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Newsletter Archive: 2004

Making Speech Recognition Work For Your Customers

Do you want to use speech recognition software to increase your call center automation rates and improve customer service without breaking the bank on custom development and tuning?

http://www.crmnewz.com/2004/1202.html

12.02.04

Reducing Costs for Customer Support

Are your service desk agents wasting valuable time searching for contact data, working with old, inaccurate records, and building unnecessary, duplicate databases?

http://www.crmnewz.com/2004/1118.html

11.18.04

Microsoft CRM Selection Advises

Microsoft CRM is recent (2001) CRM answer from Microsoft and attempt top get market share from traditional vendors: Siebel, Oracle, Onyx. Now it is targeted to the whole spectrum of horizontal and vertical market clientele. It is tightly integrated with other Microsoft Business Solutions products such as Microsoft Great Plains, Solomon, Navision (the last two in progress).

http://www.crmnewz.com/2004/1104.html

11.04.04

Finding Customer Information Faster

10.28.04

Microsoft CRM Implementation & Remote Support – Overview For V.P. IT

Microsoft CRM is now on the scene and it is increasing its market share, due to the Microsoft Business Solutions muscles and marketing strategy.

http://www.crmnewz.com/2004/1007.html

10.07.04

How Adding eServices Brings in Revenue

With the right service desk solution, your organization should see immediate improvements in all areas of service and support. A validation of selecting the right solution will be the positive response and reactions from your support agents and the internal or external customers they serve. It will allow agents to be more efficient, productive, and satisfied.

http://www.crmnewz.com/2004/0916.html

09.16.04

Automating Support Reduces Costs

08.26.04

Three Ways Data Can Promote User Buy-In

The single most important factor to the success of a CRM implementation is the data migration. To maximize the potential for success, there are three key elements that need close consideration throughout all aspects of the implementation: pre-import data cleansing, data enhancement, and data integration.

http://www.crmnewz.com/2004/0819.html

08.19.04

New Study Shows Web-Based Service Desks Do More for Less

A recent joint Kelly Services and Purdue University study concluded that 92% of U.S. consumers form an image of a company based on their experiences using its contact/support center. The same report found that 63% of consumers will stop using a company's products or services based on a negative contact/support center experience.

http://www.crmnewz.com/2004/0729.html

07.29.04

What Do CRM Users Need? Just Ask Them

CRM is all about customer communication. So it's not surprising that many CRM vendors formalize that interaction using customer advisory boards that have direct input into product development. These boards benefit the participants as well.

http://www.crmnewz.com/2004/0708.html

07.08.04

Business Intelligence Can Give CRM A Boost

Industry experts at a CRM conference in San Francisco made it clear that using basic business intelligence can help boost users' adoption of CRM and lead to a better payoff on investments.

http://www.crmnewz.com/2004/0624.html

06.24.04

Simplifying Your Customer Support

Delivering timely customer service is paramount to any organization. The challenge is finding the right customer service automation solution that offers rich eService functionality, minimizes incident handling costs, and supports and optimizes your existing business processes.

http://www.crmnewz.com/2004/0618.html

06.18.04

The Art Of War

Once served by only a handful of CRM vendors, midmarket companies are now spoiled for choice. Today midmarket enterprises are integral to the growth plans of virtually every CRM provider--from enterprise leaders with their rosters of Fortune 500 clients, to hosted service providers who in the past focused primarily on small businesses.

http://www.crmnewz.com/2004/0617.html

06.17.04

Microsoft fine-tunes CRM offering

Microsoft has detailed the new features of its customer relationship management (CRM) package, Microsoft Business Solutions CRM 1.2, due to be released in August.

http://www.crmnewz.com/2004/0603.html

06.03.04

Delivering Timely Customer Service

05.20.04

CRM ROI: Fact Or Fiction?

Getting analysts to agree on the potential returns of CRM is nearly impossible. Several reports published in 2003 claimed that the return on investment (ROI) from recent CRM implementations had been dismal, with eight out of 10 projects failing to deliver on ROI promises, and project failure rates typically running between 50% and 70%. Other reports were more optimistic, estimating that about 70% of companies said their CRM initiatives had exceeded original ROI expectations.

http://www.crmnewz.com/2004/0506.html

05.06.04

What Exactly is CRM Anyway?

For years we’ve been enamored with technology. Do you even remember how you worked without email? Or the internet? We’ve gotten so accustomed to using technology as part of our daily business practice, that we seem to focus on it as a solution rather than a business tool.

http://www.crmnewz.com/2004/0422.html

04.22.04

7 Bits Of Critical Information You Need To Know About Your Customers

If you think customer relationship management is just a piece of software, you're dead wrong. Customer relationship management is about understanding your customers. It's about really knowing them as individuals, knowing what they mean to your business, and most of all, knowing what you need to do to keep their business.

http://www.crmnewz.com/2004/0318.html

03.18.04

Five reasons to make your call center a contact center

It has now become critical to manage these channels collectively as customers bounce between phone, email and the web with greater fluidity than ever. They send you emails about problems that they've already discussed with you by phone. They visit your web site to double-check information they got from you on the phone. So your company has to be able to communicate across all channels in a common manner.

http://www.crmnewz.com/2004/0304.html

03.04.04

Streamlining Customer Support Projects

Learn how you can quickly deliver faster customer problem resolution and streamline your agent workflow, while reducing support costs for your help desk and customer support operations at the same time. Web-based support automation gives you powerful resources to turn your current support activity into a world-class, centrally managed operation that delivers stronger results than you’re getting right now.

http://www.crmnewz.com/2004/0302.html

03.02.04

Optimizing Customer Support

02.19.04

CRM: A Business Solution, Not A Technology

Before sitting down to write this article, I went onto the web and took a look ‘round: I haven’t written about CRM implementations in about 6 months, and I’d assumed that in this time period, purchasers of CRM would have figured out why the implementation process was costing them $5 for every $1 spent on the technology.

http://www.crmnewz.com/2004/0205.html

02.05.04

Reducing Incident Handling Costs

01.27.04

Who Is The Customer In CRM?

For many centuries, companies used to believe that their customers were those who purchased the product. Lately, it has become apparent that there are several types of customers. There are those who purchase our products, those who manufacture our products, those who sell our products, and those who manage everyone else. In other words, all people who touch us and our businesses are our customers.

http://www.crmnewz.com/2004/0122.html

01.22.04