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| Top CRM Stories |
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Improving call center customer service and enhancing the customer experience is something every company wants to do, but many don't know where to start. If you want to learn how to improve customer service in a call center, these resources, expert tips and best practices will help guide you through the process.
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Expert Martha Rogers explains why businesses need to focus on the lifetime value of a customer, not the value of the current transaction.
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| Exclusive CRM Features |
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Find out more about the top five buzzwords in call center performance management. Learn about service level agreements (SLAs) key performance indicators (KPIs) call center metrics and real-time analytics.
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Expert Don Peppers suggests three books call center managers can use to train agents on customer complaints handling in the call center.
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Understanding and identifying customer needs is a complex but necessary process for creating value for your company. Expert Don Peppers gives tips for understanding and acting on customer needs in the expert response.
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| The CRM Guide Center |
| Learning Guides |
Improving sales management effectiveness
Learn how to develop effective sales management strategies for sales force automation software in this section of the Sales Force Automation Learning Guide. Find tips to increase end user adoption and learn how to manage sales incentives.
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Strategic Internet marketing
In order to develop a strategic Internet marketing plan marketers need to understand where their customers and potential customers are going for information. In today's marketplace many customers are using the Internet to make purchases read customer product reviews and connect with other consumers. Companies have the potential to succeed if they effectively target these customers with innovative and strategic Internet marketing techniques through the use of social networking sites and Web 2.0 technology.
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Best customer retention strategies
Explore information for developing a customer retention strategy find tips for implementation of a customer retention program and learn how to calculate retention ratein this guide.
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| Latest White Papers & Case Studies |
| White Papers |
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Maximize IT ROI in hotels and parks
Hospitality industry experts gathered to discuss experiences and case studies on how to integrate proven technologies into operations to best balance cost and revenue.
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Disaster Recovery
Government Continuity: A Unified Disaster Response Providing Sustainable Communications and Interoperability
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| Case Studies |
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Peninsula Tokyo rolls out WiFi
The Peninsula Tokyo rolls out hotel-wide fully integrated wireless LAN enabling converged communications for guests and staff.
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| Ask the Expert |
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Robert Clark
What is the fallout if large-scale data loss and scary new flaws become commonplace.
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Learn about Microsoft's eLearning options for users looking to get trained in Microsoft Dynamics CRM 4.0 in this expert tip.
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| Featured Solution |
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The Microsoft® Windows Server® 2008 OS includes significant changes to the failover clustering architecture designed to enhance flexibility and availability, but migrating a cluster from Windows Server 2003 can be challenging. Following best practices can help administrators plan and execute a smooth migration for clusters based on Dell™ PowerEdge™ servers.
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The new Dell™ PowerEdge™ R805 server is designed and optimized specifically for virtualization. By including VMware® integrated virtualization, the PowerEdge R805 enables quick and easy deployment right out of the box, simplified management, and enhanced security, as well as diskless configuration to help reduce power costs.
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| Analyst Report |
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Diane Morello
As traditional IT skills don't suit the burgeoning demand for developing IT and business in tandem, a lack of appropriate skill-sets in the labor pool threaten business growth.
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