CRM Best Practices White Papers ( Customer Relationship Management Best Practices ) Software Downloads, Definition and Webcasts

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May 23, 2012

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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 Reports
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Buy. Smarter. Redefining commerce in the age of the customer sponsored by IBM WHITE PAPER: Access this white paper to discover a smart approach to commerce. In this era of the empowered consumer, customer relationship management is a vital to your enterprises success. Discover a smarter commerce strategy that enables you to reduce, or avoid, the potential for unsatisfied customers. Posted: 18 May 2012 \| Published: 18 May 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Thumbs Up! Customer Engagement for a New Generation A Benchmark Study of the Impact of Social Media on Customer Service sponsored by DMG Consulting WHITE PAPER: This paper reviews a study of the impact of social media on customer service and how to plan and implement social media for maximum effectiveness within your business. Posted: 16 May 2012 \| Published: 16 May 2012 TOPICS: CRM \| CRM Best Practices \| Customer Service \| Social Computing \| Social Networking \| Unstructured Data \| Web 2.0 \| Web Content Management

Customer Experience Exchange E-Zine: Taking a swing at social CRM sponsored by SearchCRM EZINE: This edition of the CEM e-zine examines the role social media can play in your company. Learn how Major League Baseball is capitalizing on this revolution to fill its stands even during the darkest of times of the season, why Pinterest is such a success and how Dell measures it's social media success by tracking 22,000 daily online comments. Posted: 16 May 2012 \| Published: 16 May 2012 TOPICS: CRM \| CRM Best Practices \| CRM Services \| Customer Loyalty \| Customer Retention \| Customer Service \| Customer Service Best Practices \| Data Analytics \| Social Computing \| Social Networking \| Web 2.0

Building the Contact Center of the Future sponsored by inContact WHITE PAPER: This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date. Posted: 15 May 2012 \| Published: 15 May 2012 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Services \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| CRM Software \| Customer Service \| Customer Service Best Practices

SearchCRM.com E-Guide: Optimizing the customer experience with CRM sponsored by SAP America, Inc. EGUIDE: This expert e-guide provides insight on customer experience management, how to build it, and why companies are no longer focusing on cloud v. on-premise for CRM solutions. Posted: 09 May 2012 \| Published: 09 May 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Interaction Services \| Customer Retention \| Customer Satisfaction \| Customer Service

SearchCRM.com E-Guide: Improving sales with an effective CRM strategy sponsored by SAP America, Inc. EGUIDE: This expert e-guide discusses mobile sales strategies and sales performance management software and provides best practices in both areas. Posted: 09 May 2012 \| Published: 09 May 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Mobile CRM \| Sales \| Sales and Marketing Software \| Sales Force Automation \| Sales Representatives \| Tablet PC

Retail Week Tearing Up the Rule Book sponsored by SAP America, Inc. WHITE PAPER: Retail consumers can now research purchases online and access customer support via social networking sites, and disgruntled consumers can now shop around on the Web and on mobile devices. Read this white paper to learn more about the drastically changing world of retail. Posted: 26 Apr 2012 \| Published: 26 Apr 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Mobile CRM \| Online Shopping \| Retail Channels \| SAP (Product) \| Social Computing

FCR Done Right! sponsored by Enkata Technologies WHITE PAPER: Access this white paper to learn how to build an operational FCR program without sacrificing your budget. Posted: 26 Apr 2012 \| Published: 26 Apr 2012 TOPICS: Call Center Management \| Call Center Services \| Call Centers \| Contact Center Management \| Contact Centers \| CRM Analytics \| CRM Best Practices \| Customer Service Best Practices

Improving Sales Effectiveness In a Buyer's Market sponsored by SAP America, Inc. WHITE PAPER: This paper seeks to get to the bottom of gaps in CRM initiatives, identifying specific changes that have occurred in the process, areas where it is falling short and other tidbits to consider as your strategies move forward. Read this and gain insight into the results of a survey conducted amongst 160 firms with annual revenues of $250 million. Posted: 18 Apr 2012 \| Published: 18 Apr 2012 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Best Practices \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Service \| Customer Service Best Practices \| Data Management \| Sales \| Sales Representatives

Let Go of Your Brand – Dare You! sponsored by Quark Software WEBCAST: This comprehensive webcast discusses brand management, the problems associated with current processes, and tips for improving your strategies. Posted: 12 Apr 2012 \| Premiered: 12 Apr 2012 TOPICS: Brand Loyalty \| Branding \| CRM \| CRM Best Practices \| CRM Services \| Marketing \| Sales and Marketing Software

Leveraging Web Content Management for Improved Online Marketing sponsored by OpenText WEBCAST: This webcast discusses strategies and advantages for leveraging web content management to improve your online marketing initiatives. Posted: 05 Apr 2012 \| Premiered: 05 Apr 2012 TOPICS: Content Management \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Satisfaction \| Online Marketing \| Web 2.0 \| Web Content Management

