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

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Feb 10, 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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Gartner predictions around Social CRM sponsored by Infor CRM EGUIDE: This tip e-guide from SearchCRM.com features insight from Gartner's 2011 Magic Quadrant for social customer relationship management (CRM). Read this now to learn what challenges are cropping up in CRM, how social media is affecting CRM strategies and what the future of social CRM looks like. Posted: 08 Feb 2012 \| Published: 08 Feb 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Social Networking \| Web 2.0

Use effective call centers to build customer loyalty sponsored by Infor CRM EGUIDE: This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty. Posted: 08 Feb 2012 \| Published: 08 Feb 2012 TOPICS: Call Centers \| Contact Center Management \| Contact Center Software \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Service \| Customer Service Best Practices

Tread carefully with social media-based customer loyalty programs sponsored by Infor CRM EGUIDE: Read this tip guide now to learn expert tips for interacting with your customers through Web 2.0. Posted: 08 Feb 2012 \| Published: 08 Feb 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Social Networking \| Web 2.0

Social engagement tips from author Qualman sponsored by Infor CRM EGUIDE: Read this tip guide now to learn how to go about making the first move with your customers in Web 2.0 and what are the best tactics for engaging and retaining customers. Posted: 08 Feb 2012 \| Published: 08 Feb 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Retention \| Social Networking \| Web 2.0

Gartner: Social, mobile and analytics to push CRM through 2015 sponsored by Infor CRM EGUIDE: This tip guide from SearchCRM.com shares Gartner's expert insights on the fragmented social customer relationship management (CRM) market and how it will continue to evolve in the next three years. Posted: 08 Feb 2012 \| Published: 08 Feb 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Satisfaction \| Mobile CRM \| Social Networking \| Web 2.0

Improving Sales Effectiveness In a Buyer’s Market sponsored by SAP America, Inc. WHITE PAPER: This paper details the results of a survey of 160 firms with annual revenues of $250M or more conducted to determine whether their customer relationship management (CRM) software is addressing the changed and changing requirements of sales reps as they develop relationships and pursue opportunities in light of ever increasing buyer expectations. Posted: 07 Feb 2012 \| Published: 07 Feb 2012 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Best Practices \| CRM Software \| Sales and Marketing Software \| Sales Information Systems \| Sales Representatives

CRM and Social Media: How a Blended Approach Means Good Business in the Hospitality Industry sponsored by Infor CRM WHITE PAPER: This white paper offers hospitality strategies for combining social media and real-time customer relationship management (CRM) to wow patrons and increase customer loyalty. Learn how social CRM can increase your ROI and build your business reputation. Posted: 07 Feb 2012 \| Published: 07 Feb 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Marketing \| Social Computing \| Social Networking

The Customer Loyalty Conundrum sponsored by SAP America, Inc. WHITE PAPER: In 2011, Forrester Consulting conducted a study to find out how customer loyalty decision-makers define and execute customer loyalty. Read this study to find Forrester's analysis of how loyalty decision-makers currently use customer data, technology, and analytics to manage customer loyalty programs. Posted: 06 Feb 2012 \| Published: 06 Feb 2012 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Loyalty Programs

Customers, Not Cars Now Drive Auto Importer’s Strategy sponsored by SAP America, Inc. CASE STUDY: Read this Bloomberg Businessweek case study to learn how Israeli auto importer Colmobil Corp. changed its entire organizational structure and business processes, and, as part of the transformation, overhauled its legacy technology infrastructure to improve its customers' experiences and create business growth. Posted: 01 Feb 2012 \| Published: 01 Feb 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Satisfaction \| ERP \| Systems Integration

CW Buyer's Guide: Customer Relations (CRM) sponsored by ComputerWeekly.com ESSENTIAL GUIDE: This nine-page Buyer's Guide to Customer Relationsip Management (CRM) analyses the factors CIOs and senior IT professionals will need to consider as they plan their CRM strategies. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: B2B \| B2C \| CIOs \| CRM \| CRM Analytics \| CRM Best Practices \| CRM Services \| CRM Software \| eCommerce \| eCommerce Services \| eCommerce Software \| Social Networking

North American Contact Center Industry 2011: A Mid-Year Update and Forecast sponsored by Calabrio, Inc. WHITE PAPER: This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Cognos Business Intelligence for Report Authors sponsored by IBM VIRTUAL SEMINAR: Utilize a complete set of enterprise reports that are easy to build, maintain, secure and deploy, all delivered in a collaborative authoring environment and based on the fundamental principle of "author once — consume anywhere." Posted: 24 Jan 2012 \| Premiered: 24 Jan 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM \| CRM Best Practices \| CRM Software \| Customer Retention \| Customer Service \| Customer Service Best Practices

Customer Analytics Pay Off sponsored by IBM WHITE PAPER: Read this white paper to learn four stages of organizational capabilities and associated customer analytics strategies to help gain deeper customer insight. Posted: 24 Jan 2012 \| Published: 24 Jan 2012 TOPICS: Business Intelligence \| CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Service

