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. 10, No. 2, February

6 Common Contact Center Mistakes: We Tapped Contact Center Industry Experts to Discuss Common Gaffes and Ways to Avoid Them and Get Back on Track
Companies spend millions on call center technology, infrastructure, salaries, training, and R&D, but a disrespectful agent can quickly nullify it all. And, unfortunately for businesses, even the slightest slip, such as talking over customers or...
BPO's Next Level: Capitalize on the Unexpected Opportunities in CRM Business Process Outsourcing
BPO is one of the greatest global forces for improvement today. CRM outsourcing providers alone have a $30 billion market opportunity, and businesses that capitalize on the potential can not only reduce cost, but also increase productivity and raise...
Business Problem: Tech Solution: Event-Based Marketing Tools: Marketing Campaigns Are Failing to Deliver Targeted, Relevant Messages to Customers
Rather than bombarding consumers with a continuous stream of irrelevant messages about product offers, organizations must understand their customers' dynamic and individual needs. Consumers are looking for more relevance and demanding that companies...
CRM's Professional Look: Professional Services Firms' Adoption of CRM Has Been Low; Analytics Functionality and the Hosted Model May Help Raise It
The name of the game is selling expertise in the professional services industry. The vertical is governed not by traditional durable goods, but by intellectual property. Without the ability to physically demonstrate a product, word-of-mouth endorsements...
Dear John Inc.: Celebrating the Urge to Merge, and the Heartbreak
NO, I'M NOT FINISHED with the timely, holiday-related columns yet. I'll probably have to give it a rest for March, lest the Ancient Order of Hibernians pillory me for defamation of the Irish-American character. Fortunately, February provides a wealth...
Experiences versus Relationships
BEWARE THE BUZZWORDS. One doesn't have to watch the technology industry very long to see that the same tools, over time, often take on different names. In the late 1990s the application service provider market became the hosted software market, which...
Flying High on Service Automation: A Messaging Provider Uses NextNine for Seamless Network Maintenance
CRM is usually all about communicating to your customers and giving them what they want. But when you're a mobile telecommunications software vendor, the goal is to give them what they want by not talking to them--your customers are focused on communicating...
From Great to Gruesome: A Superb Customer Experience Takes a Turn for the Worse
I AM ALWAYS HAPPY to commend great customer service, but some companies simply aren't able to listen. Instead of building Web sites as either a dumping ground for frequently asked questions or for mere e-commerce transactions, organizations must use...
Furnishing Service Excellence: Taking the Multichannel-Service Route Delivers Savings of Roughly 40 Percent
When done right e-commerce can remove the strain of packed retail shops from the shopping experience, especially during the already stressful holiday season. But for online retailers like Overstock.com, alleviating stress for consumers means taking...
Getting Call Center Ducks in a Row: A Large Insurance Provider Turns to a State Government and a Local College to Train Agents before They Come to the Call Center
* What problem were you facing? Aflac has seen a tremendous amount of success and growth the past few years. As a result of that growth, we needed to expand our Columbus, GA call center. In addition, we were suffering from a high turnover rate in the...
How Sales Teams Should Use CRM: Different Positions within a Sales Force Require Different Functions from an SFA System, and Tailoring to Fit Those Functions Is a Big Part of Successful SFA Strategies
Corporate professionals can learn a lesson from George S. Patton, the flamboyant WWII general. "I don't expect my men to understand anything more than what's right in front of them, the tactical situation," Patton said. "As general, it's my job to...
Opting for Opt-In: Asking Customers What Kind of Marketing Materials They Want Helps Build Relationships and Response Rates
Opt-in marketing is more than just about getting over legal hurdles to gather customer information. It's about letting those customers define the marketing boundaries in hopes of building relationships and ultimately enhancing the bottom line. Programs...
Return on Rupees: An Indian Bank Maximizes Its Marketing Success
India-based HDFC Bank is on a growth path, adding about 100,000 customers per month--a 30 percent growth rate each year--and today has a base of more than 8 million customers. Executives attribute this success to a focused acquisition strategy, led...
Simple: CRM Examines Service-Oriented Architecture and Its Growing Impact on the Applications Landscape
Service-oriented architecture (SOA) has been part of the enterprise software market for about two decades, and has recently become a hot topic for developers and implementers--and thus for customers as well. Everybody's software maker's doing it, most...
The Big Squeeze: Large-Scale Events like Natural Disasters Affect the Way People Buy. Here, a Primer on How to Respond to Customer Concerns in Tight Times
Big events cause big adjustments in all our lives. How consumers react to them will in turn affect commerce. Like a stone dropped into a stream, the economic ripple effects of dramatically rising prices on commodities like gasoline or of an incident...
The Future of CRM: Real Time: Always on, Always Connected, Will Be the Prevalent Way to Conduct Business in 10 Years
I SUMMARIZED the impressive accomplishments of CRM over the past 25 years in last month's column (CRM magazine, January 2006, Reality Check), including the latest challenge: navigating the two emerging options for integrating CRM into a company's legacy...
The On-Demand Influx: Industry Pundits Expect Google and Microsoft to Shake Up the Market
As customer interest in on-demand software continues to grow, so does the interest of industry bellwethers. Most notably, Google and Microsoft late last year chimed in with announcements of their own on-demand applications. Google made a moderate...
Tracking Customer Behavior: Understanding How Individuals View Web Sites Can Prevent Them from Going to Competitors When Transactions Fail
Online transaction failures that force customers to abandon a company's Web site can potentially lead to millions in lost revenue. A recent survey conducted by Harris Interactive, commissioned by TeaLeaf, shows some commonly experienced transaction...