Additional metrics advice Articles

Solution Search:
analytics, bringing together metrics, reporting and planning.

The report listed Hyperion Solutions Corp., of Sunnyvale, Calif., and PeopleSoft Inc., of...

Apr 22, 2004


Contact centers hung up on quality metrics
(Source: SearchCRM.com, 07/12/04)
As the contact center evolves, so do the metrics that companies are using to determine...
Aug 16, 2004
Blue Cross Blue Shield shared their advice and best practices in implementing CRM. The three practitioners represent different sides of CRM. Cold Stone Creamery...
Mar 21, 2007
outsourcing, VoIP and call center metrics.

  Program Links:  Call Center Info Center: Get the latest news, expert advice and reports on how best to manage...

Jun 28, 2006
costs and agents' salaries.

These additional metrics, however, aren't a substitute for tracking service levels. Call centers still must understand their traffic so they can...

Jul 12, 2004
some of the session topics, plus some additional background reading:

Don't miss Don Peppers' keynote: Interconnectivity and the Future of CRM
Here are some additional...

Aug 3, 2003
business strategy. Select business metrics to support your CRM strategy. Establish a baseline for these selected metrics before the project begins, and if...
Oct 5, 2007
s a sample of his CRM implementation advice:

SearchCRM.com: How can CRM training pre- and post-implementation help ensure end user adoption? Are there any secrets or...

May 1, 2007
sociological and statistical metrics.

"We've been talking about customer relationships, but no one bothers to ask any of the customers," Barnes said...

Nov 26, 2003
interaction they just had, are clear metrics that provide a measure of how the customer service operation is performing. Other employees unfamiliar with call...
Feb 24, 2009
and expects to expand the service to additional sites in the fall.

Paramore, the band serving as the test case for the mobile site, provided a perfect opportunity because...

Jul 31, 2008
10 pages that outlines CRM goals and metrics for success. Bonadio advises companies to then assess their current CRM capabilities to determine whether they may...
Feb 19, 2004
Siebel product. Austin then offered advice to fellow Siebel users at a session on upgrading to 8.0. WDPR finished its upgrade to Siebel 8.0 in May.

"I think we were one of...

Nov 20, 2007
and can get lost in high-level metrics, it's important to understand how individuals or groups are responding to customer service, particularly in a down...
Dec 11, 2008
from Las Vegas, checking queues and metrics and accepting calls. Additionally, during peak times, calls can be directed to 14 remote agents working in both the...
Nov 22, 2005
but many customers still need some additional assurance, said Dan Starr, chief marketing officer for Boston-based Salesnet Inc., a NetSuite competitor. Salesnet has...
Apr 7, 2004
has kept an eye turned toward metrics.

"I'm one of those people who counts things because I can," said McMahon, who is attending Microsoft's Convergence...

Mar 14, 2007
questions the fascination with metrics in marketing.

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Jan 30, 2007
Analytics, establishing some basic metrics," said Poonam Patodia, the electronics marketing manager with the Nashville-based organization. "We need to establish...
Sep 9, 2008
limit marketing efforts, the advice from many industry analysts has been to take advantage of inbound customer calls by promoting up-sell and cross-sell...
Nov 6, 2003