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• A guide to call center metrics

• The equilibrium of contact center workforce management

• Blue Shield agent maximizes call center efficiency, customer experience

• Case Study: Can field service management ring a telecom's bell?

• Metrics for success: Building efficiency through contact center metrics

• CIO whips Bally Total Fitness into shape with new CRM techniques

• Social media channels and contact centers can play together

• New call center certification targets social media

• Health care reform catalyst for customer service improvements

• Cut through copious contact center data with contact center KPIs

• Claims of customer focus mostly talk, report finds

• Yahoo, Amex talk up different customer service approaches

• Oracle-InQuira deal raises concerns about the future of KM

• Companies need to nail down chief customer officer role

• Call centers move from cost to profit: Evolution (almost) complete

• Front-office technologies in CRM: the new rule of three

• 2011 CRM software market spending, adoption on rise

• The analyst’s changing role

• Best practices for a CRM integration strategy

• Are engineers the next wave of CRM users?

• straw man

• CRM sustainability in a post-recession economy

• Customer service strategy more important in emerging markets

• Oracle's CRM roadmap includes running Siebel in Outlook, social CRM

• How can we determine the cost of keeping a customer?

• How to use Office Communicator for instant messaging in Microsoft CRM

• Three options for creating Microsoft CRM surveys

• Gartner offers five low-cost CRM strategies

• How to develop a new customer strategy

• How can we deliver a consistent customer experience across the company?

• Building a customer strategy with Martha Rogers

• Building the trust of customers with Don Peppers

• Top 10 CRM implementation pitfalls

• Measuring the effectiveness of CRM

• Creating positive customer retention strategies

• Customer development and termination strategies

• Customer development and termination strategies

• Customer retention vs. value retention

• Understanding customer commitment

• Company-wide customer experience mapping

• CRM and BPM come together at Gartner summit

• Gartner: Measuring the customer experience takes more than one metric

• The chief customer officer and the customer experience

• Chief customer officers need patience, energy

• Identifying customer needs to create customer value

• Understanding customer behavior with Don Peppers

• Gartner suggests seven ways to improve the customer experience

• Customer value in the long-term with Don Peppers

• Is CMO turnover related to a lack of interest in long-term customer value?

• Employees the CIA of customer service

• Measuring customer worth and lifetime value with Martha Rogers

• The CRM market in 2007: Top experts share their views, part 2

• The CRM market in 2007: Top experts share their views, part 1

• CRM expert advice -- top 10 Q&As of 2007

• How to write a customer satisfaction survey: What questions to ask

• Transferring data from ECC 6.0 to SAP CRM 5.0

• Using SAP XI to integrate SAP CRM with Oracle

• Basic best practices for a CRM upgrade

• Web 2.0 and CRM quiz

• eToys plays nice with customer panel