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LEAD STORY

Loomis switches from Salesforce.com to Oracle On Demand

	The CIO of Loomis explains how his company is undergoing a transformation of how it serves its customers, including the deployment of Oracle technology. (NEWS)
	More on Evaluating SaaS and CRM on demand software

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CALL CENTER

Donna Fluss
Principal - DMG Consulting LLC
Topics: Call center software and call center management


Q:	Is it a good idea to deploy auto-answer/auto-response technology in the call center? How often does this technology... VIEW ANSWER

CUSTOMER LOYALTY

	Creating value for customers and shareholders: In this podcast, Martha Rogers discusses the link between customer trust, customer loyalty and shareholder value, and gives tips for creating value for customers and shareholders. (PODCAST)
	Measuring customer experience takes multiple metrics (ARTICLE)
	Customer loyalty case studies (LEARNING GUIDE)

CRM STRATEGY

	Podcast series: Career trends in CRM: SearchCRM.com welcomes Jeff Tanner and Bruce Culbert from myCRMCareer.com for a four-part podcast series featuring information about Web 2.0 and CRM technology, training and ... (WHAT'S NEW)
	CRM and BPM come together at Gartner summit (ARTICLE)
	Making real-time information a contact center reality (ARTICLE)

EVALUATING CRM SOFTWARE

	SearchCRM.com product directory library: These product directories are designed to assist organizations in evaluating and purchasing CRM software, call center software and sales force automation software. (PRODUCT DIRECTORY)
	Switching from Salesforce.com to Oracle (WHAT'S NEW)
	Oracle integrates Siebel and CRM On Demand (ARTICLE)

	SITE HIGHLIGHTS

Understanding the virtual call center trend: Quiz: This quiz will get you up to speed on the virtual call center trend and the call center technologies associated with it. CRM software suite product directory: This product directory contains basic information about CRM vendors and products in the CRM software market. 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... Call Center Manager Learning Guide: This guide helps call center managers better understand the most critical issues in today's call centers -- from strategy to technology.

	WHAT'S NEW

	MDM for the Enterprise Don't miss out on the opportunity to learn tactical & strategic action items for getting your MDM program in motion. Get tips and advice on how to get MDM buy-in from your management by attending this FREE 1-day seminar.
	Successful workforce optimization
	Virtual call center: Top 10 headlines
	Create customer value in a down economy

	EDITOR

Lauren Hoyt Nominate the 2008 CRM Products of the Year.

CRM Solutions
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MORE NEWS

Making real-time information a reality in the contact center
Real time marketing information can transform a contact center from a cost center to a profit center of organizations follow a few rules. (ARTICLE)

Oracle previews iPhone, social CRM applications
Continuing its push toward social CRM, Oracle this week showed off its new Web 2.0 applications built to sit alongside traditional CRM applications and new iPhone CRM applications. (ARTICLE)

CRM and BPM come together at Gartner summit
Customer-facing processes have a huge effect on the customer experience, and that's why CRM vendors are adopting BPM functionality and vice versa, according to Gartner. (ARTICLE)

CRM is not dead
In this video from the Gartner CRM Summit, Scott Nelson, an analyst with Gartner, explains CRM's past and its promise for the future. (ARTICLE)

Gartner: Evaluating Web analytics faces new challenges
Mobile phones and browsers with "privacy mode" are creating challenges for buyers evaluating Web analytics technology. Gartner offered advice and best practices at its CRM summit. (ARTICLE)

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