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. 11, No. 2, February

A Rose Garland for Customer Satisfaction: The Kentucky Derby Host Spurs Its Web Site's Content Delivery to Gallop into the Winner's Circle
Trying to keep a content-driven Web site updated with a small staff of non-IT employees can be like running the Kentucky Derby on a three-legged horse. Churchill Downs, the host of the Derby, and owner/operator of multiple race-tracks in the United...
CRMmagazine Best Practices Series: Delegate Power ... to Your Customers
One of the biggest advances in recent years, in the way organizations interact with their customers and prospects is through web self-service. This around-the-clock method of answering questions, solving problems, and serving customers has been a boon...
Decrease IVR Hang-Ups: Want a More Effective Interactive Voice Response System? Here, 10 Do's and Don'ts
A POORLY DESIGNED IVR can frustrate and annoy its callers--and it's increasingly apparent that a bad IVR-customer experience can make an otherwise loyal customer question his loyalty. So what can a company do to minimize user frustration and keep its...
Deliver the Self-Service Your Customers Demand: Four Principles for Exceeding Customer Self-Service Expectations
We all want great self-service. Customers like it for convenience; companies like it because it can short-circuit expensive agent support. Unfortunately, great self-service is hard to find. Often it is a frustrating experience that drives customers...
eGain Busts: Five Web Self-Service Myths
Myth 1: "One size fits all" - one web self-service method fits all customers and their needs. Believe this one and you're really in trouble. The truth is customers and prospects prefer multiple ways to access information through self-service....
Execs, Not Tech: C-Level Personnel Will Drive the CRM Industry to New Heights in the Coming Years-Here's Why
EXECUTIVES understand the secret to driving a successful CRM initiative. It's about enhancing customer-facing business processes (30 percent of the initiative's success), securing buy-in for the enhanced processes (50 percent of success), and then...
Feedback Mountain: Enterprise Feedback Management Solutions Are Replacing Conventional Surveying Tools as Companies Seek a Centralized Surveying Framework That Leverages All Data
One of CRM's strengths, traditionally, has been to provide behavioral and transactional customer data. Measuring and predicting a customer's attitude toward a company and/or its products, however, is still quite new, and represents the third piece...
Finding Customer Clarity
THE LATE NBC NEWS anchor Chet Huntley's quote, "Maybe where there's clarity of air, there's clarity of thought," can easily be applied to customer attrition. Put into a CRM context, if you can understand why customers are leaving your company, you...
Hispanic Marketing Goes to Universidad: The First Hispanic Marketing Programs Crop Up in the Midwest and Online, Speaking to a Need in the Workforce for Multicultural Marketers
In any language marketing means understanding your customer. For multicultural marketers, this is often a difficult and complex learning process. Fortunately for the students at DePaul University, they have the chance to be taught. This winter, DePaul...
It's All about Me!
Everywhere I turn, the internet is about "Me." My News, My Mail, My Place, My Sports, My Music, My (you fill in the blank). It's all about "Me" and "My." I now have the power to define my immediate world by surrounding myself with My Favorite people,...
Jamaica's In: Small Companies Find the Island Attractive Due to Its Close Proximity to the United States and Its Well-Educated, English-Speaking Workforce
Jamaica, known throughout the world for its reggae, rum, and Rastafarianism, now has a new claim to fame as the Caribbean's top choice for investors looking to establish nearshore call center operations. The island's government has made vigorous efforts...
Keeping the Store: Information-Based Marketing Programs Deliver Real Value without Companies Having to Spend Millions
LOYALTY PROGRAMS have existed for decades, yet few have produced discernible impacts--and many have, instead, destroyed value for retailers. An analysis of more than 50 U.S. retailers over the past 10 years reveals that store sales growth for retailers...
Lazy Sheepdogs, Annoying Sheep: A CRMudgeonly View of the Vendor-Consumer Relationship
IT'S HARD TO PLEASE CONSUMERS--I know this from both sides of the transaction. As a consumer I know that I'm rarely truly happy with anything for long, and as a producer of genius commentary on CRM, I know how difficult it is to predict what the audience...
Lessons in Self-Service Leadership
By now, most companies have come to realize that effective self-service is an essential component of any CRM strategy. From the customer's point of view, self-service is important because it allows them to get immediate answers to their questions...
