CRM strategy and implementation

  • September 28, 2007 28 Sep'07

    CRM upgrade helps firm take secure data on the road

    Eaton Vance decided that its new products and a need for mobile security made the time right for a CRM upgrade.

  • September 27, 2007 27 Sep'07

    Basic best practices for a CRM upgrade

    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.

  • September 13, 2007 13 Sep'07

    Call center relies on local talent, Web 2.0 technologies

    Internal chat, a wiki, and locating its call center in rural New York have helped Partsearch maintain a focus on customer service.

  • August 17, 2007 17 Aug'07

    Government looks to CRM with Citizen Relationship Management

    Government agencies are beginning to embrace business concepts and are increasingly turning to CRM to modernize legacy systems and treat citizens as customers.

  • August 08, 2007 08 Aug'07

    Lead scoring, Marketing's answer for Sales

    One marketing department no longer hears "these leads suck" from sales. Lead scoring put an end to that.

  • July 02, 2007 02 Jul'07

    NetSuite third to take SaaS CRM public

    NetSuite, an on-demand CRM, ERP and e-commerce vendor, registered for an IPO as it targets SMBs and takes on SAP, and Microsoft.

  • June 26, 2007 26 Jun'07

    Taco Bell wins with customer service take out

    Taco Bell's customer service outsourcer calls its agents customer maniacs and rewards them for taking the customer's point of view.

  • June 19, 2007 19 Jun'07

    AAA sees savings, service improvement with call recording

    The AAA of Washington and northern Idaho has reduced hold time, doubled agent evaluations and sped up claims processing by recording customer interactions.

  • June 01, 2007 01 Jun'07

    Seven things you need to know about speech analytics

    Call center expert Donna Fluss gives advice on evaluating and implementing speech analytics technology in this podcast. Fluss offers an introduction to speech analytics and what its implications are for call centers.

  • May 31, 2007 31 May'07

    Telecom uses speech recognition to drive customer satisfaction

    Telecom New Zealand has tripled callers' customer satisfaction by using a speech recognition application to deflect and properly route calls.

  • May 07, 2007 07 May'07

    Managing remote call center agents: 14 best practices

    Many organizations are embracing the concept of remote call center agents, but the most significant concern is how to manage these agents without personal contact from the call center supervisor. In her latest column, Donna Fluss outlines best ...

  • April 18, 2007 18 Apr'07

    CDC buys Saratoga Systems

    CDC has added Saratoga to its portfolio of CRM companies. Saratoga joins other recent acquisitions Pivotal and Respond.

  • April 09, 2007 09 Apr'07

    Building a customer-centric organization

    A major impediment to building a customer-centric organization is the conflicting goals of the primary customer-facing departments: sales, marketing and service. Somehow, in the drive to achieve goals, each department loses sight of customers as ...

  • April 04, 2007 04 Apr'07

    CRM for financial services: Top five headlines

    Get the top headlines on CRM for financial services here. Find out more about the top news about CRM and its place in this vertical industry.

  • April 03, 2007 03 Apr'07

    SaaS CRM software takes vertical approach

    RightNow and have both released vertical versions of CRM recently. On-demand is catching up with on-premise, but both have a long way to go.