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. 9, September

10 Signs Your Search Engine's Stalling: Are Your Agents Compensating for Search Engine Incompetence? Then It's Time to Take a Hard Look at Your Knowledge Management Strategy
If you want to make knowledge management work for your agents, rather than the reverse, take a look at what's really going on as customer interactions unfold in the contact center. At KANA, we make a point of it--seeing how agents search for answers...
Acquisitions Pay Big Bounty for Big Blue: IBM Is Cashing in on Its Netezza, Coremetrics, and Unica Deals by Adding Analytics Products
IBM released two very different analytics offerings within weeks of each other. Both rely on technologies picked up during recent high-profile acquisitions. The first was an appliance that lets organizations analyze as much as 10 petabytes of data...
A Five-Step Employee Effectiveness Model That Drives Greater Business Outcomes
Top-performing customer service organizations understand that employee engagement is a force that drives successful business outcomes. Research shows that highly engaged employees are more than twice as likely to be top performers overall than those...
Bonobos Gets a Leg Up in Customer Engagement: A Men's Pants Company Receives More Than It Bargained for with Assistly
For Bonobos, a custom clothing company specializing in men's pants, the problem seemed to be email management. "People were kind of stepping on each other's toes in terms of how to handle all the different volume, and there was just no way to figure...
Call Center Software Opens a Window of Opportunity: Blinds.com Improves Bottom Line and Organizational 2efficiency with New Phone Systems
[ILLUSTRATION OMITTED] Blinds.com, a provider of window treatments, serves more than a million customers a year throughout the United States and Canada from its headquarters in Houston. It sells an average of about 4,200 blinds per day, and, as...
Cloud Expected to Keep Rising: SaaS Revenue Will Surpass $21 Billion by 2015
The cloud just got hotter. According to a forecast by Gartner, worldwide software as a service (SaaS) revenue will reach $12.1 billion by the end of the year--a 20.7 percent increase from 2010 revenue of $10 billion--and $21.3 billion by 2015. "After...
Companies That Listen Get Results: Investments in Monitoring Social Media Rise but Still Lag Customers' Use of It
There is a wide gap between consumers who use social media and companies that consider social media monitoring and interaction a core function, according to Forrester Research. The Dell-commissioned study revealed that while 88 percent of companies...
Consumers Power Transformational Marketing: Engaging Customers in Personalized Dialogue Replaces Pushing Messages through Mass Media
BETTER ACCESS to data is empowering consumers, who share that information over social media, often using mobile devices, as they influence behavior before, during, and after a sale. Indeed, consumers are challenging how marketers promote products and...
Email Marketing Has the Look: Responsys' Third Annual Email Design Look Book Highlights Strategies Vital to Marketers' Future Success
[ILLUSTRATION OMITTED] Responsys, a provider of email and cross-channel marketing services, has released its 2011 Email Design Look Book, which recognizes innovative email marketing designs and superior copywriting from 20 leading global brands....
For Knowledgebase Content That Connects, Help Your Best Minds Collaborate
Best practices in customer service demand a knowledge-base engine that automates collaborative processes to deliver the kind of content that drives self-service and satisfaction. Parature helps businesses meet the imperative to keep their content fresh...
From Laggard to Leader: Sprint Reversed Its Poor Customer Satisfaction in Just Two Years
Not long ago, Sprint was a customer satisfaction laggard. The mobile phone service provider's first-call resolution was 20 percent worse than that of its closest rival. Customers had to call twice as often to resolve issues, and when they did call,...
Future of Contact Centers Clearly Lies in the Clouds: Too Compelling to Ignore, the Benefits Include Low Startup Costs and No Capital Investment
CHANGING business dynamics have created the need for virtual, multichannel, and flexible servicing infrastructures. Technologies based on Internet Protocol (IP) and Session Initiation Protocol (SIP) have eliminated physical communications constraints,...
Get Personal or Get Abandoned
TODAY'S informed, socially connected, and empowered customers often consume large volumes of information before making a purchase. The best chance a company has at regularly winning a customer's business is to make sure the information it presents...
Harvesting Social Knowledge for CRM
Community-based knowledge creation for customer service is not that new. However, enabled by the ubiquity and ease of use of the Web and the availability of social networking tools, it has gone to a whole new level, leading to the creation of the term...
Hire, and Empower, a Chief Customer Officer: This Customer-Centric Position Can Unite Siloed Departments
WHAT IS the chief customer officer in charge of? If your CCO can answer that question, he has a fighting chance of succeeding in his position. If your CCO can't answer, it's time to update his resume. The concept of a CCO is a great one. But the...
Mobile Retail Entering Support Phase: Smartphone Trends Demonstrate the Need for an Innovative Strategy
Retailers need to expand their mobile offerings to appeal to a rising number of on-the-go consumers, advises a report by White Horse Digital Futures Group. Researchers also identified four phases of the mobile evolution: independent, supported, organized,...
Pint of View: I Scream, You Scream, We All Scream for ... Short Ribs? Food Trucks Live and Die by Social CRM
IT MAY BE TIME for the kids to go back to school, but I'm sure that if you listen closely, you'll still hear the jingle jangle of your local ice cream truck. In fact, the season doesn't seem to matter anymore when it comes to ice cream trucks--what...
Report Suggests Retail Banks Need an Overhaul: Changing Consumers' Habits Requires Financial Institutions to Sharpen Their Focus on Service
Shifts in consumer spending, saving, and borrowing are likely to depress revenue growth for many U.S. banks, increase operating costs, and squeeze profit margins, according to surveys conducted by PricewaterhouseCoopers US (PwC). PwC's research...
The Evolution of Social CRM: Early Adopters Must Build Trust and Community
RECENT INTERVIEWS with more than 100 early adopters of social business practices (i.e., social CRM, Enterprise 2.0, and social media marketing) revealed the five phases of maturity (see Figure 1). Let's trace these stages chronologically with the following...
The Knowledge-Driven Support Organization and Its Impact on Customer Experience
Excerpted from the recent Research Study conducted by Omega Management Group and Coveo In the wake of a global recession, with B2B customers focused more on price than loyalty, and with product complexity and information growing exponentially, contact...
Turbocharging CRM with Good Data: But Only One-Third of Companies Are Using High-Octane Information
IF YOU KNOWINGLY filled the gas tank of a Ferrari with low-quality fuel, then took it out on the autobahn in Germany and pushed the accelerator to the floor, the drive would be very frustrating. You would watch other cars zoom by while you sputtered...
Using Advanced Analytics: Gain Insight into Your Revenue Stream
Leverage People, Processes, and Information Take Advantage of Existing Resources LEVERAGING PEOPLE A typical company may find that its sales force comprises 10% to 20% of salespeople who sell intuitively. These salespeople don't always understand...
WFO Hears the Voice of the Customer: Workforce Optimization Suites Broaden Their Focus beyond the Company
[ILLUSTRATION OMITTED] CUSTOMERS TODAY are more demanding and knowledgeable about the companies with which they do business. With a few taps on their smartphones, they can search companies' Web sites for product and pricing information, patrol product...
Why Old-School Advertising Delivers the Wrong Message
[ILLUSTRATION OMITTED] When Mad Men premiered on the small screen in 2007, it was an immediate homerun. Numerous prestigious accolades and skyrocketing ratings followed, and the series was clearly an iconic gem of this generation. However, despite...