TCO of Siebel's CRM OnDemand product (Part 2)
Using a delay message to advise callers when to call
TCO and hosted CRM
CRM and the world of sports
Definitions: NPV, IRR, ROI and payback
A loyalty program with an interactive feature
Datawarehousing hardware requirements
Metrics for the smaller call center
Smaller call centers
Is there a future in CRM?
CRM compatibility with phone systems in England
Public Switched Telephone Network
Using ACT!, looking for a new solution
Labor costs for call centers
Speech recognition user groups
Data modeling: Entity relationship (E-R) vs. dimensional data models
A quick guide to customer lifetime value (CLV)
Bright future for hosted CRM
Completing a CRM ROI analysis
Measuring ROI: Art or science?
To consolidate financials or not?
Expense of new customers vs. existing ones
Tracking wallet share
Integrating CRM packages
A look at performance metrics in a multi-channel call center
Complying with Sarbanes Oxley Act
Customer facing verses customer centric strategies
Installation and user seat reports
CRM in Higher Education
Best software for managing a telemarketing operation
More information on increasing first call resolution
Call center analytics on a tight budget
Hosted IP contact centers
Selecting a CRM package
Expecting too much from CRM?
Recommendation for database for field workers
Mobile telephony loyalty
Is mobile CRM far-fetched?
CRM for the services industry
The role of ISO 9000 in the ICT industry
The promise of performance optimization
Best source for call center metrics
Is Siebel well-managed?
Limitations of SFA/contact management tools
Is SAP CRM needed for 30-person dept.?
Relational vs. dimensional data marts
CRM vs. portal tool
ASP CRM market - Part I
ASP CRM market - Part II
CRM for FMCG companies
Evaluating hosted CRM
CRM job market
Avoiding CRM failure
Data export and call center software for truck dealership
Designing star schema for BI
Industry standard for developing CRM?
Using CRM solution from current ERP provider vs. third party CRM product
Developing a customer loyalty program
Is CRM necessary when there are few customers?
Developing loyalty program for golf club
How early is too early for outbound calls?
Determining frequency of customer contact
Moving from manual to automated processes
Info on hotel loyalty programs
Thoughts on recent CRM acquisitions
Outlook for CRM market
Losing non-profitable customers
Who's in charge of CRM?
CRM and change management
Best practices for email marketing campaigns
Can CRM improve good existing customer relationships?
How is BI different from CRM?
How can CRM be improved upon?
Key metrics for determining ROI
First call resolution
The role of Web self-service
Room for growth in CRM market?
CRM vs. loyalty programs - Part II
CRM vs. loyalty program - Part I
Knowledge management for the help desk
Call center certifications
Exporting data from Siebel
CRM for real estate industry
Business partners and SAP
CRM for healthcare/lab
Building a predictive churn model
CRM implementation advice
Cost-effective reporting packages
Attributing churn to events in telecomm industry
Using 'chat' in contact centers - Part II
Hyatt's customer loyalty program
Using 'chat' in call centers -- Part I
Structured vs. unstructured data