News

News

• May 15, 2012 15 May'12

  Call center agents’ behavior should be focus -- not clunky metrics

  A consultant at the recent ACCE call center expo urged call centers to drop the glut of performance metrics and favor a human approach.

• May 02, 2012 02 May'12

  IBM’s plans are in Tealeaf with purchase of CEM analytics firm

  IBM is strengthening its CRM footing with the acquisition of Tealeaf Technology.

• April 02, 2012 02 Apr'12

  Gartner: Companies must master Master Data Management best practices

  Companies should put aside internal differences to get handle on MDM, a Gartner researcher says at the group’s CRM conference.

• March 29, 2012 29 Mar'12

  Cross-channel communication CEM support: A work in progress

  Industry experts say companies need to step up plans for cross-channel customer service or risk damaging customer experience management strategies.

• January 05, 2012 05 Jan'12

  Employee focus transforms customer experience management strategies

  CEM initiatives suffer when employees can’t provide their perspectives on customer concerns.

• January 03, 2012 03 Jan'12

  Planning and allocating resources for customer experience management

  Customer experience management (CEM) crosses multiple departments and IT systems. How should organizations tackle the enormous task of mapping out a CEM transformation?

• November 29, 2011 29 Nov'11

  Customer experience analytics: Separating hype from fact

  SearchCRM expert Donna Fluss compares the latest types of customer experience analytics applications.

• September 28, 2011 28 Sep'11

  Experts say CEM technology can build single view of customer

  Communicating with customers through multiple channels is not a luxury, it’s a necessity. Find out how companies use CEM technology to craft a single view of the customer across channels.

• July 11, 2011 11 Jul'11

  Red Cross boosts donor relationships with new CRM system

  The American Red Cross hopes to infuse new life into its donor marketing program with an overhaul of its CRM and call center operations.

• July 05, 2011 05 Jul'11

  Front-office technologies in CRM: the new rule of three

  Technology has come to the front office in more ways than one. In fact, three front-office technologies -- social media, analytics and video -- are reshaping the landscape.

• March 22, 2011 22 Mar'11

  PCI DSS offers call center PCI compliance tips

  The payment card industry compliance standards body has released a new document to help contact centers protect sensitive customer data.

• August 26, 2010 26 Aug'10

  Running customer service on Facebook takes tools and training

  Rosetta Stone has launched a program to use Facebook as a customer service channel. It’s all part of a company-wide initiative to be more social.

• April 26, 2010 26 Apr'10

  Switching your focus from B2B to B2C with social media and CRM

  Getting the word out to your customers isn’t just a matter of buying simple advertising anymore -- it’s about engaging with them socially. Denis Pombriant explains the ideas behind this new trend.

• January 27, 2010 27 Jan'10

  10 steps to a practical social media business strategy

  Leveraging social media is an increasingly important -- and rewarding -- project, but it takes careful planning. Columnist Allen Bonde explains.

• January 18, 2010 18 Jan'10

  SAP demos new Twitter integration

  Like many in the CRM market, SAP is seeking to tie emerging social media networks into its CRM software. In this video demonstration, SAP shows off its Twitter integration.

• December 14, 2009 14 Dec'09

  The five dimensions of a social media persona

  Taking a "persona" view toward social media channels can help marketers build campaigns and craft the right tone for their message.

• November 10, 2009 10 Nov'09

  Social media and CRM -- The marketing perspective

  In his first article evaluating the marketing side of social CRM, Allen Bonde offers up some definitions and a framework for discussion.

• October 28, 2009 28 Oct'09

  ERP customer relationship management guide

  ERP CRM modules can help manufacturers with customer MDM across the enterprise, including sales, marketing and services. Discover the features of CRM software in the ERP customer relationship management guide.

• October 20, 2009 20 Oct'09

  Siemens’ long journey to CRM: Custom to SAP to Oracle and more

  At one point, Siemens had 500 CRM systems across the company. It has tried custom development, SAP and now Oracle CRM in an attempt to standardize.

• June 23, 2009 23 Jun'09

  Tips for customer service and sales to build customer trust

  Get tips to improve customer interaction and build customer trust in this podcast. Learn how to train employees on the importance of trust and how to measure the effectiveness of customer service initiatives.

