YOUcentric's Web-based CRM solution
South American CRM market
Annual growth rate of CRM industry
On-hold messaging, IVR and centralized 800#s
Call center reporting software
Balancing quality with quantity
Finding European customer contact centers
Remote call center agents
Call center performance metrics
Creating a business systems analysis
Finding local CRM companies
What is ICT?
Justifying customer satisfaction measures
Call center vs. contact center
Cost/benefit analysis of IT
Is ERP needed to implement CRM?
Comparing CRM package prices and features
Is CRM implementation in 90 days possible?
What is a compass?
Using real-time, Class I ODS for customer data
ATG - a CRM company?
Calculating ROI for CRM
Creating customer loyalty
Pricing outsourced contact centers
Which CRM packages are popular in Europe?
Call center management package and workflow information
Customer churn in the telecom industry
Typical implementation cycle
Steps for and where to find information on database security
Determining ROI for CRM
Email marketing programs for personalized emails
A best practice scenario
The importance of having a strong relationship marketing strategy
Causes of high CRM failure rate
Questions on Internet marketing programs
E-tail vs. retail
Generic vs. customized CRM products
Change management certification
CRM growth rate
Getting strong returns on email campaigns
Benchmarking information for customer contact centers
Choosing an eCRM application
Choosing an eCRM application - Part II
Segmentation of customers in the telecom sector
Comparing CRM software prices in Europe and U.S.
Location for call center
Helping contact centers manage e-mail load
Most important thing in creating customer loyalty
CRM in European marketplace