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. 15, No. 7, July

Better Outreach with Outbound: Mass-Messaging Systems Help Keep Constituents Informed
Government has embraced CRM principles to address the opportunities and challenges of delivering improved public services cost-effectively. CRM methods, processes, and lessons learned in the private sector are being adapted for the public sector. ...
Brand Those Tweets: K9Cuisine.com Generates a Revenue Increase Simply by Keeping Its Name in Tweeted URLs
K9Cuisine.com, a premium pet food and treats company, looked to social media as a way to promote brand awareness and generate Web site traffic. The company had begun using Twitter in early 2009 and had been on Facebook just prior to that, but its efforts...
Census Bureau Takes to the Cloud: Acumen's Customized CRM Application Manages Partner Organizations and Provides Extensive Reports
The U.S. government was dealing with a lot of data during the 2010 Census--and that's an understatement. Even before a count of 308,745,538 people was reached, the Census Bureau knew it needed a system to gather and organize an overwhelming mass of...
Closed Loop Opportunity Tracking
BUSINESS PROBLEM Within high-technology companies there is no shortage of systems to manage opportunities: CRM, PRM, Deal registration, Design-win, and special pricing/quoting systems to name a few. These systems do a great job of identifying and...
Contract Management Solves Contract Chaos and Accelerates Successful Deals
Like thousands of organizations you've invested in the power of Salesforce.com to help you manage your business. Isn't it time you bring the same power and control to the contract process? According to industry studies, managing the contract process,...
Deliver a Superior Cross-Channel Commerce Experience: Attract More, Retain More, and Sell More
[ILLUSTRATION OMITTED] Now more than ever, customers--not companies--are in charge of the buying process. Before making a purchase, customers often go online to conduct comprehensive research and check features, pricing, and shipment options. Many...
Digital Deals Du Jour Groupon and Others Put Group Buying Discounts on the Menu
[ILLUSTRATION OMITTED] They are the newest, hottest thing to hit social media, giving consumers hefty discounts on goods and services. Called group buying services, they also resonate with small to medium-sized local merchants that are attracting...
EchoSign Knocks 2-3 Days off Our Invoice Cycle
"EchoSign is an elegant SAAS application. I can never go back to filing paper documents." --David Fitzgerald, Executive Vice President, Brainshark COMPANY OVERVIEW Brainshark is the leader in on-demand multimedia for business, transforming...
Effective Knowledge Management Requires Ongoing Maintenance: KM Projects Can Fall Prey to "Launch and Leave"
When it comes to knowledge management (KM), there's no such thing as a free ride. TSIA Research has long maintained that creating reusable repositories of knowledge articles offers such a compelling return on investment story that even poor implementations...
eSurvivor Commerce Challenge: Fierce Battle Favors Those Who Adapt Best to New Market Dynamics
[ILLUSTRATION OMITTED] SURVIVAL OF THE FITTEST, that Darwinian credo, captures the state of the retail industry. In February, Borders--which has been in business since 1933, employs 17,500 people, and generated $2.8 billion in 2009 (its last fiscal...
Extra Space Storage Cuts Costs with Easy and Fast In-Person Electronic Signatures
Extra Space Storage owns and/or operates approximately 900 self-storage properties in 34 states--the largest owner/operator of self-storage properties in the United States. Extra Space Storage launched DocuSign, successfully cutting costs and accelerating...
Fundamentals Trump Everything: Providing an Extraordinary Experience Should Never Compromise the Basics
"ALL COMPROMISE is based on give and take, but there can be no give and take on fundamentals. Any compromise on mere fundamentals is a surrender."--Mohandas Gandhi Quoting Gandhi turns out to be a real conversation stopper; test it out at a cocktail...
Gas Prices Fuel UCS, Web Conferences: The Need to Reduce Travel Spurs Front-Office Solutions
WHAT A DIFFERENCE a year makes. As I write this, the price of gasoline is ranging from $3.70 to well over $4 in some states. Last year, when I delivered the CRM Evolution keynote, gas cost at least 80 cents less, according to the people who track prices....
