CRM Best Practices White Papers

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Dec 4, 2009

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CRM Best Practices
ALSO CALLED: Customer Relationship Management Best Practices DEFINITION: What is CRM (customer relationship management)?CRM (customer relationship management) is an information industry term for methodologies, software,and usually Internet capabilities that help an enterprise managecustomer relationships in an organized way. For example, an enterprise might build a database aboutits customers that described relationships in sufficient detail so that management, … Definition continues below.
CRM Best Practices White Papers (View All Report Types)
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The Top Three Myths of Knowledge Management for Customer Service sponsored by IntelliResponse WHITE PAPER: Read this knowledge series paper for the top three myths of knowledge management as they relate to customer service. Posted: 02 Dec 2009 \| Published: 02 Dec 2009 TOPICS: Content Management \| Content Management Systems \| CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Enterprise Content Management

CRM Whitepaper: Using Business Rules to Increase Opportunities for Upsell, Cross-Sell and Customer Satisfaction sponsored by IBM WHITE PAPER: This white paper discusses one of the most effective ways to extend CRM functionality to competitively enhance your customers' experiences. Posted: 30 Nov 2009 \| Published: 30 Nov 2009 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

9 Critical Steps in Designing Enterprise-Wide Feedback Systems sponsored by MarketTools, Inc. WHITE PAPER: This white paper highlights the nine critical steps that every organization should follow as they begin designing an enterprise feedback program. Here we review a proven approach to designing enterprise-wide feedback systems that customer satisfaction professionals have developed, refined, and perfected over nearly a decade. Posted: 25 Nov 2009 \| Published: 25 Nov 2009 TOPICS: CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services

Saving At-Risk Customers and Revenue Through Survey Action Management sponsored by MarketTools, Inc. WHITE PAPER: Read this white paper to understand what Survey Action Management is and how it can help your organization effectively address customer concerns, save at-risk customers, and build customer satisfaction and loyalty. Posted: 25 Nov 2009 \| Published: 25 Nov 2009 TOPICS: CRM \| CRM Best Practices \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction

CRM Built for IT: The Executive Guide to Selecting CRM that Meets IT Needs sponsored by Pivotal CRM, a CDC Software solution WHITE PAPER: This white paper provides everything the CIO and IT team must know to evaluate a CRM system based on the critical business and technical issues that matter to IT directors and chief information and technology officers. Posted: 11 Nov 2009 \| Published: 11 Nov 2009 TOPICS: CIOs \| CRM \| CRM Best Practices \| CRM Services \| CRM Software \| CTOs \| IT Departments \| IT Management \| IT Service Management \| IT Utility Services \| TCO

Beyond the Thin Client: Why a Smart Client CRM Solution May Be a Smarter Choice sponsored by Pivotal CRM, a CDC Software solution WHITE PAPER: This white paper compares and contrasts the two primary alternatives to thin clients and examines the differentiating characteristics that could impact your CRM implementation. Read on to learn why a smart client CRM solution may be a smarter choice. Posted: 11 Nov 2009 \| Published: 11 Nov 2009 TOPICS: .NET \| ActiveX \| AJAX \| Application Performance Management \| Application Performance Management Software \| ASP.NET \| ASP.NET AJAX \| CIOs \| CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Thin Client Software

How to Maximize Revenue by Sending Targeted Promotions to Customers sponsored by Infor CRM WHITE PAPER: This paper discusses the key obstacles that stand in the way of marketers garnering good insights into retention rates and customer profitability and presents a solution on how to overcome these obstacles. You'll also learn how to increase customer loyalty and retention while increasing revenue. Posted: 23 Oct 2009 \| Published: 23 Oct 2009 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Market Trends \| Marketing

Focusing on High-Tech Manufacturers sponsored by Infor CRM WHITE PAPER: This paper explores the idea that to effectively compete today and into the next generation, high-tech manufacturers must rethink their customer relationship management (CRM) strategies. Read on to learn the three strategies high-tech manufacturers must do if they want to be profitable tomorrow and in the years to come. Posted: 23 Oct 2009 \| Published: 23 Oct 2009 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Manufacturing \| Manufacturing Industry

Next Generation Customer Focus: Strategies and Business Activities Necessary for World-Class Performance and Success sponsored by Infor CRM WHITE PAPER: This paper focuses on consumer products manufacturers and the strategy of customer-focused innovation, exploring NGM study questions and examines business areas where customer-focused innovation has potential to influence performance outcomes. Read on to learn how ways to effectively identify and satisfy customer demand. Posted: 23 Oct 2009 \| Published: 23 Oct 2009 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Manufacturing \| Manufacturing Industry

