveys and learn the pros and cons of written surveys, outbound call surveys and SMS surveys in this Q&A.  Continue Reading

• What formulas should we use to measure customer loyalty?

  Learn a few ways to measure customer loyalty and find out about customer spend or "share of wallet," which expert Michael Lowenstein believes to be the most consistent and reliable way to track customer retention.  Continue Reading

• Five things to include in a customer loyalty survey

  Discover the top five things a customer loyalty survey should include and learn, in general, how long customer surveys should be in this expert tip.  Continue Reading

• Overview of open source call center software

  Get an overview of open source call center software and learn about open source software vendors and open source telephony systems on the market.  Continue Reading

• How can we reduce customer defection rates when changing our products?

  Learn what companies can do to reduce the risk of customer defection and keep customer defection rates low when making major changes to a product.  Continue Reading

• Four ways to build customer confidence in a new consultancy

  Learn four tips for building customer confidence in a new consultancy and get an expert's opinion on prospecting for new customers in this expert tip.  Continue Reading

• Comparing Oracle pricing and licensing fees to prices from Salesforce.com and Microsoft

  Discover how to compare Oracle pricing and licensing fees to prices from Salesforce.com and Microsoft. Learn about cost advantages of SaaS CRM for small businesses.  Continue Reading

• Are Oracle Fusion applications based on Siebel CRM?

  Find out if Oracle Fusion applications are based on Siebel CRM. Get help deciding between Oracle Siebel CRM and PeopleSoft CRM in this expert tip.  Continue Reading

• Are customer testimonials effective for building customer trust?

  Learn which type of customer testimonial is the most effective for building customer trust and get other strategies for building the trust of customers.  Continue Reading

• Creating work-at-home agent agreements for call center employees

  Learn what to include in work-at-home agent agreements and get a list of categories the agent agreement should address in this expert tip from Donna Fluss.  Continue Reading

• The pros and cons of developing CRM in-house

  Discover the pros and cons of developing CRM in-house in this expert tip. Learn which type of company would benefit from a CRM system developed in-house.  Continue Reading

• Are there limitations to SAP CRM On Demand?

  Learn about the integration limitations of SAP CRM On Demand and get more information on SAP CRM in this tip from SAP CRM expert Srini Katta.  Continue Reading

• Six Microsoft accelerators for Dynamics CRM 4.0

  In this Q&A, learn more about the current list of Microsoft accelerators available for Microsoft Dynamics CRM 4.0 and get tips for deploying them within CRM.  Continue Reading

• Integrating SAP CRM 3.0 and SAP ECC 6.0

  Find out if it's possible to run SAP CRM 3.0 and SAP ECC 6.0 simultaneously in this expert tip. Learn about SAP R/3 plug-ins available in SAP ECC 6.0.  Continue Reading

• Is Microsoft Dynamics CRM 4.0 and Lotus Notes integration possible?

  Find out about integration between Dynamics CRM 4.0 and Lotus Notes. Lotus Notes users can find tips for monitoring emails through Dynamics CRM 4.0.  Continue Reading