How Marketing Automation Increases Your ROI on CRM
In this new age of high-tech, most organizations have gone beyond Rolodexes, paper lead sheets or Outlook address books and have adopted CRM systems. These systems provide excellent return, but could you be getting more? Both CRM and Marketing Automation...
Just the Facts? Not Really: Many Firms Use Analytics Data Inconsistently and Rely on Personal Experiences When Engaging Customers
Asked to evaluate how well they use analytics to drive decisions and enhance the customer experience, most organizations respond with perceptions that are very different from reality, according to research from Accenture. Accenture's Customer Analytics...
Mobile Commerce: The New Retail Therapy: Shopping Trend Empowers Consumers and Challenges Business Strategies
[ILLUSTRATION OMITTED] SHOPPING SPREES soon may have nothing to do with admiring mannequins adorned with the latest fashions through store windows. Instead, whipping out your smartphone without taking a step outside the comfort of your own home...
Never Underestimate the Power of Traditional Methods: It's Not the Medium but, Rather, How You Use It to Engage Customers That Counts
I PROBABLY spend more than two workweeks a month on the social Web doing things to encourage digital interaction. I tweet, retweet, get retweeted, create hashtags, generate comments on blog posts, find myself the subject of posts, and am told that...
Our New E-Commerce Reality
THREE fast-moving developments are threatening to disrupt e-commerce as we know it. Improvements in first-generation recommendation engines (used by sites such as Amazon.com), the maturity of mobile commerce, and the emergence of group buying services...
Pint of View: Children Are the Currency: Courting Kids in the Experience Economy
IF THERE'S ONE THING on which we modern-day CRMists can agree, it's that the customer is king. Providing each customer with the most positive experience of your brand is the key to keeping him happy and engaged with you. Increasingly, the value of...
Quote to Cash Inside the Salesforce Cloud: 100% Force.com Native Applications
Every sales executive and CEO wants to reduce the Quote To Cash cycle. The challenge however, is that the tools available to make the quote, proposal, and contract processes more efficient are either MS Office and email, or are applications that are...
Rx for Social Intelligence Center: Mix Skilled Workers, Listening Platform, and Measurable Objectives
THE POPULARITY of social media is no secret--four out of five U.S. consumers take part. For brands it's become important to listen to the groundswell, engage with customers, and glean insight from online discussions. Some companies have even set up...
Sales-Finance Synergy in the Cloud Leads to Growth, Efficiency and Profitability
Sales and finance have traditionally been two distinct business functions with seemingly very different missions. One drives revenue, the other watches the bottom line. They're often even at odds: sales can view the targets and restrictions imposed...
Smartphone Shopping Sprees on the Rise: Half of Americans Use Their Mobile Devices to Make Purchases, Study Shows
Shopping mall parking lots may be getting a bit less populated, according to "Marketing a Mobile Shopper," a study by Arc Worldwide, Leo Burnett's marketing services arm. The research reveals that the traditional shopping journey is changing, with...
The Digital Age of Marketing: Gartner Forecasts That Social and Mobile Approaches Will Influence at Least 80 Percent of Consumers' Discretionary Spending by 2015
Taking a chunk out of consumers' wallets might require an upheaval of traditional mass-marketing campaigns. A recent report by analyst firm Gartner predicts that digital strategies like social and mobile marketing will influence at least 80 percent...
Utility Giant Re-Energized: A Major American Energy Company Uses a Customized Sales Program to Cross-Sell Its Way to Higher Profits
When outsourcer Aegis was given the opportunity to assist a leading energy retailer with outsourcing, the challenges included increasing market share, retaining customers, decreasing margins, maintaining load management, selling renewable energy, and...
Welcome to CRM Magazine's 2011 Annual Buyer's Guide
Customer relationship management is seeing a resurgence in 2011, thanks to the confluence of cloud computing, mobile devices, and social networking. Together the three have conspired to blur the lines between home and office, personal and business...