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| Top CRM Stories |
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Barney Beal, News Director
With Web 2.0 ROI examples difficult to come by and organizations cautious about spending in a recession, companies must carefully evaluate projects.
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SearchCRM staff
While most executives and managers attempt to control the customer experience, ultimately, the task of providing great customer service falls on their employees. In this chapter excerpt, customer experience expert Lior Arussy explains how the way organizations approach customer service excellence is changing, and what executives need to do to make sure their employees are striving to provide excellent customer service every day.
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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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Featured White Paper
As a service provider, you need to provide value to your clients efficiently and cost effectively. This paper describes how the SAP Business All-in-One solution supports use of best practices in the professional services industry. The fast-start program helps you to implement it quickly.  | |
| Latest White Papers & Case Studies |
| White Papers |
Driving operations through improved decision-making process
The biggest challenge for many companies is simply remaining competitive and profitable in a dynamic marketplace. To be successful, operations requires integrated business management methodologies and systems that assist in making better, faster decisions.
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How IT helps companies to make better, faster decisions
Too often, line-of-business managers view IT colleagues not so much as strategic partners, but more as support staff. They therefore neglect to take advantage of the technologies and expertise that could improve their departments’ performance and decision making via timely access to the right information. The organization, then, fails to reap full value from its IT investments.
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| Case Studies |
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Embry Garments Rolls Out Centralized SAP in One Month
Embry Garments Ltd., adopted a Citrix access infrastructure solution with Microsoft® Windows NT®, Terminal Server Edition. Three Citrix Presentation Servers were deployed at Embry’s headquarters, with each supporting up to 50 concurrent users -– mainly the staff in the company’s sales agencies.
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| Ask the Expert |
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Pauline Trotter & Claudio Castelli/Ovum
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Lucy Hipperson/Ovum
Ovum: The business conferencing market show further growth, but usage patterns are shifting.
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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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