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Overview: In today's marketplace, competition is fierce. Customer expectations are continually rising and profit margins are narrowing, requiring companies to foster customer loyalty and retain current customers. Never before has Customer Relationship Management (CRM) been more important.
In response to this, CRMindustry.com was launched in 2001. The web site provides visitors with information on how to successfully leverage their people, processes and technologies to become a customer-centric company. Membership is free and provides access to breaking news, white papers, industry research, publications and much more all related to CRM.
KnowledgeStorm's detailed company reports contain important information including: stock symbols, company size, addresses, and more. You may access this additional information about this company by viewing one of the detailed solution reports or research abstracts listed below.
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Solutions offered by CRMindustry.com.
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Research offered by CRMindustry.com
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2005 Service and Support Metrics Survey by CRMindustry.com. March 2005 - Support is undergoing a quiet revolution. During the recent technology downturn, it was service and support revenue that sustained many companies. This report presents top level benchmarks of the key metrics used in determining support success.
2005 Trends & Directions in Web-Based Support by CRMindustry.com. June 2005 - While there's a wealth of rich, increasingly comprehensive technologies available enabling businesses to drive toward true service and support optimization, this paper discusses the decision to deploy and across what channels should depend on a strategy based on clearly defined goals.
CRM from the Inside Out by CRMindustry.com. August 2004 - Before you impress your customers with the capabilities in new CRM apps, you better convince your employees.
Hosted CRM vs. In-House: Which Direction Should Your Company Take? by CRMindustry.com. January 2005 - One of the most animated arguments over the last couple of years has centered on whether to deploy CRM technologies in-house or "rent" them, outsourcing their implementation to an application service provider. Whatever options customers choose, CRM deployments are moving beyond the less-than-stellar early years to deliver some real, provable ROI.
Leadership and Corporate Culture by CRMindustry.com. January 2004 - A key function of support leadership is creating and maintaining a successful corporate culture - and the process is much more specific and practical than defining missions and visions. This white paper examines what drives the corporate cultures of successful support operations, and seven roles that leaders play in managing these cultures.
State of IT Outsourcing by CRMindustry.com. October 2006 - Outsourcing some of the IT Portfolio remains a direction that a majority of companies will continue to invest in as part of their overall smartsourcing or strategic sourcing strategy.
Read the results of Supportindustry.com's survey on the state of IT Outsourcing to learn more.
Supportindustry.com 2006 Service and Support Metrics Survey by CRMindustry.com. March 2006 - In March 2006, SupportIndustry.com conducted a survey of high-level executives representing a range of industries. The data gathered provides valuable insight into a range of issues and challenges important to service and support executives. Read our fourth annual report covering trends in service and support.
The Role of Web-Based Self-Service in the Support Organization by CRMindustry.com. October 2005 - Web-based self-service has evolved as a way for customers to address their own problems and handle tasks that traditionally have been managed by a call center or help desk. Itâs not just a means for deflecting calls from live agents, but it is also viewed as a way for businesses to differentiate themselves and deepen relationships with customers.
Using Web-based Support Tools to Improve Customer Service by CRMindustry.com. June 2007 - The Web has been the focus for some time of businesses looking to improve processes and deploy technologies surrounding service delivery. Learn how Service-centric organizations have already integrated their in-house service and support applications to improve customer interaction on the web.
Workforce Management: Optimizing Performance for Superior Customer Service by CRMindustry.com. March 2004 - Of the myriad pressures faced by call center managers in today's customer-centric business environments, staffing remains the most challenging. It's no wonder that up to 75% of call center costs revolve around personnel. These challenges are forcing contact center managers to seriously consider the way they manage their workforces.
Workforce Optimization: Combining People, Processes and Technologies by CRMindustry.com. August 2004 - While delighting customers is of the highest priority for customer service-driven businesses, it's not the only one: in order to satisfy customers, management must also satisfy the individuals responsible for serving those customers.
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