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. 7, July

2005 Annual Buyer's Guide: Welcome to CRM Magazine's 2005 Annual Buyer's Guide
Each year, CRM magazine invites leading companies in the field of customer relationship management to participate in this special advertising section. While many of these companies may be more familiar to you than others, all of these companies offer...
5 Elements to Consider after You've Outsourced: The Ink Is Dry on the Contact Center Outsourcing Contract. Now What? We Take a Look at Five Factors Companies Need to Evaluate over the Course of the Agreement to Ensure a Smooth-Running Partnership
few topics can upset Americans quite like outsourcing, the CRM industry's dirty word. More specifically, offshore outsourcing opponents argue that it delivers a brutal body shot to the economy by shipping jobs out of the country, and supports what...
A Big Buildup
Pardee Homes, a Los Angeles-based home-builder, was tasked with building a new home for the Leomiti/Higgins family. The problem: The house needed to be built in seven days, because Pardee was selected as the featured homebuilder for an episode of ABC's...
Breaking Down the Silos: Get Back to the Roots of CRM with This Refresher Course on Integration
WHAT ARE SILOS, ANYWAY? One of the key elements of any CRM plan is integration, the unification of all your company's data sources to create a single, holistic view of each customer. While technology is most often used to make this happen, integration...
Celebration Studios Finds NetSuite Engaging: A Wedding Photography Business Responds to Anxious Brides-to-Be in Minutes, Not Days
Frantic about-to-get-hitched couples run around trying to see to every final detail for their big day--time is short and everything must be perfect. Much of the planning must be done by these couples on weekends, and the last thing they are able to...
Challenges with 911 to Slow VoIP Adoption? Major Phone Companies Are Offering VoIP Providers with 911 Services, but Tracking and Routing Issues Remain
The Federal Communications Commission (FCC) recently has been opening its ears more to issues surrounding Voice over IP (VoIP), including the 911 capabilities of VoIP providers--or lack thereof for some. In May FCC Chairman Kevin Martin announced a...
Checking in with E-Commerce: InterContinental Hotels Group Chooses ATG for Personalization and Content Management on the Web
InterContinental Hotels Group (IHG) understands the importance of the online channel. In fact the company, which comprises more than 3,500 hotels in nearly 100 countries and includes some of the most recognizable brands in the hospitality industry...
Crm 2.0
IF THERE WERE EVER an issue of CRM magazine that underscores the industry's maturation, it's this one. Many companies have already implemented some sort of traditional CRM technology or transactional system, but recent technological advancements are...
From Cost Center to Cash Cow: As Contact Centers Are under Mounting Pressure to Grow Revenue for Organizations, CSRs Are Being Encouraged to Engage in Cross- and Upsell Opportunities
Contact centers are the units with the most customer interactions in many businesses, but are sometimes considered to be nothing more than cost centers by the rest of the organization. As they look to escape that stigma, they are implementing strategies...
How to ... Assess Customer Satisfaction Levels by Going beyond the Standard Satisfaction Survey
It's no secret that customer satisfaction levels directly affect brand loyalty, but getting a realistic understanding of your customers' sentiment can be tricky, especially when using antiquated survey methods. Consider these tips for assessing customer...
Lending a Helping Hand: Business Outsourcing Provider Pearson Government Solutions Answers the Call of Thousands Who Take Employment for Granted with Those Who Cannot
OF THE ROUGHLY 35 million people who are severely disabled in the United States, only 30 percent are employed. Every year the Office of Disability Employment Policy (ODEP), a government agency created in 2001 within the Department of Labor, attempts...
Microsoft CRM and Great Plains Make Payment Processing GO: A Payment-Processing Leader Learns the Benefits of Back-End Integration
What does a vendor of customer service products do when it runs into customer service issues of its own? That was the dilemma facing GO Software, a provider of payment-processing software, which recently became a division of VeriFone. The company's...
On Demand Is in Demand: An Increasing Number of Companies Are Seeking These Solutions, but Vendors Have to Prove Themselves Worthy
Software as a Service (SaaS), or on-demand applications, is gaining momentum, but reports say vendors need to do a better job of proving their worth. A study by IDC shows worldwide spending on SaaS reached $4.2 billion in 2004, a 39 percent increase...
Peppers and Rogers Focus on Customer Value
Recognized for the past decade as experts on customer-based business strategy and founding partners of the Peppers and Rogers Group, Don Peppers and Martha Rogers, Ph.D., have continued to set standards in CRM. The two have coauthored six best-selling...
Real-Time CRM: A Business Revolution in the Making; Three Trends Are Bringing Companies to the Next Logical Step
CRM TOOLS AND TECHNIQUES have been around for two decades. They have been successfully applied within all kinds of organizations to help improve customer-facing business processes and to drive efficiencies into the way organizations implement their...
Reuniting Displaced Families: FrontRange Links Holocaust Survivors and Their Families with Relatives and Events from the Past
JewishGen is a Texas-based not-for-profit that traces the ancestry of Jewish families. Its original goal was to provide a way to connect families separated during the Holocaust. The organization began as a bulletin board service in the early 1990s,...
Secret of My Success: Overton, a Supplier of Water Sports and Maritime Equipment, Turns to QAS to Deep Six Dirty Data
* Why CRM? Overton ships large volumes of packages every year. We do about $65 million a year in sales to approximately 3 million customers--99 percent of our business comes through our catalog sales. During the summer time, which is our peak season,...
The Search for Growth through Innovation: G.E. Reevaluates Its Efficiency-Related Efforts
GENERAL ELECTRIC CEO Jeffrey Immelt is willing to face what most CEOs are still hiding from: Efficiency has come at the expense of the customer. The business press continues to cover G.E.'s efforts to find growth through innovation. The company once...
To Open Source or Not to Open Source: Recent Debuts by SugarCRM and Salesforce.com Could Jump-Start an Industry Space
The release of SugarCRM 3.0 in April and Salesforce.com's announcement of its Summer '05 release to introduce several open-source tool kits in June have signaled yet another move by vendors into this rapidly developing space. While many companies are...
What's in a Name? Tearing through Systems to Scrub Dirty Data and Gaining a Cultural Understanding of Names across the Globe Is No Easy Task
SHAKESPEARE may have been right that a rose by any other name would smell as sweet, but that doesn't apply to your database. Using the wrong name flat out stinks, and could cause you to lose a customer and money. Names present lots of problems, especially...
Whither WiMAX? What a New Standard for Wireless Data May Mean for Your Business
The advent of wireless communications via phone and Internet changed the way we do business. Cell phones, PDAs, notebooks, and other wireless devices accompany business travelers and field agents wherever they roam, and so do problems with limited...
You Got Your PRM in My CRM: How Are the Changes That Channel Management Systems and Their Providers Are Experiencing Going to Play Out?
There is an emerging trend for CRM suite vendors and service providers to include a means for partners, resellers, and even customers to access parts of a company's CRM system. Corollary to that trend, specialized providers of PRM tools are risking...