SEARCHCRM.COM
This Week
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A newsletter from TechTarget
October 15, 2007
IN THIS ISSUE:
> From the Editor: Don't leave your business case on a shelf
> Ask the Experts: Using SAP CRM
> Learning Center: CRM integration
> More from SearchCRM.com: Learn about social networking and test
your Web 2.0 knowledge
FROM THE EDITOR
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Don't leave your business case on a shelf
[by Barney Beal]
bbeal@techtarget.com
Over the past six months we've brought you a number of resources
around building a business case in the different areas of CRM,
including:
CRM upgrades;
http://go.techtarget.com/r/2380653/6276287
Outsourcing call centers;
http://go.techtarget.com/r/2380654/6276287
Using remote call center agents;
http://go.techtarget.com/r/2380655/6276287
and Web self service.
http://go.techtarget.com/r/2380656/6276287
Hopefully they provided some insight and useful advice on how to get
CRM projects funded and backed.
But just getting the project budgeted and implemented shouldn't be
the last step for your business case. Research from Gartner Inc.
suggests that those who measure and quantify their CRM projects
against their original business cases are more successful with their
CRM projects, and those investments are more likely to demonstrate a
strong return.
At the Gartner CRM Summit I attended last month, analyst Michael
Smith outlined how to leverage a business case post-implementation.
Finding the right metrics are a key point, according to Smith.
Organizations shouldn't go overboard with them either -- five or six
will do. You just need to make sure you have a baseline understanding
of your current performance, how your CRM initiative will impact that
performance and what the ultimate impact is on revenue.
http://go.techtarget.com/r/2380657/6276287
What about you? Did you use a business case to get your CRM project
started? Did you follow up with it? Was it even worthwhile?
Write to bbeal@techtarget.com and let us know.
Barney
bbeal@techtarget.com
News Director
ASK THE EXPERT
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Tips on using SAP CRM
Expert Srini Katta offers advice on all aspects of using SAP CRM.
Read these latest tips and ask your own questions.
http://go.techtarget.com/r/2380658/6276287
Transferring data from ECC 6.0 to SAP CRM 5.0
http://go.techtarget.com/r/2380659/6276287
Using SAP XI to integrate SAP CRM with Oracle
http://go.techtarget.com/r/2380660/6276287
Ask Srini a question
http://go.techtarget.com/r/2380661/6276287
LEARNING CENTER
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CRM integration
This special report featuring the top headlines on CRM integration
will update you on the latest in integrating and managing customer
data with CRM. We've collaborated with our colleagues at
SearchDataManagement.com to offer a complete picture of CRM
integration with this special report.
http://go.techtarget.com/r/2380662/6276287
SITE HIGHLIGHTS
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Chapter download: Improving call center agent motivation and morale
Explore this chapter from "Managing and Motivating Contact Center
Employees" and learn effective ways you can motivate your contact
center employees for an increase in bottom-line results.
http://go.techtarget.com/r/2380663/6276287
PODCASTS & WEBCASTS
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Optimize Customer Interactions to Drive New Revenue
When: Available On Demand
http://go.techtarget.com/r/2380665/6276287
Speakers:
Greg Haislip
Director, Banking Industry Solutions, Microsoft
Mark Smith
Executive Vice President, Portrait Software
Sponsor:
Portrait Software, http://go.techtarget.com/r/2380667/6276287
View All Podcasts & Webcasts at:
http://go.techtarget.com/r/2380669/6276287
MORE FROM SEARCHCRM.COM
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WORD OF THE WEEK: Social bookmarking
Web 2.0 is the advanced technology of today's Internet, incorporating
more interactive and participatory applications and user-generated
content. Find out how social bookmarking fits in to Web 2.0's new
ways of sharing information.
http://go.techtarget.com/r/2380671/6276287
QUIZ: Web 2.0 and CRM
This quiz on Web 2.0 and CRM was designed to test your knowledge of
Web 2.0 technology and social networking and open your eyes to how
this technology can help advance CRM initiatives.
http://go.techtarget.com/r/2380674/6276287
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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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