Diagnostic technologique

- Call Center Acceptance Testing Service
Empirix, 2 pages
- Confessions of a Help Desk Informant
Previo, 11 pages
- Managing CRM and DATA Integration
Mitretek, 17 pages
- Québecclic-Guide du commerce électronique
Gouvernement du Québec, 76 pages
- Ten Pitfalls to Avoid in Choosing CRM
Chris Lawrence, Davox, 4 pages
- The Internet in Middle Market Companies
Lynn Daniel, The Daniel Group Ltd., 10 pages
- The Successful Enterprise Customer Management System
eLoyalty, 8 pages

Analyse des besoins

- Automating the sales Cycle
Selltis, 6 pages
- CRM - Remembering WHY
Chorleywood Consulting, 7 pages
- CTI Costly but Worth It
John Reynolds and Anthony Kascak, 9 pages
- Customer Centric Contact Model
American Productivity and Quality Center, 13 pages
- Demand Chain Network
Pivotal, 16 pages
- Dynamic Email Management
OTG Software, 15 pages
- eService
Metrix, 8 pages
- eSupport The Measure of Success
John Warne, Meta Group, 4 pages
- Four Steps to e-Success
Raymond C. Pettit, SRB Interactive, 6 pages
- Guide d'implantation d'une stratégie interactive
Concept Marketing Interactif, 29 pages
- Guide for Datawarehousing
IBM, 24 pages
- Integrating the Call-Center with the Customer Information
Michael Meltzer, 12 pages
- Investing in the Help Desk
Support Technology, 6 pages
- Measuring the Impact of e-Service Success
Serviceware, 6 pages
- Securing your Web Site for Business
Verisign, 32 pages
- Support Trends
STI Knowledge, 5 pages
- Taking your Sales Channels to the WEB
Comergent, 14 pages
- Ten Biggest Call Center Mistakes
Aspect, 10 pages
- The Future Call Center
Hector D. Trestini, Pinkerton Scientific, 7 pages
- The Trouble with BackOffice and FrontOffice Integration
Dick Lee, High-Yield Marketing, 6 pages
- WAP White Paper
WAP Forum, 19 pages
- WEB Marketing Basics
ralph F. Wilson, 38 pages
- World-Class Customer Service
ServiceWare, 8 pages
- Workflow for WEB Base Service
Plexus, 27 pages

Alternatives technologiques

- ASP Ressource Guide
Interpath, 20 pages
- Business Intelligence
SPEX, 11 pages
- Campaign Management Software
Quaero, 6 pages
- Co-Sourcing
ICT Group, 8 pages
- Customer Service
SPEX, 10 pages
- Datawarehousing and OLAP
SPEX, 11 pages
- eBusiness Products
Metrix, 12 pages
- Electronic Commerce
SPEX, 14 pages
- Enterprise Intelligenge: Enabling High Quality in Data Warehouse
Bill Inmon, Vality Technology, 11 pages
- Enterprise Portal
SPEX, 11 pages
- Examining the alternatives for eCRM
eLoyalty, 8 pages
- Executive Guide for CRM
Patricia Seybold Group, 47pages
- Hosted Technology
ICT Group, 8 pages
- Marketing Automation
SPEX, 12 pages
- Microsoft SQL 2000 Analysis
Datapro, 24 pages
- Natural Language Engine
Banter, 14 pages
- Product Service CRM
Metrix, 12 pages
- Purchasing an ASP Service
IDC, 16 pages
- Sales Automation
SPEX, 11 pages
- Seven Mistakes in B2B Solutions
Supply Access, 36 pages
- Should Systems Integrators Implement CRM
Accelerate, 3 pages
- The Data Warehouse Environment: Cost Justification and ROI
W. H. Inmon, 19 pages
- The Foundation for a Successful Email Management System
eGain, 9 pages
- Why Companies Should Outsource Data Warehousing
USI, 9 pages

Rapport coûts-bénéfices

- CRM ROI: by the number
Staffware, 9 pages
- REJ White Paper
Microsoft, 4 pages
- REJ Step by Step
Microsoft, 17 pages
- Demonstrating Return on Investment in an eSupport Solution
Support.com, 9 pages
- E-Mail Management Offers Significant Business Benefits
Quintus Corporation, 4 pages
- Measuring ROI in CRM
Meridien Research, 5 pages
- The marriage of CRM and ROI
Akibia, 4 pages

Business Case

- CRM Investment Finally Ring True
Betty A. McCabe and Mark T. Wolfe, Andersen Consulting, 3 pages
- Justifying CRM Investments
Quaero, 8 pages