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. 16, No. 1, January

5 Best Practice Tips for Leveraging Automated Voice Self Service for Improving Customer Service
Customer care managers are finding new opportunities for building retention and loyalty programs without busting the budget by leveraging more capable speech self-service solutions. A variety of technology and business factors are coming together to...
5 Hot Marketing Trends: Customer Strategists Must Step Up Their Engagement Efforts as Mobile's Mercury Rises
[ILLUSTRATION OMITTED] For marketers, a new year is about opportunities. It's another chance to roll out better campaigns and gain further insight into what customers want, as well as find new ways to engage those customers. More than ever, it's...
Are CRM's Worst Years Behind It? Cloud Technologies and Social Networking Will Drive Future Demand
After five years of very little revenue growth--approximately 1.5 percent per year--CRM service providers experienced 6.4 percent growth in 2011 to propel the industry toward $6.8 billion in revenue, according to the latest numbers from research firm...
Are Your Online Customers Still Picking Up the Phone?
When knowledge management solutions first entered the market over a decade ago, the world of customer service was a very different place. Internet adoption was still on the rise, and most users simply picked up the phone for help. Today, the internet...
A Tale of Two Companies: Why Successful Crm Is All in the Mix
WHILE THE industry took a major step forward a decade ago, with vendors concluding that solid customer-facing business processes need to be in place prior to installing CRM software, I continue to be surprised by how many companies fail to understand...
Caber Sure Fit Has Sales Growth Covered: The Canadian Home Decor and Furniture-Protection Products Provider Gains a 28 Percent Sales Increase with Sage SalesLogix
As the exclusive Canadian distributor for all Protect-A-Bed mattress-protection products, Caber Sure Fit has been getting a lot of business of late, thanks to the sharp increase in bedbug infestations across North America. The provider of home decor...
Can Mobile and IVR Avoid a Fight? Customer Interaction Technologies Should Support One Another, Not Compete
While interactive voice response (IVR) systems have remained a staple for call centers, their use has been declining gradually with the emergence of other types of customer service, especially through applications that customers can access via their...
Creative SEO Strategies Lead to Ringing Results: Distilled Works with Impact Dialing to Boost Search Rankings
Impact Dialing, a company that offers auto dialer software, was built out of frustration, according to founder and CEO Michael Kaiser-Nyman. After struggling to find an affordable and efficient auto dialing system to help Equality California campaigners...
Customer Self Service: Give Your Customers What They Need without Them Having to Ask
Customer self-service is a cost effective solution that gives consumers quick answers without them having to contact a customer service representative. Not only does this method empower the customer, it empowers the organization providing the self-service...
Customer Self-Service Solutions: Helping Customers Help Themselves
This year's Best Practices Guide to Customer Self-Service Solutions is probably one of the best we've produced over the past few years. There are certain reoccurring themes that have to be mentioned, but that are also self-evident to companies who...
Customer Service Is a Complex Ecosystem: Forrester Research Finds Companies Lack Integration across Channels
As more communication channels become available, running contact centers has become increasingly complex, according to a recent report from Forrester Research. The report, titled "Craft Your Contact Center Investment Plans in Light of Technology...
Delivering Customer Service in a Mobile World. Is Your Business Ready?
In a world with nearly 7 billion people, it is estimated that more than 4 billion mobile phones are in use today--evidence that communications environments are rapidly changing. And with these changing environments, earning customer loyalty in a cost-effective...
Dominating Your Market by 'Easifying' the Customer Decision Cycle
[ILLUSTRATION OMITTED] [ILLUSTRATION OMITTED] In our hyperconnected society, word-of-mouth marketing can no longer be ignored. To be successful at it, though, requires a unique mindset and skill set, according to George Silverman, founder and...
