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. 12, No. 10, October

Achieving Maximum Results Optimizing Your Sales Resources through Effective Use of Territory Alignment
As a core part of hitting revenue goals in the real world of finite budgets, sales executives are focused on getting better "per-rep" (and therefore, total sales force) results for the least amount of cost; salaries, commissions, and travel. While...
An On-Demand Assessment: Five Nines of Semantic Foolishness, at Your Service
I COME TO YOU THIS MONTH to correct a grave injustice in our industry. Something's getting called something it shouldn't, and it's time I took a stand against it. Since I got to this job three and a half years ago, I've said that software-as-a-service...
AppExchange and You: Getting More Value and Faster ROI from CRM
One of the most common challenges facing salesforce.com users is "How can I get all my data connected to salesforce.com--quickly, reliably, affordably?" AppExchange provides various approaches to meeting this challenge, but there is one salesforce.com...
Arranging All the Pieces of the Puzzle: Methodology and Training Firm Sales Performance International Gathers Up Its Scattered Client Data with Jigsaw Data's Online Contact Management
[ILLUSTRATION OMITTED] * Tell us about Sales Performance International. At SPI, we've been fortunate because a great amount of our revenue comes from existing clients and referrals. Not a week goes by that we don't get a company saying that they...
A Week of Strong Customer Service: An Annual Tradition Provides Hope for Reps Facing Ever-Increasing Burdens
Customer care representatives have it tough--so it's no surprise to discover that companies are having a harder time holding onto them. In 2007, the attrition rate for contact center agents was 27 percent, a 93 percent increase from the rate in 1997,...
Build a Good Event and They Will Come: A Loyal Fan Base Is the Best Defense against a Declining Economy
If we're in an economic slump, the effects are certainly being buffered by a grand slam of entertainment fit for all audiences. It's been a year of what ticket reseller StubHub refers to as marquee events. The New York Giants and New England Patriots,...
CRM Eases the Pressure for WIKA Instruments: Selltis Helps Gauge Sales Solutions for a Maker of Industrial Gauges
[ILLUSTRATION OMITTED] Measurement and regulation are important issues with industrial machines -and also with the companies that make them. Such is the case with WIKA Instruments, the Canadian subsidiary of WIKA Alexander Wiegand GmbH & Co....
CRM Magazine Best Practices Series: Salesforce.com's AppExchange-Leveraging Your Commitment to On-Demand CRM
For those of you who may not be familiar with Salesforce.com's AppExchange marketplace, it's an eminently easy-to-navigate on-demand delivery platform allowing Salesforce.com users to research, evaluate, and purchase applications from third-party independent...
CRM on the Inside: What Your Inside Sales Team Knows about Selling, and What Your Field Sales Force Needs to Learn
CSO Insights' 2008 survey of over 1,600 firms worldwide found that the number of sales organizations that have formally implemented a CRM system has risen to 70 percent. Five years ago, the figure was only 51 percent--sign that the CRM industry as...
Data Mining and CRM: Predicting (and Improving) Sales Performance
Your customers and prospects are more predictable than you think. They engage, inquire, negotiate, and purchase according to quiet little patterns etched into transactional and behavioral histories stored in your very own CRM system. Organizations...
Even SaaS Requires the Right Approach One "S" Stands for "Service"-So Provide Some
IN THE WORLD OF CRM, success can be elusive. In response, many companies have adopted software-as-a-service (SaaS) to accelerate implementations, reduce costs, and control risks. For smaller companies, SaaS can substantially bolster the probabilities...
Experience Salesforce Mobile on BlackBerry
As a BlackBerry user, you already experience the benefits of mobile applications such as email, phone, contacts, and the internet. However as a mobile sales person, more often than not you are away from the tool that connects your business to your...
How Much Marketing Is Too Much? Whether Marketers Send Messages across Multiple Channels or Just One, Every Customer Has a Limit. the Trick Is Knowing Where That Limit Is
THE ALARM GOES OFF and you hear cats meowing a tune that sounds vaguely like the Bee Gees. In the bathroom, the side of your toothpaste entices you to try a new orange-malibu-jazz! flavor. Reading the morning paper, pages of coupons from your pharmacy...
Integration Strategies-Realize the Full Value of CRM
Salesforce.com is so easy to get up and running that users tend to expect instant access to all of their business information--about customers, contacts, leads, opportunities, and more. Although SaaS applications like Salesforce.com offer immediate...
Marketo Customer Success Story: Acteva
Acteva provides online event registration, ticketing and payment management services. Since 1998, more than 12,500 customers, including Bausch & Lomb, Pfizer and SAP, have trusted Acteva for more than 215,000 events. Acteva's completely automated...
Re: Tooling
Business Problem: Failure to create actionable strategies from unstructured customer data Tech Solution: Text Mining Tools You have plenty of customer information. The new frontier is combing through the mass of data from blogs, customer feedback,...
