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. 14, No. 8, September

11 Tips to Conquer Contact Centers: If Your Contact Center Empire Feels as If It's Crumbling All around You, These Best Practices May Help You Reclaim the Seat of Power
[ILLUSTRATION OMITTED] Paul Stockford asks a lot of questions. In his role as the research director of the National Association of Call Centers, Stockford surveys the association's membership about changes in the industry and advances in technologies...
A Tax on Every Call? A Proposed Federal Tax on Overseas Calls Has the Potential to Radically Alter the Contact Center Industry
In June, when United States Senator Charles Schumer proposed a 25-cent-per-connection tax on calls transferred to foreign countries, the levy was positioned as an effort to secure American jobs. Callers would be notified when being connected overseas;...
Call Weighting: With ClickFox, Sprint Takes an Analytical Look at Its Crosschannel Customer Experience-And Saves Millions in the Process
Even within a telecommunications industry burdened across the board by high churn rates, Sprint was grappling with its own unique share of demons: high repeat-caller activity, rising churn at retail stores, and ineffective self-service. But, with the...
Does Social CRM Need Gartner's Seal of Approval? despite Unveiling Three Reports on Social Software, Some in the Industry Question Whether the Research Giant Has Done Justice to a Still-Exploding Sector
How can you tell when a marketplace is exploding? Maybe when the benchmark evaluation of that marketplace can no longer contain it. Just ask Gartner, which decided in the wake of its 2009 Magic Quadrant for Social Software report to kill off its Magic...
Has Our Technology Exceeded Our Humanity?
After returning from a very successful CRM Evolution conference in August, I'm happy to say that participation and buzz were each at an all-time high. There were more than 850 registrants, nearly double last year's count. And I've heard many glowing...
Learning a Valuable Lesson: Becker Professional Education Studies RightNow Technologies' Sales and Marketing Tools
Even an education services provider sometimes needs to wise up. That's what Becker Professional Education (BPE) did in 2006, when the Illinois-based company decided to document and improve its service processes. A division of nationwide educational...
Marketers, Start Your Engines: Customers Can Extend the Reach of Your Marketing Campaigns-But You Have to Know How to Motivate Them
Would you like an army of unpaid workers to help you build brand awareness? Would you like to do away with outbound marketing and traveling salesmen? Well, according to John Jantsch, a marketing and digital technology coach and the author of The Referral...
Marketing on a Leash: Tight Budgets and Heightened Expectations Combine to Pose a Challenge
Senior marketing executives, emerging from a prolonged downturn that forced them to do more with less, are now focused on growth, according to a recent global survey conducted by Accenture. Most respondents said their companies experienced flat or...
Pint of View Can Ya See the Real Me? Most Companies Can't-Or Won't
One of my favorite bands--and one of the greatest rock bands of all time--is The Who. Naturally, I was going to work them into a column sooner or later. This is that column. (All you chumps who prefer The Rolling Stones or, heaven help you, the Grateful...
Putting the Pieces in All the Right Places: It's Been Nearly Three Decades since a Little Movie Made Reese's Pieces a Household Name. Have Product-Placement Marketers Learned Anything since Then?
[ILLUSTRATION OMITTED] Marketing isn't all fun and games. But it can be a little of each. For companies invested in maintaining strong customer relationships, the ability to connect with prospects and customers unobtrusively--in real time, and in...
Retired and Retried: A Unit of Prudential Financial Invests in Salesforce.com to Revive a Lethargic Sales and Customer Retention Program
[ILLUSTRATION OMITTED] Sometimes a team needs one of its members to get the ball rolling. For Prudential Financial, a Fortune 500 company with a presence in 30 countries, that member was its 401(k) retirement division. Dissatisfied with its CRM...
The Golden Age of WFM: What Contact Centers Must Do to Manage Workforce Management
The contact center workforce management (WFM) market is waking up. Contact center leaders have had a love/hate relationship with WFM for years, but the recession-driven need to accelerate improvements in efficiency and effectiveness made 2009 a relatively...
The Greening of CRM: Sustainability, in All Its Forms, May Be the Industry's Next Big Thing
I've been writing about sustainability as a natural outgrowth of CRM for a couple of years now. I know it takes time to refine a message--and, since the message of sustainability represents a major market turn, it has to be done right. But there's...
The Growth of Social Media in Customer Service: In a Space This New, There's Nowhere to Go but Up
Few recent phenomena have generated as much interest and hype as social media. The technologies used to create consumer-generated (and, increasingly, business-generated) content--blogs, networking forums (e.g., Facebook, LinkedIn, and MySpace), review...
The Hospitality Suite: Hotels Are Finding a Home Away from Home in Social Media, and Boosting the Customer Experience in the Process
[ILLUSTRATION OMITTED] I like cornbread. Actually, that's an understatement--I adore cornbread, a hankering that can perhaps be traced to my Midwestern roots and frequent faily outings to a now-departed restaurant in my hometown that was known...
Tracking Touch-Tone Opportunities: Marketing Services Provider eMediaNode Turns to ATG Call Tracking to Better Serve Prospects and Customers' Customers
* Tell us about yourself and your company. I've always been in the medical field--mainly surgical medicine. I was previously vice president with Einstein Industries, whose specialties were Web strategies for doctors, dentists, and lawyers. In December...