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. 8, No. 10, October

12 Ways to Boost Productivity
Contact centers are at the care of customer satisfaction. But they're also constant targets for cost-savings efforts. As a result, managers are always searching for ways to spur productivity that will balance the needs of the customers, the agents,...
Abbott Laboratories' Shocking Ethics Gambit: The Pharma Firm Turns to a Video Game to Bolster Compliance Training
Abbott Laboratories wants to keep its employees engaged and alert for the mandatory ethics-and-compliance sessions the company holds for all its employees, so high-voltage electrodes are now part of the training program--virtually, in any case. The...
Anytime Is the Right Time for CRM
I RECEIVED an email last week from a visitor to our Web site, destinationCRM.com, asking if I thought CRM was right for a company that considers its "customers" to be the facilities it maintains, because they are the recipients of this firm's services....
Armed and Ready for ROI
CHALLENGE: Remington Arms is one of the country's oldest continually operating manufacturers of sporting good and products for the hunting and shooting markets. As a challenge unique to the industry, the company must respond to the constant evolution...
Averting Customer Data Loss
Do you have any idea what your customer data is worth? Have you ever considered what would happen if you lost it all? Data, according to Wayne Eckerson, director of research at The Data Warehousing Institute, is like the blood pumping through any...
Can a Single Vendor Satisfy an Organization's Complete CRM Needs?
* Derek Pollitt, associate director of CRM strategy, development, and deployment, Bell Canada "We're a big company--I like to joke that we probably have one of everything around here. I'd like to ease the integration part and go with just one vendor,...
Cinergy Moves Customers from Dialing to Dial-Up
Utility company Web sites may not be the Internet's most popular domains, but Cinergy Corporation sought to make its Online Services Web site a more popular destination than its call center. The diversified energy company wanted to relieve its representatives...
CRM Is Go! Affordable Solutions and Appealing, Long-Term ROI Are Driving Young Firms to Launch Major CRM Initiatives during Start-Up
Essentials for a 21st-century start-up: Business plan? Check. Line of credit? Check. CRM strategy? Check. CRM has evolved into far more than a strategy for 100-year-old international enterprises. Now, many young companies are building...
Database Marketers Mine for Perfect Customer Segmentation
Critics used to accuse marketing of being more art than science--educated guesswork coupled with gut instinct about what worked and what didn't. But today, applying focused analytics database marketing can bring a little method to the madness. In fact,...
Get Your Facts Straight
AT THE RECENT FROST & SULLIVAN SALES & MARKETING EXECUTIVE SUMMIT, CRM MAGAZINE EDITOR-IN-CHIEF GINGER CONLON JOINED FOUR TOP EXECUTIVES FROM LEADING VENDORS TO DISCUSS HOW CUSTOMER COMPANIES CAN BENEFIT FROM UNDERSTANDING DATA AND TRACKING...
Healthcare Organizations Turn to CRM to Cure Their Ailing Customer Strategies
Catering to the needs of potentially hundreds of thousands of patients undergoing everything from acupuncture to CAT scans is a headache two aspirin won't cure. As a result, the healthcare industry is increasingly turning to the same sorts of CRM strategies...
Heard and Overheard
"It's no longer good enough to build the best product--the guy who builds the number-two product is still pretty good. The challenge is to provide the customer service that makes the difference." --Barry Libenson, CIO, Ingersoll-Rand "If information...
How to ... Manage Customer Expectations
Making the sale is paramount, but no customer relationship will stand the test of time unless it is built on a sustainable cycle of give-and-take, with clearly defined roles for each party. Surprises and inequities are not the stuff of long-term engagements....
Is There a Right Way to Outsource?
The issue of outsourcing has caused more of a sensation in the media recently than perhaps ever before. But that's because its definition is still pretty fuzzy for most of us, says Michael Corbett, author of The Outsourcing Revolution: Why it Makes...
Racing to Win Customers
CHALLENGE: Open to the public only three weekends a year, Michigan International Speedway (MIS) is that state's largest sports venue--and has just seven chances each season to generate sales. The NASCAR Nextel Cup Series is hosted at the speedway once...
Secret of My Success: Solicitors on the Client-Service Team of U.K. Law Firm Eversheds Commit to CRM
* Why CRM? We knew there were things we could do better with regard to managing the relationships between each client and the various members of the client-service team. We needed vital information to be visual and accessible to all. That's critical...
Shortlist Advice for Selecting Midsize CRM Suites: Choosing an Application That Will Best Meet the Needs of Your MSB
LIKE BUSINESSES of all sizes, CRM projects for midsize businesses (MSBs) should be based on the organizations' CRM visions and strategies. CRM visions and strategies at any level usually require some amount of technology support. Where midsize firms...
The Age of Fluff-Free ROI: Companies Are Increasingly Calculating Their CRM Returns on Hard Numbers
It has been all too easy for CRM pundits and promoters to trumpet the present as an age of true return on investment for CRM, dismissing large investments made in CRM technology and strategy during the rapid-growth era of the late 1990s as ignorant...
VoIP in the Contact Center: Another Fad or Here to Stay?
For some progressive contact center managers, Voice over Internet protocol (VoIP) has been the latest solution in the search to cut costs. But today contact centers that use VoIP are beginning to see other outcomes, especially increased flexibility....
What Happens When the Big Picture Blurs? Month 4: Focusing Too Narrowly on One Aspect of a CRM Initiative May Cause You to Lose Sight of Your Ultimate Goal
PROJECT-management prowess has kept Churchill Downs' CRM initiative, which in year one includes the implementation of E.piphany 6.5 and several customer-analytics applications, on track. As the deadline for completing the first phase of the data mart...
What Users Want: Integration, Integration, Integration (Oh, and Easy Access to the Information They Need, When They Need It)
There's no denying that CRM systems today are robust. They do just about everything but close the sale for you. [ILLUSTRATION OMITTED] So what's really left to add? CRM magazine interviewed more than three dozen managers and line-of-business...
What We're Not Putting into CRM Systems: Are You Giving Salespeople the Information They Really Need?
I HAD THE opportunity to attend a CustomerThink forum recently, where CRM experts from Asia, Europe, and North and South America gathered to share their experiences on how this marketplace is evolving. One of the issues explored was the reasons behind...
You're Fired! Is "Firing" Unprofitable Customers Ever a Good Idea?
I JUST GOT FIRED. You did, too. AT & T recently announced that it is pulling out of the consumer telephone market to focus on its B2B customers. Consumers wanting to reach out and touch someone will need to do it on someone else's network...