CRM strategy and implementation
- July 31, 2008
As more and more users access websites via mobile devices, marketers and Web designers need to adjust their metrics and analysis.
- June 25, 2008
In this podcast, you'll hear from Don Peppers on tying trust to customer values. He answers questions from readers on building customer trust online, in person, and through an outsourced call center. He also identifies two rules that every ...
- 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.