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. 12, No. 9, September

Are Support Systems Way Off-Base? Web 2.0 Technology Leaves Many Companies' Knowledge Base Systems in the Dust
Contact center agents have to handle a lot of data--and have to funnel it fast to handle customer requests. A knowledge base (KB) can act as a crystal ball to solve issues, but one industry analyst says it's not enough in the developing space of knowledge...
CRM Dials into the iPhone: Is the Industry Ready to Turn a Consumer Craze into a Business Tool?
With the July release of the Apple iPhone 3G--offering greater speed and higher bandwidth data access than the version that debuted a year ago--business application vendors (including such CRM notables as Oracle and Salesforce.com) began offering downloadable...
CRM Grows, and Goes, Far and Wide: New Search-Powered Office/mobile Info Access Expands CRM'S Value
The reach of CRM is expanding dramatically, across and beyond the enterprise's virtual information landscape as well as the physical boundaries of its offices. Classic, highly structured systems that formerly defined the state of the art are now only...
Data: A Flashlight to Sales Innovation: Analyzing Performance Companywide Can Uncover Ideas That Work
ALL ORGANIZATIONS understand the power of using data to gain insights into performance and to maximize returns. The power of data-driven insights is familiar to most sales executives who manage data-intensive CRM systems, analyze revenue linearity,...
Evolution from Without: The Innovation You Seek May Come from Your Customers
EVOLUTION is really a simple process, an algorithm that can be brought down to four steps: Create diversity; test the diverse entities in the real world; let the best reproduce; and repeat. I think about it a lot in business, where it's just as prevalent...
Keeping Your Money on Their Minds: Compliance, Mobile Banking, Data in the Cloud-Financial Services Firms Have a Lot to Deal with When It Comes to CRM
Volatile economic times don't make a tough job any easier for financial services institutions (FSIs).Customers don't always know how to adjust, costing themselves time and money. As a result, FSIs--traditionally early adopters of CRM--are turning to...
Locating Intelligence: By Knowing the "Where" in Anywhere, Business Intelligence Just Got a Whole Lot Smarter
[ILLUSTRATION OMITTED] When Don Campbell wanted to measure the exact length of garden hose he needed for his yard, he didn't count how many steps it took to cover the distance. He didn't use a piece of string and measure it section by section against...
Mobile Apps Take Aim at Field Downtime
Field salespeople are mobile. They're lead hunters. They don't want to be pinned down to a desk, nor should they be. They'd rather be pressing the flesh with customers and prospects. And, if your organization is at all interested in growing top-line...
New Markets and Leaders Emerge
THERE'S A LOT TO ABSORB in our seventh annual CRM Market Awards issue. Before delving into this year's highlights, it's worth noting that the market, as a whole, is still quite healthy. The CRM market grew between 12 percent and 14 percent in 2007,...
Really Happy in Real Time: Complex Event Processing Empowers the Contact Center to Manage the Customer Relationship
A CUSTOMER RELATIONSHIP is a living thing, and can die a sudden, ignominious death if you fail to manage its health at every moment. If you don't provide top-notch personalized service through the contact center--and every other external touch point--your...
Re:Tooling
Business Problem: Managing important business contacts amid a hectic travel schedule. Tech Solution: Business-card scanners Your road warriors are out there pounding the pavement--and incurring travel costs--to make connections and (ideally)...
Ribbit: Delivering Voice Productivity to Mobile CRM
Although innovations in mobile CRM, along with the evolution of mobile devices, will deliver many benefits to sales professionals, a fundamental disconnect exists between the need to update information on a keyboard--be it on a laptop or on a mobile...
Shhh ... It's a Secret
You have a business. You have customers. It comes down to a pretty simple equation: Good business + happy customers = $$$. Then again, when was math ever so easy? If there's one thing customers can count on today, it's variety of choice. Therefore,...
Socialized CRM: CRM Has Never Prioritized the Individual Salesperson-But Social Networking Changes All That
AT A CONFERENCE for marketing executives back in May, Dan Nye, the chief executive officer of social-networking wunderkind LinkedIn, dropped what could have been a bombshell for those paying attention: IBM has more than 110,000 employees registered...
Take the Mobile CRM Leap: Leave the Laptop Behind
The sight of thumbs flexing rapidly over a scroll button and the sound of belt holsters snapping in airport terminals are signs of the times, as mobile devices, like BlackBerry[R] and Windows Mobile[R] smartphones, that deliver instant access to phone...
The 2008 Elite
If you're a regular reader, you know how much we like to praise successful CRM implementations--but each year around this time, we like to draw attention to a select few. Return on investment and other metrics are compelling, but what really draws...
The 2008 Influential Leaders
CRM has repeatedly proven its value, and yet the people at the vanguard of innovation continue to push its boundaries, expand its scope, and reenvision its potential. CRM magazine's Influential Leaders are the executives, analysts, consultants, and...
The 2008 Market Leaders
CRM has never been a niche market. The 10 categories here cover a vast territory--software and services, sales and marketing, information and analytics--and represent the culmination of months of research and dozens of analyst interviews. It's been...
The 2008 Rising Stars
The notion of a "rising star" can take many forms: the brazen upstart, the popular youngster, even a revitalized giant. The common thread is that these are companies that are having--and will keep having--an impact on the rest of the CRM marketplace,...
The Move to Mobile CRM
2008 will likely go down as a turning point in Mobile CRM. All the major players in CRM--among them SAP, Oracle, Salesforce.com, Sage Software made significant moves to bolster their mobile offerings. Additionally, a variety of solutions aimed at small...
View of Pints: You Wanna Go Where Everybody Knows Your Liver
IN A COLUMN THAT'S CALLED "Pint of View," you'd expect to hear a little bit more about the joys of fermented adult beverages, and I've been quite remiss in my duties on that front. One reason is that ale and magazine writing don't go well together--most...
wMobile-Affordable. Feature Rich Mobile CRM
WHAT IS WMOBILE? wMobile delivers full featured and secure CRM to any mobile phone including BlackBerry, Palm, Windows Mobile and iPhone. wMobile functionality includes full contact management, graphical team calendars, full email support with CRM...
Working the Way Salespeople Work
Selling is hard, especially when you are on the road. Time is precious in a sales cycle. Whether on the go or meeting with customers, today's workers spend an ever increasing amount of time away from the office while juggling multiple deals. Work styles...