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. 9, No. 10, October

2005 CRM Elite
It is impressive when CRM vendors promise business performance improvements never before possible, but it is more impressive when their products actually deliver on those promises. The CRM Elite awards showcase six companies that have achieved significant...
2005 Influential Leaders
Influential leaders are those who pave the way for others to follow. They are often the first to market with a strong CRM product or strategy, are often the best at delivering a product or strategy, or have such industry clout that their actions reverberate...
2005 Market Leaders
The CRM industry over the course of the year grappled with well-publicized mergers and acquisitions, executive turnover, and product line restructuring. Still, the industry's impact--especially in the small and medium business markets--is growing more...
Back to Double-Digit Growth
THE CRM APPLICATIONS market is finally shaking off some of the post-Y2K listlessness and showing signs of life. A recent AMR Research report maintains that for the first time since 1999 the CRM software market reached a double-digit growth rate, jumping...
Contact Centers' Next Development: It's Hard to Ignore the Value of Risk-Averse Pricing That IP-Hosted Call Center Solutions Can Bring to Enterprises
THE INTERNET and IP telephony have changed the way call centers are implemented and managed around the world. Because of the revolutionary changes brought on by these technologies, multisite centers and the efficient, effective use of remote agents...
CRM World News Reel(ing): Spanning the Globe to Bring You Freakish Business Reportage
GIVING YOUR CUSTOMERS what they want, when they want it, is the crux of business success, right? Then why do my colleagues here at CRM magazine limit themselves to covering sales and marketing office environments and contact centers, with the occasional...
DestinationCRM Dashboard
* SAP's New Hosted Model? SAP is being tight-lipped about its plans to unveil a new offering, possibly with a hosted option, within its mySAP CRM family later this year. The company's unofficial announcement in August might have been a way to keep...
Direct Marketing Trends for 2006: More Companies Are Turning to the Web for Targeted Marketing Efforts
CSO INSIGHTS recently completed a worldwide survey of 281 companies that focused on assessing what priorities these organizations were setting for their target marketing programs (direct mail, telemarketing, database management, Web marketing, etc.);...
Happy Holiday Marketing
Marketers should prepare now for the upcoming holiday season online. Testing email campaigns and looking at last year's holiday successes and failures--instead of at more recent efforts--will help increase revenue. "One of the biggest fallacies is...
High Performance Customer Relationship Management: How a Branded Customer Experience Helps Build Loyalty and Growth
Over the years CRM has been a blessing and a curse for many organizations. Hoping for the best, they installed CRM programs expecting that technology would be the answer to their customer service problems. Unfortunately, software in and of itself...
Personalizing Marketing for Retail Customers
Pleasing--and, more importantly, retaining--the loyal, profitable retail customer has never been more difficult. With increasing competition from discount stores and constant challenges from new entries into the market, retailers need every possible...
Project Fusion: Coming Together or Falling Apart? PeopleSoft and J.D. Edwards Customers Discuss Bright Spots and Concerns
Oracle is building its Project Fusion initiative, but some PeopleSoft and J.D. Edwards customers still have questions about pricing, migration paths and product road maps, and database support. In January the company announced plans to merge functionality...
Talk Good: Best Practices in Speech Deployment; Industry Experts Provide Guidance for Considering and Deploying Speech Technologies
Speech recognition technologies continue to evolve, but the market has seen sluggish adoption, partially due to hefty costs and complicated deployments. Here, a review of some industry experts' tips for organizations evaluating speech technologies,...
The Blackhawks' Revitalized Game
Driven by last year's National Hockey League (NHL) strike (and in part by MLB's 1994 lockout), NHL teams are looking to put fans' fannies back into the seats. The Chicago Blackhawks recently turned to FrontRange Solutions' GoldMine product to enhance...
The Hot Skinny on Hackers: What Do They Know, and How Do They Find Out?
How are you fixed for security? Really? You say your antivirus software is up to date? Firewall is humming along nicely? Employees are scrupulous about changing passwords and not sharing them? That's great, but you're still wide open to threats and...
The Mobile Revolution Rings True
Dan Steinbock is an affiliate researcher at Columbia's Graduate School of Business and has traced the evolution and impact of mobile technology extensively. In The Mobile Revolution, Steinbock looks at the impact of mobility in consumer and business...
The Post-Strike NHL: Set to Score; Unified Customer Databases Are Helping to Boost the Sport's Renewed Marketing Efforts
Sport franchises have the advantage of marketing to some of the most loyal customers in any industry, but as Major League Baseball (MLB) found out in 1994, even diehard fans can be disheartened by a sport that goes on strike. It took MLB years--and...
Unleashing the Partnership Marketing Opportunity: Create Better Products and More Effective Marketing Campaigns at Lower Cost
A PARTNERSHIP marketing company is slumbering within many businesses. Waking it can create new revenue streams and increase value for existing customers. Many companies possess richer customer data than ever before. In particular, electronic mediums...