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. 9, No. 12, December

11 Ways to Ensure CRM Success: We Asked Consultants to List Some Common CRM Mistakes, and to Then Advise Readers on How to Avoid Them
Organizations rarely go it alone when implementing a CRM strategy and it supporting technology. There's so much to consider: business strategies and theories, technology, budgets, change management issues, and more. New CRM initiatives can seem thoroughly...
A 75 Million-Name Mess: A Large Publishing Company Turned to Data Cleansing to Power Up Its Enormous Customer Database
With 75 million customers, Meredith Corp., a provider of magazines, books, television broadcasting, and integrated marketing, was bound to have duplicate and inaccurate customer information in its customer database--a problem, especially when trying...
A Healthy Dose of CRM: Healthcare Organizations Are Striving to Improve Customer Relationships in Three Critical Ways
Suppose your customers were so dependent on a product you offer that without it their health would deteriorate, or worse, they might die. [ILLUSTRATION OMITTED] The repercussions for bad customer relationships may not be as serious for most industries,...
A Web Site Gets the Royal Treatment: Optimizing an Online Booking Channel Helped to Boost Hotel Reservations
Customers booking vacations to Alaska are not going to be sold on pretty pictures alone. Princess Lodges learned this lesson when it discovered conversion rates per unique user on its attractive Web site were less than 1 percent. Although the industry...
A Word Is Worth a Thousand Pictures: Mine the Rich Source of Customer Information That Lies Buried in Recorded Calls
NAPOLEON SAID that one picture is worth a thousand words. In the case of real-time speech analytics, one word can be worth a thousand pictures. So, picture this: Every day, your agents speak to scores of people on the phone. The purposes of the...
Building by Bits Unblocks ROI: Gathering Far-Flung Customer Information Solidifies a Development Model
Jeremy Gray, head of architecture at Prudential's IT division, PruTech, faced the same problem that many large insurance companies face. Prudential Financial, a company with $511 billion in assets under management and more than 16 million customers...
Business Problem: Managers Can't Forecast Sales to Executives; Tech Solution: Sales Forecasting Tools
Accurately forecasting sales is an important aspect of any sales manager's job. Doing so enables better planning and running of a sales force, improved decision making on the part of a sales team, and more accurate financial reports for executives...
Consultants Are Standing By: Siebel and Oracle Partners Try to Relieve Customer Headaches
Siebel Systems' partners are focused on keeping Siebel shops from defecting as rivals create strategies to lure away uneasy customers. Some partners are concentrating on educating customers and helping to ease the anticipated transition. Deloitte...
Cost Reduction Gets a Dutch Touch with Data Mining
Dutch insurance company FBTO Verzekeringen has 500,000 customers and underwrites more than one million car, health, home, and life insurance policies. It uses only direct channels to market its products, interacting with customers through direct mail,...
CRM the Santa Way: ERP (Elf Resource Planning)
YEAH, I DID a Thanksgiving-related article last month. But as everybody knows, the Macy's Thanksgiving Day Parade has Santa Claus bringing up the rear, reminding all the good little moms and dads to get their butts to stores and e-commerce portals...
DestinationCRM Dashboard
* Salesforce.com's On-Demand Dream Salesforce.com Chairman and CEO Marc Benioff welcomed partners and customers to Dreamforce 05 in San Francisco in September with a series of announcements, the scope of which expands the capabilities of the company's...
From Sight to Insight: A Vision-Correction Practice Integrates with GoldMine for Sharp Results
Business growth at nearly three times the national average year over year is fantastic, especially if you own the business. When that growth is founded on the referrals of satisfied customers, all you can do is smile. [ILLUSTRATION OMITTED] Dr....
Goodbye ROI: It's Time to Alter How We Think about Financial Rewards from Technology Investments-Not All Rewards Are Tangible
I WONDER if ROI will lose its popularity in the new year? It could happen. I have been talking about the end of ROI for a while and I am beginning to see cracks in the facade. Truth be told, focus on ROI is cyclical and usually follows a period of...
Oracle and Siebel: What Does It Mean for Customers? End-Users Are Looking for Answers as They Wait for the Planned Acquisition to Close
Oracle in September prepped the industry for a tectonic market shift when it unveiled plans to acquire Siebel Systems for $5.85 billion. The deal, which is expected to close in the first quarter of 2006, will bring 4,000 customer companies to Oracle,...
Oracle's Quest for Siebel: Where Does NetSuite Stand? Commoditized Technology Puts the On-Demand Player in a 'Pretty Strong' Position
Oracle CEO Larry Ellison likes on-demand applications. The Salesforce.com investor owns more than 50 percent of NetSuite, which some may argue doesn't bode well for the smaller company, considering Oracle's plans to acquire Siebel Systems. But the...
Secret of My Success: Cendant Car Rental Group Chose Consultant Chadwick Martin Bailey to Gain Insight into Its Customers
* Why did you turn to a CRM consultancy? We needed to segment our car rental users. Most of our CRM and branding were based on many years of tracking research in the car industry. While it was valuable, it was strictly behavioral. We knew a lot...
Self-Service Gets Graphic: A Reworked Support Blueprint Leads to a near Perfect Self-Service Rate
A connect-the-dots approach to a CRM initiative can quickly derail any hopes of a holistic view of the customer. In the case of ATI Technologies, its segmented process resulted in a need for a more unified way of managing its multichannel service and...
Straighten Up and Fly Right
AT A RECENT customer strategy course hosted by Strativity Group's Lior Arussy, business executives and managers learned that their understanding of what their companies sell was wrong. A recent personal example illustrates Arussy's point. After...
The Competitive Threat: SAP, Onyx, and Others Look to Seduce Leery Customers
Oracle faces a knotty situation for integrating and supporting its many product lines: Customers are unsure of the future of their CRM implementations and PeopleSoft customers, in particular, are angry. Other vendors, sensing a fat target, have hoisted...
The Making of Oracle
1977 * Oracle founded by Larry Ellison, Bob Miner, and Ed Oates. 1986 * Oracle goes public with $55 million in revenue. 1991 * Oracle achieves $1 billion in revenue. 1994 * Oracle acquires the relational database business (RDB)...
The Year in (P)review; Looking Back, and to the Future: CRM Trends and Events to Watch
Reaching the end of the calendar year brings with it an urge to recall what happened in the previous 12 months, and to wonder what is to come. Businesses are no different from people in that respect, and it's just as important for organizations as...
What's Hot, What's Not, and What's Next: At Year End We Evaluate the Impact of SaaS, Siebel, and Knowledge Sharing and Analytics
THE CRM INDUSTRY continues to be anything but boring--mergers and acquisitions, innovative product announcements, and advances in technology platforms abound. Several major trends in 2005 are worth making note of. Here, some highlights. [ILLUSTRATION...