November 2006

• November 30, 2006 30 Nov'06

  Voices of CRM: John Ragsdale on self-service

  John Ragsdale, vice president of research for the SSPA discusses self-service technology moving from a tactical to a strategic imperative, microsites and the vendors in the market.  Continue Reading

• November 28, 2006 28 Nov'06

  Customer self-service quiz answers

  Looking for a cheat sheet to SearchCRM.com's Customer self service quiz? Read answers and get detailed information on all related CRM topics, including the benefits of self service technology and how to select and manage self service ...  Continue Reading

• November 28, 2006 28 Nov'06

  Customer self-service quiz

  Many CRM practitioners are aware of the cost savings associated with self service. But there is a lot more you need to know in order to use self service effectively in your organization. Test your self service savvy with this quiz from SearchCRM.com.  Continue Reading

• November 27, 2006 27 Nov'06

  Salesforce.com boosts CRM integration

  As it looks to extend its platform, the CRM and SaaS company will release features to help users integrate with Oracle 11i, middleware vendors and legacy systems.  Continue Reading

• November 21, 2006 21 Nov'06

  Customers make great marketers

  Customers aren't just a focus at KarmaLoop, an online apparel retailer; they market and sell the product as well.  Continue Reading

• November 21, 2006 21 Nov'06

  Amidst CRM consolidation, vertical applications shine

  Siebel dominates many of the vertical CRM markets, but some companies are selecting best-of-breed software even as they're being swallowed up by the major vendors.  Continue Reading

• November 20, 2006 20 Nov'06

  Is a Siebel upgrade worth the money?

  If you're considering an upgrade of Siebel CRM, read this tip from William Band, including budgeting costs for Siebel CRM and how to build a business case for upper management.  Continue Reading

• November 17, 2006 17 Nov'06

  Web self service: Building a business case

  Beyond the allure and seemingly straightforward benefits of self service lie a few "gotchas" that are critical to both leveraging and building a credible, sustainable business case for self service. Allen Bonde, Senior Vice President of Strategy & ...  Continue Reading

• November 16, 2006 16 Nov'06

  10. Employee self service vendors

  Employee self service vendors are varied and include Oracle and iClick. Find out another in this tenth quiz answer from SearchCRM.com.  Continue Reading

• November 16, 2006 16 Nov'06

  8. Agent use of an employee self-service system

  What's the best way for agents to enter information into the knowledge base in an employee self service (ESS) system? This eighth quiz answer from SearchCRM.com's quiz will tell you.  Continue Reading

• November 16, 2006 16 Nov'06

  9. Metrics to measure after implementing employee self service

  After implementing an employee self-service system, help desk employees and call center agents should be measured differently. Find out which metrics are important in this quiz answer from SearchCRM.com.  Continue Reading

• November 16, 2006 16 Nov'06

  Measure loyalty programs by more than ROI

  ROI analysis only provides part of the equation in measuring ROI of a loyalty program. Companies should also measure causality.  Continue Reading

• November 15, 2006 15 Nov'06

  7. This employee self-service search tool uses natural language and follow-up questions

  This employee self service (ESS) tool lets employees use natural language and specific questions to find answers to problems on their own. This is the answer to the seventh question of SearchCRM.com's employee self service quiz.  Continue Reading

• November 15, 2006 15 Nov'06

  3. Employee self-service applications access

  Access to employee self-service applications is discussed in this answer to the third question of SearchCRM.com's employee self service quiz.  Continue Reading

• November 15, 2006 15 Nov'06

  2. Employee self-service software and human resources management software

  The answer to the second question of SearchCRM.com's employee self service quiz explains employee self service and human resources management software.  Continue Reading

• November 15, 2006 15 Nov'06

  4. Employee self-service applications in relation to enterprise resource planning (ERP) applications

  Employee self-service applications and how they fit into enterprise resource planning applications is discussed in this answer to the fourth question of SearchCRM.com's quiz on employee self service.  Continue Reading

• November 15, 2006 15 Nov'06

  Call center at Virgin Mobile gets personal

  Virgin Mobile Canada's approach to call center management puts the emphasis on agent individuality and chooses customer rapport over rules and metrics.  Continue Reading

• November 15, 2006 15 Nov'06

  Employee self service quiz

  Employee self service (ESS) can be used to help employees handle routine tasks and for help desk employees and call center agents to assist customers better. Test your knowledge of employee self service with this quiz from SearchCRM.com.  Continue Reading

• November 15, 2006 15 Nov'06

  6. Staffing requirements for knowledge management or self-service systems

  Does a knowledge management or self-service system require more employees? The answer to the sixth question of SearchCRM.com's employee self service quiz explains.  Continue Reading

• November 15, 2006 15 Nov'06

  5. This part of employee self service involves gathering and using information within a company

  Part of employee self service that gathers and shares information is discussed in the answer to the fifth question of SearchCRM.com's employee self service quiz.  Continue Reading