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

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May 25, 2013

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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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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

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: 05 Oct 2011 TOPICS: B2B \| B2C \| CIOs \| CRM \| CRM Analytics \| CRM Best Practices \| CRM Services \| CRM Software \| eCommerce \| eCommerce Services \| eCommerce Software \| Social Networking

Social Media and Loyalty: Four Customer Success Stories sponsored by Medallia WHITE PAPER: Review this brief resource to learn the details of a CRM strategy that boasts the ability to increase online review scores, enhance referral marketing practices, build a loyal social community, and more. Read through 4 customer success stories and discover how they leveraged this tool to generate more business. Posted: 28 Jun 2012 \| Published: 01 Jun 2012 TOPICS: CRM \| CRM Best Practices \| CRM Software \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Social Networking

Will Your Customers Really Wait for You to Get Service Experience Right? sponsored by KANA WHITE PAPER: In order to prosper in today’s challenging environment, delivering high quality customer service is critical. This paper outlines an approach to building a solid customer service strategy and addresses common challenges as well as tips for avoiding and overcoming pitfalls. Posted: 21 Jun 2012 \| Published: 21 Jun 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

E-Guide: Implementing a CRM Strategy to improve the customer experience sponsored by SAP America, Inc. EGUIDE: This expert e-guide highlights the need for a unified customer information hub to improve the quality, consistency and availability of customer data by detailing how one cement manufacturer implemented a successful customer experience initiative. Gain insight into the findings of a recent survey of top CRM challenges faced by today's businesses. Posted: 12 Jun 2012 \| Published: 12 Jun 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM \| CRM Analytics \| CRM Best Practices \| CRM Software \| Customer Data Integration \| Customer Data Management \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Data Analytics \| Data Management \| Hubs \| SAP (Product)

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: 01 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: 01 Nov 2011 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

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

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: 14 Feb 2011 TOPICS: Business Process Management \| CRM \| CRM Best Practices \| CRM Software \| Financial Services Industry \| Insurance Industry \| Mobile CRM \| Software as a Service

Best practices for web experience management 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

SearchBusinessAnalytics.com Tip Guide: Advanced analytics key component for ‘decision management systems’ sponsored by Sybase, an SAP company EGUIDE: This tip guide offers an explanation from industry expert James Taylor as to why every customer should not be treated the same in today's ever-evolving business environment. Taylor details why decision management systems involving automation are essential to making successful strategic and operational decisions that please your customers. Posted: 23 Mar 2012 \| Published: 23 Mar 2012 TOPICS: Business Intelligence \| CRM \| CRM Best Practices \| Customer Data Management \| Customer Service \| Data Analytics \| Data Management \| Data Quality \| Decision Support Systems \| Information Management

Social channels changing contact center certification sponsored by Salesforce.com EGUIDE: In this expert tip, find out which certification programs are getting overhauled, including those focused on individual call center managers and agents, such as the program from ICMI, and the costs associated with these certifications. Posted: 20 Mar 2012 \| Published: 20 Mar 2012 TOPICS: Call Center Management \| Call Centers \| Certification Programs \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Mobile CRM \| Social Networking \| Training

8 contact center best practices sponsored by Salesforce.com EGUIDE: Read this expert e-guide to see what Donna Fluss and Michael Krigsman have to say about how companies can ensure contact centers utilize new social media, video and mobile support to their best advantage. Posted: 20 Mar 2012 \| Published: 20 Mar 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Service \| Social Networking \| Web 2.0

A more social contact center sponsored by Salesforce.com EGUIDE: In this expert e-guide, you will discover ways that contact centers are using social media channels to manage customer contact volume and the 10 steps to creating a call center social media strategy. Posted: 20 Mar 2012 \| Published: 20 Mar 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Social Networking \| Web 2.0

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

One Stop Data: Gaining Access to Enterprise, Customer, Business Intelligence sponsored by Advent Global Solutions Inc. EGUIDE: This expert e-guide discusses next-generation BI software, in particular customer relationship management (CRM) analytics and how these factors complement the SMB market. Posted: 15 Mar 2012 \| Published: 15 Mar 2012 TOPICS: Business Intelligence \| Business Intelligence Software \| CRM \| CRM Analytics \| CRM Analytics Software \| CRM Best Practices \| SaaS business intelligence \| SMBs

Cloud Cover for the Call Center: Meeting Demands Intelligently and Efficiently sponsored by Oracle Corporation WHITE PAPER: This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have. Posted: 01 Mar 2012 \| Published: 01 Mar 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| CRM \| CRM Analytics Software \| CRM Best Practices \| CRM Software \| Customer Service

SAP Sales Order Management: A Behemoth That Works sponsored by Esker Inc. EBOOK: In this exclusive e-book, find expert tips and strategies for using SAP sales order management software to regain control of your processes to increase efficiency, decrease problems, and boost customer satisfaction. Posted: 15 Feb 2012 \| Published: 15 Feb 2012 TOPICS: CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Sales \| Sales Force Automation \| Sales Order Management \| Sales Orders \| SAP (Product)

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: 07 Feb 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| 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: 07 Feb 2012 TOPICS: CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Satisfaction \| Mobile CRM \| Social Networking \| Web 2.0

The Social Customer Engagement Index sponsored by SAP America, Inc. WHITE PAPER: Use the survey results in this paper from the TheSocialCustomer.com to find out how organizations are utilizing social channels to engage their customers, and integrate these methods into your own customer experience strategy. Posted: 01 Feb 2012 \| Published: 30 Jun 2009 TOPICS: CRM \| CRM Best Practices \| Customer Data Integration \| Customer Interaction Services \| Customer Satisfaction \| SAP (Product) \| Social Computing \| Social Networking

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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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