Call center management and customer service

Explore call center customer service resources here, including tips for managing call center software and advice for call center operations management and performance management... More about Call center management and customer service

Recent Definitions

• Web self-service

  - Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the...

• Workforce management (WFM) software

  - Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff sc...

• call center schedule adherence

  - Call center schedule adherence is a common metric used in the call center to determine whether or not call center agents are working...

Highlights

• Moving company unpacks new contact center software after acquisition

• New contact center metrics recommended to fit new customer channels

• Insurance firm uses call-routing software to reach Hispanic community

More Call center management and customer service Topics

• Call center VoIP software

• Call center agent

• Call center manager

• On-demand call center

• Call center outsourcing and offshore call center outsourcing

• Call center software

• Call center speech technology

• Online customer service

CRM management

Discover the latest CRM management and planning resources here, including how to create a CRM strategy for evaluating CRM software, implementing CRM and measuring ROI on a CRM p... More about CRM management

Recent Definitions

• social media listening

  - Social media listening, also known as social media monitoring, is the process of identifying and assessing what is being said about a company, i...

• straw man

  - In general, a straw man is an object, document, person, or argument that temporarily stands in for and is intended to be "knocked down" by something more substantial.

• partner relationship management (PRM)

  - Partner relationship management (PRM) is a business strategy for improving communication between companies and their chan...

Highlights

• SugarCon conference offers guidelines for social CRM success

• Railroad mainstay CSX cleans up data quality issues, launches new CRM

• Convergence attendees rethink CRM initiatives for the modern era

More CRM management Topics

• CRM ROI

• CRM implementation

• CRM industry news

• CRM strategy

• Upgrading CRM software

Sales management strategy

Get up-to-date sales management news and browse the latest topics in sales management in this topic section. The sales topics covered in this section will help you understand th... More about Sales management strategy

Recent Definitions

• market leadership

  - Market leadership is when an individual or company owns the largest market share or highest profitability margin in a given market for goods and servic...

• marketing encyclopedia

  - A marketing encyclopedia is an application with an online interface to a database of information that a sales person might want to help a custom...

• Streamlined Sales Tax (SST)

  - The Streamlined Sales Tax (SST) program is a cooperative arrangement among states in the United States for the collection and payment of...

Highlights

• Mobile business apps for real, but post-PC future likely a mirage

• Tablets for business improve sales and CEM

• Sales compensation management system boosts visibility at prosthetics supplier

More Sales management strategy Topics

• Mobile sales force

• Sales force automation software

• Sales strategy and sales force effectiveness

CRM and marketing

Explore CRM and marketing strategy resources that will help you design an effective marketing plan in this section. Read the latest marketing news and find out about new marketi... More about CRM and marketing

Recent Definitions

• interrupt marketing

  - Interrupt marketing is the traditional model of product promotion, in which people have to stop what they're doing to pay attention to the marketing...

• discoverability marketing

  - Discoverability marketing is the practice of making it easier for customers or potential customers to find products when they are actively ...

• social media listening

  - Social media listening, also known as social media monitoring, is the process of identifying and assessing what is being said about a company, i...

Highlights

• SugarCon conference offers guidelines for social CRM success

• Integrate customer data for a solid social media business strategy

• Avoid chicken shortage and other hitches with social media integration

More CRM and marketing Topics

• Customer loyalty and retention

• Email marketing strategy

• Internet marketing strategy

• Marketing automation technology

• Marketing campaign management

• Marketing management and strategy

Software as a Service CRM and CRM on demand

Discover Software as a Service CRM and CRM on demand resources for CRM leaders and practitioners in this section, including expert advice for developing a SaaS application deplo... More about Software as a Service CRM and CRM on demand

Recent Definitions

• Sage CRM

  - Sage CRM is a line of software products for customer relationship management in the small-to-medium size business market.

• Hosted CRM

  - Hosted CRM is an arrangement in which a company outsources some or all of its customer relationship management (CRM) functions to an application service provider ...

