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The New World of Sophistication
From mashups and analytics to melanges and intimacy, in the coming year CRM's evolving opposable thumbs will add dexterity to business processes.
Analytics Brought to Bear
How strength in numbers--in this case, the analytics of customer data--transforms sales teams into sales forces.
The BI Tools Bonanza
Simple, rewarding BI tools have been developed over the past three years, quietly accelerating marketers' ability to see and hear.
Telemarketers taking the ostrich approach to DNC compliance is a nonstarter for enterprises. Refresh marketing initiatives to ensure that the rules are followed and reach your target audience more effectively.
All About the Data
There will be lots of potential for customer data quality apps; financial and product data also stand to benefit.
Getting Executive Buy-In: A Pocket Guide
Don't take it for granted, define the initiative's goals from the jump, and closely link the organization's business direction to the initiative.
The End of Call Centers?
A conflict is brewing between groups focused on managing costs and those focused on generating profit.
The Tipping Point
Leveraging the Employee Life Cycle
Four ways to stem sales force turnover.
Pint of View
Don't Put It in Writing
Never has "know your audience" resonated so much.
Power to the People
Companies will be able to track and publish partner success metrics to partners' homepages.
Companies 2 Customers: I <3 U
As text messaging becomes a hot direct marketing channel, marketers must be careful that the message is helpful, not harassing.
Going Full Auto With SFA
Separate the wheat from the chaff by automating key sales processes for maximum return on SFA dollars.
Market Focus: Energy: Shocking!
Some energy companies are deploying CRM systems for cost cutting; others are focusing on customer acquisition and retention.
Required Reading: Gen Next?
The Pulse: In 2007 my company plans to...
Allconnect: Making Convenience Convenient
A brief but thorough evaluation process led the company to select HyperQuality, a call center monitoring company focused on quality assurance.
All Together Now: WFM Centralization
UPC Nederland's unified approach to agent scheduling leads to cost savings and upped customer satisfaction
Telus: How to Achieve ROI
Callidus calls a telecommunications company to success.
Juiced Up Self-Help
European energy provider ScottishPower tones its customer service with a new Web site that allows customers to more effectively help themselves.
Secret of My Success: A CRM Manufacturing Makeover
J&H Machine Tools decides it's time to renew its out-of-date CRM system.
Robby Johnson, information systems supervisor at J&H Machine Tools | as told to Colin Beasty
Tech Solution: BI Reporting and Tracking Tools
Business Problem: Companies lack the ability to draw insight and intelligence from the vast pools of customer data they've collected.
Choose a Winning Combination of Customer Experience Metrics
Customer Service Is the Only Metric That Matters
Lattice Engines Adds Functionality to salesPRISM
Using Data for a Personalized Customer Experience
SAP Furthers Push into Cloud-Based, Predictive Solutions
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