Ask the Experts

Ask the Experts

• How many call centers under utilize technology?

  Lori Bocklund discusses under-utilized technology in the call center and gives tips on how best to fully utilize technology.  Continue Reading

• Transferring data from ECC 6.0 to SAP CRM 5.0

  Expert Srini Katta explains to a reader how to transfer employee data to SAP CRM 5.0.  Continue Reading

• SAP CRM vs. MySAP CRM

  Is there any difference between mySAP CRM and SAP CRM? Expert Srini Katta answers this reader's SAP CRM question.  Continue Reading

• Using SAP XI to integrate SAP CRM with Oracle

  Expert Srini Katta offers advice on Oracle integration with SAP CRM using SAP XI.  Continue Reading

• Understand potential customer value before firing problem customers

  If you're making the decision to cut off unprofitable customers, make sure you first understand the customer's potential value as well as their current value. And make sure the organization has enough information to determine if the customer's ...  Continue Reading

• Significant differences between customer experience management (CEM) and CRM

  CRM is how a customer looks to a company, while CEM is really how the company looks to the customer, according to Martha Rogers. Learn more in this tip.  Continue Reading

• Creative marketing ideas for difficult-to-market products

  Learn how creative marketing ideas like working with partners can help attract attention for products that are difficult to market in this tip from Martha Rogers.  Continue Reading

• Choosing call center technology for a better customer experience

  Expert Lior Arussy offers advice on choosing call center technology to create a better customer experience.  Continue Reading

• Can we increase customer profitability by starting a call center?

  Martha Rogers explores how the call center contributes to customer profitability in this expert tip.  Continue Reading

• Outbound calling and the customer experience

  Expert Lior Arussy advises a reader on creating a positive customer experience during an outbound call with a customer.  Continue Reading

• Quality calibration in the call center for multiple languages

  Expert Donna Fluss advises a reader on call center quality calibration across multiple languages.  Continue Reading

• Pay-for-performance for call center agents

  Donna Fluss explains to a reader how a pay-for-performance system in the call center encourages strong agent performance.  Continue Reading

• Call center employee incentive programs

  Expert Lori Bocklund advises a reader on how to set up a call center employee incentive program and which metrics to use as a base.  Continue Reading

• Microsoft CRM implementation on a Small Business Server (SBS)

  Expert Richard Smith advises a reader who's considering a Microsoft Dynamics CRM implementation on an existing Microsoft Small Business Server (SBS).  Continue Reading

• Comparing Microsoft CRM and GoldMine CRM software

  Expert Richard Smith offers a comparison of Goldmine's CRM software vs. Microsoft Dynamics CRM.  Continue Reading