Winning in Today's Environment: Six Imperatives for the Chief Sales Officer sponsored by Oracle Corporation WHITE PAPER: Download the Oracle CRM White Paper, "Winning in Today's Environment: Six Imperatives for the Chief Sales Officer," to learn how you can deploy several best practices to achieve unparalleled sales success in your organization. Posted: 20 Oct 2009 \| Published: 20 Oct 2009 TOPICS: CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| CRM Software \| Customer Profiles \| Dashboards \| Reporting Software \| Sales \| Sales Channels \| Sales Representatives

7 Ways to Inspire Customer Loyalty with Voice of the Customer (VOC) Initiatives sponsored by Vovici WHITE PAPER: In the most challenging economic environment in generations, organizations are more focused than ever on retaining customers and maintaining existing revenue. Many businesses have put significant resources into implementing CEM and VOC programs. Read on to learn seven ways to inspire customer loyalty using these VOC initiatives. Posted: 20 Oct 2009 \| Published: 20 Oct 2009 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service Best Practices

Customer Experience IQ Report sponsored by Vovici WHITE PAPER: The Customer Experience IQ (CEIQ) report identifies the six secrets of highly effective customer experience programs that every company can use to create true customer loyalty. Read this paper to learn which customer experience programs that organizations have implemented are most effective at driving customer loyalty. Posted: 20 Oct 2009 \| Published: 20 Oct 2009 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service Best Practices \| Web 2.0

7 Habits of Highly Successful Surveys sponsored by Vovici WHITE PAPER: Understanding your customer is vital to maintaining and improving loyalty. Learn how to measure customer experience so you can build customer loyalty. Download a copy of the latest Vovici whitepaper 'The Customer Satisfaction Survey' to learn how to understand the major customer experience metrics and more! Posted: 20 Oct 2009 \| Published: 20 Oct 2009 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Service Best Practices

The Technology of Innovation: Using CRM to Enable Customer-Centric Innovation sponsored by Pivotal CRM, a CDC Software solution WHITE PAPER: This white paper highlights the important role technology can play in the innovation process and looks at how a customer-focused approach to innovation can be supported by flexible customer relationship management tools. It explains how businesses can use CRM to foster and implement customer-centric innovation, enhancing the customer experience. Posted: 19 Oct 2009 \| Published: 19 Oct 2009 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| CRM Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service Best Practices

How to Embrace CRM and Make it Succeed in Your Organization sponsored by SYSPRO WHITE PAPER: This White Paper shows you how the Customer Relationship has changed and what companies are doing to secure those customers. Posted: 12 Oct 2009 \| Published: 12 Oct 2009 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| CRM Services \| Customer Data Integration \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| ERP

Circumstances and Customers Have Changed: Has Your Loyalty Program Kept Pace? sponsored by Oracle Corporation WHITE PAPER: According to the 2009 COLLOQUY Loyalty Marketing Census, while the average household is enrolled in 14.1 loyalty programs, they're only active in 6.2 programs. In fact, poorly implemented loyalty strategies can actually diminish customer loyalty. So what do you do? Find out in this new complimentary white paper by Peppers & Rogers Group and Oracle. Posted: 02 Oct 2009 \| Published: 02 Oct 2009 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Profiles \| Customer Satisfaction \| Customer Service

5 Best Practices for Smartphone Support: The Enterprise Guide to Smart Support for Smart Devices sponsored by LogMeIn, Inc. WHITE PAPER: This paper features real-world examples from US enterprises on how the benefits of keeping mobile devices functioning without interruption are felt on every level of business. Posted: 16 Sep 2009 \| Published: 16 Sep 2009 TOPICS: CFOs \| CRM Best Practices \| Customer Service Best Practices \| Help Desk Management Services \| Mobile CRM \| Mobile Device Management \| Mobile Workers \| Remote Control Software \| Smart Phones \| TCO \| Wireless Computing

The Executive Guide to CRM Architecture: Why CRM Flexibility Will Impact Your Success sponsored by Microsoft WHITE PAPER: This white paper explains the importance of flexible software architecture, and how the right CRM solution can support and even advance an organization’s ability to evolve in lock-step with changes as they occur--enabling them to attain and maintain a competitive advantage. Posted: 14 Sep 2009 \| Published: 14 Sep 2009 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| CRM Services \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Support Software

