Resources to Broaden Your CRM Knowledge

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    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 CRM in vertical industries. Learn about how CRM vendors are adapting their tools for specific industries.

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    Beginning a Salesforce.com CRM or SFA project

    One key success factor for any CRM or sales force automation (SFA) project is to design a comprehensive plan for the project ahead of time. This chapter explains the requirements, schedules, and costs that are involved in completing a Salesforce.com project successfully.

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    Creating a Salesforce.com CRM business case

    This chapter excerpt outlines steps for building a Salesforce.com CRM business case. Estimating costs is a big part of this process. Learn about the three main cost areas: procurement, implementation and ongoing user expenses and get tips for managing these expenses.

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    The Salesforce acquisition of ExactTarget: What to expect now

    Salesforce.com's $2.5 billion acquisition of cloud-based marketing software company ExactTarget is unlikely to lead to any major support or integration woes for customers of the two firms. But it's still unclear whether the internal cultures of the two cloud computing mainstays are a good fit for one another.

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    Forrester reviews a wave of CRM software products

    While the CRM software market has seen significant consolidation over the last several years, organizations making CRM buying decisions still have a wide array of options and other considerations, according to a recent report from Forrester Research.

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    CRM software upgrades: Building a business case

    Benjamin Franklin said, "In this world, nothing is certain but death and taxes." If he lived today, he would surely add software upgrades to the list. Upgrades are a mixed blessing, offering new features and functionality in return for significant work migrating existing data and customizations.

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    Open source CRM software: The pros and cons

    For the right company, open source can be smart, economical and powerful. For some reason, the idea of open source gets tangled up with taking a vow of poverty, making it a natural for nonprofits (after all, it’s free), but not appropriate for “real” businesses. Nothing could be further from the truth.

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    SAP CRM overview: Marketing campaign software

    A successful marketing campaign requires tools and resources that are flexible enough to meet your company's marketing needs. SAP CRM Marketing Resource Management (MRM) provides the tools to increase efficiency and visibility of your marketing resources.

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    Evaluating sales force automation (SFA) software vendors

    This section was designed to review sales force automation (SFA) software options. Learn how to start evaluating SFA, how to weigh the pros and cons of hosted SFA software and how to weigh SFA vendor options. Once you've reviewed SFA technology, move on to the next section of the Sales Force Automation Learning Guide to learn more about mobile CRM.

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    Workforce management applications: Cracking the productivity code

    Workforce management (WFM) applications are among the most important productivity tools in contact centers. More sophisticated WFM applications come with a variety of core, optional and value-added modules to help contact center leaders optimize agent-related expenses while delivering an outstanding customer experience.

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    Potential pitfalls of small business CRM software

    One day in 1999, Chester Hull decided enough was enough. Hull had suffered through annoyingly long wait times and equally irritating hold music when he was calling companies for support, to ask a question or to get important product information.

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