CRM University

Type: Whitepaper
Author: CustomerThink Corporation, RightNow Technologies, Bob Thompson
Length: 16 pages
Cost: Free. Registration required.

::: Successful CRM – Turning customer loyalty into profitability :::

This whitepaper touches upon the fundamental drivers of CRM success; these are strategy, metrics, and the organization. CRM is put forward as the differentiator that determines customer perception of a company vis-à-vis its competitors. CRM can work for you to generate ROI by helping you understand what the customer wants and then delivering it. The way to get CRM to get to work for you is to shake off organization inertia and take interest in customers. Once this happens, customers can get loyal and place the company on the path to becoming a loyalty leader.

How to make customer loyalty feed your bottomline >>>

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Type: Whitepaper
Author: Peppers & Rogers Group
Length: 10 pages
Cost: Free. Registration required.

::: Stop random acts of CRM – Delivering a seamless customer experience :::

The premise of this whitepaper is the inability of companies to execute their CRM as an integrated whole where marketing, sales, and service work seamlessly. Instead what we get to see is CRM initiatives being undertaken in isolation and many such silos of CRM activities co-exist performing random acts of CRM; however such acts cannot consistently pull in the same direction at the same time. This results in the frittering away of a company’s energy. In delivering a seamless customer experience the focus is on communicating with the customer through his preferred channel.

Find out how to eliminate random acts of CRM

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Type: Research Report
Name: The CRM Report
Author: eMarketer
Length: 115 pages
Date: April 2001
Cost: $795.00

::: The CRM report – An overview of the CRM applications space :::

CRM has come to play an important role in presenting the best face of a company to its customers; especially in e-business scenarios where face-to-face interaction does not take place. The eMarketer’s CRM report is meant for businesses that are looking to formulate and prioritize their own CRM strategies. 

The report provides relevant information and statistics taken from leading research firms so that you get a statistical overview regarding the players and their offerings in the CRM applications space. So, if you are looking to transfer your business from being product and transaction centric to being customer-centric, then this report is for you.

Get eMarketer’s CRM Report >>>

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Type: Research Report
Name: Microsoft Converges BI with CRM
Author: Current Analysis Inc.
Length: 05 pages
Date: February 2007
Cost: $249.00

::: Microsoft Converges BI with CRM – A Competitive Intelligence Report :::

The BI/CPM market is growing as business at both the enterprise and SMB level is becoming increasingly information driven. Microsoft has taken cognizance of the fact and has released a toolkit for integrating its Dynamics CRM application with its range of BI/CPM products. The company hopes to achieve greater penetration in the BI/CPM market through the release of this toolkit.

The move enables tighter integration between Microsoft products; it allows the company to offer a more rounded package to its clients and also positions the company such that it can mount a challenge to SAP and Oracle. 

Get the Current Analysis Research Report >>>

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Location: London, GB
Date: March  26-28, 2007
Cost: Team Registration  Discount: Register as a team of 3 or more and get 1 free pass
Standard Price: Euro 2695 + VAT

::: Gartner Business Process Management Summit :::

The summit will focus on the best practices in Business Process Management. Chalk out your BPM strategy, learn about:

• The top BPM drivers: Business Agility, Innovation, Process Quality, Productivity, Compliance
• Defining a BPM strategy, evaluating the impact and making the business case
• The new BPM methodologies & metrics to continuously optimize processes
• Alignment: creating a true business and IT partnership around processes
• Key BPM technologies: process monitoring, business modeling, business rules, process sequencing, business process platforms?
• BPM as a process itself: applying approaches ranging from ISO 9000, ITIL and BPR to Six Sigma, TQM and lean management
• Optimizing existing processes and workflow management
• BPM and Service-Oriented Architecture: the dynamic duo
• Change Management: the hidden BPM success factor
• Process-centric competition: the rewards of the process-centric organization
• BPM in Europe: benchmarking against the rest of the world
• The BPM Roadmap: future trends and converging technologies
• BI and Business Activity Monitoring: the implications for BPM

 Check out Gartner’s Business Process Management Summit >>>

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Location: London, GB
Date: March  07-08, 2007
Cost:
Team Registration  Discount: Register as a team of 3 or more and get 1 free pass
Standard Price: Euro 2195 + VAT

::: Gartner Customer Relationship Management Summit :::

Gartner helps you make the shift to becoming a customer-focused organization.

