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. 7, July

15 Years of Pocket Shots and Miscues
TO BE GOOD at Eight-Ball, you have to take a measured approach for each shot. To be great, you have to consistently do this and set yourself up for the next shot. Much like Eight-Ball, to be most successful with CRM strategies, you need a measured...
2010 Annual Buyer's Guide
Every year we reach out to providers of customer relationship management solutions and services to present to you, our readers, with a valuable resource you can refer to as you research potential vendors. Each year there seems to be a hot category,...
Advising Consistency: Financial Services Provider Raymond James Financial Gently Offers Its More Than 5,000 Advisors and Associates a CRM Interface They're Familiar With
When it comes to large-scale CRM rollouts, few organizations can boast of higher user-adoption rates than those seen by financial services company Raymond James Financial (RJF). The secret to RJF's success? Developing a system based on stakeholders'...
Analyze This! Are We Suffering from Too Little Data, or Wallowing in Too Much of It?
IT HAS BEEN SAID, FAMOUSLY, that you can't manage what you can't measure. I'd like to attribute this quote, but there are nearly a dozen conflicting citations. This maxim is nowhere truer than in CRM, a discipline that has been devoted to corporate...
Can Your Customer Be Your BFF? A New Book Examines What It Takes to Engender the Strongest Kind of Customer Loyalty
Ever wonder what truly passionate customers might say about the companies they adore? Well, the hardcover edition of Jeanne Bliss's new book, I Love You More Than My Dog, wastes no time highlighting some of those real-life raves: The inside cover is...
Changing the Deal: Sigma Financial Turns Sales into Something More Than Spreadsheets
In 2006, Sigma Financial was busting at the seams. In February 2002, the Ann Arbor, Mich.-based broker-dealer firm had embarked on a joint venture to manage its side of sales for Midland National Life Insurance, a company with nearly 900 sales reps....
Conference At-a-Glance
CONFERENCE AT-A-GLANCE MONDAY, AUGUST 2 8:00 a.m.- CONTINENTAL BREAKFAST 9:00 a.m. 9:00 a.m.- WELCOME & OPENING KEYNOTE 10:00 a.m. 10:15 a.m.- KEYNOTE 11:00 a.m. TRACK A * CRM 11:15 a.m.- A101 * Executive Boot Camp,...
Connecting the Disconnected: Professional Services Firm Ceridian Brings Its Independent Sales Forces under One CRM Roof
When talking about CRM implementations, managers and consultants tend to toss around software speak: scalability, adoption, visibility. But for Ceridian, a global provider of business services, those are more than just buzzwords. The company, which...
CRM Is No Longer a 4-Letter Word: Why the Badge Is Finally One Worth Wearing
[ILLUSTRATION OMITTED] Some words just leave a bad taste, and the notion of washing your mouth out with soap simply isn't going to do the trick. Just ask Brad Wilson, currently the general manager of Microsoft CRM for the Microsoft Business Solutions...
CRM: Then and Now: Over the Last 15 Years, CRM Projects and Plans May Have Changed Dramatically, Introducing New Angles and Complex Combinations, but the Overarching Goal of Improving the Customer Relationship Has Remained a Straight Shot
BALLS. Pool, billiards, snooker--no matter what game you're playing, there's an undeniable beauty in the chaos of brightly colored ceramic spheres suddenly set in motion. The geometry may be convoluted, with collisions and caroms reorienting direction...
Driving Results: How AAA Mid-Atlantic Turned Database Marketing into Member Retention
Customers expect efficiency from all aspects of an enterprise--from the products they buy to the people they call to complain about those products. How better to serve customers than to anticipate their needs by gathering and employing all the data...
Putting the Pedal to the Metal with Sales: A Cloud-Based CRM Implementation Helps a Digital Sales Agency Drive Its Solutions into the Future
* Tell us about the company you founded, Sales Engine International (SEI). SEI is a Sales 2.0 digital agency. Our unique prospect engagement program integrates advanced CRM, Web video, outbound campaigns, social media, and Web analytics to create your...
Reading the Text: McGraw-Hill Learns to Sell Smarter
Book selling has always been about getting the product into the hands of customers. Sure, one can judge a book by its cover, but that judgment is worthless. Without a recommendation from a friend or a trustworthy review, a customer won't know whether...
The Cautionary Tales of CRM: Words of Wisdom Drawn from Decades of Disappointment
OVER THE YEARS--in fact, since even before CRM was known as CRM--the industry's objectives have remained fairly consistent: Seek better profits by better understanding and better serving customers. There have been only two basic changes: Approaches...
The Complexity of Collection: A Slew of Recently Released Web Analytics Products May Advance the Collection of Customer Data from Social Networks
[ILLUSTRATION OMITTED] Intelligent businesses have been collecting and analyzing Web traffic data for nearly two decades now. After all, what company wouldn't want to understand how and why a customer visits its site? The difference between success...
The Next 15 Years of CRM: Your Customer-Centric Business Strategy Must Become a Two-Way Street
THIS MONTH'S ISSUE examines the past 15 years of CRM through the tales of several best-in-class companies. [Editors' Note: See page 44.] In the next 15, increasingly sophisticated (yet easy-to-use) social media tools and techniques will make creating...
The Siebel Effect-And Its Survivors: Failed CRM Projects of the Past May Lead to a Promising Future
FAIR OR NOT, Siebel Systems--the CRM pioneer later acquired by Oracle--is often considered the poster child for failed CRM system implementations. I've heard dozens of war stories about overaggressive and excessively large CRM implementations that...