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LEAD STORY

Salesforce.com adds knowledge management to CRM suite

	Salesforce.com's largest acquisition to date will bolster its service suite, adding knowledge management to its Customer Portal and Service and Support applications. (ARTICLE)
	More on Online customer service

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CALL CENTER

Lori Bocklund
President, Strategic Contact, Inc.
Topics: Call center software and metrics


Q:	We would like to designate a "call center agent of the month," but we are not sure how we should come to this conclusion... VIEW ANSWER

CUSTOMER LOYALTY

	Customer loyalty case studies: Use this section of the customer loyalty guide for tips from real-world customer loyalty programs. (LEARNING GUIDE)
	Voices of CRM: Jeanne Bliss on chief customer officers (NEWS)
	Best customer retention strategies (RESOURCE CENTER)

CRM STRATEGY

	CRM application integration using Web services: More and more organizations are turning to Web services to help ease application integration pains. In fact, when it comes to integrating new and legacy CRM applications, Web ... (TIP)
	Going green with at-home call center agents (ARTICLE)
	Voices of CRM: Esteban Kolsky on email customer service (NEWS)

EVALUATING CRM SOFTWARE

	SAP CRM customers taking new application off the shelf: SAP is leading the market in CRM sales, according to recent reports, but a revamped user interface is giving some customers reason to actually deploy the application as well. (ARTICLE)
	PeopleSoft, E-Business Suite drop from SFA rankings (ARTICLE)
	Firms avoid SaaS pricing surprises with SLAs (ARTICLE)

	SITE HIGHLIGHTS

CRM jobs and careers: Special report: In this CRM jobs and careers special report, you'll find popular news articles, expert advice and other resources to help with a job search or ca... Call Center Metrics School: Measuring and understanding metrics can be a pain point for call center managers. With that in mind, SearchCRM.com teamed up with Strategic Contact to brin... Vertical industry CRM: Special report: In this vertical industry CRM special report, we've compiled popular news articles and case studies on implementing, managing and maintaining CR... Customer service and call center quiz: This quiz will test your general knowledge about customers and call centers. What are marketing metrics?: Find out more on marketing metrics with this collection of the top 10 buzzwords related to marketing metrics and sales.

	WHAT'S NEW

	CRM Integration Series CRM integration is a major challenge for organizations of all sizes. In this new series, SearchCRM.com explores best practices for integration between CRM and other systems. Find how to prepare your organization today!
	Podcast: Customer Equity Management Tips
	Chapter Download: CRM Optimization Tips
	Call Center Best Practices Case Studies

	EDITOR

Lauren Hoyt Visit the Call Center Metrics School.

CRM Solutions
CRM Resources

MORE NEWS

Salesforce.com acquires InStranet, adds knowledge management to CRM suite
Salesforce.com's largest acquisition to date will bolster its service suite, adding knowledge management to its Customer Portal and Service and Support applications. (ARTICLE)

CRM on the iPhone takes a step forward with 3G, still lags RIM
Oracle has seen some early interest in iPhone applications, and others have plans for CRM on the iPhone, but deploying it in the enterprise requires some careful thought. (ARTICLE)

SAP CRM customers taking new application off the shelf
SAP is leading the market in CRM sales, according to recent reports, but a revamped user interface is giving some customers reason to actually deploy the application as well. (ARTICLE)

PeopleSoft, E-Business Suite drop from SFA software rankings
PeopleSoft and Oracle CRM no longer qualify for Gartner's SFA Magic Quadrant, and another major vendor is gaining ground. (ARTICLE)

Going green with at-home call center agents
Call center infrastructure vendors are boasting of the environmental benefits of at-home agents, but the price of gas is proving a more compelling argument. (ARTICLE)

MORE NEWS

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