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. 16, No. 2, February

Baby Boomers: Every Silver Lining Has a Touch of Grey: While the Oldest Members of This Generation Are Starting to Retire, Marketers Should Not Panic-Many Members of This Cohort Will Be Working for Years to Come
Boomers Born between 1946 and 1964 Numbers: About 76 million This is an important time for Baby Boomers. The oldest--born in 1946--turned 65 last year, the point at which the majority of Americans retire. Which means their spending habits,...
Behavior-Based Marketing: Solutions and Best Practices: Driving Conversion through Personalized, Multichannel Targeting
EXECUTIVE SUMMARY While marketers have been doing personalized direct mail and email campaigns for years, most marketing organizations are not offering targeted experiences based on customer behavior across channels. Even companies that are adept...
CMOs in a Changing Marketplace: Strategies for Success in Today's-And Tomorrow's-Business Landscape
AFTER MORE THAN three years of uncertainty and volatility, companies are focused again on driving sustainable, profitable growth. The pressure to find growth in global and/or emerging markets has CEOs looking in all directions, including to an expanded...
Congress Moves to Cut off Off-Shoring: Proposed Legislation Would Prevent United States Firms That Off-Shore Contact Center Jobs from Receiving Government Funds
Legislation introduced in Congress December 7 would prohibit companies that outsource call center jobs overseas from receiving federal grants and loans. The bill, called the "U.S. Call Center and Consumer Protection Act," was proposed by Rep. Tim...
Connecting with Customers Is Easier Than Ever: Rising Competition Demands a Holistic Strategy
AS WE SETTLE into a new year, many small and midsize businesses (SMBs) are still dealing with challenges from previous years. Growing revenues, maintaining profits, and finding customers top their to-do lists. And the search for new customers, as well...
Consumers Want NFC-Enabled Mobile Wallets: An Analyst Firm Predicts That Mobile Shopping Will Create a Multibillion-Dollar Industry for Credit Card Companies, Online Retailers, and Mobile Operators
PayPal, the payment services arm of eBay, created its first digital wallet in 1998. At the time, a digital wallet was a declining balance account that was stored online and used for online purchases. The term has come to have a much different meaning...
CRM Is a High-Yield Investment: Business Analytics Return $10.66 for Every Dollar Spent; CRM Systems Return $5.60
[ILLUSTRATION OMITTED] Business analytics applications, including business intelligence, performance management, and predictive analytics, are delivering significant return on investment, with an average benefit of $10.66 for every dollar spent,...
Data Ventures Helps Retailers and CPG Suppliers Grow Revenue with Data Analytics from TIBCO Spotfire
Data Ventures is a global analytics and consulting company specializing in the Retail Grocery and Consumer Packaged Goods (CPG) industries. Data Ventures provides the advanced shopper analytics their customers need to improve their competitive position....
Gen X: Stuck in the Middle: This Generation's Size and Spending Power Doesn't Rival Other Generations, but Its Presence and Influence Should Not Be Ignored
Generation X Born between 1965 and 1976 Numbers: About 49 million When MTV launched in August 1981, the first song it aired was "Video Killed the Radio Star," by the British New Wave band The Buggies. Well, the radio star isn't quite dead...
Gen Y: The Next Generation of Spenders: They're Young, Educated, and Tech-Savvy. Here's How to Get Them to Pay Attention to You
Generation Y Born between 1977 and 1994 Numbers: About 72.5 million [ILLUSTRATION OMITTED] Empowered, disappointed, savvy, optimistic, unemployed--for anyone trying to decipher Generation Y (also known as Millennials), it means starting...
Getting a Boost in Leads: Salesworks Helps a Software Developer Uncover More Prospects
Since 1995, Aegis Software has helped companies streamline and accelerate their manufacturing operations via software that provides process tracking and control, quality and test management, materials verification, and more. The Pennsylvania-based...
Integrate Marketing and Sales for Revenue Results: Create a High-Powered, Unified Revenue Engine
With the common overarching objective of growing the business, one would think that the workflow process between sales and marketing would function like a well-oiled machine. However, if that really were the case, then why is it that, according to...
IVR Identifies At-Risk Students: Vocantas IVR Helps Avila University Reach out to Students in Danger of Transferring or Dropping Out
At the typical college or university campus, as many as one in three first-year students will not stay through to their sophomore year due to family problems, loneliness, academic struggles, or financial hardship. At Avila University, a small Catholic...
Lessons from CRM Idol 2011: Takeaways Any Business Can Use
THOSE OF YOU who follow the industry are probably aware of CRM Idol, launched for the first time in 2011. For those of you who aren't, in brief, the idea of this competition was to give exposure to small CRM-related technology vendors who had little...
Location-Based Services Find Their Place in Mobile Apps: E-Commerce Apps Are a Big Piece of the Development Landscape
Fifty-four percent of developers working on applications for mobile devices are including location-based and mapping services in those apps, according to a survey of more than 400 mobile developers by Evans Data, an IT industry market research firm....
Take Your Facebook Page to the Next Level with F-Commerce: It's Time to Transform Those "Likes" into Sales
The days when companies could afford to ignore Facebook are over. It has become the norm for businesses, small and large alike, to invest resources in building a presence on the social network to engage with fans and customers. The next step is converting...
Taking the Frustration out of the Caller Experience: Turning Caller Data into Customer Experience Excellence
Let's face it ... most people hate IVRs. Those annoying menus that you hear when you call a company, seemingly placed there only to keep you from talking to a real person. Each year, 42 billion calls are made to customer service alone, and only 20%...
Technology Isn't Everything: Increase Your ROI with an Investment in Attitude
THE RACE TO DELIGHT customers is on. Companies continue to pursue this goal, hoping to differentiate themselves from the competition. In today's economic environment, however, the mandate is to do so with a fast return on investment. As we work with...
The Keeler Principle: "Hit 'Em Where They Ain't" Works Great in Baseball, Not Business
SOME OF THE SIMPLEST and wisest advice in baseball came at the end of the 19th century, from a fellow named Wee Willie Keeler--actually, he was named William Henry Keeler, but he was a pretty short guy--who said, "Keep your eye clear, and hit 'em where...
The Trouble with Traffic: What Retailers Can Learn from Baseball
WHETHER same-store sales are up or down, analysts want to know what drove results. If you've listened in on an earnings call for a major retailer lately, undoubtedly you've heard the question: Was it ticket or traffic? It seems Wall Street analysts...
What's Age Got to Do with It?
THE GREAT RECESSION has taken its toll on Generation Y, Generation X, and Baby Boomers in different ways. When we published our last report on each of these generations, "Generational Spending" (November 2008), the impact of the Great Recession was...
Wyndham Hotels' Targeted Emails Break Records: Group's Marketing Team Hones in on Members through Email Messages
Room service, free Wi-Fi, a Jacuzzi, and a swimming pool were once considered prime hotel perks. But as these amenities become more commonplace, hotels have to work even harder to ensure their guests continue to come back for additional stays. In an...