This month CyberianSoft has deployed yet one more Microsoft CRM based application for a company working in customer service industry.

In the first month of delivery, the solution generated an increase of 4.5 % in profits due to saved expenses, not to mention increased customer satisfaction and retention. Customer service response time shrank from 18 hours average to 6 hours average. The company looks forward to even better results in months to come.

CyberianSoft CRM solutions – building relationships, tracking trends.

Customer Service. Answering the Call.
By Susannah Patton
Everyone's had a bad experience with a call center. But now companies are investing in advanced technologies and at-home agents to connect with customers, not put them on hold.

Customer-Driven Coaching: Using the Voice of the Customer to Maximize your ROI
By Dr.Jodie Monger
What do winners of the Super Bowl, the World Series and NCAA Final Four have in common? While they are all champions, not one of these groups, or individual players, was successful without a coach on the sidelines. Just because you win a championship does not mean you stop – practicing, coaching, or learning. So, if the very best athletes need continuous coaching, think about how important it is to each and every representative in your contact center.

SOA – Will it Really Help?
By Teresa Jones
There has been much hype and discussion around the concept of Service Oriented Architecture (SOA), but a lot of it is related to different software vendors’ technology propositions and often bears little relationship to some of the real world considerations of organisations that are facing day to day challenges. For example, how can SOA improve customer service in contact centres?

Relationships: The Key to Corporate Success
By Accountancy Ireland. CRM Daily
"Customers are looking for a higher level of interactivity and personalization," said Rob Lloyd, Senior Vice President of Cisco U.S. and Canada Operations. "To be successful, companies have to invest in workers and technologies that can drive collaboration and interactions inside and outside the company across the entire value chain of customers, partners, and suppliers."

Get the Truth About CRM Industry Analysts
By Louis Columbus
If all you get is positive feedback, fire the analyst firm and use half the budget for PR; it's cheaper and you're getting the same result. Why? Because analysts should know enough about your company to know the good and the bad and be able to guide you around the weak areas.

The Next Generation of Customer Management? Customer Experience Management
By Bob Thompson
Since I founded CRMGuru.com in January 2000, interest in CRM has blown hot and cold. Now Gartner says that the good times are rolling: CRM software revenue jumped 13.7 percent in 2005 to $5.7 billion. One factor, the analyst firm says, it that buyers recognize that CRM applications are "key drivers of customer acquisition and retention."