Videos
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Huntington Bank CIO discusses social enterprises and enterprise licenses
Zahid Afzal hits on some of the newsworthy moments from Dreamforce, describing how the bank is using Salesfore.com and social CRM to keep non-sales staff connected.
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William Band on defining metrics and building a CRM metrics strategy
Forrester's William Band discusses finding the right metrics and right number of metrics for a CRM project, the timing for arriving at the right metrics, new trends and staffing.
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Kate Leggett on AHT, FCR, customer satisfaction and loyalty
In this video, Kate Leggett, a Forrester analyst discusses some of the overused and potentially misleading customer service metrics, how customer satisfaction impacts loyalty and the influence of metrics on contact center technology purchases.
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Kate Leggett on prioritizing customer service metrics
Forrester's Kate Leggett shares her thoughts on wading through the wealth of contact center metrics and how to arrive at the right core metrics whether it's business focused or call center focused.
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Ray Wang on social CRM metrics
Constellation Research's Ray Wang discusses the problems with social CRM ROI, defining influence and tying programs to measurement in the CRM metrics video series.
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Paul Greenberg on the limits of NPS and its replacement
In the first installment of our CRM Metrics video series, Paul Greenberg shares what he sees as the problems with Net Promoter Score and a new alternative.
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Hard Rock shares its customer service, social tips
Hard Rock, staffs its customer service department with just three people, who still manage to respond to up to 30,000 customer inquiries a month.
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Paul Greenberg on Oracle CRM and Fusion
Paul Greenberg, president of the 56 Group LLC, discusses Oracle's latest CRM release, its progress since last year and its plans for mobile and social CRM.
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Gartner's Matthew Goldman on CRM and SIs
Matthew Goldman, head of IT services research at Gartner, discusses trends in CRM services, market consolidation and offers tips on finding and working with CRM service providers.
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Paul Greenberg compares social CRM products
The author of CRM at the Speed of Light compares Oracle's social CRM offerings with those of Microsoft, SAP and Salesforce.com at OpenWorld and dishes on Marc Benioff's appearance.
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Paul Greenberg on Oracle's CRM roadmap
Paul Greenberg, president of the 56 Group LLC and author of CRM at the Speed of Light, discussed Oracle's plans for its CRM roadmap, including a RESTful architecture, from the OpenWorld conference.
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Oriental Trading Co. launches customer reviews
Sam Taylor, CEO of the Oriental Trading Co., sought to make the company customer-centric by re-launching customer reviews, which earned it a customer service excellence award from Gartner and Peppers&Rogers.
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Gartner's Adam Sarner on B2B communities
What if your company wants to start a customer community but makes drill bits? SearchCRM.com caught up with Adam Sarner at the Gartner CRM summit to discuss B2B customer communities.
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Call center video: PlumChoice uses Aspect workforce management system
Take a look inside the call center at PlumChoice Inc. and find out how they implemented an Aspect call center workforce management software system to help with call center scheduling and workforce forecasting and remote agent management.
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SearchCRM.com at Microsoft Convergence 2009
Microsoft held its annual Convergence conference last week and SearchCRM.com was there, asking attendees about their CRM plans for 2009.
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Gartner's Scott Nelson explains the future of CRM
In this video from the Gartner CRM Summit, Scott Nelson, an analyst with Gartner, explains CRM's past and its promise for the future.