• June 10, 2009 10 Jun'09

  Using Web 2.0 technology to build customer loyalty

  Web 2.0 technologies are changing the way companies build customer loyalty and customer satisfaction. In this podcast, Don Peppers talks about Web 2.0 technology must-haves, how to use social networks to improve customer satisfaction and how ...

• June 04, 2009 04 Jun'09

  The executive's guide to contact center technology planning

  According to some experts, there are six contact center technology trends that will have significant implications for your business in the coming years. In this article, find out about those trends and newer call center software options like Web 2.0...

• May 14, 2009 14 May'09

  New SAP CRM ordering system helps Coke roll out new dispenser

  A new beverage dispenser designed to revolutionize Coke's distribution system demanded a new way for the soda giant to service customers.

• September 08, 2008 08 Sep'08

  Gartner: Measuring the customer experience takes more than one metric

  At its annual CRM Summit, Gartner detailed seven projects that will improve the customer experience.

• June 03, 2008 03 Jun'08

  Chief customer officers need patience, energy

  Chief customer officers require a specific skill set that demands communication, energy and patience, according to Forrester Research.

• May 05, 2008 05 May'08

  The ROI of speech analytics for the call center

  Because speech analytics is new and relatively unknown both within the call center and across the enterprise, it can be perceived as a risky investment. But early adopters have found that speech analytics has a rapid three- to 12-month payback, high...

• March 25, 2008 25 Mar'08

  Designing a call center metrics strategy

  In this podcast, get advice from Lori Bocklund and Steve Suhn of Strategic Contact on the top 10 metrics to consider in the call center.

• March 21, 2008 21 Mar'08

  Understanding call center schedule adherence

  Learn how call center schedule adherence should be measured in this podcast and discover why it is important for call center scheduling and staffing.

• March 21, 2008 21 Mar'08

  Understanding blocking rate for the call center

  In this brief podcast, hear a definition of blocking rate in the call center and learn how to incorporate this metric into your call center strategy.

• January 22, 2008 22 Jan'08

  Creating Customer Value: A series with Peppers and Rogers

  Customer strategists Don Peppers and Martha Rogers offer expert advice in these podcasts. Listen on your computer or download for quick tips on long-term and short-term customer equity and building trust with customer strategy.

• October 08, 2007 08 Oct'07

  Call center centralization vs. decentralization analytic framework

  Call center centralization can be cost-effective for centers of a certain size. In her latest column, Donna Fluss outlines a framework for call center managers who are considering call center consolidation.

• August 28, 2007 28 Aug'07

  CRM will disappoint without an honest self-assessment

  Launching a new CRM program or jump-starting an existing one requires a careful self-assessment of processes and technology, according to a recent report.

• 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 26, 2007 26 Apr'07

  Improving the customer experience: Call centers making an emotional connection

  Call centers are seeking to improve the customer experience by identifying and measuring customer emotions. Call center agent training and carefully crafted customer surveys can improve the emotional connection with customers, but the business is ...

• April 12, 2007 12 Apr'07

  Single-instance or multiple-instance CRM deployment -- Which is right for you?

  Microsoft is planning to offer on-site, multi-tenant CRM hosting, and Gartner is predicting that companies will move between single- and multiple-instance CRM architectures.

• January 03, 2007 03 Jan'07

  CRM success relies on managing a project post-implementation

  CRM managers need to monitor and steer a CRM project after the implementation to ensure success, according to Gartner.

• 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.

• November 09, 2006 09 Nov'06

  Call center agents -- six simple steps to help motivation

  Managers can keep agents motivated by starting off right with hiring, putting trust in agents and sharing budget concerns with call center workers.

• April 28, 2006 28 Apr'06

  NICE buys IEX, Performix

  NICE Systems made a significant move into the contact center workforce management market today, announcing plans to acquire two leading vendors.

• August 04, 2005 04 Aug'05

  SSA Global buys into CRM with Epiphany acquisition

  SSA Global will initially focus on selling Epiphany CRM to its existing customer base and that could spell bad news for Epiphany customers, according to one analyst.

• July 12, 2005 12 Jul'05

  Chrysler gives self-service a tune-up

  A self-service portal helps technicians for the automotive giant solve problems themselves before calling for support.

