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Call center software and call center management
It is said that the call center is the heart of any enterprise, given that customers are the life-blood. As such, implementing call center software and managing call center resources is essential for the overall health of your organization. If you are having issues obtaining the maximum benefit from your call center, consider our expert advice to be just what the doctor ordered. |
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Call center software and metrics
As companies work to build and retain customer loyalty, the traditional call center concept is rapidly evolving. Strong customer interactions are an essential part of the overall customer relationship management process. As a CRM professional, you need to successfully manage call center software and technology, and these metrics will help you do so. |
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CRM ROI
Looking for honest answers on the ROI for CRM? Expert Tom Pisello is a veteran in the market and he can help you understand the impact of CRM technology as well as the ROI and total cost of ownership (TCO) of CRM. |
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Customer equity: Long-term and short-term
Customers are your scarcest resource, but do you really understand what they're worth to your company in the short-term and in the long-term? In this section, renowned customer strategy experts Don Peppers and Martha Rogers will answer your toughest questions on customer equity.
Listen to Creating Customer Value, a SearchCRM.com monthly podcast series with Peppers and Rogers. |
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Building trust with customer strategy
Customers won't stay loyal unless they have trust in your company and your brand. Learn how to build trust with strategic advice from Don Peppers and Martha Rogers, world-renowned experts in consumer relationships.
Listen to Creating Customer Value, a SearchCRM.com monthly podcast series with Peppers and Rogers. |
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Customer experience management
While every company dreams of customer loyalty, many fail to create and deliver distinctly different customer experiences that merit the price and loyalty they are asking for. Find customer experience management advice here and learn how to keep your customers coming back. |
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Customer loyalty
The ever-elusive loyal customer: what is the secret to ensuring strong customer retention? Measuring, managing and understanding customer loyalty are some of the topics included in this category. |
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Using Oracle/Siebel/PeopleSoft CRM
Looking for honest answers about how Oracle will absorb Siebel, PeopleSoft and other acquisitions? How about what this will mean for the CRM market in general? William Band, a member of the business process platform applications team at Forrester Research, has helped many clients make the right choice in their CRM vendor selection. He can also help you establish and validate a CRM strategy for success. |
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Using SAP CRM
As SAP turns more attention to the CRM market, more and more customers are looking for advice on using SAP CRM. Get valuable tips from our veteran expert here. |
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Using Microsoft CRM
Microsoft CRM is poised for significant growth in the upcoming years, and you may be wondering how it compares to other CRM vendors. Learn about evaluating Microsoft CRM and using Microsoft's CRM technology in your organization. |
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Evaluating CRM software
Let's face it -- making a CRM decision can be intimidating with all of the CRM products on the market. Which one is best for your organization? Ask Paul Greenberg about the intricacies of CRM technology and get important answers to help you make well-informed decisions. |
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SaaS CRM vs. CRM on premise implementations
It's hard not to get involved in the SaaS vs. on-premise debate for CRM. If you want honest advice and tips to help you evaluate which option is right for your business, ask our market expert Denis Pombriant. |
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Sales force automation (SFA)
Whether you are implementing new sales technology or trying to refine sales performance metrics, it's important to make sure your sales strategy complements your overall CRM endeavors. Take advantage of CRM guru Liz Roche's knowledge to optimize the sales force at your organization. |
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CRM software for SMB
There's plenty of CRM activity in the small and midsized business (SMB) market. In fact, many analyst firms predict the SMB space will be the fastest growing segment of CRM for the next several years. But there are a lot of challenges for smaller companies who want to get rolling with CRM -- like smaller budgets and fewer resources. Get some advice on how to make CRM work for your SMB company from our seasoned veteran. |
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