• Software as a Service (SaaS)

  - Software as a Service (SaaS) is a software distribution model in which applications are hosted by a vendor or service provider and made...

Highlights

• Five tips for picking SaaS CRM ecosystems

• Insurance firm uses call-routing software to reach Hispanic community

• How do I compare cloud CRM vendors?

More Software as a Service CRM and CRM on demand Topics

• Evaluating SaaS CRM and CRM on demand software

• SaaS CRM and CRM on demand implementation

• SaaS CRM and CRM on demand vendors

• SaaS CRM market trends

• Cloud computing costs and SLAs

Customer data management

Learn how to effectively manage customer data with the resources in this customer data management topic section. Get the latest information on customer data management software ... More about Customer data management

Recent Definitions

• causation

  - Causation, or causality, is the capacity of one variable to influence another. The first variable may bring the second into existence or may cause the incidence of...

• correlation

  - Correlation is a statistical measure that indicates the extent to which two or more variables fluctuate together. A positive correlation indicates the extent to...

• data-driven decision management (DDDM)

  - Data-driven decision management (DDDM) is an approach to business governance that focuses on gathering data and analyzin...

Highlights

• Seeking treasure from social media tracking? Follow the customer

• CRM analytics reveals more about customers -- maybe too much

• Data management platform adds analytics for digital marketers

More Customer data management Topics

• CRM analytics and business intelligence

• Customer data integration and CRM

• Customer privacy and data security

• Data governance

• Data quality management in CRM

CRM technology and software decisions

Get the latest CRM technology and software and CRM vendor information in this topic section. Get the most strategic resources on CRM software. Find resources for evaluating CRM ... More about CRM technology and software decisions

Recent Definitions

• Sage CRM

  - Sage CRM is a line of software products for customer relationship management in the small-to-medium size business market.

• decision tree software

  - In data mining, decision tree software describes a combination of mathematical and computing techniques that enable a given set of data to be ac...

• customer-facing

  - Customer-facing is an adjective used to describe a hardware or software product, technology, or anything that the customer of a business deals with directly.

Highlights

• Windows 8 operating system a marked change in touchscreen environments

• More enterprises develop mobile apps for SaaS

• Railroad mainstay CSX cleans up data quality issues, launches new CRM

More CRM technology and software decisions Topics

• Evaluating CRM software

• Open source CRM software

• Small business CRM

• Vertical CRM software

• Salesforce CRM

• Microsoft CRM

• SAP CRM

• Oracle CRM

CRM learning center

The learning tools section provides guides, quizzes and other resources for CRM leaders and practitioners, including self-assessment tools and guides to learning about CRM best ... More about CRM learning center

Recent Definitions

• Web self-service

  - Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the...

• obliquity

  - In systems engineering, obliquity is a theory that proposes the best way to achieve a goal when you are working with a complex system is to take an indirect approa...

• self-scanning checkout (self-checkout)

  - Self-scanning checkout, also called "self-checkout" is an automated process that enables shoppers to scan, bag, and pay ...

Highlights

• Social CRM: Special Report

• Meet the 2009 CRM Products of the Year judges

• The top CRM advice from experts in 2009

Customer experience management

Customer experience management technology helps companies improve customer service and increase revenue. Get answers to the common question "what is customer experience manageme... More about Customer experience management

Recent Definitions

• voice of the customer (VOC)

  - Voice of the customer (VOC) is the perception of a customer’s needs and wants.

• digital CRM

  - Digital CRM is the use of multiple electronic communications channels and technologies to enhance customer relationship management (CRM). The digital approach t...

• social media listening

  - Social media listening, also known as social media monitoring, is the process of identifying and assessing what is being said about a company, i...

Highlights

• Mobile technology makes time management challenging

• SugarCon conference offers guidelines for social CRM success

• Seeking treasure from social media tracking? Follow the customer

More Customer experience management Topics

• Commerce technology and strategy

• Multi-channel customer experience management

• Customer experience management strategy

• Web content management

• Knowledge management

• Social CRM and Web 2.0

• Mobile CRM software