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. 4, April

6 Steps to a "Greener" Contact Center: What It Means for the Contact Center to Focus on the Size of Its Carbon Footprint
OVER THE LAST TWO YEARS I've seen hundreds of articles about "going green." I've been invited to more "green" conferences than I can count, and even been asked to suggest some "green" key performance indicators. Saving the planet by reducing waste...
Classroom in the Clouds: An Arizona State University Outreach Program Cuts Costs and Carbon by Going Virtual
[ILLUSTRATION OMITTED] As the director of the Alliance for Construction Excellence (ACE), Gary Aller no longer had any choice about--well, constructing a sustainability policy. ACE, after all, is an outreach program at Arizona State University (ASU),...
Customer Service Gets SaaSy: The Contact Center Can Finally Benefit from Software-as-a-Service
FOR SALES FORCE automation, the leading software-as-a-service (SaaS) platforms are attractive options even within large enterprises. Simply put, SaaS works quite well in the lead-through-opportunity space. SaaS platforms have found substantially less...
From Organic Goods to Sustainable Ones: A Saturated Market for Organic Packaged Goods Has Sprouted a New Demand: Sustainability
What makes the flagship product from consumer-goods company Annie's Homegrown stand out from its big-brand counterparts? The use of farm-fresh ingredients is certainly a plus for Annie's macaroni-and-cheese product, as is a label prominently identifying...
Generation Green: Why Gen Y and the Millennials Are Greener Than You'll Ever Be
[ILLUSTRATION OMITTED] They've grown up with Earth Day celebrations their entire lives. Their "three Rs" aren't reading, writing, and 'rithmetic, but rather reduce, reuse, and recycle. And yet, are the members of Generation Y as environmentally...
Going Green, Saving Green: No Matter What Your Company's Environmental Motivations May Be, the Bottom Line Is Still the Bottom Line
[ILLUSTRATION OMITTED] THERE MAY BE NO SUCH THING as a truly "green" enterprisemastering all elements of environmentally conscious activity. But there are certainly shades of green. The desire to flip the ecoconscious switch may be intensifying...
Green Strategies Are a Go
OFTEN, the financial strain of a recession puts good ideas on the back burner. Fortunately, for the green movement that's not so. While going green is a responsible business practice, many companies are motivated to pursue sustainable initiatives because...
Hear Kitty Kitty: Think CRM with Your Customers Is Complex? Try It with Your Cat Sometime
LET ME START by coming clean: This is not a new article. Not really, anyway--the ideas expressed herein first saw the computer-generated light of day in December 2009, when I wrote a guest-blogpost for the Web site of a CRM vendor. I liked that post...
Jetting to Greener Pastures: JetBlue's All-You-Can-Jet Promotion Was a Monster Success-But the Airline May Have to Follow a Different Flight Plan with Its New Environmental Campaign
[ILLUSTRATION OMITTED] For one week in the summer of 2009, JetBlue sold All-You-Can-Jet (AYCJ) passes--magical tickets allowing purchasers to embark on September 8 and take an unlimited number of flights until October 8. Nothing similar at an equivalent...
Mail Model of the Year: U.S. Bank Accrues Savings by Only Pitching Customers Who Aren't Already Likely to Show Interest
It's a truism not to pitch consumers who don't want to hear from you. U.S. Bank, the nation's fifth-largest commercial bank, had the reverse problem--spending money and resources mailing individuals who would've purchased anyway. The bank believed...
Marketing the New Green: Companies Should Be Rightfully Proud of Their Environmental Improvements. So Why Can't They Market Those Achievements without Seeming Mercenary?
[ILLUSTRATION OMITTED] UNLESS YOUR COMPANY happens to be in an industry where the environment is literally part of the business model--solar-cell manufacturer, forestry-supply firm, waste-management consultancy--then it's unlikely to have had an...
Saving Trees, One T-Shirt at a Time: Customers at Stanford University's Student Store No Longer Have to Receive Receipts
* Tell me about the Stanford's student store. Our store is totally student-operated. We're always looking for ways to get people motivated and into the store to boost revenues. We have our system where we process our orders--it's software that the...
Seeking What's Inside Speech: Why Speech Analytics Is Starting to Get a Little More Than Recognition
AS MORE ORGANIZATIONS seek to uncover the true voice of the customer, the speech analytics (SA) market seems to be finally heating up, according to the findings of multiple research and consulting firms. "Heating up" shouldn't be confused with "overheating,"...
Sustainability Is the Ultimate Business Process
If nature can do it, why can't businesses? That's the question Gregory Unruh sought to answer in his new book, Earth, Inc. The manuscript attempts to examine, identify, and replicate the genius behind a system that's succeeded--and sustained itself--for...
What Wood You Do? Building-Products Distributor BlueLinx Does Its Part for Preservation
[ILLUSTRATION OMITTED] Last summer, Shiloh Kelly moved into a "green" home just a mile from her old one. Partly driven by a need to ameliorate her daughter's asthma, Kelly says she really moved because she knows too much. "Your indoor-air quality...
Your People Are Half the Battle: You Have a Simple Choice: Prepare Your Personnel, or Prepare for Failure
FOR THE PAST 25 YEARS, I've suggested this mix for a successful CRM initiative: people (50 percent), process (30 percent), and technology (20 percent)--and still organizations often fail to devote the time and resources needed to address the inevitable...