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. 11, November

Acquisition Predictions; Oracle's Plan to Acquire Fallen CRM Star Siebel Systems Begs the Question: Which Company Is Next?
AFTER MY RECENT article on CRM consolidation, I wasn't surprised to receive a considerable volume of inquiries all asking the same question: "What about my CRM vendor?" I can't predict the future or answer that question for each individual technology...
Avoiding the Speech Rec. Wreck: Speech Recognition Has Struggled to Move into the Mainstream, but These Applications Are Picking Up Where Touch Tone IVR Leaves Off
Speech recognition nightmares abound. It's not uncommon for implementations to break budgets, due to the high cost of professional services and licensed software applications associated with them. In fact, according to Art Schoeller, senior analyst...
Banking on Big Green: Financial Services Firms Have Retargeted Their Investments in Customer-Facing Processes and Are Reaping the Rewards
Financial services (FS) companies operate on razor-thin margins and have burgeoning compliance costs; customer retention is critical to their profitability. Even as FS companies attempt to control their cost of servicing customers by relying on the...
Better Info Leads to Better Campaigns: SPSS Software Provides Quick Analysis and Answers
Five years ago SLM Corp., commonly known as Sallie Mae and the nation's largest provider of education credit and related services, was primarily a student loan wholesaler that worked through banks and other financial institutions. But when top management...
Business Problem: Decision-Makers Have No Insight into Marketing Effectiveness; Tech Solution: Marketing Campaign Management Software
Many business people say marketing is as much an art as it is a science. Today's marketers must devise complex-but-agile customer communication strategies--often with limited resources--to get their message across, and they rely on an array of tech...
Bye-Bye Boomers, Welcome Yers
THIS JANUARY the largest generation in our country's history will start to turn 60. If you follow the economy or consumer trends analysis, you may have heard experts suggest that when baby boomers retire, so will their spending habits, having a deleterious...
Cashing in on Contact Centers
A company's call center is often seen as its cost center, a necessary but cumbersome operation. However, with more daily customer interactions than any other department in the organization, the contact center can be an agent of sustained customer loyalty,...
Consulting Workforce Woes: Accenture Turns to IEX's TotalView to Manage Three Indian Call Centers
After investing one year and $800,000 in an incumbent product, Bud Jordan, a partner in Accenture's Contact Center Transformation division, needed to find a replacement for it. All told, the rollout would affect about 6,500 agents spread across three...
CRM's High Wireless Act: Wireless Immediacy Allows Enterprises to Pursue CRM Simplicity with Powerful Rewards for Everyday Functions
WHY IS WIRELESS IMPORTANT TO CRM? A simple question, but one that calls for a detailed answer. CRM is about getting a holistic view of the customer, and that view needs to be current. Mobile and wireless technology grants users the power to be in...
DestinationCRM Dashboard
* Oracle Will Buy Siebel Oracle Corp. will buy financially ailing rival Siebel Systems for $10.66 per share, in Oracle's attempt to satisfy its hunger for acquisitions and strengthen its arsenal against SAP. The deal, announced in September, is valued...
Flying with Avaya: Edmonton Airport Installed IP-Based Technology to Manage Its Phones, Also Helping Safety Levels and Improving Customer Service
An airport is a busy place, not only for the passengers but also for the airlines, maintenance staff, and administrative offices that support its daily operations. Maintaining an updated communication system to manage these airport tenants is critical,...
Keeping the Faith: A Tale of Two Companies' Implementation Experience-One Sings, the Other Doesn't
I'VE BEEN WORKING closely with two clients on CRM implementations these past months, one a raving success and the other now in a six-month delay. Both companies are privately owned household brands, and each has rigorously applied ISM's top-down/bottom-up...
Leads and Sales Hum for a Car Dealership: Lou Fusz Automotive Network Turns to AVV from Autobytel
About two-thirds of new vehicle buyers use the Internet as part of the shopping process, according to J.D. Power and Associates. The Lou Fusz Automotive Network is a dealership family that's using that fact to its advantage, to the tune of a 50 percent...
Learning to Share: Marketing and Sales; Eloqua's Marketing Conversion Suite Gives Both Divisions Insight into What the Other Is Doing
Procuri had no way of tracking the success of its email campaigns or measuring the effectiveness of its Web site. The company, which streamlines the purchasing process and provides online tools to evaluate suppliers and to develop and manage a variety...
Mapping CRM's Growth Path: Where Are Financial Services Providers in the CRM Maturation Process?
The financial services industry is one of the first movers when it comes to CRM implementations. Opinions of CRM may change, however, depending on where a company is in its CRM maturation process. One analyst offers maturing companies some optimism....
Secret of My Success: Financial Services Firm First American Reinvests in Support
* Why CRM? We had been using another helpdesk package for a few years and found a number of negatives with it that prompted us to open a project to evaluate other packages and find a replacement. It was very expensive to maintain. We were paying...
Sewing Up Online Offers
The arts and crafts business isn't all scissors and paste, especially when it comes to figuring out what customers want to buy. "From an operations perspective it's a very ugly business," says Linsly Donnelly, COO at Idea Forest, which owns and manages...
Thanks for the Ammo: Customer Relationship Mismanagement Gives Us Venal Warm Fuzzies
THANKSGIVING. THAT WONDERFUL time of year has arrived once again, bringing with it the touchstones of the season: cranberry sauce and corn bread stuffing; relatives crowded around the table; college football on TV; Uncle Mitch completely blitzed on...
The Art of Selling IT: Capture Cooperation and Excitement around CRM Technology for Its Full Benefits
THE FOLLOWING conversation took place with a client not too long ago: "We are committed to the new CRM system--we can hardly wait for the implementation." Q: "When do you expect the implementation to take place?" A: "Well, it will still take...
Weathering the Storm: Four Tips for Contact Centers to Help Prepare for a Crisis
An organization's pipeline to its customers is indispensable, especially in times of disaster--contact centers must continue to be accessible to both customers and customer-facing employees. The recent destruction from hurricanes Katrina and Rita is...
What Is SOA? the Basics Behind Service-Oriented Architecture
CRM customers can't get through a product pitch or demo without hearing about services-oriented architecture, or SOA. Many companies' products are built on SOA, designed around SOA principles, or are otherwise able to take advantage of SOA. But when...
When Disaster Strikes: CRM Technology Can Help Put the Pieces Back Together
Many managers and executives say their CRM system is a lifesaver, but they may not realize just how true that statement can be until disaster strikes. Hurricane Katrina left more than devastation when it struck the South this summer. It also left...
Wonders of a Wireless World: New Technology Puts the Warrior Back on the Road
Development and convergence of wireless technologies in 2006 offers the prospect of making PDAs and handhelds more than just email receivers. Between Wi-Fi and the arrival of 3G technology, VoIP, and dual-mode handsets, the ability for enterprise workers...