Customer Relationship Management (CRM) Page 1

This section of our technical library presents information and documentation relating to CRM Solutions and Customer relationship management software and products. Providing customer service is vital to maintaining successful business relationships. Accurate and timely information provided in a professional manner is the key to any business and service operation. Telemation, our CRM software application, was built on this foundation. But the flexibility to change is just as important in this dynamic business environment. Telemation call center software was designed with this concept from the very beginning. That is why so many call center managers, with unique and changing requirements, have chosen and continue to use Telemation CRM software as their solution. Our Telemation CRM solution is ideally suited for call center service bureaus. When you need to quickly implement a new program or change existing campaigns, Telemation is the CRM software solution of choice.

CRM Categories

What Is CRM CRM Customer Service CRM Technology and Products CRM Industry Trends Marketing and Sales Tips CRM And The Internet

Designing CRM Solutions CRM Business Case CRM Best Practices CRM Applications Choosing CRM Software CRM In The Call Center





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What Is CRM

• What Is CRM?
• What Is a Customer Relationship Management (CRM) System?
• CRM Software Features
• What is not CRM?
• CRM Customer Relationship Management Resources
• The Disciplines of CRM
• Speaking CRM
• CRM Is Not Bad, It's Just Drawn That Way
• CRM: A small revolution?
• Defining CRM: Finding the Distinctions in an Overused Buzzword

CRM Business Case

• Nine steps to make the CRM case
• Do You Need CRM?
• How Can You Guarantee ROI on CRM?
• How to get better ROI out of your existing CRM
• CRM Best Practices: TCO and ROI
• Maximizing CRM ROI
• CRM: Delivering the business case
• CRM Provides Significant Competitive Advantages
• Online Competitive Advantage Is All About Your CRM Systems!
• Social Networking Makes CRM Business Case
• Making the CRM Value Case for Change
• Customer Relationship Management Can Work for You, But Does It?
• How to get better ROI out of your existing CRM
• ROI: Gateway To Implementation or Road Map to Success?
• ROI and Training: A Leadership Issue
• ROI and Customer Performance Metrics
• CRM ROI: Creating a Business Case

CRM Industry Trends

• The Future of CRM Technology
• Global CRM sales to hit $11bn by 2008
• Companies Are Moving Toward CRM As A Service
• The CRM Journey
• CRM Retail Market Explodes
• CRM Is the Next Critical Link in Building the Supply Chain
• Will Vendors ever be able to understand user requirements?
• CRM With No Money Down
• Justifying a Knowledge-Enabled CRM Initiative
• CRM Statistics: Who's the Real Market Leader?
• CRM naysayers have it all wrong
• CRM: Establishing CRM ROI
• Back To The Future: A Retrospective and Forward Look at CRM
• Open Source CRM

CRM Customer Applications

• Banks Embrace CRM Technology
• CRM Applications Serve Employees, Customers, and Partners
• The Holmes Group Turns To CRM for the Human Touch
• CRM Success Stories Are Abundant
• Banking Innovations - Does CRM Qualify?
• CRM Applications—Know Thy Place
• CRM Retail Market Explodes
• CRM Is the Next Critical Link in Building the Supply Chain
• CRM in Action - Alaska Airlines and Hilton Reservations Worldwide
• Health Industry and CRM

CRM And The Internet

• CRM Meets Web Analytics
• Goodbye CRM, Hello eBRM
• Web-Based Systems Help CRM Penetrate Mid-Market
• Hidden Costs of Online CRM
• Hidden Costs of Online CRM - Part 2

Marketing And Sales Tips

• Does CRM = Sales Effectiveness or Sales Ineffectiveness?
• The Sales Effectiveness Ecosystem: How to Increase Sales Productivity
• What’s the Real Secret to Sales Effectiveness? Customer Commitment
• Improving Selling
• Neuromarketing: Unlocking the Decision-Making Process
• Where is marketing heading?
• The Changing Face of Selling
• Putting Sales on the Call Center Agenda

Designing CRM Solutions

• Software and Systems: The Disciplines of CRM
• Measurement Mantra: Measure Now and Measure Often
• Solving The Puzzle Of CRM Solutions
• Benefits of an ‘On-Demand’ CRM solution
• How to make CRM work
• The Importance of Organization Structure and Processes in Effective Sales Strategy
• A No-nonsense Approach to Organizational Alignment
• Digging Deep And Staying Focused With Enterprise CRM
• CRM Implementations: What Have We Learned?
• Best Practices for CRM Implementations
• Contact Center Simulation – Taking the Guesswork Out of Contact Center System Design
• Mass Production of Customer Relationships Increases Efficiency

Choosing CRM Software

• How to Choose CRM Software
• A Guide to Evaluating CRM Software

CRM Customer Service

• CRM Strategies for Managing Service Operations
• Building a customer relationship management strategy
• Customer Relationship Management
• Leveraging Customer Feedback to Build Loyalty
• Know Your Customer
• Creating an All-Star Contact Center Team: Your Customers are the Coach
• Is Your Customer Part of Your Benchmark Process?
• Should You Take Care of Your Customers?
• CRM: Customer Care Goes End-To-End
• The Customer Experience Management Concept
• Differentiated Customer Retention
• Customers Expect Much of Call Centers
• CRM and Customer Response Management

CRM Best Practices

• Getting (Re)Started with Relationship Marketing
• Beyond the Basics: The Value of Integrated CRM
• Customer Relationship Management: Practical Tips for Successful Implementation
• CRM Best Practices
• CRM Best Practices: The Long-Sought Definition of 'CRM' Revealed
• CRM Best Practices: ABCs of Creating a CRM Strategy
• CRM Best Practices: Creating a CRM Action Plan
• CRM Best Practices: Winning Executive Buy-In
• CRM Best Practices: Building CRM Teams and Teamwork
• CRM Best Practices: Conducting a Needs Assessment
• CRM Best Practices: Creating a Budget
• CRM Best Practices: Goal Setting, Project Planning
• CRM Best Practices: Working With Consultants
• CRM Best Practices: Creating a Shortlist
• CRM Best Practices: Selecting an Application
• CRM Best Practices: Application Customization
• CRM Best Practices: Getting the Best Deal
• CRM Best Practices: Planning the Rollout
• CRM Best Practices: Working with Customer Data
• CRM Best Practices: Monitoring Project Progress
• CRM Best Practice? Earning Loyalty One Customer at a Time
• Smart Practices for CRM Processes
• Making CRM Work in Uncertain Times
• Will CRM Put You Out of Business?
• 5 Ways to Refocus Your CRM Efforts
• Best Practices for CRM Implementations
• Best Practices and Customer Relationship Management (CRM)
• CRM, Success, and Best Practices
• CRM, Success, and Best Practices (Part II)
• Customer Relationship Management Strategies
• Finding Call Center Opportunities

CRM Technology And Products

• Call Centers + CTI = CRM
• Reinventing CRM Through Technology
• CRM and Information Technology
• The Role Of Logging And Monitoring In Customer Relationship Management
• Contact Center Simulation – Taking the Guesswork Out of Contact Center System Design

CRM In The Call Center

• CRM in the call center and contact center
• Call Centers + CTI = CRM

Remote Agents and Customer Relationship Management Software

CRM Telephony and Web Integration

CRM Features and Benefits