Ribbit for Salesforce: Voice Automation for Salesforce.com on the Appexchange
THE APPEXCHANGE OFFERS COUNTLESS WAYS TO CUSTOMIZE AND ENHANCE YOUR EXPERIENCE WITH SALESFORCE.COM. NOW ONE NEW APPLICATION--RIBBIT FOR SALESFORCE--DELIVERS A TRULY INNOVATIVE WAY OF KEEPING SALESFORCE.COM CURRENT AND ACCURATE BY MOBILIZING THE POWER...
Sales 2.0: Tap into Social Media to Drive Enterprise Sales Results
"It's not what you know, but who you know." You've heard that phrase countless times and it continues to be true, especially for business relationships. However, with social media finding its way into sales departments, a new version of this old...
Salesforce.com Application: Delivering Automated Controls for Contract Processing
[ILLUSTRATION OMITTED] COMPANY OVERVIEW LinkedIn is an online network of more than 18 million experienced professionals from around the world, representing more than 150 industries. LinkedIn takes your professional network online, giving you...
Salesforce Integration-It's Not Just for IT Any Longer
The CRM system contains one of the most important databases in any enterprise. But to effectively deliver that information when and where it's needed, the CRM system must integrate with back-office systems and other applications. This requires something...
SAP Retains Market-Share Lead in CRM: Gartner Report Shows the Wonder of Walldorf Still on Top-But a Lawsuit and Other Troubles Loom
The market for enterprise CRM software remained strong in 2007, according to recent reports from Gartner. And "strong" is really strong in this case: The firm pegged CRM revenue growth in 2007 at a robust 23.1 percent, rising to a total of $8.1 billion....
Silverpop Vtrenz and Salesforce.com: A Powerful Combination for Lead Scoring and ROI
For any company with a sales force, defining what comprises a "hot lead" can be a struggle. While the marketing department happily tosses to sales everyone who downloads a white paper or registers for a Webinar, sales may consider such prospects to...
Some Stories Never Get Old: A Cosmetics Company Relies on Its Customers to Share the Beauty of Its Brand
Ever since Phoenix-based cosmetics company philosophy launched its Web site in 1996, a feedback form has invited customers to share product experiences. Without any incentives, customers submit testimonials articulating everything from the products...
Sprinting toward Disaster? the Mobile-Service Provider Runs into Problems and Looks to Customer Experience as a Solution
[ILLUSTRATION OMITTED] When an organization's internal problems become public, how does that affect its customer service? And if those customers begin feeling expendable, what can the company do to keep the right ones? Dan Hesse, the chief executive...
The High Quality of Quality Management: New Solutions Continue to Make an Impact Inside and outside the Contact Center
THE QUALITY management/liability recording (QM/LR) market had another great year in 2007. The overall market--sometimes referred to as workforce optimization (WFO)--grew by 13.1 percent, from $2.1 billion in 2006 to $2.4 billion in 2007. The contact...
The New Breed of CRM Consultant: With the Days of Never-Ending On-Premises Engagements and Limitless Budgets Long Gone, CRM Can No Longer Sustain the Consultancies of Yesteryear. but What Kinds of Professional Services Are Still Needed in Today's CRM Industry-And What Kind of CRM Are Consultants Selling?
[ILLUSTRATION OMITTED] When Mark Benioff cofounded Salesforce.com, in 1999, he loudly declared that the software-as-a-service (SaaS) model would drive into obsolescence the exorbitant installation-and-maintenance fees once commanded by consultancies....
The Price Is Right ... You Hope: Maximizing Profit Isn't about Squeezing Your Customers Dry; It's about Charging Them What's Fair. Price Optimization Is No Longer a Chore or a Secret Technology-It's a Competitive Differentiator for Those Wise Enough to Explore It
Here's a testimonial you may wish to consider: "Price optimization software is a confidence-builder--it sets the floor price and target price, and proves a deal's value from the start. It's a big win--it can take an entire business up a couple of margin...
There's No Place like Home: As Technology Drives Flexibility, the Living Room Is Becoming the New Contact Center. Will Customer Service Ever Be the Same?
[ILLUSTRATION OMITTED] For nearly 10 years, Tangela Hamilton, a 33-year-old Dallas resident, had worked in traditional contact centers. Her life, however, took a monumental shift when she took in her niece, citing a difficult family situation. "My...
These Marketing Messages Go to 11
WE'VE REPORTED in the past on the effects that poor marketing efforts have on consumers. Customers are bombarded by so many messages that they're tuning out, making it increasingly difficult for any messages to get through. Instead of better targeting...
The Sweet Smell of High-Quality Service: Bath & Body Works Delivers a Superior Customer Experience Thanks to Astute Solutions
As companies begin planning for the holiday season, they can't afford to overlook customer service. Any rise in the number of purchases--which, after all, is the goal of most businesses--will almost certainly lead to a proportional rise in post-holiday...
United We Stand
In the Civil War, our warring states took four years to unite as a cohesive nation, but it's taking marketing departments decades to come together--admittedly, with less brutality, but with no imminent end in sight. A winning strategy, however, is...