is a term applied to processes implemented by a company to handle their contact with their customers. CRM software is used to support these processes, storing information on customers and prospective customers. Information in the system can be accessed and entered by employees in different departments,
such as sales, marketing, customer service, training, professional development, performance management, human resource development, and compensation. Details on any customer contacts can also be stored in the system. The rationale behind this approach is to improve services provided directly to customers and to use the information in the system for targeted marketing and sales purposes.

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Call center

The call center management and customer service topic section provides CRM and call center leaders with the latest information on managing agents, hosted call centers, online customer service, outsourcing, making software buying decisions, speech technology and VoIP call centers.
CRM management
The CRM management topics section provides resources for CRM leaders and practitioners and includes the latest information on how to create a strategy for evaluating, implementing and measuring ROI on a CRM project.
Implementation, Industry news, ROI, Software upgrades, Strategies
Sales

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SearchCRM.com All-in-One Guides are valuable research tools for CRM and call center decision-makers. These guides will meet all of your research needs -- we'll guide you through the learning and evaluation stage of a CRM project
CRM upgrades
Navigating a CRM upgrade can be intimidating. Learn best practices for CRM upgrades in this All-in-One Guide, including how to decide if you should upgrade your CRM system and how to build a business case for a CRM upgrade.
Marketing strategy
This All-in-One Guide is designed to make you a better marketer regardless of where you are in the learning process. If you're just getting started, we suggest you begin with our marketing learning center.

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