Ask the Experts

Ask the Experts

• 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

• Improving agent performance in the call center with five steps

  Improving the performance of a call center agent who fails the established quality criteria is one of the biggest challenges for managers. Read five steps from Donna Fluss to help improve agent performance.  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

• 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

• 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