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. 11, No. 10, October

AMN Scores Big in the Playoffs: The Sports Advertising Agency Turns to SageCRM to Coordinate Its Sales Efforts with Customers and Advertisers
* Tell us about your organization. Arena Media Networks (AMN) owns and operates the largest network of digital flat-panel displays in over 30 arenas and stadiums throughout the country, spanning the MLB, NFL, NBA, NHL, and NCAA. On average, we reach...
Analyzing the Sales Process: Is CRM Finally Ready to Demystify Sales Management?
BASED ON THE RESULTS of CSO Insights' latest sales performance study, it's clear that CRM has become a mainstay for sales reps: Over 70 percent of the firms we surveyed reported that they had implemented a CRM system. The benefits these salespeople...
Are We There Yet? after Years of False Starts, Wrong Turns, and Disruptive Detours, SMBs Can Now Steer Themselves in the Right Direction: Marketing Can Finally Get Them Where They Want to Go
Marketers know the golden rule of their field: Keep the message timely, targeted, and relevant. Straightforward enough--and yet most businesses are still struggling to streamline and optimize their marketing strategies. The problem is particularly...
Best Kiteboarding Splashes into E-Commerce Using NetSuite
Best Kite boarding supplies all manner of gear and equipment for kiteboarding, one of the world's fastest-growing watersports. Having built a reputation for flexibility and quality, the company was running into a serious flexibility problem of its...
Business Problem: Managers Cannot Staff and Manage Their Contact Centers Effectively. Tech Solution: Workforce Management Solutions
In today's contact center and back-office environments, coordinating human staffers can be as complicated as the systems they handle. And when you factor in multiple sites, expanded media options, staff proficiencies and preferences, and customer expectations,...
Coupons without the Clipping: Mobile Coupons Are Revolutionizing How Advertisers Market and Customers Buy
[ILLUSTRATION OMITTED] Mobile technology may turn Sunday-morning coupon-clipping into a relic of bygone days. According to mobile discount-offer and coupon service Cellfire, there are more than 220 million mobile users in the United States, 45 percent...
CRM Scores for Sports Franchises: In a Multibillion-Dollar Industry, Teams Aren't Playing around When It Comes to Connecting with Fans
When it comes to managing relationships with customers, many sports organizations are looking at third and long. Two out and nobody on. An overpowering Soviet-era gymnastics team and a biased East German judge. (You get the idea.) Despite the size,...
Help Them Help Themselves: Web Self-Service Means Having Your Customer Become Her Own Customer Service Rep-But without Making Her Resent Doing What a Real CSR Can Do in a Fraction of the Time
[ILLUSTRATION OMITTED] There are a bunch of tactics a company can deploy to demonstrate to clients how much it values their patronage. Delivering a Web self-service experience so awful that it causes customers to defect to a chief competitor is...
High-Quality Companies Rely on High-Quality Insight
STARTING a small business can be pretty easy. Entrepreneurs simply need to form a corporation or LLC, get a lawyer, find appropriate insurance coverage, and hang up a shingle. But making a business successful is trickier, especially if the company...
Imperfect Scores: Is a New Industry Standard Keeping Executives from Focusing on the Relationships That Matter?
"WOULD YOU be willing to recommend us?" [ILLUSTRATION OMITTED] This question, underlying the Net Promoter Score (NPS) concept, is capturing the imagination of many executives in diverse IL industries. (See "Influential Leaders," September 2007.)...
Keeping Pipeline Insights Actionable: Existing CRM Technology Assets Can Drive Incremental Growth by Improving Sales Pipeline Management
WHILE MANY companies continue to invest heavily in CRM, most don't realize the best return on those investments. Sales pipeline management is one area where, with the proper approach, companies can drive incremental sales and margin growth. A recently...
Oracle's Name Game: The Latest Siebel CRM on Demand Highlights the Software Giant's Interest in the On-Demand Market and Underscores the Strength of the Siebel Name
[ILLUSTRATION OMITTED] When Oracle announced the general availability of Siebel CRM On Demand Release 14 on July 25, it marked the company's first major Siebel Systems software-as-a-service (SaaS) release since completing the purchase of its former...
OutClick Media Gets a Second Opinion: A Medical Marketing Company Fills Its Sales Transparency Prescription with Entellium
[ILLUSTRATION OMITTED] Hospitals and doctors' offices keep extensive records on their patients, but medical marketing companies don't always do the same with their clients. When Mark Cheong signed on as a vice president at OutClick Media, a digital...
Pay Day: You Track Your Sales Team's Numbers-And So Does Each Member of the Team. Here's What You Need to Know about the Business of Sales Compensation, and How You Can Make It Work for All of You
In the pages of CRM, we've shared with our readers--you--countless ways to boost sales, make better connections with customers, segment your marketing campaigns, and even motivate your employees. But we haven't touched too often on one of the key elements...
Pint of View: Let the Games Begin! We Can Learn a Lot from Our Pastimes ... or Not
GAMER-INFLUENCED DESIGN, recently exemplified (and trademarked, natch) by Entellium, appears to be the wave of the future for CRM user interfaces. At least I hope it is--it's too early to say so for certain, but I know that a more recreational approach...
Something Special in the Air
On Aug. 1, American Airlines announced it would provide wireless broadband to passengers starting in early 2008. This makes American the latest in a long line of carriers, including Lufthansa, Qantas, Southwest, and Virgin, to announce such service....
Statistically Speaking
> Only 4 percent of organizations polled claim their CRM systems are very successful and deliver all the benefits sought, according to a study by PMP Research. The findings also show a clear split in the community: 37 percent of businesses claim...
The Chain Gang: Your CRM Is Only as Good as Your Ability to Deliver to Your Customers, So Why Not Merge Supply Chain Management Data with CRM to Gain a Holistic View? It's Not That Simple
[ILLUSTRATION OMITTED] IT MAY BE NATURAL to think that someone with "CRM" in his title spends most of his time thinking about customers. But not Ven Bontha, CRM director for Cemex, the nation's second-largest manufacturer and distributor of cement...
The Not-So-Odd Couple: Marketing and Integrity
Marketing is experiencing perhaps its most exciting period ever. And yet, despite the explosion of online promotions, buzz marketing-and even advertising in grade schools-marketers face a befuddling paradox: With more purchasing power than ever, consumers...
True-Blue Service Documentation: A Technology-Infrastructure Specialist Saves about $60,000 in One Year by Implementing a Web-Based Service Management Application from BlueFolder
The name alone makes quite clear that Merino Computer Concepts (MCC) is in the high-tech arena. A 10-year-old network- and computer-solutions provider, MCC relies on its network engineers (the company now has six) to serve its coverage area, Northern...