Don't Count out Email Yet: New Advances Make Email a Smart Choice for Marketers
Email marketing has come a long way from spamming (and irritating) consumers with mass messages that are quickly deleted. Thanks to advances in technology, marketers can target potential customers with email messages that are personalized and trackable....
eGain Busts Five Web Self-Service Myths
There are five common myths in web self-service that often lead to poor business results, negative customer experiences and eventually, customer defections. Based on over a decade of experience in implementing self-service at world-class companies,...
FrontRange Solutions-GoldMine Mobile Edition 9.0
The mobile marketplace for CRM users has been an ever growing an ever changing business since its inception, and it will continue to be ever changing in the foreseeable future. Regardless of change, the importance of mobile CRM speaks for itself. ...
Go Mobile! with AT&T's Award-Winning Mobile CRM from SalesNOW
[ILLUSTRATION OMITTED] In today's business environment, building positive customer relationships can be critical to your success. Having real-time access to customer information and the ability to stay connected with your sales teams can help build...
Intelligent Virtual Assistants: Best Practices in Personalized Web Self-Service
A website is an ideal way to attract and engage customers, and can be a company's greatest asset in both the sales process and for conducting day-to-day business. But many consumers aren't taking full advantage of all the benefits websites offer: a...
Music Lessons: What's Fun Got to Do with Learning? Everything
NOBODY LIKES BEING FORCED to do anything, especially learn. It's not the learning itself that's such a pain, but the things that go along with it--not being in control of the experience, having to stick to somebody else's curriculum and schedule, and...
New Tools Require a New Mindset
LOOKING AHEAD, we wanted to know which new technologies will have the biggest impact on marketers in 2012. So Associate Editor Judith Aquino polled some of our trusted sources for their favorite picks and came up with a short list in her cover story,...
Redefining CRM: Why One Size Fits All No Longer Does
WHEN I was an analyst at Gartner back in 1997, we wrote and introduced one of the foundational definitions of CRM. In a column that I published in 2001, I wrote that "CRM is an enterprise business strategy for using customer information to maximize...
Speech Analytics in the Voice of the Customer Era: A Valuable Application Increases Its Role
THE SPEECH ANALYTICS market hit its stride in 2010. Despite a weak economy, this technology sector has continued to pick up momentum and grow. The number of speech analytics implementations increased by 22 percent between 2009 and 2010, following growth...
Tablets and Smartphones Transform the In-Store Customer Experience: Retailers Hope to Give Consumers New Incentives to Shop at Brick-and-Mortar Stores
It's no secret that lower prices and fast deliveries have made online shopping an increasingly attractive option for consumers. With the advent of advanced mobile devices, such as smartphones and tablets, shopping online has become even more convenient....
The Symbiosis between Self-Service Channels and Agents
There is a perception that self-service channels are not effective at anything more than reducing costs and dependency on agents. However, with advances in technology and business intelligence analytics, self-service channels are becoming smarter--and...
Turn Your Sales Reps into Challengers: In a Tough Sales Environment, an Assertive Sales Rep Trumps Relationship Builders
It's no secret that a significant amount of selling occurs as a result of relationships. Developing a rapport with your client is often what closes the deal. But what happens when this tried-and-true approach no longer works? The recession may technically...
Virtual Assistance and Self Service: Are Animated Digital Characters for Real?
Virtual assistants, or VAs, are not a new concept, originating in the mid 1960's (without digital representation of course) and making a brief resurgence in the early 2000's before quickly fading out again. Over the past 2 years, however, interest...
When Disruption Is Good: Subscription Services Lead the Business Revival
THE YEAR 2012 begins the big disruption, re-energizing the global economy, with its epicenter in enterprise software. All of the pieces and parts are in place, like a giant interstellar dust cloud slowly forming a star under the pressure of its own...
Yahoo! Search Yields a Better Sales Tool: The Internet Search Firm's New Sales Portal Is Built around Salesforce's Force.com and Chatter Platforms
It's no secret that Yahoo! has had its share of financial troubles lately, and the Sunnyvale, Calif.-based Internet search firm continues to struggle to breathe life into its online advertising and search business. Poor financial performance ultimately...