A Guide To CRM ROI sponsored by Relavis Corporation WHITE PAPER: The purpose of this paper is to provide a foundation for building, analyzing and interpreting a return on investment (ROI) model for your customer relationship management initiative. Posted: 19 Aug 2009 \| Published: 19 Aug 2009 TOPICS: Business Intelligence \| Business Management \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| ROI

CRM Built for Marketing: The Executive Guide to Selecting CRM that Meets Marketing Needs sponsored by Pivotal CRM, a CDC Software solution WHITE PAPER: How can a company ensure that their marketing department's needs are represented when choosing an enterprise-level CRM system? This white paper provides core principles companies can use to help them select a CRM system that each marketing team member feels was built just for them. Posted: 23 Jul 2009 \| Published: 23 Jul 2009 TOPICS: CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Marketing \| Sales \| Sales and Marketing Software

Efficiency, Effectiveness and Customer Loyalty in the Insurance Contact Center sponsored by Infor CRM WHITE PAPER: Read this paper to learn how important an efficient and effective contact center is and how Infor CRM Epiphany Contact Center enables carriers to create a highly efficient, customer-centric, multichannel contact center, providing a better customer service experience and increasing customer loyalty. Posted: 22 Jul 2009 \| Published: 22 Jul 2009 TOPICS: Contact Center Management \| Contact Center Software \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Increase Your Returns Using Event-Based Marketing sponsored by Infor CRM WHITE PAPER: Read this paper to learn how Event-triggered marketing has seen five times the response rate of non-timed mass-marketing campaigns and how your company can take advantage of event-based marketing by using Infor CRM Epiphany Outbound Marketing suite. Posted: 22 Jul 2009 \| Published: 22 Jul 2009 TOPICS: CRM \| CRM Best Practices \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Marketing

The Top 3 Reasons CRM Initiatives (Still) Fail - And How To Avoid Them sponsored by Pivotal CRM, a CDC Software solution WHITE PAPER: This white paper looks at the top three reasons that CRM initiatives fail to achieve their goals and provides clear, practical recommendations for ensuring that your CRM initiative avoids these pitfalls and delivers desired returns. Posted: 10 Jun 2009 \| Published: 10 Jun 2009 TOPICS: Business Process Management \| Change Management \| CRM \| CRM Best Practices \| CRM Software \| Customer Retention \| Customer Satisfaction \| Economic Environment \| Productivity \| ROI

Get Closer To Your Best Customers: A Shift In Customer Strategies In A Time Of Crisis sponsored by SAP AG WHITE PAPER: The extraordinary circumstances of the current economic crisis have changed the operating rules for companies of every size, in every industry. Companies now face a unique opportunity to reexamine traditional business practices and make much-needed changes - changes that will help them survive the downturn and flourish with the inevitable up... Posted: 04 Jun 2009 \| Published: 04 Jun 2009 TOPICS: Business Performance Management \| Business Process Reengineering \| CRM \| CRM Analytics Software \| CRM Best Practices \| CRM Software \| Customer Data Integration \| Customer Satisfaction \| Customer Service Best Practices \| Pricing \| Product Management \| Productivity

Data Quality: A Survival Guide For Marketing sponsored by SAP AG WHITE PAPER: Direct marketing is about communicating a message to a specific prospect or customer. This white paper from Business Objects, an SAP company, focuses on these concepts as they pertain to marketing, and particularly as they are supported by data quality functions inside of the broader EIM framework. Posted: 04 Jun 2009 \| Published: 04 Jun 2009 TOPICS: CRM \| CRM Best Practices \| Data Governance \| Data Integration \| Data Management \| Data Quality \| Database Management \| Direct Marketing \| Direct Sales Channels \| Enterprise Resource Management \| SAP (Product) \| Storage Resource Management

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CRM BEST PRACTICES DEFINITION (continued): … salespeople,people providing service, and perhaps the customer directly could access information, matchcustomer needs with product plans and offerings, remind customers of service requirements, knowwhat other products a customer had purchased, and so forth. Ask your CRM questions at ITKnowledgeExchange.comAccording to one industry view, CRM consists of:Helping an enterprise to enable its marketing departments to identify and target their bestcustomers, manage marketing campaigns and generate quality leads for the sales team.Assisting the organization to improve telesales, account, and …

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