Podcasts
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Social media for B2Bs finds engaged, focused customers
Listen as social media expert Paul Gillin offers tips for using social media in B2B settings.
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Best practices for a CRM integration strategy
It's not always easy to integrate CRM with other applications, but Jill Dyche says it's worth it. Learn more from this podcast on CRM integration.
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Best practices for quality monitoring in the contact center
Get advice and tips on quality monitoring of calls and learn more about analyzing the monitoring data from Deelee Freeman of The Call Center School.
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Best (and worst) practices for speech analytics in the contact center
Wondering what some best and worst practices are for using speech analytics in the call center? Our resident expert Lori Bocklund explains the dos and don'ts behind the technology.
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An introduction to using speech analytics in the call center
Get an introduction to using speech analytics in the call center, including what to look for, a basic definition of the technology and who should "own" it, from SearchCRM.com contributor Lori Bocklund.
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Improving and Managing Your Customer Interactions
In this podcast, analyst Natalie L. Petouhoff offers listeners advice on improving customer interactions, the best ways to use social media for customer service and best practice tips for learning more about your customers.
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Understanding customer expectations
What's the best way to turn potential customers into actual customers? Consultant Martha Rogers gives advice on building customer loyalty and using social media and social CRM.
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How to maximize customer interactions to build customer equity
Get expert advice on how to maximize customer interactions to build customer equity. Learn effective ways to measure customer value, determine the cost of keeping a customer and how to set metrics that encourage call center agents to build customer satisfaction and also lead to profitability.
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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.
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Understanding the opportunities and challenges of sales performance management
In this podcast, Denis Pombriant gives an overview of sales performance management and discusses the benefits and drawbacks of SPM. Pombriant also talks about what types of organizations are deploying SPM today.
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Building a business case for self-service
Get tips for using self-service technology effectively in this podcast. Best practices for building a business case for self-service and getting upper-management support for a self-service technology initiative are also discussed.
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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 customer loyalty has changed in a Web 2.0 world.
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Evaluating VoIP for your call center
Get help evaluating VoIP for your call center in this expert podcast. Find out about VoIP benefits and drawbacks, building a VoIP business case and using VoIP to connect remote call center agents.
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Relationship marketing and customer equity with Don Peppers
Find out how relationship marketing and customer equity are linked in this podcast. Learn the difference between relationship marketing and transactional marketing.
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Five lessons learned from successful CRM-ERP integration projects
Get help building a successful CRM-ERP integration project in this podcast. Learn the importance of setting integration goals for your project ahead of time.
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Building an ecommerce website that works: How to offer customers a superior online experience
Get tips for building a customer-focused ecommerce website in this podcast. Learn about ecommerce website development and how ecommerce websites can improve the customer experience.
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Maximizing marketing in a recession using marketing analytics tools
Listen to a podcast on how marketing analytics tools can help companies maximize marketing efforts in a recession and bulid profitable customer relationships.
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Secrets to success in using technology to optimize your online customer experience
Get tips for optimizing the online customer experience through technology in this podcast with expert Martha Rogers. Learn how to deploy online self-service technology effectively.
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Understanding customer trust and its impact on the customer experience
Get help understanding customer trust and its impact on the customer experience in this podcast. Learn how to improve the customer experience by building customer trust.
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Building a customer strategy with Martha Rogers
According to experts, a customer strategy should always be designed in the customer's best interest. In this podcast, expert Martha Rogers gives tips for updating customer strategies, building a customer strategy from scratch and adjusting an employee strategy during a recession.
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Building the trust of customers with Don Peppers
There are many methods for building the trust of customers, but which work the best? In this installment of our Creating Customer Value podcast series, Don Peppers discusses the effectiveness of customer testimonials and word of mouth. He provides tips for new companies looking to build the confidence and trust of new customers.
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Five tips for deploying sales performance management for maximum return
Today's organizations are looking to sales performance management, but many companies lack a clear direction for how to deploy and make the most of these tools. In this podcast, Mark Smith of Ventana Research provides tips and best practices for utilizing sales performance management software to help improve sales processes, making your sales teams more effective and helping them make more money for your organization.
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Linking call center agents and customer profit with Martha Rogers
Learn about the link between call center agents and customer profit and find out how predictive analytics technology can help build customer profitability in this podcast.
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Customer complaint management with Don Peppers
Analyzing customer behavior is tricky, since a customer's behavior includes more than just their purchasing patterns. In this podcast, Don Peppers gives tips for tracking customer behavior, measuring a call center's ability to maximize customer satisfaction and uncovering unvoiced customer complaints.