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SEARCHCRM.COM This Week - November 19, 2007
A newsletter from TechTarget
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IN THIS ISSUE:
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> From the Editor: Smart CRM today, ROI tomorrow
> Ask the Experts: Customer equity: Long-term and short-term
> Learning Center: Call Center Manager Learning Guide
> Site Highlights: Improve call center agent motivation and morale
> More from SearchCRM.com: Learn about e-support and optimizing CRM
performance
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FROM THE EDITOR
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Smart CRM today, ROI tomorrow
by Lauren Hoyt - lhoyt@techtarget.com
A smart CRM strategy can be the difference between a struggling
company and a prosperous one. When it comes to making the most of
your investments, SearchCRM.com is here to help take some sting out
of the research.
Everyone has questions about their investments. Are there scenarios
where the price tag of upgrading CRM exceeds the benefits? How do you
quantify the less obvious soft benefits?
That's where experts like Tom Pisello come into the picture. Tom has
spent more than a decade working with Fortune 500 CIOs and he
specializes in extending ROI analysis to include real business
factors, including established financial metrics, risk and crucial
intangible benefits.
http://go.techtarget.com/r/2609432/6276287
Tom, a former managing vice president for Gartner, founded Alinean
Consulting in 2001, with the goal of giving CIOs the tools and
methodologies to accurately evaluate, present and measure new IT
investments.
In Tom's Ask the Expert section on SearchCRM.com, you can read
previously answered user questions or pose a personalized question of
your own.
http://go.techtarget.com/r/2609433/6276287
Browse a sampling of Tom's latest advice:
* Measuring ROI for a CRM upgrade
http://go.techtarget.com/r/2609434/6276287
* What's the difference between NPV and IRR?
http://go.techtarget.com/r/2609435/6276287
* Calculating risks and measuring return on CRM: IRR and NPV
http://go.techtarget.com/r/2609436/6276287
Or, explore the CRM ROI topic section for even more news and insight.
http://go.techtarget.com/r/2609437/6276287
Until next time,
Lauren
lhoyt@techtarget.com
Site Editor
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ASK THE EXPERT
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Customer equity: Long-term and short-term
http://go.techtarget.com/r/2609438/6276287
Customers are your scarcest resource, but do you really understand
what they're worth to your company in the short-term and in the
long-term? In this section, renowned customer strategy experts Don
Peppers and Martha Rogers will answer your toughest questions on
customer equity.
* Optimizing the role of an outsourced call center
http://go.techtarget.com/r/2609439/6276287
* Can client monitoring help build customer equity?
http://go.techtarget.com/r/2609440/6276287
Ask Don and Martha a question
http://go.techtarget.com/r/2609441/6276287
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LEARNING CENTER
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Call Center Manager Learning Guide
http://go.techtarget.com/r/2609442/6276287
Today's call center managers have more to learn than ever before.
Navigate through the sections of this guide to find exactly what you
need, whether it's strategic advice, metrics information, performance
management help or outsourcing calculations.
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SITE HIGHLIGHTS
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Improve call center agent motivation and morale
http://go.techtarget.com/r/2609443/6276287
When morale is high the team invests its time and energy in finding
solutions rather than creating problems. They take pride in what they
do and as a result go the extra mile for the team or customer. Find
out how to lift morale in your call center.
Try out EnterpriseWizard
http://go.techtarget.com/r/2609444/6276287
Visit 2020software.com to learn about EnterpriseWizard, CRM software
that automates your sales strategies and identifies high value
opportunities.
Share your opinions and win $50
http://go.techtarget.com/r/2609445/6276287
In order to better serve you, the editors of SearchCRM.com would like
to learn more about your top priorities and challenges for 2008. Take
this five minute survey and you could win one of four $50 American
Express Gift Cards.
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MORE FROM SEARCHCRM.COM
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WORD OF THE WEEK: E-support
http://go.techtarget.com/r/2609446/6276287
More and more frequently, businesses are implementing self-service
applications to improve their customer service and reduce costs.
Browse our collection of buzzwords and brush up on key self-service
definitions and terms. This week, learn about e-support and its
effect on customer service.
CHAPTER DOWNLOAD: Tips to optimize CRM performance
http://go.techtarget.com/r/2609447/6276287
This chapter on performance-driven CRM includes tips on measuring ROI
and establishing a vision to ensure success after an implementation.
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CONTACT US:
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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
::::::::::::::::::::: ABOUT THIS E NEWSLETTER ::::::::::::::::::::::
This e-newsletter is published by SearchCRM.com, a targeted Web site
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