CRM Magazine

A monthly magazine covering news, issues, profiles, and trends in the field of customer relationship management. Focuses on the integration of technology and organizational strategy to develop and maximize the potential of the relationships between organizations and their customers.

Articles from Vol. 8, No. 8, August

Back to the Future: Companies Need to Get out of the Rut of the Past and Change Their Approach to CRM
Since I recently dug my industry-analyst hat out of my closet, it's been fascinating to once again look at the CRM market through the lens of the technology vendors--especially because I've spent the past four-plus years of my life on the implementation/end-user...
Building Buy-In among User Communities; Month 2: Evangelizing CRM Starts by Assembling a Top-Notch Project Team
WHEN WE LAST VISITED ATIQUE Shah, Churchill Downs' vice president of CRM and technology solutions, he was sizing up recruits, sorting out which data sources will feed the new E.piphany 6.5 system, and finalizing his role in ensuring that the horse-racing...
Choose the Right Metrics for Determining ROI
The pressure is on to account for the true return on investment for CRM initiatives. Too many attempts to answer the ROI question stall at the starting gate, however, paralyzed by indecision or an inability to narrow ROI to the proper questions. Consider...
CRM Success Means More Than Avoiding Failure
Every CRM deployment is unique, of course, but when it comes to achieving successful results, some truths we hold to be self-evident. Articles Editor Joshua Weinberger asked industry experts what it takes to be successful in a CRM initiative. *...
CRM Supports Internal Customers, Too: Pegasus Airwave's CRM Initiative Leads to Unexpected Benefits in the Back Office
What started as a solution to Pegasus Airwave's billing problem has evolved into a growing slew of improvements in sales and service. The company, which distributes specially designed mattresses and other products for patients with severe skin conditions...
Hot Seat: CRM Success Means More Than Avoiding Failure
Every CRM deployment is unique, of course, but when it comes to achieving successful results, some truths we hold to be self-evident. Articles Editor Joshua Weinberger asked industry experts what it takes to be successful in a CRM initiative. *...
How to ... Choose the Right Metrics for Determining ROI
The pressure is on to account for the true return on investment for CRM initiatives. Too many attempts to answer the ROI question stall at the starting gate, however, paralyzed by indecision or an inability to narrow ROI to the proper questions. Consider...
Joining Forces
CRM rarely happens in a vacuum. More often, organizations that launch CRM initiatives work closely with partners. Those partners may be consultants, integrators, or outsourcers supporting the initiative. Or, they may be channel partners supported by...
Listening to Customers Earns Cimco Nearly Perfect Customer Retention
When telecom specialist Cimco Communications wants to know what its customers are thinking and feeling, it simply asks them. Cimco is among the growing ranks of companies using customer advisory boards composed of key representatives from their...
Making the Right Call: As Outsourcing Options Expand, Companies Are Challenged to Find the Best Mix of Call Center Services
Call center outsourcing has grown from the channel of choice for high-volume telemarketers to big business. Some consider its value proposition too powerful to ignore, others consider the resource too politically and emotionally controversial to handle....
Many Possibilities, One Price
Trying to protect margins and brand premiums? With the right planning and execution, companies are finding that price optimization software can ease the path to smarter sales and increased profitability. [ILLUSTRATION OMITTED] By eliminating...
Market Watch: Many Possibilities, One Price
Trying to protect margins and brand premiums? With the right planning and execution, companies are finding that price optimization software can ease the path to smarter sales and increased profitability. [ILLUSTRATION OMITTED] By eliminating...
Partnering for CRM Success
TECHNOLOGY has made it possible for some companies to go it alone with their CRM initiatives. On-demand offerings are often intuitive enough to be plug-and-play. The Internet allows businesses to speak directly to customers in ways never before possible....
Reducing CRM's Total Cost of Ownership: Companies Are Refocusing Their CRM Spending
Even as the economy seems to be making a comeback, 71 percent of CFOs stated they are cutting nonessential funding, according to a study by Booz Allen Hamilton. These CFOs are examining every expenditure, including the CRM budget. [ILLUSTRATION...
School Districts Use CRM to Balance the Needs of Their Constituents
Think your CRM needs are demanding? Try corralling the parents of 5,000 elementary and secondary school students when a school day unexpectedly gets cut short by a snowstorm. Paperwork got you down? Imagine filing with the state board of education...
Secret of My Success: Jesse Moreno's Past Achievements Proved Invaluable for Creating Current CRM Success at CheerStix
* Why CRM? The beauty of the CheerStix is that they're a Game Day giveaway. When I came on, the company needed a better way to keep in touch with clients--professional sports teams, universities, high schools, [and other] businesses that want to...
Selecting the Right Services Partner(s): Most Companies Turn to Consultants and Integrators to Support Their CRM Initiatives. the Challenge Is to Decide Who Should Play What Role, and How Everyone Can Work Together for Your Success
CRM DEPLOYMENTS OFTEN REQUIRE MARRYING an integrator's tactical approach to a consultant's strategy. Companies must sort through such complexities as who should handle each aspect of the initiative, how to get vendor-agnostic advice when selecting...
Texas Instruments Takes a Walk in Its Customers' Shoes
At Texas Instruments (TI) marketing and sales strategies have always been product-centric. But amidst increasing financial pressures and reports of customer frustration, the $8.2 billion global semiconductor company sought to implement new initiatives...
The Next CRM Evolution: Focusing on the How of Sales versus the Who and What of It
WHEN I was speaking at the recent DCI CRM conference in New York City I was asked by one of the sales executives attending my session to share my thoughts on why CRM continues to generate such mixed results in terms of impacting sales performance....
Unishippers Invests $6 Million in Customer Relationships
Looking to provide a consistently higher service experience for its customers, to increase customer retention, to ensure customer satisfaction, and to grow profits as a result, in 2002 shipping company Unishippers launched its UONE initiative. Unishippers...
Vertical Focus: School Districts Use CRM to Balance the Needs of Their Constituents
Think your CRM needs are demanding? Try corralling the parents of 5,000 elementary and secondary school students when a school day unexpectedly gets cut short by a snowstorm. Paperwork got you down? Imagine filing with the state board of education...
What's in It for Me? 5 Strategies for Encouraging Partners to Embrace CRM
When it comes to channel management, many are quick to equate success with the quality and quantity of leads that pass through a given point within a given time frame. But true partnerships are not built on leads alone. What follows are five strategies...
Who's Who in CRM
In May CRM magazine presented a list of some of the industry's key players. This month we continue that recognition with a look at two executives from Microsoft. MICROSOFT CAREER HISTORY MOST SIGNIFICANT ...