• May 23, 2005 23 May'05

  Philips keeps reins on CRM

  When venturing into direct-to-consumer online sales, an SAP CRM project threatened to spin out of control, but a focus on goals led to success.

• December 30, 2004 30 Dec'04

  The principles of performance management

  Performance management is more than just monitoring employees or technology -- it's about a culture of "continuous improvement."

• December 01, 2004 01 Dec'04

  Three requirements in a data consolidation project

  Data consolidation is moving slowly despite the clear benefits. A successful project requires three main ingredients -- a CEO mandate, enterprise-wide commitment and an investment of time and money.

• September 23, 2004 23 Sep'04

  Partnering with the proper PRM provider

  A successful PRM initiative requires tools that your partners want to use and business processes that are aligned with their needs.

• June 23, 2004 23 Jun'04

  At long last, Salesforce.com goes public

  After a delay, Salesforce.com debuted on the New York Stock Exchange this morning. The move is expected to bolster the hosted model and investment in high tech.

• April 14, 2004 14 Apr'04

  FedEx delivers CRM

  After several acquisitions and continued growth, the shipping giant absolutely, positively needed a better way to listen to its customers.

• March 29, 2004 29 Mar'04

  Think vertically, act competitively

  Vertical software isn't a magic potion, according to consultants Don Peppers and Martha Rogers. They offer some advice on how businesses can differentiate themselves within their markets.

• March 22, 2004 22 Mar'04

  Onyx rolls out 5.0

  Onyx is making an ambitious play for enterprise customers with its latest CRM offering. The company will need every one of the product's new features to challenge the dominance of the big CRM players, one analyst says.

• March 16, 2004 16 Mar'04

  CRM planning: Don't end up with celery Jell-O

  With CRM, hindsight truly is 20/20, because there's nothing worse than wishing you had known then what you know now.

• January 28, 2004 28 Jan'04

  What you should know about RFID and CRM

  Vendors like SAP are touting the potential benefits of integrating RFID with CRM initiatives. But are any visionaries turning that talk into action?

• November 21, 2003 21 Nov'03

  Six degrees of sales separation

  New social-networking applications designed to close deals are based on the premise that every salesperson has a Kevin Bacon or two in their lives, but just need help finding them.

• November 11, 2003 11 Nov'03

  The top 20 call center performance measures

  This article will examine the "top twenty" performance measures commonly associated with personnel and the processes in today's multi-channel center.

• November 03, 2003 03 Nov'03

  Siebel, IBM deliver room service to Marriott

  The new software designed to help Marriott manage bookings will eventually roll out to others in the hospitality industry as part of Siebel 7.7.

• July 18, 2003 18 Jul'03

  PeopleSoft completes J.D. Edwards acquisition

  This morning PeopleSoft completed its acquisition of J.D. Edwards, throwing another wrench in Oracle's takeover plans.

• October 28, 2002 28 Oct'02

  Honeywell Aerospace trains a new breed of sales force on CRM

  Since Honeywell Aerospace is made up of many divisions the company has had to invest heavily in data sharing and customer-centric software. Peppers & Rogers found that employee training played a key role its success.

• September 10, 2002 10 Sep'02

  Peppers & Rogers dishes out a recipe for e-mail marketing success

  The economy sliced e-mail-marketing projects from many budgets, but the purse strings may now be loosening. Insiders that Peppers & Rogers consulted say getting your campaigns to work requires monitoring, tracking and targeting.

• June 11, 2002 11 Jun'02

  Corporate Information Factory (CIF)

  Corporate Information Factory (CIF)

• May 03, 2002 03 May'02

  Tip #5: Understanding source systems

  If you're scooping a data warehouse effort, spend the majority of your time understanding the source environment.

• January 07, 2002 07 Jan'02

  Customer Partnering

  Customer Partnering

• April 18, 2001 18 Apr'01

  Planning for a CRM initiative

  CRM is more than buying a box of software and installing it onto a server. CRM requires a good, long look at business processes and objectives.

• February 15, 2001 15 Feb'01

  The impact of personalization on the bottom line

• August 10, 2000 10 Aug'00

  The 12 impacts of technology on sales and marketing

  Stephen Diorio, president of IMT Strategies, talks with SearchCRM about the impact rapidly changing technology will have on sales and marketing strategy and management over the next decade.