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. 8, No. 12, December

10 Technologies That Are Reinventing the CRM Industry
Many of today's most effective CRM processes and strategies are so successful because of the underlying technologies that enable and support them. In our dynamic, evolving industry new technologies continue to allow us to interact with customers in...
ACT! 2005 Users Report Troubled Transition: Best Software Believes the Situations Are Isolated and under Control
Some ACT! 2005 users tell CRM magazine that the product that has defined the desktop contact manager since the 1980s has lost its luster with this latest incarnation. Launched over the summer with great fanfare, a number of customers have expressed...
Create Win-Win Outsourcing: How Contact Centers Can Have the Benefits of Both Off- and Onshore Sites
JUST SO THERE'S no misunderstanding, let me be clear that I am not in favor of sending American contact center jobs to offshore outsourcers. As a consumer I am more than frustrated dealing with agents who don't understand what I'm asking for, and whom...
CRM Success Is an Evolution: Wells Fargo Banks on CRM Process Improvements for Capturing New Business
Wells Fargo's business development officers (BDOs) are no strangers to CRM. The new-business unit, which seeks out clients among SMBs with up to $500 million in annual revenues, launched its current effort seven years ago with the in-house installation...
How to ... Train and Manage Multichannel Agents
Today's consumer, who may seek service and answers from any company touch point at any time, requires a new breed of service specialist. Efficiently and effectively unifying the customer experience across all contact channels means populating contact...
Integration Aids Channel Management: Creating True Ties with Partners Helps to Optimize Sales Results
Tell someone today you purchased your computer over the Internet and you probably won't get those baffled looks you got years ago. In fact, several industries took this direct-sales approach to avoid the complexities that exist with managing sell-side...
It's Not Business as Usual: As the CRM Industry Reinvents Itself, 2005 Promises Both New Opportunities and New Challenges
A good CRM strategy includes predictive analysis--and we predict that CRM in 2005 calls for growth and change that will affect everything from marketing accountability to vendor contracts. Incumbents may shift the landscape with mergers even as a band...
Marketing ROI Makes Jaguar Land Rover Purr: The Global Automaker Is Improving Its Results by Tracking Customer Interactions
After investing huge sums in advertising and marketing programs, companies will often ask new customers how they heard about the firm. But all too often those organizations are likely to hear the stinging words that every marketing executive dreads:...
New Mexico's Box Office Blockbuster: CRM Helps the State Attract Business from Hollywood
What do "Indiana Jones," "Easy Rider," and "Superman" have in common? They were all filmed in New Mexico. The state continues to draw Hollywood's eye: In the two years since Governor Bill Richardson took office 32 movies have been filmed in the Land...
People Ultimately Create CRM Success; Month 6: A Team of Thoroughbreds Is Moving Churchill Downs Closer to a Winning Finish
CHURCHILL DOWNS' Atique Shah is not an easy man to corral. The best time to catch up with the vice president of CRM and technology solutions is after 7 p.m., when his day of back-to-back meetings subsides. His dizzying pace is paying off at the halfway...
Peoria Nissan Puts Customer Acquisition in High Gear: CRM Drives an Arizona Car Dealership to Rev Up Its Active Prospects
Launching a new dealership in the middle of a highly competitive auto strip is no easy task when you're a latecomer. Despite facing such additional challenges as starting with no customer contacts and needing to train a service staff of nearly 20 people...
RFID: Ready for Industry Deployment? the Product-Tagging System Must Be Used as More Than Supercharged Bar Codes
Radio Frequency Identification (RFID) technology has been hailed as a replacement for everything from bar codes to passports to mainframe computers. Early adopters, such as Wal-Mart and the U.S. Department of Defense (DoD), are requiring RFID participation...
Secret of My Success: Mail-Order Expert C & H Clubs Found a Way to Make CRM Really Deliver
* Why CRM? We have six product lines, starting with the Beer-of-the-Month Club, but we allow customers to mix and match--we can ship you beer one month and then cigars the next, or any kind of configuration. [ILLUSTRATION OMITTED] We need...
Statistically Speaking
* 65 percent of respondents in a survey conducted by Benchmark-Portal on behalf of Purdue University's Center for Customer-Driven Quality and staffing firm Kelly Services admitted that they would probably lessen or completely terminate their dealings...
Take the Chaos out of Pricing: It Is Possible to Take Price Management from Disparate to Optimized
WHEN ASKED the simple question, "How do you price deals?" salespeople respond with a look of terror that turns into a sheepish story involving inaccurate, ignored price lists and spreadsheets. Ultimately they drop prices to where the deal is no longer...
Taking Charge
In the past 24 months a pack of new top executives has moved into the CRM industry's executive suites. These execs have backgrounds in sales, finance, and technology; some have moved up within their organization, while others have been recruited from...
The Changing Face of CRM
WOW, what a year! People in the CRM industry have spent 2004 continuously asking "What's next?" We've had major mergers, surprising executive changes, significant product launches, successful IPOs, and even some controversy. In the midst of events...
The Debate over Offshore Service Continues: The Risk of Customer Backlash Dictates Using Caution When Offshoring Customer Care
In response to customer criticism, Dell and Delta Airlines recently brought their offshore customer care operations back to the United States. This could signal a larger change. Recent research indicates the potential for backlash by consumers when...
The Evolution of the CRM Value Proposition
Ask industry pundit Paul Greenberg virtually anything about the CRM industry and he'll provide you with a solid answer. Much of this knowledge is packed into his latest book, CRM at the Speed of Light: Essential Customer Strategies for the 21st Century,...
What CRM Trend Will Have the Biggest Impact in 2005?
Janice Anderson, chair and CEO, Onyx Software "Integrating business processes across departments and channels. Companies talked a lot about it. Now it's high on the radar screen [for putting into action]." Joe Bergerra, senior vice president and...
Who's Who in the How of Sales: Vendors Are Stepping Up to Deliver Tools That Help Reps Sell
IN MY AUGUST COLUMN I noted that CRM vendors were getting the message that their tools needed to do more to help salespeople perform specific sales tasks more effectively (what I referred to as the how of sales). I went on to say that several vendors...