CRM

Calculation question on determining CRM ROI

What is the difference between risk-adjusted ROI and IRR? If I use cumulative discounted cash flow (i.e. NPV) divided by the present value of cost (i.e. cash outflows, including tax increase) to calculate ROI, why does this consistently yield a higher percentage than IRR? Please advise. Thank you.

Where can I find industry customer complaint percentages?

I work for a commodity chemical company. I address all customer complaints. What is the percent of customers who complain to the manufacturing company in my industry? My manager thinks it is 10-11%, however, I have heard other numbers. Can you help with a better idea of what complaints we may not...

Statistical technique for churn prediction in the Telecom market?

Can you tell me what type of statistical technique should be used in churning model, specially for the Telecom market? Thank you.

.NEt Cognos Connectivity

Hi, i need to connect Cognos with .Net how could i connect then generate reports and then save it in some other format like HTML or EXcel through .NET. Regards, Neha

customer accessible CRM

We are a small comapny that cant afford to buy software. What is the best low cost solution to having a web based CRM tool that our customers can access to track project development?

What is the role of LSMW in SAP CRM 5.0?

What is the role of LSMW in SAP CRM 5.0 and what are the common problems encountered during an upgrade from CRM 5.0 to CRM 2007. Please explain in detail.

What are best practices when upgrading from SAP IPC 4.0 to SAP IPC 5.0?

What are the things to be kept in mind before and after upgrading from IPC 4.0 to IPC 5.0

Going for CR100 certification and need SAP XI career advice

I am working in CRM master data and planning to write CR100 certification. I am also willing to learn XI. Could you please tell me how XI will be beneficial for me in CRM, as I am new to this. Should I go only for CRM? Thank you.

What number of calls should be monitored in emergency call centers?

Just wanted to know, what is the standard number of calls to be monitored and evaluated in emergency call centres? I mean, say, you are taking 1.6 million calls per month. Thank you.

What is the acceptable percentage of Hold Time?

What is the acceptable percentage of Hold Time in the equation of AHT = ATT + ACW + Hold Time. By hold time, I mean when the customer is put on hold during a call. So, if the expected AHT = 4 Mins -- is there an industry standard for what percentage the hold time can be? (eg 20% of AHT). I am...

What is the best facilities/seat utilization ratio for call centers?

Is there a 'Best In Class' ratio for Call Center facilities/ seat utilization? I've seen 1:3 used. Would you know the source and context of this ratio? Thank you.

Need advice on outsourcing our Call Center operations

We are a municipality-owned and unionized gas distribution utility with 500 residential customers. We are exploring the idea of outsourcing our call center operations which mainly includes inbound calls (billing, collections, service) and outbound calls (collections). We are regulated by a Public...

What is the average occupancy rate for outbound (lead generated) based call centers?

What is the average occupancy rate for outbound (lead generated) based call centers?

Need advice on an offshore contact center start-up

I'm in the middle of an offshore contact center start-up and need some advice on what it would take to gather new business to ultimately succeed in the business, primarily having clients in N. America. We are considering BPO services on top of contact center services. Let me give you a little...

How do you calculate the cost of setting up a Call Center?

I want to start a new call center business in Egypt. I have no clue about how to market this business into other countries. Also, I need to know how to calculate the costs of 100 seat center. I'm totally new to this field of business. What would be the competitive prices to offer to prospects?...

Does Siebel 7.7 work on Windows Vista (64-bit)?

My name is Ayman and I'm new on this technology Siebel 7.7. My questions is: * Does Siebel 7.7 work on Windows Vista (64-bit)? * Where can I find Siebel 8.0 software? * Why does Siebel needs ODBC? Thank you so much for your time.

Clarify ClearLogistics- Search by location

Is it possible to search by location in Clarify ClearLogistics? We have sites with more than one location and would like to search for it by location to de-activate it.

What is the best way to persuade a security manager to upgrade poorly outdated software/devices?

I've mentioned security risk, not to mention how upgrading will do a world of good and provide more features to allow us to enhance our tools to make us more productive. I come from an ISP where IT was not a cost center. I may be spoiled, but we are running on Hoary, and everything is manual it...

Divert calls if out of reach

Can i devert my calls to another phone land line or mobile if my blackberry is out of reach

Sage Mas 500 setting up Microsoft Project link.

I am running Sage M500 - I need to be able to link my project files to my M500/SQL data and vice versa. I see lots of information on functionality but only consultants that want to set it up! HELP Me do this for free and save the day!