What is OLAP?
CRM vs. database marketing
Real-time analytic systems
Reward system for users of free service
CRM evaluation criteria
Major players in CRM analytics
Usabilty criteria and customer loyalty
Adding SAS (SRM) to an eProcurement solution
Will divine sink or swim?
Web data technologies
Analytics and customer loyalty
Data warehouse schema
Evaluating mid-market CRM packages
Customer loyalty trends
Top e-survey tools
What is e-CRM?
CRM packages for UK telemarketing
Low cost solutions for small call centers
Cost vs. functionality
Hosted vs. premise based contact center solutions
A structure for managing CRM analytics
PeopleSoft vs. Siebel
Call centers in underdeveloped countries
CRM strategy in 2002
Customer interaction centers in 2002
How does customer service affect loyalty?
ERP and CRM vendors
The difference between CRM analytics and traditional data mining
In-house vs. vendor applications
Testing a CRM system
Hotel loyalty program
ROI for CRM analytics
CRM functionality and profitability
Customer loyalty and commodity products
Electronic document management
CRM implementation framework
Basics of CRM strategy
IVR menu systems - Traditional vs. Automatic Speech Recognition
Measuring customer attention
Customer satisfaction vs. customer loyalty
What makes "analytical CRM" solutions analytical?
Why do some CRM projects fail?
Finding local call centers
Measuring customer loyalty, customer lifetime value
When sales team won't use CRM system
Siebel difficult to configure?
Crystal Decisions's place in the CRM BI picture
Analytical CRM: An extension of BI?
What is a loyalty card?
BI application: Build or buy?
CRM Software - build, contract, buy or customize?
Multi-channel customer support
Call centers in health care industry
The outsourcing of business intelligence
Customer retention in tough economy
Developing a customer support department
Selling your senior management on CRM
Customizing Onyx products
Can Siebel handle verticalization?
Using MS Outlook/Exchange for CRM
The role of the call center team leader
Windows 2000 Datacenter Server certification
Formalizing alliance with product partners
Clarifying product strategy
Confidence and support in data mining
Recommendations for load balancing
YOUcentric's Web-based CRM solution
South American CRM market
On-hold messaging, IVR and centralized 800#s
Annual growth rate of CRM industry
Balancing quality with quantity
Call center reporting software
Remote call center agents
Call center performance metrics
Finding European customer contact centers
Creating a business systems analysis
Finding local CRM companies
What is ICT?
Justifying customer satisfaction measures
Call center vs. contact center
Cost/benefit analysis of IT
Is ERP needed to implement CRM?
Comparing CRM package prices and features
Is CRM implementation in 90 days possible?
ATG - a CRM company?
What is a compass?
Using real-time, Class I ODS for customer data
Calculating ROI for CRM
Creating customer loyalty
Pricing outsourced contact centers
Which CRM packages are popular in Europe?
Call center management package and workflow information