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. 13, No. 8, August

Channeling My Frustration: Words, Words, Words. Why Don't They Mean What They Used To?
THERE ARE CERTAIN WORDS and phrases we throw around in the corporate world that veteran businesspeople automatically grasp--but would never actually use around normal human beings. Spend--as a noun. Leverage--as a verb. Eating your own dog food. I'm...
Clarity Is SAP's New Enterprise: SAP Executives Stressed the Emerging Need for Transparency among All Enterprises. Did the Message Ring True?
Software giant SAP may have a new focus, judging from the messages set forth in Orlando, Fla., by key SAP executives during this year's SAPPHIRE user conference. While last year there was a heavy emphasis on "changing the game"--Web 2.0 applications...
Doing More of What You Already Do: Performance Management Is a Contact Center Requirement
PERFORMANCE MANAGEMENT is one of the most important enterprise concepts to find its way into contact centers. Many successful contact centers have adopted a performance management culture, in which they use metrics and key performance indicators (KPIs)...
Healing the Sick: Facing Regulatory Requirements, Spiraling Costs, and an Aging (and Ailing) Customer Base, the Healthcare Industry Looks to CRM to Balance a Pair of Age-Old Doctrines: First, Do No Harm-And Physician, Heal Thyself
[ILLUSTRATION OMITTED] "The patient is not only an illness, he has a soul." RENE FAVALORO,MD, 1923-2000, Cleveland Clinic surgeon--performed the world's first published coronary artery bypass, 1967 Healthcare reform can't wait, President Obama...
Intelligence in the Cloud: Business Intelligence Software Defined a Certain Stage of Maturity with CRM Data by Making That Data Actionable. Now On-Demand BI Promises to Do the Same for On-Demand CRM-By Making It Affordable
[ILLUSTRATION OMITTED] AFTER A DECADE of growth and adoption, it's not difficult to see that the software-as-a-service (SaaS) delivery model has staked a claim as a major force in the future of enterprise technology. Salesforce.com and others helped...
Less Is More: Email Collaboration Provider Zimbra Sheds Complexity, Opts for Simplicity-And Achieves Better Results
All Zimbra wanted was transparency. True to the nature of its open-source email collaboration product, Zimbra's marketing efforts follow a policy of open standards, viral models, and word-of-mouth distribution. Users are welcome to flame the company...
Managing Social Customers for Profit: A New Paradigm Calls for a Reassessment of an Industry Metric
THINK OF ONE of your low- or mid-value customers--not very wealthy, with a customer lifetime value (CLV) that doesn't add much to your corporate customer equity. But this customer is socially engaged--an ardent advocate for your products, she has sway...
Microsites to Serve Microsegments: Brands from Dell to Office Depot Are Slicing Customers into Ever-Tinier Segments-And Learning the Dos and Don'ts along the Way
[ILLUSTRATION OMITTED] Women just use computers for organizing recipes and counting calories, right? That's the message many visitors came away with after visiting Della, a microsite targeting the female consumer. Launched in May by computer giant...
More Books, Fewer Worries: Self-Publishing Company Author Solutions Turns to Salesforce.com's Platform-as-a-Service to Host Its Operations and Expand Its Library of Ideas
* Tell us about Author Solutions. We are the largest self-publishing company in the world--the market-share leader when it comes to publishing books for individuals. This year we published about 24,000 titles. We've grown enormously: Two years ago,...
Patience for Patients
Holy Cross, a full-service, nonprofit hospital in Fort Lauderdale, Fla., has been listening to more than just patients' heartbeats. Thanks to an enterprise feedback management solution from Allegiance, the healthcare facility has kept a close ear on...
Predictive Analytics: Keeping a Step Ahead: To Cope with the Recession, More Organizations Are Looking to Predictive Analytics for Answers
BARRIE MARKOWITZ, managing director of membership for the United States Tennis Association (USTA), says she had an intuitive sense that her 730,000 members were not all the same--but that's exactly how they were treated when she first took over the...
Rave All about It
Two and a half years ago, David Meerman Scott was championing an idea that most marketers thought was crazy: Give your brand over to the customer. Consumers, he says, are bypassing typical social prerequisites--like knowing real names or actual faces--and...
Servicing Software-as-a-Service: "The End of Software" Doesn't Mean the End of Software Headaches
TRADE-OFFS A SPECIAL 2-PART SERIES PART 2 THE TECHNOLOGY SIDE WITH THE ADVENT of software-as-a-service (SaaS), business leaders can deploy CRM applications to their organizations with little to no involvement from the technology staff. Given the...
Servicing Up Service Strategies: Delivering Quality Customer Service Means Making Quality Shots
[ILLUSTRATION OMITTED] It's hard to find someone not talking about how the state of the economy is transforming the way organizations have to conduct business. One of the most common out-of-bounds calls is to "do more with less"--something that...
Strategies That Endure
AS I DISCUSSED in last month's Front Office column ("Innovate Your Way Out of a Recession," July 2009), companies need innovative strategies to stay competitive, but those strategies must be blended with proven best practices. In Assistant Editor...
The Next Steps Matter, Too: The Framework for Any Pilot Program Requires a Plan for Engagement
IN A PREVIOUS column, we examined Front Runner, a pseudonymous consumer brand with a social media initiative. (See "First Steps Are Always Critical," April 2009.) That social media plan led to the implementation of a pilot at one of Front Runner's...
The Power of Information: OSIsoft Uses Socialtext to Revamp an Outdated Knowledge Base
[ILLUSTRATION OMITTED] When the product you're selling is support, then the support you provide is vital. OSIsoft is a 29-year-old company that made its name--and still makes its livelihood--delivering data-gathering systems that help record and...
X Marks the Spot: Consumers Are Looking for You on Search Engines-But Are You There to Be Found?
By the time this article comes out, there may be a whole new set of rules around local search. But it's worth pausing for a moment in this rapid frenzy of innovation, to recognize one group that's finally getting a little recognition in the storm:...