SEARCHCRM.COM
This Week
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A newsletter from TechTarget
May 29, 2007
IN THIS ISSUE:
> From the Editor: Are you moving to mobile?
> Ask the Experts: Customer loyalty challenges
> Learning Center: New and improved guide to customer self service
> More from SearchCRM.com: Defining adherence; expert podcast
FROM THE EDITOR
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Are you moving to mobile?
[by Lauren Hoyt]
lhoyt@techtarget.com
After years of false starts, mobile CRM may finally be ready to take
off. A survey from the Boston-based Aberdeen Group last fall found
that 47% of organizations were planning to expand their usage of
mobile CRM technology within the next six months.
http://go.techtarget.com/r/1497171/6276287
Additionally, vendors are pushing into the midmarket more than ever
before. Salesforce.com, Sage and Entellium, vendors that typically
focus on the small and midsized business (SMB) sector, have been
turning more attention to mobile applications, either by acquiring
mobile vendors or further developing their own applications.
http://go.techtarget.com/r/1497172/6276287
At the same time, another change is on the horizon for the mobile
market. Early CRM efforts around mobile were designed with the sales
force and field service in mind, but marketing departments at some
forward-thinking companies are now starting to take advantage of
mobile technology as well.
Next month, we're turning our attention to mobile applications. I'd
love to hear from you. Is your organization using mobile CRM? If not,
what's holding you back? If you already have mobile applications in
place, how are you using them -- for sales, service, or marketing?
What are the critical success factors to ensuring success with mobile
CRM? Write to lhoyt@techtarget.com and let me know what you think.
Either way, keep an eye on our home page this week for a special
report highlighting our most popular news articles on mobile CRM.
Until next time,
Lauren
lhoyt@techtarget.com
Associate Editor
ASK THE EXPERT
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Customer loyalty
Michael Lowenstein answers reader questions on all aspects of
customer loyalty and loyalty programs. Read his latest responses for
insight into employee loyalty and healthcare-specific loyalty
programs.
http://go.techtarget.com/r/1497173/6276287
Employee loyalty can help optimize the customer experience
http://go.techtarget.com/r/1497174/6276287
Are there loyalty programs designed for hospital patients?
http://go.techtarget.com/r/1497175/6276287
Ask Michael a question
http://go.techtarget.com/r/1497176/6276287
LEARNING CENTER
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Customer Self Service
Your customer self-service technology should enable users to help
themselves -- quickly and easily. But finding self-service success is
harder than it seems. This newly revised and updated guide to
customer self service will help you build a self-service strategy
that enables increased ROI and better use of your call center
resources.
http://go.techtarget.com/r/1497177/6276287
SITE HIGHLIGHTS
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Call center agent satisfaction: A manager's guide
Read this chapter excerpt from "A Manager's Guide to Improving
Workplace Performance" and find out what is necessary to sustain
optimal employee performance.
http://go.techtarget.com/r/1497178/6276287
2007 Speech Analytics Market Report
The "2007 Speech Analytics Market Report" is an in-depth analysis of
how you can differentiate yourself from your competitors with speech
analytics. SearchCRM.com has partnered with DMG Consulting LLC to
bring you this report at a special discounted price.
http://go.techtarget.com/r/1497179/6276287
MORE FROM SEARCHCRM.COM
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WORD OF THE WEEK: Adherence
As technology improves, more businesses may consider using remote
call center agents to staff their call centers. Our latest list of
buzzwords will help you get acquainted with the lingo associated with
remote agents. This week, find out how adherence plays a part when
using remote call center agents.
http://go.techtarget.com/r/1497180/6276287
ASK THE EXPERTS: Creating Customer Value
Don Peppers and Martha Rogers are well known for years of CRM market
analysis and consulting as well as their authorship of several books.
In this expert podcast, they answer reader questions on multichannel
marketing, company transparency and measuring customer equity
financially.
http://go.techtarget.com/r/1497181/6276287
If you'd rather read the answers, visit Peppers & Rogers's expert
pages:
Customer equity: long-term and short-term
http://go.techtarget.com/r/1497182/6276287
Building trust with customer strategy
http://go.techtarget.com/r/1497183/6276287
ALL-IN-ONE GUIDE: Marketing strategy
Become a better marketer with this All-in-One Guide, which covers
marketing automation software, regulatory compliance and creating a
marketing plan.
http://go.techtarget.com/r/1497184/6276287
TOP FIVE HEADLINES: CRM implementation
CRM implementation is the result of months, or sometimes years, of
decision making. Software as a Service (SaaS), on-demand and open
source options have broadened CRM software options, and a maturing
market makes for smoother implementations. We've collected the most
popular news stories related to CRM implementation to provide a quick
overview.
http://go.techtarget.com/r/1497185/6276287
QUIZ: Remote call center agent management
Using remote call center agents can offer staffing flexibility and
enable call centers to hire from a wider geographical range, but
remote call center agent management comes with its own set of
challenges and best practices. Take this quiz to find out how much
you know about managing remote agents.
http://go.techtarget.com/r/1497186/6276287
LEARNING GUIDE: Customer Loyalty
One of the most difficult things about running a business is keeping
your customers happy and loyal. Use this newly revamped learning
guide to jump-start a loyalty campaign at your organization or make
your current programs more effective.
http://go.techtarget.com/r/1497187/6276287
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CONTACT US:
Sales
For sales inquiries, please contact us at:
mailto:mbolduc@techtarget.com
Editorial
For feedback about any of our articles or to send us your article
ideas, please contact us at:
mailto:kglance@techtarget.com
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ABOUT THIS E-NEWSLETTER
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