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. 1, January

27 Databases, 1 Quality Process: Scouts Canada Integrated Its Nationwide Membership by Unifying Data
Members of Scouts Canada are expected to be "wise in the use of all resources"--perhaps a lot to ask of a child, but equally daunting for a CRM project. That didn't stop the leadership of the organization from trying to unify its fragmented membership...
5 Ways to Refocus Your CRM Efforts: This Year, Seize New Opportunities for Gaining-And Keeping-Customer Loyalty
IN TODAY'S WORLD of diminishing loyalty organizations must maximize their relationships with customers. So, what can CRM user companies do differently in 2005 to improve their CRM results? Here are five recommendations. [ILLUSTRATION OMITTED] ...
6 Secrets to Selecting the Right Contact Center Location: Critical for Success Is a Balanced Solution That Meets the Needs of Both an Organization and Its Customers
Too often organizations take a tactical, cost-focused approach to customer service, instead of developing a holistic strategy that serves to build satisfaction and sales opportunities while keeping costs in check. This cost-only approach has led many...
Branding: It's All about the Experience
IRECENTLY bought my 7-year-old daughter, Claudia, a new hairbrush. It has a metal frame that allows hot air from a blow dryer to flow through it. Claudia scrutinized the brush with a wrinkled nose and furrowed brow when I gave it to her, and turned...
Capturing Loyalty in Business Travel: A New Study Examines Customers' Selection Criteria between Travel Suppliers' Web Sites
Travel operators have room to improve as they try to own the direct relationship with the customer, according to a new Keynote Systems study. The study examined the habits of 1,500 business travelers. The study concludes that experienced travelers...
Changing "My" Clients to "Our" Clients
How do you get buy-in for CRM when your primary users guard their client information like a priceless treasure? As law firms increasing move to adopt CRM, this dilemma is their greatest challenge. Many legal practices are now adopting CRM because...
CRM Integration Can Boost the Bottom Line: Global Industrial Increased Revenue by Integrating Its Front and Back Office
Salespeople for industrial supply company Global Industrial were hampered by limited visibility. The division of direct marketer Systemax had previously used a legacy system that stored customer information generated by catalog and online campaigns...
CRM with No Money Down: Open Source CRM Vendors Are Trying to Transform the Industry
Open source may finally be arriving on the CRM scene. While still a minority in the market, a growing number of companies are choosing to provide CRM software free of up-front expense. As companies like Red Hat have demonstrated, free software can...
Dedicated Call Center Agents Make a Difference: Vision Improvement Technologies Uses Specialized Telemarketers to Stimulate Results
Vision Improvement Technologies (VIT) sells not a product, but a concept--its See Clearly Method, which promotes vision improvement through exercise and nutrition. Because of its complex nature, having contact center agents who answer calls for several...
Do Your Customers See Your Value? Organizations Must Show the Value of Their Offerings If They Want to Command More Than a Commodity Price
STRATIVITY Group's recent Global Customer Experience Management Study revealed to us that 50 percent of sales professionals cannot justify the prices of their firm's products and services. [ILLUSTRATION OMITTED] Instead, salespeople often blame...
Give Dealers a Virtual Rep: Specialized Bicycles "Adds" to Its Sales Force with a Comprehensive Dealer Portal
The employees of Specialized Bicycles take great pride in their devotion to cycling. In fact, Specialized employees are often found cycling up to 20 miles during their lunch break. This devotion sets high standards within the company, so when building...
How to ... Avoid CRM Upgrade and Replacement Mistakes in 5 Steps
Whether your company uses "green screens" or a late-model on-demand CRM application, sooner or later the time comes to implement a major upgrade or even migrate to a new CRM system. Before committing to change, consider the following tips: 1. Identify...
Profits, One Customer at a Time: CRM Strategists Often Speak of Improving Company Performance by Boosting Revenue on a Per-Customer Basis. CRM Magazine Cuts through the Hype to Examine What Individual Customer Profitability Can-And Cannot-Do for Your Business
Quarterly profit and loss is ultimately just an abstract aggregate of countless customer interactions. But company performance is bolstered or weakened one customer at a time, which is why it is no surprise that CRM theorists and practitioners often...
Secret of My Success: Aviall Services Uses CRM to Improve Collaboration-And Revenue
* Why CRM? Our customers are repeat customers; we've had some of them for 70 years. Our sales reps have a lot of knowledge they don't think is necessary to share--they keep that locked up in their heads. We wanted to get that tribal knowledge into...
Statistically Speaking
* In a recent study IDC projects a 6.9 percent compound annual growth rate (CAGR) through 2008 in business and IT services, a faster clip than overall global GDP. Performance in the United States is expected to be just shy of the global average, at...
The 6 Most Overlooked Customer Touch Points: Think the Only Impressions Your Company Makes Are through Branding, Sales Calls, and Customer Service? Think Again. Mishandling Interactions like Reference Management and Billing Can Cause Customer Defection as Quickly as a Poor Contact Center Experience
GOOD RELATIONSHIPS DEPEND on the little things, but it takes more than just first-call resolution or prompt follow-up from a sales rep to fulfill CRM's promise. Even businesses with sophisticated CRM strategies lose valuable customers to the mismanaging...
The Next CRM Hot Spot? Latin American Companies Add Flavor to Their Services
Latin America is developing as a hot spot for the call center market. According to the Data-monitor report, "Opportunities in Caribbean and Latin American Call Center Markets to 2007," through 2007 that area will be the world's fastest growing call...
The Race to Drive CRM Adoption; Month 7: Churchill Downs' Focus Shifts to Uniquely Executing Its Overarching CRM Initiative at Each Track
A DOZEN marketing and IT directors from Churchill Downs' various tracks converged on corporate headquarters in Louisville, KY, marking the first time they had gathered in one location to discuss the CRM initiative. The event was the firm's two-day...
Who Is the Voice of Your Company?
While it might only be a computer on the other end of the line, that voice represents your company to thousands of customers every day. Is that voice a pleasant one? Is it delivering a message that is consistent with that of the rest of the enterprise?...
Will CRM Put You out of Business? Take a Lesson from the Airlines in How Not to Use CRM Technologies
REMEMBER how the airlines used to operate? [ILLUSTRATION OMITTED] Rewind to the 1970s: The air traveler was treated like a king (or queen), with lots of legroom, spacious facilities, and well-stocked pantries. Although the travelers paid a high...