• 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.

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  • 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, goes public

    After a delay, 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.

  • 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.