How can customer service and sales departments work together to build trust?
Exceeding customer expectations in the short- and the long-term
Do customer-managed relationships play a role in CRM strategy?
Common pitfalls with Software as a Service (SaaS) CRM
Definition: Hosted CRM vs. SaaS CRM vs. on-premise CRM
Audit: How effective is your CRM system?
Planning for downtime with on-demand CRM
Code fixes to update lead contact dates in Microsoft CRM
Preview of Microsoft's advanced analytics tools for Dynamics CRM
Integrating Microsoft Dynamics CRM and Amdocs Clarify
Customer service complaints -- comparing by industry
Calculate average speed of answer (ASA) with workforce management
Reducing short calls and unproductive calls
Finding average handle time (AHT) information with reporting tools
Call center error rate: Is there an industry standard?
How to determine which help desk metrics to use
Calculating call center agent churn
Agent utilization (occupancy) in a small call center
Analyzing consolidated vs. decentralized customer service
Is first call resolution key to a good customer experience?
Introducing the importance of a good customer experience during call center training
Can call center up-selling negatively affect the customer experience?
How will Oracle Fusion bring together Oracle CRM, Siebel CRM and PeopleSoft CRM?
Is Siebel SFA a good choice in today's market?
Working the call center night shift -- tips for agents
How should I be calculating IRR with SAP CRM?
Is integration possible between Microsoft CRM and SAP CRM?
How can I run call center agent training on a shoestring budget?
How should we be measuring customer equity on a balance sheet?
Exceed customer expectations to avoid cognitive dissonance and decreased loyalty
Does ethical behavior build customer trust?
Can I use multiple channels as effective marketing strategies to build trust?
How should we define customer equity in the short-term and the long-term?
Are there loyalty programs designed for hospital patients?
Employee loyalty can help optimize the customer experience
Best practices for lead management in Microsoft CRM
What's the best method for customer data entry in Microsoft CRM?
Evaluating voice mail software for the call center -- a short list of vendors
Does Siebel CRM software offer too much functionality for a small business?
What's the best help desk application?
Should I use a combination of IRR, NPV and payback for capital budgeting?
How can we quantify ROI for a customer loyalty program?
Hyperion Reporting vs. Cognos ReportNet
Comparing net present value (NPV) and ROI for CRM projects
What vendors offer effective customer experience survey tools?
Learning tools for the SAP CRM beginner
What's the testing process for an SAP CRM implementation?
Connecting SAP CRM and a non-SAP system using SAP Java Connector
Customer retention involves using the closest touch points -- sometimes, delivery drivers
How is relationship marketing changing the way marketers look at customers?
How can understanding customer value lead to successful marketing?
Call center training and other ways to occupy agents during off-peak hours
Call center salary: How to reward agents based on a performance appraisal
Information on Microsoft CRM pricing and return on investment (ROI)
Service-level agreement template to prepare for call center outsourcing
Who is ultimately responsible for call center quality assurance?
When is the relationship marketing approach the best for a marketing strategy?
What metrics best measure call center efficiency?
Calculating customer defection and customer retention rates
Adherence to schedule in the call center
Finding call center turnover rates for specific geographical areas
In customer loyalty programs, what percentage of customers typically redeem rewards?
Nine tips to get started as an SAP CRM consultant
Can I use SAP CRM middleware for XML communication between systems?
Can our call center drop rude customers?
Can online customer service drive customer loyalty?
Building a call center for an online travel company
Data breach notification must demonstrate commitment to customer service
Analyzing Oracle's acquisition of Hyperion
Call center training for communication skills in sensitive customer situations
Sales incentives for customer service representatives vs. sales representatives
Evaluating sales force automation (SFA) software based on business requirements
Call center agent occupancy vs. agent adherence
Analyze call center agent performance to lower average handle time (AHT)
Standardizing customer service with many call center outsourcing partners
How can our call center balance call volume and off-phone requests?
Will Microsoft Live be able to compete with Salesforce.com?
Will Windows Vista impact future upgrades to Microsoft CRM?
Quality monitoring: How to get started
How can I calculate internal rate of return (IRR)?
Choosing CRM software for marketing campaign management
Tools to quantify the business value and investment for CRM software
ROI for a CRM analytics implementation
Comparing on-demand CRM and on-premise CRM fees, architecture, functionality
Where can I purchase call center lists?
New call center agents -- top 10 pitfalls
How does Siebel OnDemand CRM stack up in the SaaS CRM market?
Should first call resolution (FCR) calculations include transferred calls?
Cost of building an inbound call center
Oracle eBusiness Suite CRM integration with Outlook and other desktop applications
Are PeopleSoft CRM professionals as in demand as those certified in Siebel or SAP?
Will an SAP CRM implementation mean challenges for marketing campaigns?
Online customer service -- how to get started
Will open source CRM software mean cost savings?
SaaS CRM vs. CRM on premise for a diversified business
Customer loyalty behavior in B2B vs. B2C scenarios
Relationship marketing vs. transactional marketing for building customer loyalty
Developing a quality assurance form for evaluating call center agents
How can I get call center agent buy-in for desk sharing or hot seating in the call center?
Comparing call center technology: SaaS vs. on-premise applications