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. 3, March

2010 Rising Stars
[ILLUSTRATION OMITTED] PROVIDING high-quality service should be considered a finely tuned skill, developed through experience and tested by the rigors of time. The relative newcomers on the following pages may not share that luxury of longevity,...
2010 Service Elite
[ILLUSTRATION OMITTED] THESE, as you might imagine, are our favorite stories. Favorites, of course, are subjective, but they share at least one characteristic: They're all impressive in one regard or another--occasionally in several. This year,...
2010 Service Leaders
[ILLUSTRATION OMITTED] WHAT does service leadership look like? There's no single answer, of course, but the chart on the facing page presents a fairly compelling response. The companies listed there--two dozen of them--represent this year's class...
Bundling Up from Within: Amid Pricing Shifts and Technological Innovation, Telecoms Examine Their Own Operations to Repair a Disconnected Customer Experience
Anyone looking for evidence of the changes in telecommunications need look no further than the bid by industry giant Comcast to purchase media conglomerate NBC Universal. The Philadelphia-based operator's move underscores the continued push among the...
Combine and Conquer: Consolidation Can Benefit Customers and Companies Alike
THE SOYLENT CO. Weyland-Yutani. Omni Consumer Products. Megacorporations have long been a standard trope in dystopic fiction, usually as an illustration of the downsides of consolidation and centralization of corporate power. From experimental military...
CRM's Hearty Appetite: Mergers and Acquisitions Ramp Up at the Start of the New Year, as Vendors Expand Roadmaps and Look for Ways to Fulfill Promises
[ILLUSTRATION OMITTED] As 2010 began, it seemed as if each day brought yet another CRM-related acquisition. With CRM players opening their wallets, it's apparent that recessionary obstacles are diminishing. "There's notable acceleration," says Brenon...
Email Management Tools: You've Got Mail: Despite Fits and Starts, Many Still Believe Email Management Solutions Can Deliver on Their Promise
AS A SUPPORT CHANNEL, email was originally viewed by many as inherently superior to traditional phone calls: asynchronous support, flexible agent staffing, an expected short delay--a buffer against the real-time expectations of speaking with a live...
March Madness: Are Betting Pools the Office Worker's Lottery Ticket, or a Security Blanket?
IT'S BEEN A WHILE since we last explored the concept of loyalty on this page. I'm not questioning your loyalty, of course--it's always gratifying to have readers tell me they turn here as soon as their issues of CRM arrive in the mail. Thanks for the...
Perseverance Pays off in Service
THE PAST TWO YEARS have been a true test of many organizations' commitment to customer service. When the economy falters, organizations are often forced to tighten their belts. Typically, one of the first areas to feel the squeeze is the contact center....
Supporting the Service Channel: Customers Can Get Support from a Variety of Sources. They Only Get Service from You
I MAKE A DISTINCTION between service and support. From what I can see, the product-based support that companies give their customers is distinct from the services they offer. What's more, the people responsible for providing support may be enjoying...
The Social Customer Economy: How to Use Twitter for Customer Service Interactions
WHILE SOME companies are starting to see that customer experience is critical to their business processes, few understand the role of social media tools. The Carphone Warehouse (CPW), an independent retailer of mobile phones and services, with more...
Who Analyzes the Analysts? the Technology-Analysis Industry Has Seen as Much Upheaval Lately as the Sectors It Covers
In times of consolidation, sometimes the big just get bigger: Look at technology research giant Gartner, which made multimillion-dollar deals for smaller firms Burton Group and AMR Research late in 2009. Barbara French, president and managing editor...