Reinvigorate and refocus your CRM strategy at the summit that will focus on:

• Gartner’s eight building blocks of CRM
• Customer analytics
• Contact center optimization
• Improving the customer experience
• Best practice data quality
• How to select CRM applications
• CRM architectures and technologies
• Marketing that powers the customer-centric enterprise
• Campaign management
• Customer service strategies and technology
• Using technology to increase sales
• The CRM vendor landscape

 Check out Gartner’s Customer Relationship Management Summit >>>

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Type: Whitepaper
Author: Strativity Group, Sponsored by RightNow Technologies
Length: 11 pages
Cost: Free. Registration required.

::: Making Customer Experience a Reality – Five Steps from Vision to Execution :::

This whitepaper distills the five steps, from vision to execution, to better align your organization with your customers.

Customer experiences are true indicators of corporate health and brand strength; driving revenue growth, preventing customer attrition and increasing market share. They are the competitive differentiators and can help fuel an organization’s success. Yet, for all the evidence supporting customer centricity, companies remain largely product-centric with transaction rather than customer relationship-based business models.

From customer interactions to empowering employees with the resources they need to deliver great experiences, the state of customer strategy execution remains poor.

Why does this happen? Read the rest >>>

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Type: Whitepaper
Author: Datamonitor, Sponsored by Avaya, Cisco et al.
Length: 20 pages
Cost: Free. Registration required.

::: An introductory guide to speech recognition solutions

It was not long ago that speech recognition was considered fit only for the realms of science fiction; yet today it is a commercially viable value-enhancing technology solution for customer care services.

Each day, around the globe, more than 7 million calls are handled by speech-based self service. By 2009, the amount being spent on speech recognition services will cross the $ 2 billion mark. Speech recognition solutions vary in function and it can be daunting for a business that wants to avail this technology as there are a host of vendors offering a slew of services.

Want to learn about speech recognition and find out what’s best for you? Read the rest >>>

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Type: Whitepaper
Author: Ken Landoline, Yankee Group
Length: 8 pages
Cost: Free. Registration required.

::: The perfect customer interaction experience – how do you achieve it? :::

Contact centers operate with multiple channels of communication with their customers; these include voice, web, chat, fax, and email. Customer sales, support and service assistance staff need to be there for the customers. Contact centers are constantly upgrading their communication practices and the availability of IP telephony has certainly helped.

Yet, contact centers struggle to provide a seamless network of updated customer information to their employees. The reason for this is that most contact centers were developed in a sequential manner where capabilities were added when the need arose and the budget permitted. This scenario did not lend itself very well to strategic and tactical information being made available instantaneously.

How does the intelligent contact center offer the perfect customer experience? Read the rest >>>

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Type: Whitepaper
Author: Sheryl Kingstone, The Yankee Group
Length: 8 pages
Cost: Free. Registration required.

Customer Relationship Success – It demands insight

This whitepaper touches upon the importance of actionable data – one that offers managers true insight about aspects in the value chain that they can better so that customer relationships improve.

An incredible 85% of businesses opt for CRM hoping to better understand their customers and thereby increase revenue. Yet, even when CRM is deployed, often find companies find that the data they most desire are buried in some deep silo where it is almost inaccessible to employees who most need it.

A customer-centric CRM that fosters marketing effectiveness requires a symbiosis of man and machine that happens only when certain business practices are in place.

What does it take to succeed at customer relationship management? Read the rest >>>

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