CRM
LEAD STORY
SAP closes the books on troublesome TomorrowNow chapter

SAP shut down TomorrowNow for business reasons, and to get out of third-party support, analysts agreed. (ARTICLE | SEARCHSAP.COM)


More on SAP decision making, upgrades and planning
NEW ON SearchCRM.com
CALL CENTER  

Lior Arussy
President - Strativity Group
 Topics: Customer experience management
Q: 
Should we use examples of bad customer experiences when training new call center agents on the importance of the customer...
VIEW ANSWER
CUSTOMER LOYALTY  

Text analytics fueling Voice of the Customer programs: Charles Schwab has begun using text analytics to mine its customer feedback. The maturation of text analytics is fueling these Voice of the Customer programs, experts say. (ARTICLE)
Best customer retention strategies (RESOURCE CENTER)
Chief customer officers need patience, energy (ARTICLE)
CRM STRATEGY  

Integrating CRM with business intelligence tools: Integration between CRM and business intelligence (BI) tools can be a challenge. Learn about a proven methodology for BI-CRM integration that can speed up the integration process. (TIP)
Integrating SaaS CRM and ERP applications (TIP)
CRM application integration using Web services (TIP)
EVALUATING CRM SOFTWARE  

SaaS CRM integration: Is it still a deal killer?: Integration has always been a question mark with on-demand CRM applications, but third-party vendors, robust APIs and SOA are beginning to provide an answer. (ARTICLE)
Can Oracle be 'social' with CRM? (ARTICLE)
Web 2.0 found lacking in Gartner service rankings (ARTICLE)
SITE HIGHLIGHTS

Call center scheduling and staffing: Top 10 buzzwords: We've gathered the top call center scheduling and call center staffing terms and definitions to get you up to speed.

Definitions: NPV, IRR, ROI and payback: Learn the definitions for commonly confused terms related to return on investment (ROI) in this expert Q/A.

Best customer retention strategies: Explore information for developing a customer retention strategy, find tips for implementation of a customer retention program and learn how to cal...

Strategic Internet marketing: Get tips for developing a strategic Internet marketing plan that utilizes social networking sites and Web 2.0 technology.

Siebel CRM software vs. Microsoft CRM software for the midmarket: Is Siebel's reputation as a CRM leader enough to win over SMBs? Or do SMBs want CRM software from a vendor that speci...
WHAT'S NEW
CRM Integration Series
CRM integration is a major challenge for organizations of all sizes. In this new series, SearchCRM.com explores best practices for integration between CRM and other systems. Find how to prepare your organization today!

The Call Center Metrics School

Podcast: Managing customer profitability

Quiz: Speech analytics technology

EDITOR
Lauren Hoyt
Lauren Hoyt

Visit the Call Center Metrics School.
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MORE NEWS

Convergys adds to relationship management with Intervoice acquisition
Extending its CRM and human resources management initiative, Convergys today said it will acquire IVR vendor Intervoice for $335 million. (ARTICLE)

Gartner enterprise marketing management rankings show room for growth
Gartner's Magic Quadrant for Enterprise Marketing Management lists no leaders and no challengers, a reflection of an emerging market. (ARTICLE)

Microsoft to add CRM accelerators, online marketplace
Microsoft is turning to its substantial partner channel to build out its CRM capabilities, developing a site to help customers connect with partners and an accelerator program. (ARTICLE)

Speech self-service speaks the language of savings
For companies like DirectTV and Orbitz, maturing speech self-service is improving customer satisfaction while decreasing call volume to the call center. (ARTICLE)

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