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. 15, No. 11, November

10 Ways to Rearchitect Your Contact Center: Hiring, Training, and Technology Are Considered Keys to Raising the Customer Service Standard
For most Americans, customer service conjures thoughts of an irritating maze of phone menus, call flows, and transfers, followed by scripted voices with strange accents belonging to people halfway around the world who can do little to resolve problems....
5 Tips for Amplifying Customer Engagement
Every business is looking for ways to engage customers more effectively to drive more revenue opportunity and improve customer satisfaction so the company remains the preferred provider. Small businesses are no different. In fact, one could argue that...
Another Round of Gamification: Get Customers onto the Winning Team-Yours
AFTER A LONG DELAY, I've started to read Reality Is Broken, a brilliant and, dare I say, game-changing book. The author, Jane McGonigal, posits that gamification--adding elements of games to non-gaming activities to encourage participation--is a natural...
Are You Willing to Socialize with Your Customers? Stop Treating Them like Children and Open a Dialogue
MY SON recently had surgery scheduled (he is OK, thanks for asking). After my family had arrived at the surgery center at the appointed time, 9 a.m., we waited for two hours without help or any sign of progress. I asked the secretary when my son was...
Build Your Brand through Exceptional Customer Experiences
BRAND REPUTATION is often determined by a customer's last experience with a company or its products. If customers have an exceptional experience, they will likely share it with their friends, family, and colleagues. The same holds true for a poor customer...
Can the Industry Deliver Integrated Support? Customers Want a Central Place to Answer Their Questions about the Devices They Use
As consumer electronics become more pervasive, buyers are finding it difficult to manage the myriad high-tech devices they use. In response, many people seek integrated technical support that would let them turn to a single company, according to a...
Customer Experience Blueprint Drives B2B: Determine the Needs of Customers and Their Value to the Organization
IN B2C industries, a positive service experience helps you keep and acquire customers, providing a competitive edge. But customer experience management (CXM) is critical in B2B industries as well. CXM is just emerging as a formal program in most B2B...
Customer Service CRM in Growing Businesses: Challenges and Solutions
Customer retention through excellent customer service is important for companies of all sizes in a tough economy. However, the challenges faced by small and midsized businesses (SMBs) are different in many ways from those encountered by their enterprise...
Don't Let a Crisis Destroy Your Image: The Right Damage Control Recipe Can Restore Confidence in Your Brand
[ILLUSTRATION OMITTED] [ILLUSTRATION OMITTED] WHEN THE INFAMOUS TYLENOL murders hit Chicago in 1982, Johnson & Johnson quickly jumped into crisis management mode. And understandably so. Seven people died suddenly after taking extra strength...
Effective CRM for Small/mid-Size Businesses
[ILLUSTRATION OMITTED] The small/mid-size business (SMB) market has developed a huge appetite for effective CRM systems that are right-sized for organizations with smaller budgets. Fortunately, a variety of costeffective solutions exist that are...
Go Mobile! with AT&T's Award-Winning Mobile CRM from SalesNOW
[ILLUSTRATION OMITTED] In today's business environment, building positive customer relationships can be critical to your success. Having real-time access to customer information and the ability to stay connected with your sales teams can help build...
IVR Investment Pays off at Australian Bank: Westpac Group Installs Holly Connects Platform to End Service Woes
Established in 1817 as the Bank of New South Wales, the Westpac Group has a portfolio of financial services, brands, and businesses throughout Australia, New Zealand, and the Pacific region. The numbers are staggering: 39,000 employees staff more than...
Marketing Dollars Move to Interactive: Spending in This Segment Will Rival TV Advertising by 2016
Advertiser spending on interactive marketing will reach $77 billion--the amount spent on TV advertising today--by 2016, according to a Forrester Research five-year interactive marketing forecast. Currently, marketers spend roughly $34.5 billion...
Refer-a-Friend Program at Root of Big Hair Growth: Folica Partners with Extole to Drive Customer Advocacy
[ILLUSTRATION OMITTED] Folica Inc., a purveyor of hair products, prides itself on customer satisfaction. When the online retailer was looking for a marketing solution to encourage customer advocacy, it enlisted Extole to help launch a refer-a-friend...
Rethink Pink: Materials of This Color Might Be Counterproductive for Breast Cancer Awareness, a Study Finds
Every year, breast cancer survivors, their friends, and families adorn themselves in pink shirts, ribbons, and other accessories for the world's largest fund-raising event for research and awareness: the Susan G. Komen Race for the Cure. But is...
Small Wonders: As the Startup Failure Rate Grows Owners Strive to Boost Revenue, Maintain Profitability, and Acquire Customers
"Sugar, sugar! Oh, honey, honey!" lip-synchs a grinning Buddy Valastro in the teaser for the fourth season of TLC's popular Cake Boss. With a booming pastry enterprise, two hit reality shows (The Next Great Baker premiered last December), and a New...
Social CRM Playbook
Social CRM has been the hot topic of discussion in the CRM space for several years now. The promise it holds makes marketers and sales directors salivate--the sort of information about customers that businesses have worked so hard to discover and collect...
Social Everything Comes of Age: Enterprise 2.0 and Social CRM Form the Core of Social Business
ABOUT FIVE YEARS AGO, we set out to define what we called CRM 2.0. We set up a wiki and enlisted about 300 leading lights in the CRM world--from CEOs and influencers to analysts and journalists to practitioners, all working together to formulate a...
Social Media's Tough to Measure: Current Benchmarks Are "Typically the Wrong Ones"
[ILLUSTRATION OMITTED] After surveying 33 marketers and five community platform providers to determine what makes a winning branding campaign, Forrester Research concluded that current benchmarks are "typically the wrong ones.' Marketers are...
The Real Value of Social CRM: Leverage Public Social Media and Niche Sites to Drive Traffic to Your Community
I'VE JUST RETURNED from this year's CRM Evolution event in New York City, where I presented a three-hour CRM executive boot camp. The event gave me additional insight into why there is still so much industry confusion surrounding social CRM. While...
Waiting for a Workforce Optimization Solution That Fits? Wait No More
One of the most critical elements of running a call center is making the most of valuable agent resources--hiring the best people, getting the "just right" number of staff in place, measuring performance, and coaching and training to keep things on...