SearchCRM: CRM and call center FAQs

How can I set metrics for customer satisfaction and customer profitability?

SearchCRM.com(editor@searchcrm.com) — Wed, 5 Aug 2009 23:00:00 EDT

You can establish call center metrics that encourage agents to build customer satisfaction while also improving profitability. Learn how in this expert tip from Don Peppers.

How to use Office Communicator for instant messaging in Microsoft CRM

Sun, 26 Jul 2009 23:00:00 EDT

Acccording to our expert, the best way to provide instant messaging capabilities to your Microsoft Dynamics CRM 4.0 users is to leverage the presence integration between Microsoft Dynamics CRM and Microsoft Office Communicator.

Managing customer conversations in the call center

Donna Fluss, President, DMG Consulting LLC (editor@searchcrm.com — Wed, 1 Jul 2009 23:00:00 EDT

Get tips for managing customer conversations in the call center and find out how call center agents can deal with chatty or emotional customers.

Methods to increase customer lifetime value via customer loyalty

SearchCRM.com(editor@searchcrm.com) — Tue, 4 Aug 2009 23:00:00 EDT

Don Peppers discusses some effective methods to increase customer lifetime value via customer loyalty in this expert tip.

Performance measurement analyst role and responsibilities

Lior Arussy, President, Strativity Group(lior@strativitygroup.com — Thu, 2 Jul 2009 14:30:03 EDT

Learn about the role of the performance measurement analyst and their responsibilities, including establishing the right metrics to measure the customer experience, in this expert tip.

Three management tips for overseeing call center agents on night shift

SearchCRM.com(editor@searchcrm.com) — Mon, 13 Jul 2009 23:00:00 EDT

There are psychological and medical challenges for call center agents working the night shift. Hear management tips from Donna Fluss for managing night shift call center agents.

Three options for creating Microsoft CRM surveys

Sun, 26 Jul 2009 23:00:00 EDT

Microsoft Dynamics CRM 4.0 does not provide survey questionnaire functionality out of the box, but here are three options for creating Microsoft CRM surveys.

Tracking the online customer experience after a website redesign

Lior Arussy, President, Strativity Group(lior@strativitygroup.com — Thu, 2 Jul 2009 14:33:29 EDT

Learn customer experience metrics, including how to track and measure the impact a website redesign may have on the online customer experience, in this expert tip.

Weighing benefits, risks of upgrading Oracle CRM in a down economy

Tue, 28 Jul 2009 23:00:00 EDT

What are the risks of upgrading Oracle CRM in a down economy? Read risk assessment tips from Forrester Research and help determine how long it will take to get ROI from an Oracle CRM upgrade.