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. 2, February

Adding the Persona Touch: With an Eye on the User Experience, Some Brands Are Inviting Imaginary Friends to the Party
[ILLUSTRATION OMITTED] Tina is the ideal customer, the one that 1-800-Flowers.com always dreamt of. It's just a pity she doesn't really exist. She's nothing but a composite of various customer traits. Lisa Hendrikson, on the other hand, is quite...
AT&T Mobility Delivers a Tailored Mobile Solution to a Leading Pharmaceutical Company
[ILLUSTRATION OMITTED] AT&T worked with a leading pharmaceutical company to deploy a real-time CRM solution. The results are described below. EXECUTIVE SUMMARY This company offers a number of leading products. They have a first class sales...
Avoid the Disaster of 2009: Learn from Your Failures to Fine-Tune Lead Generation Efforts
AS 2010 UNFOLDS, with its all-new set of targets for revenue and growth, let's take a moment to look at the singular disaster of 2009, so we don't repeat the mistake this year. First, let me take you back to the very end of 2008. Of the more than 1,800...
Ciena Cozies Up to Its Partners: Community Tools from Mzinga Help a Communications Company Communicate
* Tell us a bit about your organization. Ciena is a global communications-equipment company that builds network solutions for service providers and enterprises worldwide. If anyone is using Triple Play--Internet, phone, and cable television--their...
CRM Gives Back
IN CHALLENGING economic times, discretionary income shrinks, and people and companies understandably increase focus on themselves. However, times like these are when nonprofit organizations need the most help, and I'm aghast when companies in a position...
Customers Don't Buy What You Sell: Your Company Is More Than the Sum of Its Transactions
IT WAS A SIMPLE transaction: The customer arrived early to the airport, several hours before his ticketed flight. Eager to return home as soon as possible, he requested a ticketing change to get a seat on the next available flight. A few phone calls...
Food for Thought: RightNow Technologies Helps Organic Valley Feed Information-Hungry Consumers
[ILLUSTRATION OMITTED] Increasingly health-conscious consumers have helped cultivate demand in recent years for a bumper crop of organic foods. According to a study by the Organic Trade Association, U.S. sales of organic food and nonfood products...
Google Wave Makes a Splash in CRM: Google Wave Isn't the First to Wade into Real-Time Collaboration, but the Tsunami of Buzz May Drown the Competition
[ILLUSTRATION OMITTED] Eight years passed before the verb "to google"--the act of using an online search engine--made it into English-language dictionaries, over the very public objections of the company that inspired its creation. Now, less than...
Helping Hands: The Nonprofit Sector Needs CRM More Than It Knows, but Its Relationships Are with Donors, Members, or Activits-And Technology Is Rarely a Cause Worth Fighting for. Will the Low Cost of On-Demand Solutions Finally Allow Nonprofits to Embrace CRM?
While the holiday season often puts people in a charitable mood, Steve Froehlich is already bracing for the inevitable by the time October rolls around. As the senior director of direct response at the American Society for the Prevention of Cruelty...
High Five for DB5: With InfoStreet, a Consultancy Gets Enterprise-Caliber Efficiency on a Small-Business Budget
As the former chief executive officer of Hall & Partners, a multimillion-dollar agency for brand-and-communications research (acquired by Omnicom Group in 2003), Chris Hubble had a few tricks up his sleeve when he founded DB5, a market-research...
Indecisions, Indecisions, Indecisions
Jonah Lehrer has decided one thing for sure: He simply can't make up his mind. According to the author, a contributing writer to national publications such as The New Yorker and Wired, most decisions don't come as easily. "I would spend half an hour...
Make the Selling Simpler: Organizations Want Sales Reps to Have Access to the Right Information at the Most Critical Moments
SALES PROFESSIONALS should have the world at their fingertips, thanks to netbooks, laptops, smartphones, and the ubiquity of cloud-based data. And yet pundits and executives alike say the same basic challenge endures: the lack of personalized, targeted...
Possibilities and Potentialities: After the Acquisition by IBM, SPSS Executives and Customers Alike Predict a Bright Future for Predictive Analytics
Many were surprised by IBM's July 2009 acquisition of predictive analytics company SPSS for $1.2 billion. Soon after the deal officially closed, SPSS--now an IBM company--held its first user conference as a member of the Big Blue family, seeking to...
Speaking of Customer Insights: Speech Analytics Can Help Improve Customer Experience, Cut Costs, Reduce Attrition, and Minimize Risk
AGAINST ALL ODDS and despite the worldwide economic recession, the speech analytics market outperformed the great majority of contact center and information technology segments during 2008, and appeared headed for similarly stellar results in 2009....
Stressed and Distressed: Underappreciated. Overworked. Underpaid. Here's a Shock: Stressed-Out Customer Service Agents Provide Lousy Customer Service. We've Got Ways to Reduce the Tension-And Raise Satisfaction-On Both Sides of the Call
[ILLUSTRATION OMITTED] STRESS CAN BE A KILLER. Sure, it'll raise your blood pressure--but did you ever realize it can lower your customer satisfaction scores? The tension your customer service representatives (CSRs) are living through every day...
The Hitchhiker's Guide to the Gala: How to Survive the Vendor Events of Last Resort-No Matter What Resorts They're Held At
[ILLUSTRATION OMITTED] SYNCHRONICITY rules my life and my work, it seems. No, I'm not talking about the classic album by The Police, though that also rules; I'm referring to how, despite the time lapse that's part of the production cycle for a print...
The New-Age Home: Aided by SiteSpect, a Specialist in Elder-Care Placement Boosts Web Conversions and Better Addresses Client Needs
Founded in 2000, A Place for Mom is the nation's largest service for elder-care referrals. "We help families find all sorts of elderly-care solutions for their loved ones--nursing homes, assisted living, home care," says Ben Villa, the service's senior...
The World Is Their Oyster: Give Customers an Opportunity to Play an Active Role in Customizing Their Customer Service
WHAT WILL IT TAKE to be a high-performing business as the global economy improves? The latest version of an annual Accenture study--surveying more than 5,000 consumers in 12 countries across the Americas, Europe, and Asia/Pacific--offers some insight....