Understanding the Value of Customer Experience Management sponsored by OpenText WEBCAST: This webcast discusses how to understand customer perspective, increase customer lifetime value, and ultimately maximize the value of customer experience management (CEM). Posted: 02 Apr 2012 \| Premiered: 02 Apr 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Multi-Channel Digital Marketing: The New Era of Customer Engagement sponsored by OpenText ANALYST REPORT: Access this useful paper to discover how you can use multi-channel marketing to target the right customer with the right content at the right time. Posted: 29 Mar 2012 \| Published: 29 Mar 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Social Networking \| Web 2.0

Social Compliance: Protect Brand Equity and Ensure Governance sponsored by OpenText ANALYST REPORT: This analyst report examines how you can protect brand integrity and ensure governance through social compliance initiatives. Posted: 29 Mar 2012 \| Published: 29 Mar 2012 TOPICS: CRM \| CRM Best Practices \| Data Governance \| Governance, Risk, Compliance (GRC) \| Online Marketing \| Social Networking \| Web 2.0 \| Web Content Management

Online Marketing - How to Create Value from Today's Digital Environment sponsored by OpenText WHITE PAPER: In this paper, you’ll find more details about the trends driving online marketing and advice on how to develop your online marketing strategy to reach goals and deliver maximum value from Web initiatives. Posted: 29 Mar 2012 \| Published: 29 Mar 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Satisfaction \| Mobile CRM \| Online Marketing \| Social Networking \| Web 2.0

CRM Solutions For The Finance And Insurance Industries sponsored by SAP America, Inc. WHITE PAPER: Read this report to learn how Forrester Research rated 24 CRM solutions in terms of their strengths and weaknesses in supporting four key cross-functional processes in the finance and insurance industry. Posted: 28 Mar 2012 \| Published: 28 Mar 2012 TOPICS: Business Process Management \| CRM \| CRM Best Practices \| CRM Software \| Financial Services Industry \| Insurance Industry \| Mobile CRM \| Software as a Service

Transforming the customer experience with technology sponsored by OpenText EGUIDE: In this expert e-guide, readers will learn best practices for allocating resources for CEM and tips for taking an employee-centric approach to CEM. Posted: 27 Mar 2012 \| Published: 27 Mar 2012 TOPICS: CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service Best Practices

A Total Cost of Ownership Analysis of SAP's Business Communications Management Solution sponsored by SAP America, Inc. WHITE PAPER: Read this paper to learn why an all-Internet Protocol (IP)-based contact center solution such as the SAP Business Communication Management (BCM) is attractive to administrators seeking to lower call costs, reduce hardware needs, and improve the operational performance of multiple centers and communication channels. Posted: 27 Mar 2012 \| Published: 27 Mar 2012 TOPICS: Call Center Management \| Call Center Software \| Contact Center Management \| Contact Center Software \| CRM \| CRM Best Practices \| CRM Software \| IP Contact Centers \| IVR \| SAP (Product)

CEM - Using the Power of Analytics to Optimize Customer Delight sponsored by OpenText ANALYST REPORT: This report highlights industry best practices for establishing and nurturing CEM programs that delight customers while improving overall business results. Posted: 27 Mar 2012 \| Published: 27 Mar 2012 TOPICS: CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Leveraging Outbound IVR and SMS As a Competitive Advantage: Seven Critical Success Factors sponsored by Voxeo WHITE PAPER: In this brief resource, you will discover best practices for proactive outbound communications including 7 critical success factors for leveraging these tools and gaining competitive advantage. Posted: 22 Mar 2012 \| Published: 22 Mar 2012 TOPICS: Communications Software \| CRM \| CRM Best Practices \| CRM Services \| CRM Software \| IVR \| Mobile CRM \| SMS

5 Steps to Serving Customers in a Mobile World sponsored by Voxeo WHITE PAPER: This brief resource outlines 5 steps you can take now to successfully engage customers across channels and realize profits. Posted: 22 Mar 2012 \| Published: 22 Mar 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Mobile CRM \| Web 2.0

How Integrating E-Commerce with ERP Increases Revenue sponsored by Exact Software CASE STUDY: This case study provides insight into a business products company that needed to find a way to integrate their e-commerce strategy with their existing enterprise resource planning (ERP) system. Learn how they were able to seamlessly manage their order statuses, histories, customer items, and more alongside their ERP software. Posted: 20 Mar 2012 \| Published: 20 Mar 2012 TOPICS: CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| eCommerce \| eCommerce Services \| eCommerce Software \| ERP \| ERP Software

The future of mobile CRM sponsored by SugarCRM Inc. EGUIDE: In this expert e-guide, find out how social and mobile customer relationship management (CRM) are changing the CRM landscape. Posted: 20 Mar 2012 \| Published: 20 Mar 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Mobile CRM \| Social Networking \| Web 2.0

Customer Experience Exchange E-Zine: Issue 3 sponsored by SearchCRM EZINE: In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%. Posted: 20 Mar 2012 \| Published: 20 Mar 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Center Workforce Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Data Management \| Customer Loyalty \| Customer Satisfaction

The value of mobile and social to CRM sponsored by ComputerWeekly.com ANALYST REPORT: Adding mobile access and social collaboration to CRM delivers significant benefits, this report from Nucleus Research reveals. Posted: 16 Mar 2012 \| Published: 16 Mar 2012 TOPICS: CRM \| CRM Best Practices \| ROI \| Smart Phones \| Social Networking \| Tablet PC

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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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