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. 10, No. 7, July

2006 Annual Buyer's Guide
Welcome to CRM magazine's 2006 Annual Buyer's GUIDE Each year, CRM magazine invites leading companies in the field of customer relationship management to participate in this special advertising section. While many of these companies may be more...
A Nearshore Niche in Nicaragua: Two New Call Centers Offer Bilingual Agents, Lower Operating Costs, and Closer-to-Home Comfort to U.S. Companies
"Good morning," says Kendra Bordas in her best American-accented English. "I'm calling from Q Pharmacy in San Antonio. May I speak to Ms. Cortez?" [ILLUSTRATION OMITTED] When the elderly Ms. Cortez comes on the line, she answers in her native...
A Thousand Words Will Betray Consumer Trust: Overcommunication and Spin Can Have the Opposite of a Marketer's Intended Effect
"I mage is everything," says a Canon camera ad campaign. However, a recent report by consumeraffairs.com alleges that the company is taking the slogan too far, focusing on corporate image rather than customer trust. The article asserts that Canon overflows...
Business Problem: Marketers Are Failing to Drive Revenue and Market Penetration from Their Current Campaigns. Tech Solution: Marketing Campaign Optimization Tools
Today's marketing organizations deliver communications that are more diverse and frequent than ever before. As a result, marketing budgets are continually strained, and there is mounting pressure to improve response rates and revenues from campaigns....
CRM Says "Ahhh ...": As Healthcare Providers Turn to Electronic Records, CRM Finds Its Way into the Practice
It's hard to imagine a more customer-centric industry than healthcare. While most businesses sell products or services, healthcare providers like hospitals and private practices keep customers--the patients--alive and well. Healthcare payers, the other...
Customer Segments Matter: Define and Manage Them in the Organization So That Their Value Is Specifically Differentiated
MANY COMPANIES articulate detailed segment plans, but few define and manage their segments in ways that allow the organization to easily differentiate the value it offers specific groups of customers. As market polarization widens the gap in the lifetime...
Demystifying CRM Adoption Rates: Four Essential Facts about End-User Performance and Buy-In
I RECENTLY SPOKE at a global sales summit in Verona, which gave me a unique opportunity to interact with sales executives from all corners of the world. I heard their perspectives on sales effectiveness challenges, sales process, and channel management,...
Easy-on-the-Pocket QA for Seasonality: Deploying a Hosted Solution Helps a Retailer with a Diverse Inventory Monitor and Train Its Seasonal Staff
Norm Thompson Outfitters tells its customers to "Escape from the ordinary." The online and catalog retailer sells men's and women's clothing, shoes, and accessories, as well as more unique items like handmade soapstone hearts by Kenyan craftsmen and...
Embrace Complexity: Avoid Paying the Price of Oversimplified Customer Interactions
ONE OF the largest banks in the United States recently executed a simplification process that included the elimination of a large amount of contact phone numbers. Now, due to this simplification, the bank's Web site no longer contains phone numbers...
It Paradise: Integrating CRM with ERP
Cosa Instrument's chemical and process control systems are used across a wide range of industries for many reasons. "We sell to almost every manufacturing company there is," says CIO Darryl Nitke. "If they have a smoke stack, we probably sell to them."...
Microsoft Talks Pretty One Day: The Software Giant Hopes to End the Struggle with the Development, Management, and TCO of Speech-Enabled Apps
Looking to capitalize on the growing speech recognition market, Microsoft in May released a beta version of the third version of its Speech Server product. The product, called Speech Server 2007, includes new functionality to simplify how companies...
My Pet Project: Making Business Relationships Warm and Fuzzy
WITH ALL THE PROBLEMS in the world, it sometimes takes a visionary to find a solution. Only the dead clever among us have the ability to consider seemingly unrelated issues and find the common thread, see through both the forest and the trees, if you...
Overcoming a Bear of a Communications Gap: Contact Networks Teaches a VC to Get in Touch with Its Inner Address Book
It's no surprise that relationships are the driving force behind the business success of firms like Kodiak Venture Partners--finding investors and potential business partners is what venture capital is all about. And because Kodiak focuses on seed...
Practical Presto! Customer Clarity Is an Analytical Wand's Wave Away with New Marketing Automation Apps
The marketing world is at a crossroads, and technology is to blame. Today, customers have more ways than ever before to contact a company, whether it's via the Web, phone, or mail. On the flip side, organizations can select from an array of marketing...
Rescued at Sea: Microsoft Partner IBIS Wades in to Help a Financial Services Company with Unmanageable Sales Leads
Since its inception in 2003, DMB Financial has been working to help its clients free themselves from debt. The tag line on the firm's Web site reads "You're struggling to stay afloat, but it feels like the tide is pulling you under." DMB markets itself...
Secret of My Success: Pay Dirt; A Credit Union Looks to Incentive Management to Help Cut Back on All the Paper
Jim Lazarz, director of sales compensation, CUNA Mutual Group | as told to Colin Beasty * Why sales compensation? Credit Union National Association (CUNA) Mutual Group is a financial services company with two customer bases. One half of our customers...
The ABCs of SLAs
Service-level agreements (SLAs) are like insurance policies: Hidden under all the paperwork are loopholes and regulations that nobody has the time to go through. This point has been made clear in recent months by a string of outages by hosted CRM providers....
To Lead, Know Where to Go
Establish executive buy-in and find a champion of change--two very important pieces of advice companies should follow when implementing and/or managing a CRM system. To that end, companies need and want authentic leaders who know where the organization...
Why Nicaragua?
WHEN our publisher, Bob Fernekees, forwarded me an invitation to attend the unveiling of a new contact center in Nicaragua, I thought I had done something to make him angry. And when my then girlfriend, now fiancee, Galia (we were engaged in June),...
Wireless: Hot or Not? Devices and Platforms and Applications Abound-Here's What You Need to Pay Attention To
IT MAY BE MISLEADING to say that this article is about hot wireless technologies, since many sources think nothing is particularly new in the industry. Whether or not that's true, the space itself is hot. Mobile technologies are experiencing a groundswell...