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. 12, December

A Shift in SAP's Growth Strategy: Buy Big to Get Bigger: The Company's Planned Acquisition of Analytics Powerhouse Business Objects Represents the Largest in Company History
[ILLUSTRATION OMITTED] Historically, SAP has shied away from gobbling up large software companies, but by announcing on October 7 its intent to acquire business intelligence (BI) and analytics player Business Objects, the German software giant delivered...
Customers Gain Traction with Off-Road Vehicles
In the narrow-margin business of producing all-terrain vehicles (ATVs) and motorcycles, customer service can get downright dirty, both in terms of servicing ATVs and keeping customer data clean. This certainly holds true for CPI USA, a subsidiary of...
Document Management That's a Breeze: An International Provider of Air Compressors Gets Longwood Software to Pump Up Its Extensive Library
Quincy Compressor, an EnPro Industries company that produces reciprocating and rotary screw air compressors, vacuum pumps, and air treatment components, was feeling suffocated by its 900-plus-item literature collection. The organization of documents...
Getting Connected with Surveys: Covad Achieves Fat Customer Satisfaction with HyperQuality
Broadband is big business, and one of the biggest names in that business is Covad Communications. The San Jose, Calif.-based company was first to market with commercial digital subscriber lines (DSL) in the United States back in 1997, and today claims...
It's All Coming 2.ogether: As 2007 Ends, and 2008 Looms Ahead of Us, Patterns Are Beginning to Emerge: The Future of Business May Not Be in the Hands of the Executives, but Those of the Customer Instead. and Yet, Hasn't It Always Been That Way?
We face the start of a new year more than halfway through a decade of significant change. We've seen companies come and go; we've seen the Web mature; we've seen software-as-a-service grow from a niche to a major business model. Through it all, we've...
Mastering Customer Records: How Services-Oriented Architecture Will Shape the Future of CRM
CRM NEEDS services-oriented architecture (SOA) to realize its potential. To grasp that point, you need to understand SOA, but you also need to see how CRM has, from the very start, relied on an information governance discipline that is, essentially,...
Mobile Data Gets Better Reception: With Antenna Software, the Sales Force for Satellite-Service Provider DirecTV Gets Information When It's Most Needed
For salespeople in the field, having access to accurate, up-to-date client data can mean the difference between closing a deal and watching it slip through their fingers. Rather than lug laptops and folders, satellite-television service giant DirecTV...
Playing at the Speed of the New: When Online Businesses Put Customer Feedback to Use Quickly, Customers Begin to Expect It from All Companies
WE HAVE HAD more than 10 years of reading--seemingly endlessly--about how the Internet will change the way we all do business. And business has clearly changed. The rise of the Internet-enabled business has also, however, begun to change customer relationship...
Power to the People: Now That Consumers Can Create Content of Their Own, Marketers No Longer Control the Message. If You Can't Lead the Conversation, You'd Better Learn How to Be Part of It
[ILLUSTRATION OMITTED] Companies can no longer sweep dirt under the carpet and hope no one notices. Like it or not, consumers are going to find out--and they're going to talk. Marketers used to be able to control what consumers knew about their...
Predicting Debt: One of Michigan's Largest Energy Providers Turns to Intelligent Results to Analyze the State's Bankruptcy-Stricken Population
* Tell us about your organization. DTE Energy is an energy company that provides electric and gas service to more than 3 million residential, business, and industrial customers in Michigan. In 2006, we had sales of $4.7 billion in electric and $1.9...
Prime Time for Streaming TV: National Networks Are Distributing TV Online to Increase Consumer Touch Points, but What Does That Mean for Network Affiliates?
You don't need a TV to get TV. Networks have begun streaming their shows over the Internet, in some cases mere hours after they're broadcast on television. The trend has some in the industry feeling nervous. Local network affiliates, who carry network...
SAP's Midmarket Design: SAP Business Bydesign Is the Company's New On-Demand Midmarket Product; Much of Its Success Hinges on SAP's Channel Strategy
After months of speculative chatter surrounding SAP's highly anticipated on-demand product, code-named A1S, the company finally lifted the curtain publicly on the midmarket-focused offering on September 19 at a press and analyst conference in New York....
Service with a (Real) Smile: Great Support Requires Wanting to Give Great Support
Why do customers take their business elsewhere? Usually it comes down to a perceived sense of indifference, emanating outward from the business owner, manager, or customer service representative. Most of the time, customers don't even complain--they...
Social Networking: The Harbinger of Trust
AS WE CLOSE OUT this year and look toward 2008, there is one overarching trend that will likely make an indelible mark on customer-centric strategies. Whatever you wish to call it--Web 2.0, CRM 2.0, the Next Wave of CRM--it will involve social networking...
Speaking Truth to Power (Companies): Analytics Are Increasingly Leveraged for Insight into Customer Behavior
CRM takes on special meaning for utility and energy companies, which often operate under tightly regulated monopolies and cater to clients who have very limited options in terms of providers. Still, utility companies have long made CRM part of their...
Speak Up! Eleven Strategies to Ensure That You're Hearing Your Customers Loud and Clear
[ILLUSTRATIONS OMITTED] FEW CUSTOMER-CARE TECHNOLOGIES HAVE A MORE COMPELLING ability to trigger a radical shift in both customer experience and contact center operating costs than interactive voice response (IVR) systems. IVRs with the ability...
The Buyer Is Your Owner: Forward Thinkers Come Together to Learn How Customers Are Changing the Business Landscape
"The customer is king" is one of the oldest cliches of modern business. While never exactly a lie, the phrase usually paid lip service to the idea of customer experience rather than producing a policy with any teeth. But at "Social Media and CRM 2.0,"...
The Dark Side of the Search Engine: Will a Sage Oracle Sap Your Nice Salesforce?
CRM'S DOZENS OF READERS know that three little letters--WWW--and heightened customer expectations have dictated a new approach to branding. Today's darling is search engine optimization, a barely understood sorcery that involves rearranging the numerous...
The Democratization of Technology: New Systems Will Unleash a New Round of Creativity in Business Applications
NUMEROUS COMPANIES have introduced solutions over the past year that enable users to more easily develop, modify, and maintain on-demand applications. On-demand platform-based application development and deployment is now an important and growing part...