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. 10, No. 8, August

A Real-Time CRM Software Capabilities Test: ISM's Yearly Winners Must Meet Five Functionality Benchmarks to Make the Grade
FOR THE PAST several years I have frequently spoken and written about the customer relationship management industry's next wave--real-time CRM. In fact, real-time CRM will be the theme of my closing address at the DestinationCRM 2006 Conference (turn...
A Treatise concerning the Flogging of Expired Equines: Sell Me Once, Shame on You; Sell Me Twice, Shame on ... You
THIS MONTH'S COLUMN is less humor than pique. I wonder sometimes if people don't hold onto their sales receipts as long as they should. Perhaps if we didn't throw that slip out with the wrapping paper, we wouldn't keep buying the same thing over and...
Business Problem: Channel Managers Are Struggling to Exchange Customer Info with Their Partner Network; Tech Solution: Partner Relationship Management Tools
Dealers, agents, VARs, wholesalers, and distributors are the matchmakers of business--AMR Research estimates that 70 percent of companies today earn most of their revenue through these indirect channels. Partner relationship management (PRM) tools...
CCOs and the Power Core
Despite lip service and their best intentions, most executives only sing about being customer-centric and don't actually deliver on that promise. Different divisions and departments in corporations can fail to communicate and act as a team, creating...
Clicking the Tires: The Chrysler Group Talks to Site Visitors through eStara during Potential Purchase Opportunities
There's an unmistakable trend under way in the automotive industry--consumers are going from tire kicking to tire clicking, increasingly using the Internet to gather product information and, in some cases, to make purchases. One source for this article...
Conventional Wisdom: Phoenix Flies High with Effective Travel, Hospitality, and Convention Business Marketing
More than 13 million people visit the Phoenix area each year, contributing more than $6 billion to the local economy. Tourism in the Phoenix area also accounts for approximately 235,000 jobs. In addition to tourists, Phoenix also boasts a booming convention...
Culture and Skills: The Right Route; Sending Customer Service Queries to Employees Who Are Not Trained in Customer Care Is the Wrong Way to Go
AS A STANDARD part of marketing their wares, all technology vendors like to present the possibilities of a thrilling future driven by their products and services. In the contact center space, one of the most common visions of that bright, shiny future...
Every Day I Stand the Queue: Contactless Payments and Line-Busting Techniques Are Penetrating Busy Retail Venues, to the Delight of Shoppers and Staff
Ikea, the Swedish home furnishings retailer, relies heavily on grand openings and other special promotions, according to Mike Hawk, Ikea retail systems business analyst. But those openings were so popular that there were severe bottlenecks at the checkout...
Eye on the State: Local and National Governments Are Turning to CRM to Satisfy the Citizen-as-Consumer
Businesses have been raising the bar of customers' service expectations in the private sector for years; now those heightened expectations are crossing into the public sector. Pressures on elected officials to manage costs and improve what some within...
Marketing Investments: Three Tips for Increasing Operational Efficiency; Get More Dollar Value by Paying Less, Going Lean, and Outsourcing More
AN INCREASINGLY complex environment is eroding the impact of marketers' investments. Extensive media fragmentation, combined with the sheer volume of messages, makes it nearly impossible to reach today's consumer. The outcome is no surprise: Direct...
Money Changes Everything: Callidus Helps a Financial Force Straighten out Its Transactions
Banks, like any other business, have to sell products and services to make a profit, be they savings accounts, lines of credit, or mortgages. Personnel typically receive a commission for referring business to the right officer, or for closing the deal...
SAP Continues Its Enterprise SOA Push: The Enterprise Software Company Underscores Its On-Demand CRM Capabilities While Continuing with Its Enterprise Services Architecture Approach
Orlando may be a family entertainment mecca, but at SAP's SAPPHIRE '06 Orlando user conference, which hosted more than 15,000 attendees, enterprise services architecture (ESA) was the main attraction. ESA, according to SAP, is the combination of enterprise...
Secret of My Success: PRM Goes VARs(ity); A Software Manufacturer Finds That Siebel Functionality Fits
Jim Chilton, vice president of technology and systems for SolidWorks | as told to Colin Beasty * What problems were you facing? SolidWorks produces 3D modeling software and solutions for other companies and has experienced phenomenal growth in recent...
Seeing Red over Broken Wings: The Marketing of Energy Drinks to Four-Year-Olds Cues Questions of Social Responsibility
A pink cartoon bull sporting a T-shirt and a wide, toothy smile greets you at Red Bull's Web site. The highly caffeinated, supplement-enriched "energy drink" vendor's site includes graphics of motorcycles blazing down the street and snowboarders speeding...
Statistically Speaking
* Worldwide CRM software revenue totaled $5.7 billion in 2005, a 13.7 percent year-over-year increase, thanks in large part to license and maintenance revenue, according to Gartner's "Market Share: CRM Software Worldwide, 2005." SAP retained its top...
The Maturation of MRM: Marketing Resource Management Is Growing Up-And Adding Muscle to ROI-As Companies Seek to Codify Strategies and Track Marketing Budgets
"HALF the money I spend on advertising is wasted--trouble is, I don't know which half." John Wanamaker, father of the American department store (and creator of the first copyrighted store advertisement), made this quip more than a century ago. His...
The Response You Don't Want
PUSH EVEN a mildly stubborn employee to do something he doesn't want to do, such as use a new CRM system, and you might hear "Or else, what?" If you're not careful, an uncomfortable standoff may ensue. An undiplomatic manager, in response, might do...
The Why Factor in Speech Analytics: Don't Allow the Customer Information That Lies in Recorded Calls to Go Unreported and Unnoticed-Incorporating Speech Analytics Can Help Improve Business Areas Enterprisewide
Speech analytics (SA), the process of analyzing recorded calls to glean information, brings structure to customer interactions and sheds light on information buried in customer telephone interactions with an enterprise. But the value of SA is truly...
Try It, You'll like It: Nailing Sales End-User Buy-In Has Been a Long-Standing Challenge for Organizations That Decide to Implement a CRM System. Here, How to Gain Compliance and What to Watch For
Failed CRM implementations aren't new; incompatibilities between people, processes, and technologies have always been a concern. But even after a decade of industry advice about helping employees to help themselves, C-level executives, working to gain...