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. 16, No. 4, April

8 Steps to Create a Customer Service Strategy for Social Media
This year, the number of people using Facebook is set to top one billion. Google+ is expected to reach 400 million users; Twitter: 250 million; LinkedIn: 300 million. Creating a customer service strategy that applies to all major social media venues...
Banks Are Rethinking Their Outreach Strategies: The Need for Better Communication Is Leading Marketers to Up Their Game
[ILLUSTRATION OMITTED] The past year has been a tough one for banks. In addition to layoffs and the loss of billions of dollars in revenue that was previously collected from debit card swipe fees, banks have faced intense media and regulatory scrutiny....
Be the Influencer: A Voice Unheard Is a Waste
I'M AN INFLUENCER. People--mostly vendors in this industry--tell me so all the time. They point to my social media activity or my circle of friends and colleagues or my body of work, and say that I'm somebody whose opinion matters. Well, duh! Of...
Consumers Want More Personalized Shopping Experiences: Studies Show Customers Are Willing to Share Data for Better Services, Even Though Privacy Is Still a Concern
[ILLUSTRATION OMITTED] Marketers and retailers are becoming more savvy about helping customers find items that match their specific interests. Their secret weapon: customers who tell them want they want. "The one-size-fits-all idea no longer...
CRM and Social Media
Social media platforms are now commonly part of the "marketing mix" for direct marketers and advertisers. As social media use becomes more widespread, it is increasingly viewed today as yet another delivery channel. There are distinct advantages...
Customer Feedback Falls on Deaf Ears: Only 35 Percent of Comments Ever Get a Response
[ILLUSTRATION OMITTED] If there's one instance when a company should respond to customers, it's when they have posted a negative review or lodged a complaint, but that happens only 35 percent of the time, according to research from analyst firms...
Embrace the Concept of "We": Collaborators Make the Best Competitors
One of the earliest lessons children learn is the value of teamwork. By the time we reach adulthood, however, lessons about working with others are often overshadowed by the need to be competitive and hoard information. In his new book, Collaborate!...
From Overhead Cost to Bottom-Line Boost: Generating Revenues from Inbound Interactions
For years, Enterprises have struggled with the need to balance cost with profit, particularly as it concerns the call center, long viewed as outright overhead. The idea that the call center could become a profit driver has many proponents, but few...
Game Mechanics Could Steer BPM Adoption: Proper Handling of Organizational Politics Is a Key Factor
In business process management (BPM), fostering an all-on-board attitude within the enterprise is not as simple as it sounds. Research firm Gartner estimates that one-third of efforts tied to BPM will not reach their full potential because of organizational...
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...
How Do You Make the Link between Social Media and CRM? Avanade Has the Answer
Plugging social media activities into your CRM is necessary to help bring you closer to your customers, to listen to them, to meaningfully engage with them and ultimately bolster your customer service, brand and sales. SOCIAL MEDIA: A BACKGROUND...
How to Make Your Content Pop: Online Videos Are Drawing More Eyeballs Than Ever before. Here's What Marketers Need to Know
It started as a dare. Bill DuBois, a consultant at Kinaxis, a supply chain management provider, is known for his sense of humor. When colleagues suggested that DuBois share his talent with more people, his response was, "Get me a camera and I'll do...
Improving Ticket Sales When You Already Sell Out: The Boston Red Sox Turn to Sports CRM from Green Beacon to Heighten the Fan Experience
The Boston Red Sox have sold out every home game at historic Fenway Park since May 2003. Granted, the team's record-setting sellout streak is aided by the fact that, with seating for slightly more than 37,000 people, Fenway has the lowest capacity...
Keeping the 'Retail' in Retail Stores: Digital Solutions Are Designed with In-Store Sales and Customer Experience in Mind
Will Smith, CEO of Euclid Elements, may share his moniker with the Hollywood star, but he is also making headway in the retail industry by delivering digital analytics to the standard brick-and-mortar store. The reason, according to Smith, is that...
Mobile CRM: Nice to Have or a Business Essential? Don't Risk Becoming a Digital Dinosaur
SINCE 2009, the mobile subscriber base has experienced an annual growth rate greater than that of the Internet. The number of worldwide mobile workers will reach 1.2 billion by the end of 2013. Behind this growth are "digital clients," led by Generation...
Nonprofits Find Money on the Web: Charity No Longer Begins at Home; Today, It Begins with a Homepage
This past holiday season, the Salvation Army presented its sidewalk Santas in several larger cities with smartphones equipped with credit card readers. The goal was to make it even easier to donate to the Salvation Army, which deploys about 25,000...
Organic Valley Milks Higher Earnings, Improves Operations: SalesLogix Helps Dairy Co-Op Manage Sales and Distribution of Organic Products
There is nothing quite as sour as spoiled milk. Figurative speech aside, the bread and butter of dairy purveyor Organic Valley is its ability to expedite orders of perishables in an accurate and timely fashion. By using Sage SalesLogix, the Wisconsin...
Ramping Up for More Online Traffic: American Greetings Reduces Bottlenecks with Compuware APM
The e-commerce arm of American Greetings, AG Interactive, acquired Cardstore.com last year and needed help gearing up the Web site in time for Halloween. The goal was to increase the site's capacity to support the rise in daily traffic it was expected...
The Big Three: When It Comes to CRM, Don't Sweat the Small Stuff
I'VE SPENT the past few weeks discussing the future of CRM with many people--from those on the front lines dealing with CRM issues every day to CEOs of large global organizations--and stopping to chat with vendors, consultants, and integrators in between....
The Fast and the Curious: Building a Business Model to Keep Up with Customer Expectations
THE SPEED at which customers are changing their behaviors and expectations is unprecedented. And the faster they adopt technology, the more curious they are to see what they can do with it. Need proof? [ILLUSTRATION OMITTED] * On Christmas Day...
The New Sales Toolkit: Fixing a Sales Process Has Never Been Easier
[ILLUSTRATION OMITTED] For a sales rep chasing a lead, speed may be key, but functionality is just as--if not even more--essential. Software developers have had to grapple with the evolution to a mobile work environment, a trend that trickles...
Using Social Media for Customer Service: Are You Reaping the Benefits of This Valuable Resource?
THERE ARE so many misconceptions in the market about using social media for customer service, many of which are due to the newness of the solutions. We all have seen and read vendor claims that make their solutions sound too good to be true, and, more...
Video Production Made Easy: Incorporating Video into Your Customer Outreach Is as Simple as 1, 2, 3
THERE HAS never been a better time to use video in business. Technology for producing good-quality video is abundant and inexpensive. The components in shortest supply may simply be talent and experience. But almost anyone can develop the experience...
Video Won't Kill the CRM Star
IF YOU haven't considered creating videos for your organization's Web site, you probably should, as there are very compelling reasons to invest in them. I discovered some of these reasons at last year's CRM Evolution conference during the session...
What Is Social CRM? and How Can It Help My Company?
Probably one of the most buzzworthy and least understood topics in Customer Relationship Management in the past three years is the concept of social CRM (sCRM). Regardless of how it's defined (and there is no precise definition), there really isn't...