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. 4, April

Are Megamergers Turning a Blind Eye to CRM? New Corporate Pairings May Have Little to Do with Customer Strategy
Lost in the latest wave of mega-billion-dollar mergers between companies like AT & T and SBC, and Sears and Kmart, is the evidence that the moves were spurred by a customer-facing strategy. Sears and Kmart have traditionally provided a different...
Be the BALLS
In today's ultracompetitive economy every business, large or small, and every manager, old and new, needs BALLS, according to Alexi Venneri, chief marketing and communications officer of Who's Calling, a sales and marketing technology and consulting...
Dirty Data Rears Its Head; Month 10: Allaying a State of Bad Data Panic
THE YEAR-ONE finish line for Churchill Downs Inc. (CDI)'s massive CRM initiative was in sight, less than a furlong away, when the project manager sprinted toward CDI Vice President of CRM and Technology Solutions Atique Shah with a stricken look. ...
Good Ethics Equals Good Business: Violating Corporate Integrity and Consumer Trust Can Cripple Sales
Adhering to compliance and ethics standards may seem costly at times, but not doing so is much more costly. [ILLUSTRATION OMITTED] Mitsubishi Motors allegedly hid defects systematically for many years to avoid costly recalls. Six Mitsubishi executives...
Is Inbound Calling the Next Legislative Target? Lawmakers Are Taking Aim at Companies That Use Offshore Call Centers
ON MARCH 11, 2003, President George W. Bush signed the Do Not Call Implementation Act, also known as the Do Not Call (DNC) Act, authorizing the Federal Trade Commission to collect fees for the implementation and enforcement of the National Do Not Call...
New Advances in the Hard Side of CRM: Consider Replacing Your Desktop PC with a Tablet PC
FOR MOST OF US, myself included, when we think of CRM we envision software tools--opportunity managers, proposal generators, marketing portals, etc. But when I recently upgraded my personal computer, I got a firsthand lesson in why this is not always...
Outsourcing Options South of the Border
With the increasing number of companies locating their call centers in countries like Brazil, Chile, and Mexico, Latin America could be the next call center hot spot. Yet recent studies have shown this might not be the most popular decision among consumers....
Presence Management in the Contact Center: What's the Holdup? the Next Level of Instant Messaging Applications Can Improve Agent Performance
AMERICA Online launched instant messaging (IM) as a free feature in May 1997. Coincidentally, my husband and I had moved to Europe that month and instant messaging became a great alternative to prohibitive international calling rates. IM also helped...
Revitalizing Your CRM Solution: An Industry Analyst Speaks out on Breathing Life Back into Sluggish Customer Relationship Efforts
Upgrading, simplifying, using analytics, adding marketing and sales effectiveness, and making systems mobile are the top-five ways to get more out of CRM systems, according to Sheryl Kingstone, an analyst at The Yankee Group. Kingstone, speaking...
Secret of My Success: Fashion Forward My Flat in London Gains a Unified View of Its Luxury-Item Customers by Improving Order Management and Sales
* Why CRM? [ILLUSTRATION OMITTED] We were looking for a comprehensive way to manage our customers and our business. It has to do with the silos of an organization and being able to have a viewpoint of the customer. We're a handbag and accessories...
Self-Service Satisfaction: More Customers Are Adopting Web Self-Service, but Not All Customers Are Satisfied
Most customers, despite the emergence and maturity of Web self-service technology, still prefer the phone as their method of communication because of the channel's immediacy, the complexity of an inquiry, or simply the desire to interact with a human...
Statistically Speaking
* Retailers need to change the way they do business to retain consumers, a report from IBM Business Consulting Services says. Eighteen percent of respondents said that when shopping in a consumer electronics store they are shopping to browse new technologies,...
The 2005 CRM Service Awards
Customers will never learn the meaning of certain words and phrases. They react poorly to later, reluctantly to don't call us, we'll call you, and are generally rather unclear on the meaning of the word no. Delivering top-quality customer service in...
Waiting for Wireless: Can On-Demand CRM Developers Cleanly Cross over into Offline Operation?
Salesforce.com made its name providing reliable CRM information to any corporate user with a live Internet connection. Highlighting a growing trend, that of CRM developers increasingly competing across a broader landscape of client size and complexity,...
What Consumers So Desperately Need
HONESTY. Yep, I said it. Honesty. Reports from research firms like Yankelovich Partners already state that consumer trust is at an all-time low--and understandably so. Recent events making worldwide headlines, such as terrorist attacks, religious leaders...