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1-to-1 Glossary While this is principally a consulting site there are several resources that may be of interest including the link provided here to a nice glossary of terms.
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American Customer Satisfaction Index Offered by the National Quality Research Center at the University of Michigan this regularly updated report presents customer satisfaction scores for more than 200 companies in 43 industry.
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CallCenterOps The resources on this site include, among other things, a call center glossary, job postings, articles and listings of upcoming industry events.
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CIO's CRM Find numerous articles, metrics, basics and much more from this leading technology management magazine website.
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ContactCenterWorld.com An extensive site with many resources including articles, case studies, an Ask the Expert section, job information and much more. Unfortunately, while newer material is available to users at the limited access registration level (free), accessing material on the majority of the site requires a fee that can get expensive.
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CRM Daily While a little on the promotional side, this site continually offers good articles on numerous customer relationship topics from both a technical and managerial perspective.
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CRM Project Collaboration site between two consulting groups, this site contains many CRM articles but tends to be updated only about once a year. Also required reqistration (free) to access full-text material.
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Customer Lifetime Value Calculator Downloadable Excel spreadsheet that can be used as a basic guide for determining customer lifetime value applicable to many industries. In addition to use by marketing practitioners, instructors in marketing strategy or customer relationship management may also find value in using this with students.
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CustomerThink Information site with many articles and company provided white papers, including CRM case studies. However, must be a member (free) to access the good stuff.
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destinationCRM This site operated by the publishers of CRM Magazine offers a number of CRM resources including white papers, archived articles from past issues and a library featuring reports from other sources.
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eCRMGuide Collection site for CRM articles that are primarily drawn from online media sources.
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Intelligent Enterprise Industry news site that includes a searchable library of CRM white papers and articles.
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International Customer Management Institute Site has many features include access to article archives from CallCenter Magazine and knowledge base.
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IT Toolbox CRM Portal broken into a number of categories related to CRM and containing articles, links to vendor white papers and discussion groups.
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Lifetime Value of a Customer Calculator Another online calculator that offers one method for assessing customer lifetime value via input of sales and customer data.
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searchCRM Portal with many features including extensive categorized links library with numerous articles including many related to the basics of CRM, career information, ask experts and much more. Good all purpose site.
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Self Service and Kiosk Association Trade organization site with news, articles, company listings and other helpful resources.
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Self Service World This trade magazine site focuses on kiosks and contains good articles, industry directories, kiosk research, industry awards and more.
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TechRepublic - Customer Management A large selection of vendor supplied white papers, case studies and other materials that cover numerous technical and business considerations for CRM. Accessing some materials requires registration (free) and the search feature is somewhat limited.
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Telemarketing - FTC The US Federal Trade Commission offers several how-to articles for businesses and consumers including rules for selling via telemarketing.
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