Marketing Dollars and Scents
Does the aroma of freshly baked chocolate chip cookies make you want to reach for a cold glass of milk? The California Milk Processor Board (CMPB) certainly hopes so. Its new "Got Milk?" campaign was launched this past December in San Francisco with...
Maximize Profits: Empower Customers and Partners with Web Self-Service
The internet has dramatically changed customer expectations. Quick and easy access to the right products and services, personalized interactions and direct access to account information are no longer market differentiators--they are requirements....
Mercurial Marketing: Social Networking Sites Have Bloomed in the Past Year or So, but Just How Valuable Are They to Marketers and How Can That Value Be Leveraged?
Mothers, fathers, spouses, offspring, siblings, friends, neighbors, bosses, coworkers--for most of us these are the people with whom we develop relationships that influence, to one extent or another, how we function in society. These networks of social...
Mobile CRM: A New Addition to the CRM Editorial Fold, Talk, Talk, Talk Is an Occasional Service Piece That Gathers Industry Thought Leaders' Ideas and Opinions Surrounding a Particular Topic in Group-Interview Form. We Are Pleased to Present the Inaugural Installment Here. the Conversation Took Place Remotely on December 8, 2006
The past year was a whopper for mobile CRM applications. The market saw record growth, and mobile technologies continued to experience much interest and expansion as manufacturers drove new products and services to market. CRM vendors and corporate...
Next Generation Online Channel Reporting for Banking and Investment Firms: Companies Must Evolve Information and Account Management Capabilities to Retain and Grow Customers
Over the past decade new technology, global economics, and regulatory tightening have put pressure on the financial services industry to evolve how it approaches customers. Change is occurring across the spectrum of segments--from retail consumers...
North American Tech Companies Engineer Bolstered Service and Support Spend: Increased B2B Emphasis on the Customer Experience and Continued CRM Investment from Midmarket Companies Are Two Reasons Behind Expected 2007 Spending of More Than $1 Billion
North American tech companies will shell out $1.4 billion in 2007 for service and support, according to "Service and Support Technology Spending --Market Sizing and Spending Plans for North American Technology Companies," unveiled by the Service &...
Not Fade Away: Exhausting Customers in a Fierce Business Environment Erodes Profits through Loyalty Loss; Here, Some Winning Ways to Help Combat Customer Fade
Lackluster loyalty: It remains a constant problem as companies continue to miss the mark when it comes to creating and cultivating long-term customer relationships. The truism that it costs considerably more to acquire a new customer than it does to...
Remote Support for the Masses: A $3.2 Billion Arkansas Telco Turns to Self-Service and Remote Troubleshooting to Better Serve Its Nontechnical Customers
Forty-one percent of North American households have broadband Internet access at home, according to "North American Consumer Technology Adoption Study 2006," a Forrester Research study announced in July. As adoption of broadband services continues...
Re: Tooling
Business Problem: The sales department lacks the ability to accurately forecast, hindering its ability to design sales plans, restructure the sales force, and leverage information from other departments. Tech Solution: Sales Forecasting Tools...
Servicing the Law: Companies Are Now Paying CRM Vendors for Complete Comprehension When It Comes to Regulatory Software Products
The parade of Enron executives heading to court continues. In December Christian Rahaim, senior director of benefits in the company's HR department, was convicted of wire fraud and now faces up to 20 years in prison. But whether you believe the scandals...
Staying out of the Spam Folder
An estimated 16 billion sales emails are sent every day. Since email has revolutionized the way we do business in the 21st century, companies need sales professionals well versed in email techniques to get their message across efficiently, effectively,...
Watching the Wampum: An IT Outsourcing Advisor Turns to Expensewatch.com to Make Sure That Employees Get Reimbursed and That Customers Are Worth the Investment
* Tell us a little about your company. We're a procurement and life cycle management and business planning advisor firm that assists companies in their decision-making process when it comes to outsourcing their IT needs, including services such as...
Web Cruisiology
Cruise.com knows the value of the Web when it comes to conducting business. Being the largest Web site specializing in discount cruise vacations, the company's entire existence is based on the Internet. But never did Cruise.com's IT administrator Jose...