Call center benchmarking using call abandon rates
Should a call center at capacity direct customers to an answering service?
Customer loyalty programs -- pricing for vendor programs vs. homegrown programs
Telecommunications rep seeking help with customer churn
CRM software trial can help with vendor evaluation
CRM integration with a legacy system is not easy, regardless of vendor
Can we expect easy CRM integration from our accounting vendor?
Is there a reasonable trial period for a CRM application?
How sales reps can extend a customer interaction to a pervasive customer relationship
Sales training on mobile technology -- how to create sales incentive
Sales forecasting can be improved by encouraging accuracy of the sales force automation system
Evaluate mobile CRM only after improving sales force automation processes
Will SAP or Oracle be on top of the CRM market in five years?
PeopleSoft training a concern following Oracle's acquisition
Does Oracle or SAP have better field service support?
Will Oracle support Siebel and our homegrown database for long?
Can Oracle compete against SAP in the CRM market after recent acquisitions?
Contacting reference customers during the evaluation stage of a CRM project
Is Microsoft CRM the right choice for our Microsoft-heavy organization?
Using Quick Campaigns effectively for Microsoft Dynamics CRM 3.0
Is Microsoft CRM a good option for five employees?
Sales rep performance tracking in Microsoft CRM
Microsoft Dynamics CRM 3.0 vs. 1.0
Evaluating Microsoft CRM for an SMB
SAP CRM and Siebel CRM -- a side-by-side comparison
Middleware to help call center agents learn all applications
Integration of mySAP CRM with third-party software
Where should I outsource my call center? Offshore?
Call center management tips for coaching on average handle time (AHT)
Should we upgrade Siebel, phase it out or migrate to SAP?
Customer loyalty through employee retention
Marketing strategy tips for building customer loyalty through newsletter campaigns
Assess CRM business benefits and process improvements via activity-based costing
Remote call center agents can offer cost savings and other benefits
Hosted call centers -- pros and cons
Call center training budget
The voice of the customer
Changes in CRM and CRM 2.0
On-demand and on-premise markets
SAP CRM on-demand -- preview of Wave 3
SAP's marketing on-demand features vs. Oracle's marketing automation software
Using real-time analytics for personalized up-selling and cross-selling
On-demand CRM -- benefits and drawbacks
What's the best CRM software for a midmarket sales force?
Evaluating quality monitoring vendors
SAP's on-demand CRM vs. Salesforce.com
Are Salesforce.com's outages a big concern?
Hybrid CRM deployments -- advantages and disadvantages
Is a hosted contact center a viable option for companies of all sizes?
CRM on demand cheat sheet: A CRM vendor short list
SAP CRM or SAS for a manufacturing company?
Help! We need CRM training following an implementation
Evaluating CRM for higher education
Will PRM get its time in the limelight?
Quantifying soft ROI vs. hard ROI for CRM
How can I achieve a better ROI for CRM in a faster time frame?
Do ROI calculators have proven value for direct marketing campaigns?
Do you believe in Peppers & Rogers' Return on Customer concept?
How to prepare a service-level agreement (SLA)
Call center cost per seat -- new vs. existing call centers
Is there a call center metric for average hold time?
Call center requirements for voice/data cable, heating/cooling, power backup
Building a business case for customer loyalty in the pharmaceutical industry
Measuring customer churn rate to calculate customer lifetime value
Absenteeism statistics for the call center
When to outsource call centers
Why is the utility industry standard for first call resolution less than three days?
Call center agent grouping best practices
Six questions to help build customer loyalty
The benefits of best-of-breed CRM
What to look for in a call center outsourcing partner
How do separate billing models affect cost per call?
How do I lower the average handle time?
Quality metrics for the call center
Reporting capabilities: Microsoft SQL Server 2005 vs. Cognos ReportNet
New to BI, need to develop a data warehouse
Is average handle time (AHT) a good performance metric?
The role of middleware in the contact center
Tools that measure customer save/retention rate
Contact center technology: Building a business case
Thoughts on open source CRM
Mining customer data through airline mileage programs
Taking inventory of customers before setting up a loyalty program
Resources to make an in-house cost-per-call service model
How to increase recognition to loyalty scheme members
Evaluating Siebel CRM On Demand versus Salesforce.com
Avoiding churn: Marketing's Holy Grail
Automatic eLearning delivery during low call volume
Off-the-shelf customer loyalty solutions
'Hosted' vs. 'on-demand' CRM
Career change: From data analyst to data architect
Comparing reporting tools
Searching for a list of CRM solutions for small companies
The art and science of radio loyalty programs
Call center dilemma: How to reduce hold times without adding staff
Creating a bonus structure for a call center manager
First call resolution (FCR) -- what does it really mean?
Comparative information on predictive dialers
New trends in customer loyalty programs
Comments on PeopleSoft's decision to accept Oracle's offer