CRM tools and strategy
Customer relationship management combines various tools -- like marketing and sales force automation software -- and strategies to help organizations maintain, manage and learn from customer interactions. Find out the latest news and expert advice for your CRM approach.
Top Stories
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News
10 May 2023
Zendesk out with generative AI-supported tools for better CX
In partnership with ChatGPT creator OpenAI, the customer service vendor introduces smart CX tools such as sentiment analysis for faster workflows and bots for contextual replies. Continue Reading
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News
04 May 2023
Slack GPT quickly summarizes channels and creates canvases
The CRM giant unveiled a generative AI assistant for its Slack collaboration platform to let users quickly summarize channels, draft messages and create whiteboard-like canvases. Continue Reading
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Podcast
13 Apr 2015
Microsoft Convergence focuses on analytics, cloud
Microsoft Convergence attendees explored the new cloud-based Power BI analytics tool at the conference. Continue Reading
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Tip
24 Mar 2015
Has Microsoft cloud strategy evolved?
Microsoft is trying to lead customers to the cloud with hybrid offerings, such as Microsoft Dynamics CRM. But will that succeed? Continue Reading
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Tip
06 Feb 2015
Salesforce vs. Microsoft Dynamics: Why I choose Salesforce
While Salesforce can be more costly than Microsoft Dynamics, ease of use and a healthy ecosystem of support can make it a persuasive choice. Continue Reading
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Tip
02 Jan 2015
Customer data integration needs strategy to derive meaning
Your approach to customer data integration needs to be guided by another strategy to determine which information is relevant. Continue Reading
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Report
05 Jan 2012
CRM user interface guide
This guide provides an at-a-glance look at Oracle, SAP, Microsoft and Salesforce.com’s user interfaces for their mobile client, Outlook integration and sales dashboards. Continue Reading
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News
14 May 2009
New SAP CRM ordering system helps Coke roll out new dispenser
A new beverage dispenser designed to revolutionize Coke's distribution system demanded a new way for the soda giant to service customers. Continue Reading
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Feature
11 Nov 2008
Creating positive customer retention strategies
Is your organization deploying positive customer retention strategies or negative ones? In this chapter excerpt, learn about a number of positive customer retention strategies, including how to add customer-perceived value, create social and structural bonds and build engagement to delight your customers. Continue Reading
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Feature
11 Nov 2008
Understanding customer commitment
Research shows that there are three forms of customer commitment: relational commitment, instrumental commitment and value-based commitment. In this chapter, learn about all three types of customer commitments and get key performance indicators (KPIs) for customer retention programs. Continue Reading
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Feature
03 Nov 2008
SIP in the call center: Top 10 buzzwords
In many of today's call centers, session initiation protocol (SIP) allows customers and call center agents to connect through various forms of multimedia communications. We've gathered these terms and definitions to help you better understand SIP in the call center. Continue Reading
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Answer
05 Nov 2007
What's the difference between speech recognition software and voice tags?
Wondering about how voice recognition or speech recognition and voice tags differ? Read definitions from Donna Fluss in this tip. Continue Reading
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Quiz
21 Sep 2007
Web 2.0 and CRM quiz
This quiz on Web 2.0 and CRM was designed to test your knowledge of Web 2.0 technology and social networking and open your eyes to how this technology can help advance CRM initiatives. Continue Reading
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Answer
14 Aug 2007
Conducting a CRM system and process audit
Expert Paul Greenberg offers advice on conducting an audit of CRM systems and processes. Continue Reading
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Answer
24 Jul 2007
Calculating the call center agent seat utilization ratio
Lori Bocklund explains how to calculate the seat utilization ratio for a call center with a formula using call center agents and number of call center seats. Continue Reading
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Quiz
28 Jun 2007
Call center interactive voice response (IVR) system quiz answers
Find out how you did on SearchCRM.com's call center IVR system quiz with these answers. Continue Reading
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Answer
27 Apr 2007
How can understanding customer value lead to successful marketing?
According to Lior Arussy, understanding customer value can lead to successful marketing if you target those customers with the highest potential value, not just those with the highest actual value. Continue Reading
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Answer
14 Feb 2007
New call center agents -- top 10 pitfalls
Common areas of call center agent weakness are largely due to inexperience in handling live (and sometimes frustrated and nasty) customers, and a lack of in-depth knowledge of systems, products, policies and procedures. Most of these areas can be improved over time. Learn best practices from Donna Fluss here. Continue Reading