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. 9, No. 2, February

6 Ways to Maximize Contact Center Profitability
iN THEORY, transforming a contact center into a profitable operation is a widely accepted and straightforward proposition: cost center + new processes and new technologies = profit center. In practice, the equation is tricky to execute, and only a...
BT Execs Live a Day in the Life of Their Agents: Senior Managers Spend Time with Front-Line Staff for an Up Close Look at Customers' Concerns
Too often the senior executives who make the decisions that directly effect customers interact with them the least. At British Telecom (BT) Group, however, the communications giant keeps its senior-level managers from being out of sync with the needs...
Churchill Downs Bets on Its Brand; Month 8: Strategic Deal-Making Marks a New Approach to Funding CRM
PICTURE THIS: A Churchill Downs Inc. (CDI) customer visits one of the company's horse racing tracks, socializes, places bets--and wins a few--and enjoys slow-motion replays of the races on a state-of-the-art, high-definition TV. The satisfied customer...
Co-Operative Bank Credits Its Sales Growth to Performance Management: The Financial Institution Is Improving Both Employee Productivity and Earnings with Its Monitoring and Training Initiatives
Most contact center managers would agree that providing CSRs with feedback is the Golden Rule for training and motivating agents. But using scores of reports from different systems to track down performance data can hinder that transfer of information....
Driving Quality into the Proposal Process: Reynolds & Reynolds Built Uniformity into Its Sales Approach to Improve Productivity and Results
An automobile assembly line is a study in predictable, repeatable quality. So it comes as little surprise that Reynolds & Reynolds, which specializes in software and services for the automotive industry, wanted to build more consistency and uniformity...
Enterprise CRM: Change Is Inevitable; Vendors, Strategies, and Focus Are All Certain to Evolve in 2005
The new year will not be a quiet time for enterprise CRM development. Vendors are looking to capitalize on some of the confidence rebuilt in recent years through on-demand and tactical deployments, while they fend off competitive challenges from software...
Harbor Freight Tools Cans Spam: The Retailer Has Seen Double-Digit Results through Better Targeting Its Email Marketing
As the Internet became an increasingly efficient marketing vehicle for Harbor Freight Tools, the company's email marketing campaign had become a weak spot. The 37-year-old tool-and-equipment catalog retailer was using a multichannel approach--including...
How to ... Manage Multiple CRM Vendors in 5 Steps
According to the latest figures from CSO Insights, more than 25 percent of new CRM project plans call for two or more technology providers. Avoid finger-pointing hangups and incompatibility holdups by remembering these key procedures: Start early...
Is Social Networking an Overhyped Fad or a Useful Tool? When Put to the Test, This Sales and Marketing Application Delivers
CSO INSIGHTS is in the process of completing its 11th annual sales effectiveness study of more than 1,000 companies worldwide, so I am again reviewing what impact CRM is having (or not having) on the performance of sales and marketing professionals....
It's Not Your Father's E-Learning: The Entire Concept of Agent Training Has Been Turned on Its Ear, and Delivers Unprecedented Levels of Efficiency and Productivity
EVER SINCE the first call was taken in the first call center there has been a need for agent training. Ongoing training coupled with time and experience is the best way to ensure excellence in customer service. Traditional training usually took place...
It's Showtime! Entertainment Companies Are Putting the Spotlight on Targeted Customer Strategies to Improve Service, Build Loyalty, and Grow Wallet Share
JUST BECAUSE people love a certain kind of music or enjoy seeing a Broadway show or can't wait to place their next bet doesn't mean they're guaranteed to come back to your venue. That's why entertainment companies are now using the same approach to...
Listening, with Interest: ING Is Growing Satisfaction-And Revenue-By Asking Customers and Partners What They Want, and Then Giving It to Them
Catherine Smith, COO of ING U.S. Financial Services (USFS), is certainly no stranger to a customer-focused culture. In her previous roles at the company she was responsible for customer service for the ING USFS retail and work-site business groups,...
Marketing Automation Hits the Mark: Marketers Are Seeing Solid ROI from New Technologies
Marketing automation has been on the scene for years, but according to some industry pundits, it's finally taking hold because companies are seeing results, and then taking that ROI to lock in or improve their marketing budgets. "Companies are ......
Real-Time Analytics: Excellent Insight, or Speedier Mistakes? Think beyond the Upsell When Evaluating Next Generation Analytics Strategies
For years the chief use of real-time analytics (RTA) has been to provide recommendations for cross selling, usually in a call center or Web transaction. While useful for tactical decision-making, it is only now that companies are beginning to think...
Secret of My Success: Project Genesis Launches Network Integrator Novell from Silos of Information into the Integrated Customer Service Space
* Why CRM? We were looking to enhance our service capabilities for our customers over the Web and by phone. We had to change our customer service so we would have a 360-degree view of our customer base, an integrated application for our engineers,...
Seven Mistakes in Managing Customer Profitability: Taking the Right Approach Can Lead to a Sustainable Competitive Advantage
USING IT systems to gain a deeper and more comprehensive understanding of how to maximize profits from customer interactions is still in its infancy. There is a lot of theory out there, but not enough experience. Companies have made, and continue to...
Tracking the Evolution of CRM
In the most recent collaboration by Accenture's CRM strategists, Defying The Limits: Mastering High Performance CRM takes a unique vantage point for surveying the past, present, and future of CRM. Accordingly, this year's theme is "The Evolution of...
When CRM Leaves You Flat
ON CHRISTMAS NIGHT my wife, Katie, and I were starkly reminded of the difference between customer relationships and customer management. A sharp nail in the road, followed by a series of dull thuds, followed by the always ominous words, "Shhh. Do you...