CRM strategy and implementation
- June 03, 2008
Chief customer officers require a specific skill set that demands communication, energy and patience, according to Forrester Research.
- May 27, 2008
A review of contact center priorities and performance 10 years ago and today finds that CRM initiatives like customer lifetime value have taken a backseat to finding efficiencies.
- May 08, 2008
Little has changed since Gartner last ranked CRM for customer-service contact centers. CRM vendors need to adapt to the changing customer service environment, Gartner warns.
- April 25, 2008
In the April installment of Creating Customer Value, a podcast series with Peppers and Rogers, Don Peppers takes questions from readers on handling customer complaints and analyzing customer needs. Peppers urges readers to adopt complaint "discovery...
- April 08, 2008
Speech analytics technology is creating a dilemma in organizations as they struggle to place speech analytics in the context of the broader analytics and operational strategy.
- March 25, 2008
Learn how to calculate occupancy or utilization in the call center and how to integrate this metric into your call center strategy.
- March 11, 2008
The latest release of Oracle's SaaS product features integration with Internet portals and mobile workforce enhancements.
- February 19, 2008
Oracle is making its on-demand CRM application available in a single-tenant environment, providing users with compliance or security concerns their own database.
- January 23, 2008
Front line employees often possess the best insight into improving customer service. Tapping into that is a key advantage.
- December 27, 2007
CRM experts share their thoughts on 2007 and how trends like customer surveying, self-service and Software as a Service (SaaS) affected customers and the CRM landscape.
- December 26, 2007
CRM experts share their thoughts on 2007 and how trends like self-service, speech analytics, SaaS, mobile CRM and Web 2.0 affected customers and the CRM landscape.
- November 13, 2007
Embarking on a CRM project, Schneider discovered a customer master was vital not only to CRM but to many of its strategic growth objectives.
- October 18, 2007
Work-at-home agents need different attention and require uniform training and service level agreements that focus on more than numbers.
- September 28, 2007
Eaton Vance decided that its new products and a need for mobile security made the time right for a CRM upgrade.
- September 27, 2007
Listen to this podcast with Richard Smith for best practices during a CRM upgrade, with tips on training software users, using a partner or consultant and shopping around for CRM vendors.