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. 13, No. 4, April

2009 Rising Stars
[ILLUSTRATION OMITTED] WHO KNOWS where innovation--successful innovation--comes from? There's no formula for the concept, certainly--no recipe for the ingredients required. You have to ensure not only the invention of a better (cruelty-free) mousetrap,...
2009 Service Elite
THE COMPANIES that truly understand customer service could probably find a way to provide it without having to rely on technology--but they know better than most just how valuable those tools can be. Customers, on the other hand, often want as little...
2009 Service Leaders
"SERVICE" continues to confound the CRM industry: Is service a goal unto itself, or a means to an end? True CRM leaders recognize that service is really neither--and both; service is now (and in fact has always been) part of a bigger picture, a holistic...
Bad Billing Will Kill off Your Biggest Buyers; More Than Half of Telecommunications Carriers Don't Measure Customer Satisfaction When It Comes to Enterprise Billing
In dealing with telecommunications service providers, dissatisfaction is a familiar consumer refrain, often due to confusing billing statements. Turns out, however, that the pain is felt among enterprise customers as well, with 10 percent dumping their...
Bundled Offerings, Better Retention? as Service Providers Expand Their Combined Multimedia Packages, Customer Service Requires Attention
The recession has had a dramatic impact on just about every imaginable industry vertical--but arguably none has suffered more than the telecommunications sector. During a time in which most consumers are looking for the best deals possible while...
Can You Hear Me Now? Wireless Service Providers Aren't Listening to Their Loudest Customers
In the wireless industry, new customers are hard to come by. Unlike some other goods and services sacrificed in a down economy, few consumers are going to give up on wireless completely--but they may be willing to hang up on a particular provider....
First Steps Are Always Critical; before the Design and Deployment Stages Begin, Planning Is Everything
CRM IMPLEMENTATIONS have long relied for their success on people, processes, and technology. For my next three columns, join me on a journey to implement a large social media initiative--CRM's newest frontier--at one of our long-term customers, a global...
Hear Ye, Hear Ye, Tell All about It
The relationship between satisfaction and loyalty may be correlated, but according to the authors of Answering the Ultimate Question--Richard Owen, chief executive officer at Satmetrix, and Laura Brooks, the company's vice president of research and...
Is Customer Experience Relevant in a Recession? Only If You Remember Why It Mattered in the First Place
IN THIS DIFFICULT financial atmosphere, organizations are no doubt questioning the value of customer experience. Critics claim that price is all that matters now. "Forget the experience," they say. "Customers are looking for the lowest price and will...
Knowledge (Management) Is Power: The Need for Knowledge Now Permeates the Enterprise
THE KNOWLEDGE MANAGEMENT (KM) market continues to grow, as companies seek to enable their customer service representatives (CSRs) to locate specific product- or service-related information, answer any customer inquiries, and move on as efficiently--and...
Power to the Consumer: New Federal Laws Require an Opt-Out for Prerecorded Calls-But That Just Might Lead to Better Relationships
[ILLUSTRATION OMITTED] In its efforts to ease tension between telemarketers and their unsuspecting prey--that is, consumers--the Federal Trade Commission (FTC) often restricts callers. The right to make automated, recorded calls, for example, has...
Service with a Smile
DESPITE their best efforts to cut customer support costs during the last U.S. recession in 2001, organizations are looking to cut more. What's different this time--thanks to technological innovation--is that they have more options. Instead of merely...
Social Customers Want to Engage: But Are You Prepared to Let Them?
IT'S BEEN FIVE YEARS since I started talking about the social customer--someone not only engaged with the institutions he's doing business with but also willing to engage his peers. I had good reason: In 2003, the most-trusted source among respondents...
Social Support for Software: Vendors Unleash a New Round of Community Forums for Their Customers
[ILLUSTRATION OMITTED] For Blake Kadatz, vice president of marketing for Vancouver-based marketing firm Antarctica Digital, participating in a social community requires faith. "The motto is, 'By sharing your knowledge, you hope that others will...
We Reserve the Right to Screw Up Your Service; Service Gaffes Are Part of Life, but Some of Them Are Just Astounding
AS THE POWERS THAT B E have ordained that this issue of CRM shall be completely dedicated to the concept of service--because of some awards we're giving, I think--they have prevailed upon me to bring some of that to my column this month. April is also...
Your Customers Want You to Know Them; Consumers-At Home and Abroad-Are Demanding That Companies Address Their Needs
PERSONAL SERVICE--once considered "common courtesy"--has become an anomaly. But customer relationships are developed one experience at a time, and a single interaction can make or break a relationship. In an economic downturn, relationships are...