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. 14, No. 1, January

5 for 10: Cutting-Edge Technologies Are Altering the Possibilities That Are Open to Us. Is Your Company Prepared to Embrace the New?
The telephone. The personal computer. The Internet. Can you imagine our world without these commonplace offerings? These mainstream mainstays were once considered innovative technologies with perhaps no more than a hint of budding promise--but with...
A New Decade Brings New Ideas
AFTER THE ECONOMY hit the skids in the fourth quarter of 2008, many top-level executives regrouped and communicated to the rank and file and to the public the need for innovation. It's true that innovation is one of the driving forces behind success...
Are You Smarter Than a Neuromarketer? Companies Have Always Aimed for the Customer's Heart, but the Head May Make a Better Target
Neuromarketing is reaching consumers where the action is: the brain. What do consumers want? That question continues to fuel American capitalist society--and may never be fully answered--but one relatively new group is boldly promising an innovation...
A Social Strategy That's A-OK: OK Labs Forgoes Traditional Marketing in Favor of a Community-Based Web 2.0 Approach
* Tell us about your organization. Open Kernel--OK Labs--is a three-year-old start-up that was born in Australia and is now headquartered in Chicago. My role when coming on board was to build up the brand and, most importantly, create awareness among...
Assessing Your CRM Situation: You Can't Know Where You Are Unless You Look-And Look Hard
MOST CRM USERS invest significant effort and resources in their initiatives. Fewer take the time to determine whether they're getting the optimal return on that investment. The CRM Assessment is a cost-effective way to identify and resolve issues that...
Contact Center Innovation: What to Expect in 2010: Organizations Must Change Their Mission and Culture to Benefit from New Technologies
IN CONSIDERING the concept of innovation, we generally think about technology--new and beneficial systems or applications. Contact center managers certainly depend on vendors to deliver continually improved technology as an effective way to reduce...
Cook, Clean, Watch, Buy: Video Adds a New Dimension to Electric Shopping's Products and Dramatically Improves Conversions
Rarely do domestic appliances become film stars, but they do at Electric Shopping--a process that can cost a fortune in time and money. "We had to design the shoot, script it, get all the people ready," recalls Rob Levy, chief executive officer of...
Everything Old Is New Again: Innovation Is Change, but Change Isn't Necessarily Innovation
CRM HAS ALWAYS BEEN LUMPED into the category of technology, so as the tech market goes, so goes CRM--despite the fact that all the technology in the world won't get businesses closer to the people they serve if it's used poorly. But technology is a...
Here, There, and Everywhere: Knowing Where Consumers Are Can Reveal a Lot about Who They Are
[ILLUSTRATION OMITTED] Talk about being in the right place at the right time:When Natasha Leger debuted LBx Journal, the publication she cofounded, at last May's Where 2.0 conference, she thought of that first issue as a much-needed solution to...
Innovation by Design
Innovation is rarely about the latest gadget or the coolest gizmo. That's Roberto Verganti's contention in his new book, Design-Driven Innovation--the phrase he uses to characterize a change that really shakes up the market. By introducing a new perspective,...
Innovation Picks Up Static: In the Pursuit of Consumer Sentiment, Has the Industry Skipped over Speech Analytics and Jumped on the Social Media Bandwagon?
Recent Harris Interactive research on online consumer behavior finds people increasingly utilizing social media to share experiences--good and bad--when it comes to their interactions with companies. [ILLUSTRATION OMITTED] Twelve percent of respondents...
Knitting Together a Community of Enthusiasts: With Podcasts, a Blog, and Social Network Participation, Lion Brand Yarn Weaves Itself into the Fabric of the Customer Experience
[ILLUSTRATION OMITTED] A 130-year-old yarn company with cutting-edge social media participation? Now that's not something you hear every day. Lion Brand Yarn, a retailer of yarn and knitting and crochet patterns, has woven together an impressive...
Location, Location, Location: To Get Back to More Personalized Content, Companies Are Discovering Geolocation Technologies
THE RECENT NEWS that microblogging service Twitter was ready to support geolocation data--storing latitude and longitude coordinates on a per-tweet basis--has the business and social worlds abuzz about the potential monetization opportunities. Potential...
Pursuing a New Policy: The Insurance Industry Is Slowly Shifting from Traditional to Trendy
Risk-averse. Conservative. Traditional. Three common descriptions of the insurance industry--and when it comes to embracing new technologies, insurers often get stuck with the same labels. Don't tell that to the Gecko--the Geico spokesreptile has...
Scratching the Surface: A Luxury Hotel Utilizes Surface Computing from Microsoft to Deepen Relationships and Its Brand Promise
[ILLUSTRATION OMITTED] When it comes to technology, Hotel 1000 takes the "checking out" process quite seriously. The three-year-old Seattle facility has installed in its 120 guest rooms and 47 luxury residences some accommodations you might not...
The Ledge of Allegiance: What History-And a Survey of Current Behavior-Can Teach Us about the Threat to Customer Loyalty
AS THE GLOBAL ECONOMY recovers from one of the most challenging business environments in decades, history may provide a few lessons. At the onset of the Great Depression, for example, two companies dominated the packaged-cereal market, but one--The...
The New Reality Will Be Augmented: Merging the Digital and the Real to Create an Engaging Experience
Augmented reality has been around for some time, but by any measure is still in its infancy, and at best remains experimental. AR animations are still simple, don't have a lot of interaction beyond rotation, and require moderate ability to line up...
This Year's 'Swell Set: The 2009 Groundswell Awards Congratulate Cutting-Edge Companies Mastering Social Media
What do a yarn manufacturer, the NASCAR racing circuit, and a credit-report company have in common? Well, for starters, they're all using online communities to invigorate customer relationships--and they all got some attention from industry analysis...
Where Does Innovation Come from? Perhaps More Than Ever, It's a Good Idea to Look for Good Ideas. but Where Are They Hiding?
[ILLUSTRATION OMITTED] "History should be our guide. The United States led the world's economies in the 20th century because we led the world in innovation. Today, the competition is keener; the challenge is tougher; and that is why innovation is...