Yahoo, Amex talk up different customer service approaches sponsored by Infor CRM EGUIDE: Access this tip guide to learn how American Express and Yahoo Inc., have conquered customer service obstacles while also decreasing customer relationship management (CRM) budgets. Posted: 24 Jan 2012 \| Published: 24 Jan 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices

Best Practices for Transforming to a Multi-Channel Contact Center sponsored by inContact WHITE PAPER: Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment. Posted: 20 Jan 2012 \| Published: 20 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Service \| Messaging Software \| Social Networking \| Web 2.0

CRM Thought Leadership booklet sponsored by IBM WHITE PAPER: With instant access to information, customers expect a purchase experience that matches the ease and speed of the information-gathering experience. Read this white paper, created in collaboration with Frost & Sullivan, to see how a customer relationship management (CRM) solution can help you respond on the customers’ terms. Posted: 17 Jan 2012 \| Published: 17 Jan 2012 TOPICS: CRM \| CRM Best Practices \| Customer Data Integration \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

IBM solutions that offer real-time customer insights, integrate applications and build brand loyalty sponsored by IBM EBOOK: Want to know how the most successful companies deliver exceptional customer value? Do you know the best practices for using customer analytics? This e-book answers these questions and a lot more about winning trends and practices in customer relationship management (CRM). Posted: 17 Jan 2012 \| Published: 17 Jan 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Retention \| Customer Satisfaction

Video: LotusLive Suite sponsored by IBM VIDEOCAST: Watch this videocast to learn how IBM LotusLive provides a secure, robust and integrated communication environment to help you manage email, projects, remote teams and global clients. Take advantage of these collaborative tools so your employees can be more productive — regardless of device or geographic location. Posted: 17 Jan 2012 \| Premiered: 17 Jan 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Enterprise Content Management \| Enterprise Content Management Software \| Enterprise Information Management (EIM)

CRM Sheds Light on Tommy Bahama Customers sponsored by Infor CRM WHITE PAPER: Read this brief article to discover how this growing retail chain of "island fashion" utilizes their loyal customers and their information to keep their business going through the recession and beyond. Posted: 17 Jan 2012 \| Published: 17 Jan 2012 TOPICS: Business Intelligence \| CRM \| CRM Best Practices \| Customer Data Integration \| Customer Loyalty \| Customer Satisfaction \| Data Analytics

Have You Earned Your Customers’ Trust? sponsored by inContact WHITE PAPER: Companies need to take their customer experience to the next level. This means being more responsive and proactive, delivering consistently on brand promises, listening to customers and acting on that insight. Read on to learn why customer trust is critical to your business and how to successfully build your customer's trust. Posted: 17 Jan 2012 \| Published: 17 Jan 2012 TOPICS: CRM \| CRM Best Practices \| Customer Loyalty \| Customer Satisfaction

How to retain customer loyalty in the competitive retail market sponsored by Infor CRM WHITE PAPER: Read this now to learn how single-view software could enhance your customer relationship interactions with more insightful data. Posted: 16 Jan 2012 \| Published: 16 Jan 2012 TOPICS: CRM \| CRM Analytics \| CRM Best Practices \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| eCommerce \| Web 2.0 \| Web Content Management

The Ultimate Guide to Email Prospecting sponsored by Citrix Online Go To Meeting WHITE PAPER: This new e-book by Jill Konrath, sales strategist and author, explores how to craft an email message that grabs the attention of prospects and compels them to continue the conversation. Posted: 13 Jan 2012 \| Published: 13 Jan 2012 TOPICS: CRM \| CRM Best Practices \| Direct Marketing \| Email \| Email Marketing \| Sales \| Sales Representatives

How to Design and Deliver Effective Virtual Sales Presentations sponsored by Citrix Online Go To Meeting WHITE PAPER: This new What Works! e-book explores best practices for effectively engaging prospects in a virtual environment to shorten the sales cycle, beat the competition and close more business. Posted: 13 Jan 2012 \| Published: 13 Jan 2012 TOPICS: Collaboration \| CRM Best Practices \| Customer Satisfaction \| Marketing \| Sales \| Sales Representatives

E-Guide: Key Strategies for Improving Customer Service in a Down Economy sponsored by Citrix Online Go To Meeting EGUIDE: Read this e-guide and explore key techniques for using Web 2.0 technologies to improve your customer service, marketing and sales efforts. Discover a sound customer service strategy for your organization, as well as two types of online customer service initiatives. Posted: 12 Jan 2012 \| Published: 12 Jan 2012 TOPICS: CRM \| CRM Best Practices \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Web 2.0

Building a Strong Customer Experience sponsored by Infor CRM EGUIDE: Read this e-guide from SearchCRM.com to learn how American Express and Yahoo tackle customer service with their own twists, how to communicate through multiple channels and ways to craft a single customer view through CEM technology. Posted: 09 Jan 2012 \| Published: 09 Jan 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

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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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