Overview: SearchCRM.com is the Web's best guide for Customer Relationship Management (CRM) decision makers.
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Solutions offered by SearchCRM.
Research offered by SearchCRM
3-2-1 Contact the Call Center by SearchCRM. January 31, 2013 - Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat.
3-2-1 Contact: The Call Center in a Multichannel World by SearchCRM. April 18, 2014 - Learn how mobile apps are changing how agents interact with customers -- and how some companies are integrating mobile CRM with the contact center.
Chapter 3: SaaS on the Rise, but Does It Deliver? by SearchCRM. October 07, 2009 - The emergence of Software as a Service-based applications has enabled organizations to get new applications up and running quickly and cheaply, saving resources for mission-critical tasks.
CRM Analytics: Making the Most of Salesforce data to increase sales efficiency by SearchCRM. April 02, 2013 - View this white paper to unlock the power behind CRM analytics. It explains how you can develop a view of the customer by analyzing social media data. Find out how to make the most of tweets and Facebook postings by reading this resource now.
CRM Buyer’s Guide – 2011 Edition by SearchCRM. June 02, 2011 - Welcome to SearchCRM.com’s Buyer’s Guide. This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.
Customer Experience Exchange E-Zine Issue 2 by SearchCRM. January 31, 2012 - This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.
Customer Experience Exchange E-Zine: Issue 3 by SearchCRM. March 20, 2012 - In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.
Customer Experience Exchange E-Zine: Taking a swing at social CRM by SearchCRM. May 16, 2012 - This edition of the CEM e-zine examines the role social media can play in your company. Learn how Major League Baseball is capitalizing on this revolution to fill its stands even during the darkest of times of the season, why Pinterest is such a success and how Dell measures it's social media success by tracking 22,000 daily online comments.
Customer Experience Exchange, Issue 7 by SearchCRM. November 13, 2012 - This 3-article E-Zine offers analysis and advice for the CEM professional. In the featured article, Cameron Kittle reviews CEM technologies and shares the thoughts of industry observers who stress that a company should first know what it intends to do with its wired connection to customers. Continue on for this article and more.
E-Book: Successfully Leveraging Marketing Automation Technology: Building a Business Case by SearchCRM. August 31, 2010 - Marketers are being asked to identify, segment and target the most profitable customers and boost customer loyalty. Marketing automation software can help solve these challenges, but it too requires a financial investment. Read on and learn how to successfully leverage marketing automation technology and how to build a business case for it as well.
Forging a CEM Strategy by SearchCRM. August 28, 2013 - Shoppers are looking for more personalized, responsive, relevant experiences, and in order to provide that, your business needs an effective customer experience management (CEM) strategy. Learn how when you access this expert three-part e-guide and discover six top concepts that make up a successful CEM strategy.
Forging a CEM Strategy That Can Power Commerce by SearchCRM. April 22, 2014 - With a seemingly exhaustive number of methods to communicate -- not to mention an expected $280 billion in U.S. e-commerce sales in 2015 -- contact center technology today requires a new approach.
Harnessing Social Media to Boost the Bottom Line by SearchCRM. August 29, 2013 - Launching a social CRM strategy? It's a good idea, but be careful not to overdo it. Get the keys to effective social CRM.
How to Fine-Tune your Contact Center by SearchCRM. August 07, 2013 - With call center software, best business practices can be difficult to navigate. But the payoff is worth investigating. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management—including schedule and workforce management.
Migrating Data for a CRM Technology Upgrade by SearchCRM. July 15, 2013 - In this handbook, get tips to ensure CRM data migrations go smoothly, and explore how proper planning, data profiling, and data quality checks can help you achieve a cost efficient, effective CRM upgrade.
Mobile apps reach the busy customer by SearchCRM. March 19, 2013 - In this expert e-zine, discover two key areas of app development in today's mobile climate: delivering quality mobile customer service, and uniting front-end and back-end functionality. Also included is a case study of a mobile app that delivered user-oriented, ultra-simple service with outstanding results.
Rethink Customer Service for a Multichannel World by SearchCRM. February 27, 2014 - In order to really succeed at customer relationships, C-suite executives are -- finally -- warming up to multichannel communication.
Staying connected: Don't let faulty mobile applications lose customers by SearchCRM. May 20, 2013 - Mobile applications are quickly becoming the most common way customers interact with businesses, and can often make or break a customer's experience. In this expert e-book, explore what customers expect from mobile applications and discover the technologies and practices you'll need to create useful, engaging mobile apps.
The New CRM Metrics: Putting Them to Work by SearchCRM. January 25, 2013 - There is added pressure for contact center agents, with customers armed to the teeth with devices to connect with businesses- from tweets to texts to telephone calls. But with proper metrics to gauge their performance and lead to instructive training, some of that pressure can be alleviated.
To Pump up Data Volume, Connect Customer Channels by SearchCRM. December 10, 2013 - In this chapter of our e-book series Improving the Customer Experience Through Technology, CRM professionals explain what it takes to maintain a single view of a customer's history and contact information, how multichannel organizations keep all that data in order -- and how they keep it from falling into the wrong hands.
Using Social Media to Win Over Customers by SearchCRM. March 12, 2013 - While many businesses are eager to join their customers at the social media party, doing so without the proper internal processes in place could spell disaster. In this brief expert e-book, you can learn how to create a successful social CRM initiative (and valuable customer relations) through implementing the right processes and technologies.