Features

Features

• Forrester reviews a wave of CRM software products

  Forrester makes heads and tails of CRM software in a market that’s seeing extensive vendor consolidation and more cloud deployments.  Continue Reading

• Southwest, others make mobile and social CRM fly

  Southwest’s customer advocacy guru offers tips and advice for companies interested in starting or improving their social CRM approaches.  Continue Reading

• Team building boosts contact center agents’ performance

  Incorporating group team-building activities into contact center agents’ schedules can have numerous benefits, observers say, such as boosting morale and fostering camaraderie.  Continue Reading

• Contact center strives for strategic role in customer experience management

  It may live on the front lines of day-to-day customer interaction, but the contact center is not always a pivotal piece of companies' customer experience management (CEM) plans. Here's how to transform the contact center into a strategic CEM asset.  Continue Reading

• Desktop analytics: A game changer for contact centers, back offices

  Expert Donna Fluss says companies should consider a new type of analytics -- desktop analytics -- to accurately provide feedback on the contact center and the back office.  Continue Reading

• Bridging the customer experience chasm

  Management may be pushing a customer-centric mandate, but without the right culture and processes in place, it's not just to get employees get on board.  Continue Reading

• Treat customers well, but stay profitable

  This excerpt from The Customer Experience Edge examines the four essentials of customer experience management, why customer engagement is important and how to put them into action.  Continue Reading

• Nurturing a long-term lead with CRM strategies

  Sealing the deal with a long-term lead requires an effective CRM strategy. An aggressive set of direct marketing strategies greatly increases the chance that a long-term lead can become a sale. Through many touches and much diligence, all of that ...  Continue Reading

• A new approach to sales lead generation, management, and nurturing

  The best practice for leads generation comes from hiring outside help; a company with people who can act as lead farmers, managing leads in a way that promotes long-term success. Sales and marketing departments are not configured in a way that ...  Continue Reading

• The importance of long-term sales lead management

  Companies frequently fail to see the value of long-term sales lead management, instead pursuing short-term, hot leads that often fail to result in sales. Approaching a sale with foresight and a focus on prospect development produces better results.  Continue Reading

• Strategize before diving into social CRM

  Will launching a social CRM initiative be more trouble than it's worth? Maybe, if the project isn't undertaken strategically.  Continue Reading

• Meet the 2009 CRM Products of the Year judges

  This year, our panel of judges for the CRM Products of the Year awards included industry experts and thought leaders specializing in CRM, customer service, marketing and the call center. While some judges chose to remain anonymous, read on to learn...  Continue Reading

• The top CRM advice from experts in 2009

  Get the top CRM advice from our CRM and call center experts in 2009. Find out about CRM market trends and get advice on the changing CRM and call center industry.  Continue Reading

• Beginning a Salesforce.com CRM or SFA project

  A key success factor for any CRM or or sales force automation (SFA) project is making sure to plan out the project ahead of time. This chapter explains the requirements, schedules and costs that are involved in completing a Salesforce.com project ...  Continue Reading

• Developing a CRM implementation schedule

  Get tips for developing a CRM implementation schedule and setting executive expectations for your CRM or SFA project in this chapter excerpt. Also, learn some rules to follow if you're thinking about outsourcing some aspects of your CRM project ...  Continue Reading