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LEAD STORY

Oracle integrates Siebel and CRM On Demand

	More than five years after Siebel first created Siebel OnDemand, Oracle is now offering a pre-built, packaged integration between on-demand and on-premise systems. (ARTICLE)
	More on SaaS and CRM on demand vendors

NEW ON SearchCRM.com

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

Workforce optimization All-in-One Guide: This is your best resource for evaluating, implementing and managing workforce optimization (WFO) software. Navigate through the sections of t... CRM integration series: Are you struggling with CRM integration? We've created this multi-part series on CRM integration to help you learn how to easily integrate CRM with other syste... Five best practices for working with CRM consultants: We've outlined five best practices to help you form successful relationships with your CRM consultants and system integration par... Microsoft CRM fundamentals: This chapter includes step-by-step instructions for working with Actions, Activities and Notes in Microsoft CRM 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...

	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

Oracle integrates Siebel and CRM On Demand
More than five years after Siebel first created Siebel OnDemand, Oracle is now offering a pre-built, packaged integration between on-demand and on-premise systems. (ARTICLE)

Customer privacy a serious challenge for marketers
The world's first chief privacy officer discusses leveraging the competitive advantage of privacy and previews what's coming next in email marketing. (ARTICLE)

Understanding workforce optimization (WFO) in the call center
Workforce optimization (WFO) is an emerging technology in the call center that combines recording, quality management (QM) and other call center technologies to optimize call cente... (COLUMN)

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)

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