Ask the Experts

Help desk supervisor goals for providing service and support

Expert Donna Fluss gives advice on the role of help desk supervisors, offers tips for best providing service and support and explains their relationship with call center management. Continue Reading
Advantages of business process outsourcing with on-demand CRM

Expert Denis Pombriant answers a reader question about how a company using business process outsourcing (BPO) can also use Software as a Service (SaaS) or on-demand CRM to its best advantage. Continue Reading
What NetSuite's IPO means for SaaS and on-demand CRM

Expert Denis Pombriant offers his take on NetSuite's recent IPO announcement and what it means for the SaaS and on-demand CRM market. Continue Reading
Offering customer refunds as part of a customer service strategy

Expert Lior Arussy advises a reader on call center agents offering credits or refunds as part of a customer service strategy. Continue Reading
Customer satisfaction and retention -- what's the correlation?

Expert Lior Arussy explains why customer satisfaction is not necessarily the best indicator of customer retention; companies should look at purchases and other actions rather than complaints handled. Continue Reading

Five ways to improve customer satisfaction in a call center

Expert Lior Arussy offers five tips on improving customer satisfaction through the call center. Continue Reading
SAP CRM upgrades: How a consultant can help

SAP CRM expert Srini Katta offers advice on the role of a consultant during an SAP CRM upgrade. Continue Reading
Upgrading to SAP CRM 5.0: Tips for success

SAP CRM expert Srini Katta advises a reader on the main points to consider for a smooth SAP CRM upgrade. Continue Reading
What to cover during a quality monitoring review in the call center

Donna Fluss outlines what to evaluate during a quality monitoring (QM) review in the call center in this tip. Continue Reading
What call center technology is necessary for home-based agents?

Read Donna Fluss's advice on how to set up home-based agents and what call center software is best for remote agents in this tip. Continue Reading
CRM application upgrade decision checklist based on business needs

Learn how a decision checklist can help you decide if a CRM upgrade meets your business needs. Continue Reading

Using CRM strategy consulting to prepare for Oracle Fusion

Bill Band recommends that Oracle CRM users use consulting to prepare for Oracle Fusion. Learn more in this tip. Continue Reading
Change management aspects of a CRM upgrade

According to research by Forrester, a change management officer can help manage a CRM upgrade. Learn more in this tip. Continue Reading
Exceeding customer expectations in the short- and the long-term

It's very hard to keep exceeding customer expectations, especially as they are always going up. Read advice from Don Peppers here. Continue Reading
Planning for downtime with on-demand CRM

Learn best practices to utilize if your on-demand CRM application goes down in this tip. Continue Reading