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. 8, No. 7, July

2004 Annual Buyer's Guide: Welcome to CRM Magazine's 2004 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 familiar to you than others, all of these companies offer...
5 Ways to Ensure CRM Success
Want to predict whether your CRM project will falter or thrive? Chances are the quality of your technology won't be the deciding factor--at least, not according to the results of a recent survey conducted by IBM Business Consulting Services (BCS)....
7 Strategies for Profiting from Customer Data: With Every Contact Center Interaction Your Company Gleans Valuable Customer Information. Here Are the Best Ways to Turn That Data into Revenue
Nobody knows more about your customers than the people who speak with them every day, whether taking in praise and orders, or resolving criticism and defects. Thus, call centers are uniquely powerful and deep sources of information about customers--how...
Churchill Downs Bets on a Thoroughbred; Month 1: Odds Are in Favor of This Two-Time Winner Taking a CRM Triple Crown
Atique Shah served as project leader for the NBA's slam-dunk CRM initiative, then helped launch a highly successful program for sports marketer GSI Commerce. Now, as vice president of CRM and technology solutions for Churchill Downs Inc., Shah faces...
CRM: Alive and Kicking
SOME PUNDITS have recently predicted the demise of CRM. I say we've only just begun. The days of the multimillion-dollar CRM deals may be gone, but the business mainstream is just beginning its adoption of CRM strategies. Vendors large and small...
CRM.GOV: No Longer the Bailiwick of the Private Sector, CRM Is a Prime Focus of Government Agencies
Organizations that use CRM have long been raising the bar of customers' service expectations in the private sector. Those expectations are now crossing over into the public sector. Government agencies are feeling the same pressures as their corporate...
Cummins Revs Up Its Marketing
For more than three quarters of a century Cummins' mission has been serving customers by building high-quality, technically advanced diesel engines, fuel systems, and other diesel products. That tenet has seen the company through the Great Depression,...
Customers for Life: How to Transform Loyalty into Commitment into Revenue
Customer acquisition and retention may be the basic goals of CRM, but imagine capturing the mythical creature known as The Lifelong Customer. [ILLUSTRATION OMITTED] For some players in a few lucky industries, this creature is not a myth, but...
Customers Serve Each Other in Online Communities
Mercury Interactive knows how to measure success. The company provides such application delivery and management products as LoadRunner, which ensures that an organization's infrastructure is able to continuously execute critical business processes....
How to Find out What Customers Really Care About
Think long-lasting business relationships rely on complicated strategies and technology? They don't, says The Relationship Edge in Business: Connecting With Customers and Colleagues When It Counts (John Wiley & Sons), by Jerry Acuff with Wally...
How to ... Know When to Upgrade Your CRM Tools
CRM software is but one part of an overall customer relationship management strategy, but it plays a vital role. Without proper upkeep the technology can become a hindrance, rather than help, but that doesn't mean you necessarily need to pay top dollar...
Know When to Upgrade Your CRM Tools
CRM software is but one part of an overall customer relationship management strategy, but it plays a vital role. Without proper upkeep the technology can become a hindrance, rather than help, but that doesn't mean you necessarily need to pay top dollar...
Making Sense of Workforce Optimization
The benefits of workforce optimization have been proven, but nonetheless these technologies are growing in popularity slowly. According to analysts, the reluctance to purchase these solutions is based primarily on the general confusion in the marketplace....
Marketing Tools Emerge as Comprehensive Solutions
Choosing the right set of marketing automation tools is like ordering from an a la carte menu. There's marketing resource management (MRM), marketing analytics, campaign management, and marketing operations, to name a few choices. Trying to keep...
Other People's Customers: Stop Coveting Competitors' CRM Savvy and Start Making Changes in Your Own Organization
FOR YEARS we have been searching for the right formula for customer relationship success. We've heard the gurus and bought the books. We were inspired by the Ritz-Carlton's commitment to outstanding service. We were jealous of Southwest for the fun...
Schooled in CRM: An Increasing Number of Universities Are Offering Courses and Degree Programs in CRM That Educate Current and Future Executives on the Hottest Customer-Focused Strategies
Embracing the reality that CRM's growth isn't just another marketplace fad, an escalating number of established universities are successfully launching CRM courses within their master's, executive, or certificate programs. Baylor University, for instance,...
Secret of My Success: Data Security Vendor Ingrian Networks Knows the Value of Information-And Took Pains to Protect Its Own
* Why CRM? We had been using a system that didn't lend itself to the remote folks getting access, which was a big stumbling block. The internal sales reps were only using it as a contact management system: We were importing leads into it from other...
The Sweet Taste of Success: Ben & Jerry's Gives the Scoop on How It Serves Up Information to Its Customers
Ice-cream maker Ben & Jerry's Homemade works diligently to keep its homespun appeal and personal touch. So one priority is making sure callers to the company's in-house customer service center aren't frozen out when they try to get information....
Thinking out of the (Shoe) Box: Olan Mills's Reps Switch from Index Cards to PDAs
CHALLENGE: Olan Mills is one of the largest providers of portrait photography around the world. A significant share of Olan Mills's business is portrait photography at churches, so the company has about 150 marketing representatives in its church-directory...
Tracking Marketing Performance
The CMO Council, a nonprofit association of senior marketing executives, recently conducted a survey of hundreds of top-ranking marketers (primarily at high-tech firms) to better gauge the industry's understanding and use of marketing performance management...
Understanding Customers' Various Buying Roles
CHALLENGE: National Instruments, a provider of virtual instrumentation, frequently conducts sales with individuals who have relationships with several organizations. For example, a professor who orders for a university may also be an influencer as...
What Do CRM Users Need? Just Ask Them; When CRM Vendors Want Input on Product Direction, They Go Straight to the Source: Their Customers
CRM is all about customer communication. So it's not surprising that many CRM vendors formalize that interaction using customer advisory boards that have direct input into product development. These boards benefit the participants as well. [ILLUSTRATION...
Whose Portal Is It, Anyway? CRM's Next Big Challenge Is Deciding Which Application Will Rule the Desktop
UNTIL recently CRM has been seen by many organizations as a stand-alone application used by frontline personnel and external customers. But stand-alone CRM applications are going to become increasingly rare, replaced by portal technologies that integrate...