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. 13, No. 6, June

A Community Gives Pitney Bowes the Stamp of Approval: A Forum Designed to Address One Problem Evolves into an Enterprise Asset
* Pitney Bowes-offering postage meters, document management, and mailstream software to help companies manage their flow of mail and documents-must have unique industry needs. How has your company adapted to the evolving marketplace? Postal-rate changes...
Everyone's Social (Already): Your Customers Are Increasingly Connected-To You, to Your Competition, to Each Other-But You're Not Supposed to Be the Center of Every Network
Ever since word went out that marketing had to become more science than art, marketers have shown--well, let's just say they haven't exactly shown mastery at either one. [ILLUSTRATION OMITTED] It's not entirely their fault. Faced with too many...
Everything's Social (Now): You May Not Know What You're Doing-But Your Customers Do. If the Time to Act Is Now-Does That Mean It's Too Late to Plan?
It was a shot heard 'round the blogosphere. Motrin--Johnson & Johnson's well-known brand of over-the-counter pain reliever--had offended mothers with a marketing campaign centered around moms who "wear their babies"--a tongue-in-cheek campaign...
Infusing Social Communities into Service: With Helpstream's On-Demand Offering, Infusionsoft Bolsters Its Customer Support
Customer service is important, but at Infusionsoft, a provider of marketing-automation software, two traits made it mission-critical: Its customers are largely entrepreneurs, and the company runs on an on-demand model. "Having a support and customer...
Investing in Knowledge Management: Financial Software Developer Advent Uses InQuira to Show It's What You Know and Who You Know
Forget your anger about financial services. Portfolio managers are trying to invest the smart way, and they need software to help them do it effectively. That's a job for Advent, a 25-year-old San Francisco-based creator of applications for clients...
Making Social More Social: Capable of Far More Than Pokes, Tweets, and Zombies, Vendors Begin to Connect with Social Software Platforms
IN THE NASCENT STAGES of Web 2.0, a company that wanted to get ahead of the curve and incorporate wikis, blogs, and enterprise RSS feeds typically chose the best-of-breed solutions from each of those areas and glued them together on its own as much...
No One's Social (Yet): Social Computing Is Still Working Its Way into the Consultative Sales Process. for Most Sales Forces, That's Just Fine
[ILLUSTRATION OMITTED] if you work in B2B sales, you might research companies through Hoover's or find prospects on LinkedIn. You might keep up with friends (or just goof around) on Facebook or follow the world's stream of consciousness on Twitter....
Poking Holes in Attrition: Social Networking Has the Potential to Transform the Day-to-Day Operations of Customer Service Representatives
In the face of a worsening economy and rising unemployment--even Internet heavyweight Google recently laid off 200 workers--jobs that may have once been deemed relatively unappealing are attracting hundreds of applicants. A school-janitor position...
Social from the Inside Out: By Focusing on Connecting Employees, a Socially Entwined Culture Benefits Clients
Despite being an award-winning issues management firm, Davies Public Affairs was having trouble communicating with its own staff. The company was growing rapidly and the knowledge-transfer processes were rudimentary, relying on off-hand verbal communication...
Socially Aware
Social networking is the new kid on the block and companies are wondering whether it's going to be the bully or the best friend. Regardless of whatever apprehension you may have, it will soon be difficult to deny that social networks are where it's...
Social Media Spawns a New Era in Customer Intelligence
WHAT ARE customer strategists without the right data? Ill-prepared. Much of their customer ignorance, however, hasn't been their fault--often the information was just unavailable or very difficult to obtain. Until recently, customer strategists have...
Social Shepherds: If You Expect Employees to Stay within the Lines, You Need to Draw the Lines First
[ILLUSTRATION OMITTED] Sometimes transparency has its limits. Richard Brewer-Hay, chief blogger for online-auction site eBay, might have learned that the hard way. "As most of you know," he wrote on his eBayInk.com blog in early March, "I've...
The 5 Phases of Social Experience: The Social Web Is about to Evolve-Again. Are You Ready to Evolve, Too?
THE SOCIAL EXPERIENCE is disjointed because consumers have separate identities in each social network. But social is about to evolve into a simple set of technologies that enable a portable identity, empowering a consumer to maintain her identity and...
The New Connections of Social Media: I Don't Care to Belong to Any Social Network That Will Accept Me as a Member
SOCIAL COMPUTING is moving forward every day, with new applications (or new ways to use old ones) appearing at a dizzying pace. Homo sapiens sapiens has been called "the social animal," but it's starting to look like being social isn't optional anymore....
The New Currency of Social Media: Active Engagement Gives Us a Chance to Better Understand the Customer
WE ARE ABOUT halfway through the social media revolution--social media is now too big to go away, but we are still figuring out how to use it. The figuring-out process for any innovation involves applying it to everything conceivable. Everything...
The New Interaction of Social Media: Beyond Marketing, the Popular Tools and Techniques Can Also Serve as a Channel for Support
WHAT'S THE MOST commonly used channel for customer support? In the formal sense of a customer reaching out directly to a company, statistics show the answer is still the telephone. But, taking a broader view and reframing the definition a little, I'd...
The New Maelstrom of Social Media: We're Awash in Social Networking Data. Do We Really Want Our Businesses Drowning in It, Too?
"WHEN I CHECKED my Gmail inbox, I was shocked," writes Pam Pastor, author of Dazed and Confused. "I had about five pages' worth of Facebook notifications. Swimming in so many emails from the social networking site, I missed a few important messages....
Users Converge: Microsoft and Its User Groups Extend Face-to-Face with @-to-@
In preparation for its annual Dynamics user conference Convergence, Microsoft alerted attendees to the event's Twitter hashtag: #MBSEvents. If you had a Twitter account, you were probably followed by the event's own account, @MBSConvergence. Before...
Who Owns the Social Customer?
that's a trick question, of course. No one owns the social customer. (Or, to be more lofty about it, everyone does.) The entire point behind the marriage of CRM and social media is that it empowers the individual and amplifies conversation. But...
You're Not Social (Enough): Communities and Channels Are Rapidly Expanding-And Your Company Needs to at Least Know Its Place in All of Them
[ILLUSTRATION OMITTED] Sam Hunter can't point to a defining moment that convinced him of the power of a user community--but there's no denying that power today, he says. As the senior vice president and general manager of Act! by Sage for North...