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. 5, May

Analytics for the Masses: SAS Upgrades Its Enterprise BI Server to Include OLAP, and Query and Reporting Tools
SAS, known for its high-end analytics, is pushing its way downward into organizations with more BI capabilities, a move that endorses IT consolidation in the enterprise. "We're trying to attack the low end of the market to allow nontech users to access...
Convergence in the Contact Center
It's a vendor's dream--becoming the primary provider for its customers' needs. "[Customers] really want to try to get more from a single provider," says Ryan Hollenbeck, vice president of corporate and investor relations at Witness Systems. Not surprisingly,...
CRM Brings Sanity to a Hectic Bank: Sovereign Bank Improved Its Operations with Consistent Service Practices for Customers and Fellow Employees
Growth through acquisition is one of the most painful types of expansion. Not only is the pressure to produce a return on investment high, but the melding of companies can sunder chemistry and process. Sovereign Bank faced that problem in the early...
CRM Is a Journey, Not a Destination: We Hear from 5 Companies That Have Worked for Years to Refine, Realign, and Improve Their Customer Relationships, Long after the Project First Went Live
Shepherding a CRM project from inception to the first pilot and the eventual training and enterprisewide rollout is no small task. Yet the first day, week, or month of a CRM implementation that has reached its deployment milestone is actually still...
Enlisting CRM to Fight Spyware: Malicious Applications Are Challenging the Internet's Integrity as a Business Tool
SPYWARE is one of the most important issues threatening the CRM community today. There are few things more likely to evoke a visceral response from a soccer mom than spyware, those invisible programs that can cripple a computer. Enterprises of any...
First Franklin Lends a Hand with Customer Management: The Mortgage Lender Is Improving Employee Management and Customer Databases to Turn Percentages into a Huge ROI
First Franklin is one of the nation's largest mortgage lenders, specializing in wholesale mortgage banking with more than $20 billion in loan originations per year. With a B2B sales force of 500 account executives, the company offers products through...
Girl Scouts Unite Behind Order Tracking: Providers of America's Familiar Cookies Use QuickBase to Oversee Order, Shipment, and Inventory Management
Thin Mints, Peanut Butter Patties, Caramel DeLites.... Girl Scout Cookies have been Americana since the organization's first cookie drive in 1917. Last year alone 30,000 Girl Scouts from the Patriots' Trail Girl Scout Council in Boston walked door-to-door...
Hosted Applications and VoIP: Ready for Contact Centers? Enterprises Are Debating These Choices as Their Potential Continues to Mature
With most technologies early adopters must first test drive the solution, smooth out the rough spots, then get substantial ROI before they even begin to consider a deployment. Hosted applications and Voice over Internet Protocol (VoIP), for instance,...
Is It Time for Real Time? Recent Debuts of Real-Time Enterprise Tools by Microsoft and AOL Could Help Jump-Start Presence Management in the Contact Center
The move toward presence management over the past year has continued to gain momentum. Recently, Microsoft Chairman Bill Gates announced an aggressive company move into the fast-growing software niche with enterprise instant messaging, Web conferencing,...
Keeping the Project Team in Stride; Month 11: Dragons, Snakes, and Oh Yeah, Here Comes the Finish Line
AS CHURCHILL DOWNS Inc.'s CRM project entered month 11, Vice President of CRM and Technology Solutions Atique Shah found himself thinking more about reptiles--specifically, the leadership qualities of dragons and the beguiling "SQL snake"--than horses....
Making a Clear Connection: Integrating Your Multichannel Operations Can Seem like a Near-Impossible Feat, but It Doesn't Have to Be. Follow These Strategies to Ease Your Integration Process and Maximize Your Multichannel Potential
The days of interacting with customers solely through the telephone are long gone for the majority of today's companies. With the emergence of channels like email, Web chat, interactive voice response (IVR), and online self-service, call centers are...
Making Use of Analytics: Gartner Analysts Offer Tips on How to Use Business Intelligence
Analysis is an increasingly important part of CRM, yet it's misunderstood by many executives, according to Gartner analysts at a recent Gartner BI conference. Companies often fall short in their analysis attempts because they're unsure how to start,...
Manufacturing Builds on Customer Relationships: CRM Software Is Becoming as Important as Nuts and Bolts
The word manufacturing brings to mind large machinery, factories, and mechanical processes. But manufacturers are discovering that to maximize their sales and profits they need to rely on CRM software as much as they do on the nuts and bolts of the...
Nordstrom's Class of Service
The Nordstrom Way to Customer Service Excellence, published in 1996, has consistently been one of the best-selling backlist books on customer service, with more than 100,000 copies sold. The latest edition describes how Nordstrom earned its legendary...
Rewriting a Performance Management Formula: Electric Insurance Is Operating More Efficiently after Revamping Its Labor Intensive Processes
Electric Insurance, a national writer of personal insurance, has served the needs of General Electric employees for about 40 years. Part of its ability to do so (which has grown to include the general public) hinges on the service delivery of its 150...
Right Channel, Right Time
AROUND THIS TIME last year I received an early birthday present, my first of the year, in fact. It was a lighter sheathed in a rugged pewter case with a western motif. It was not the first gift I'd received from Marlboro. I'm an on-again, off-again...
Secret of My Success: Medical Action Industries Is Using CRM to Put the Force Back into Sales Force Automation
* Why CRM? The primary application we wanted to develop was sales pipeline tracking. We had in place a 20-year-old enterprise resource planning application, and although we could use the ERP system for SFA, we didn't have any modern CRM modules...
SecureWorks Protects Its Growth: The Internet Security Company Employs a Scalable CRM System to Handle Its Growth
As an Internet security startup in 1999 SecureWorks relied on homegrown tools comprising an open source database and Web applications that it wrote to access that database. The company handled loads of its customer relationship undertakings off-the-cuff...
Statistically Speaking
To honor Mother's Day 2005 CRM magazine presents demographic information on moms collected over time from the U.S. Census Bureau: * Nearly three quarters (72 percent) of mothers within the 15 to 44 age range who do not have infants are in the labor...
Tech Company Improves Marketing Effectiveness
Imceda Software, a developer of database management tools, has been aggressively expanding its reach beyond its Australian home. That means equipping a growing sales force with the means to contact and close a widening number of prospects. Imceda outgrew...
The Consumer of the Future: The WWW Generation Crosses Three Generational Cohorts
THEY NUMBER more than 150 million, more than 70 million of them from generation Y and the rest almost evenly split between generation X and younger baby boomers. They were born after 1956 and fall into the www generation. They rescued Apple; they prefer...
The Power to Serve: Let Employees Make Mistakes-You'll Be Better Off
EMPOWERMENT is one of those strange management concepts. Every manager claims to provide it in abundance, but many employees don't feel they have any. How do you explain such a contradiction? There are several ways to approach the issue. It was best...