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. 11, No. 7, July

2007 Annual Buyer's Guide
Each year, CRM magazine invites technology solution vendors in the field of customer relationship management to participate in this special advertising section. While some of these companies may be more familiar to you than others, all of them offer...
Ain't It Rich? the New Competitive Differentiation for Luxe Retailers Will Be about Behaviors and Solutions That Are Customer-Not Product-Centric
THERE'S A GROWING DISTASTE among shoppers at luxury brand stores. Some recent press reports cite customers' complaints about inattentive staff ignoring their needs and about indifferent treatment. Even well-known customers have suffered indignities...
Ampro Blows a CRM Whistle
AMPRO, a manufacturer and distributor of sporting goods and promotional merchandise for athletic teams, was forced to call a foul on its old-school enterprise resource planning system. The company wanted to better serve a demanding client base, which...
Corralling Clutter
Consumers have complained for years about the barrage of commercials and promotions that interrupt TV shows. Now there are signs that networks are finally taking notice. According to MindShare's annual Clutter Watch report--clutter in TV ad speak is...
dbaDIRECT's Outsourcing Hit: Medical Data Systems Moves Its Data Management Operations to Realize Midmarket Growth: Rick Masterson, CIO of Medical Data Systems
* Tell us about your organization. We're the largest medical receivables back-office management company in the United States. We're a regionally based company that operates in the southeastern U.S., and are primarily an accounts receivable management...
Destination CRM 2007 Conference: Best Practices for Effective Sales, Marketing, and Customer Service
August 21-22, 2007 | Marriott Marquis, New York, NY Register Now! GO TO: www.destinationCRM2007.com When registering on the Web site, please use promo code CRMSP. Consultants' Corner * Join CRM magazine editor-in-chief, David Myron for...
Eat Your Vegetables
TRYING TO CONVINCE a salesperson to use a CRM system is not unlike trying to convince a child to eat vegetables. As a child is told that vegetables are good for him, a salesperson is told a CRM system will improve the financial health of the company....
EMC Improves Its Marketing ABCs: Unica Teaches the Info Management Company How to Work Smart
EMC Corporation helps hundreds of companies manage business information to help their customers store, secure, and procure data. However, even a leader in information storage can require assistance managing its own internal data sharing. Last year,...
Endless Possibilities: Web Designers Now Enjoy Unlimited Site Enrichment Tools, Which Will Help Companies Take E-Commerce Sites to New Levels as Broadband Adoption Rates Soar
What HDTV brought to television, broadband has brought to the Internet for Web designers. Long constraining users with modern and telephone lines to communicate, the days of dial-up are doomed to end as broadband continues to penetrate. Companies are...
Know, Know, Know? NCSU and SAS Agree to Deliver the First Master's Degree in Advanced Analytics-The Program May Help to Usher in an Era for Knowledge Workers or May Be, Simply, Viral Marketing
Executives have heard the following assertions countless times over the years: Marketing needs to get more analytical. Businesses need to be more numbers-driven. Companies today must run on hard data. Companies understand that analytics and BI are...
Money Matters: New Incentive Management Solutions Deliver Top-Flight Tracking and Compensation Information to Companies and Reps Alike
THE SALES TEAMS have used the CRM system to segment the marketplace, generate leads, track opportunities, create bids, generate proposals, and process orders. So what's next on the rep's mind? Money. He wants to be shown the money--to know how much...
On-the-Go WFM Efficiency: A New Blueprint: A Turnkey Framing Company Looks to Mobile Workforce Management Technology to Automate Its Method for Capturing Timesheet and Job Status Data
Most of the case studies penned by the editors of CRM magazine have a heavy focus on customer-facing applications and how they're helping companies do a better job of marketing to, selling to, and servicing consumers. But every now and again we like...
Owning E-Commerce Technology: Simplifying the Business Will Allow E-Commerce Managers to Focus on Core Competencies That Drive the Top Line
THE PERCEIVED simplicity and elegance of the virtual world has the lure of a hyper-efficient channel compared with physical stores. After all, shedding the expense of leasing retail space and the costs of overhead, inventory, and distribution makes...
Re:tooling
Business Problem: A company's marketing department cannot effectively track and manage campaigns across multiple search engines. Tech Solution: Search engine marketing tools Rising keyword prices and the inability to track search results across...
SAP Talks Enterprise SOA and Collaboration: The Business Apps Juggernaut Emphasizes Its Enterprise Services Strategy and the Significance of Coinnovation
Enterprise SOA and coinnovation were two key threads that ran through SAP's SAPPHIRE '07 Atlanta user conference, evidenced by announcements of accelerated NetWeaver adoption, upcoming NetWeaver functionality, and SAP's partnerships with companies...
Screen Testing: Marketers Can Make More Opportunities by Testing to Facilitate Performance Decisions, Rather Than Going on Intuition. the Question Is, Which Test Is Best?
SIR FRANCIS BACON PUBLISHED NOVUM ORGANUM IN 1620 and with it staked his claim as the father of modern science. The work kicked off a centuries-long quest to gain knowledge through controlled experimentation. Bacon's concept of the scientific method...
Test-Tube Implementation: A Biomed Supplier Turns Its CRM System around over the Years as Its Client List Grows
StemCell Technologies helps medical research happen--the firm sells specialized media and cell separation products, antibodies and tissue culture reagents, plus services that include contract assays, proficiency testing, and training for professors...
The Alignment: CRM Capabilities and Business Processes Enable Technology to Shine
The logic and reason behind the idea of aligning technology with methodology are obvious: There's no point to installing technology that cripples an operation, and most businesses can't function without some degree of automation or technical backup....
The Complete Marketer
Back when three networks dominated broadcast TV and the Internet was something only computer geeks had heard of, reaching consumers was easy. Today, cable TV, the Internet, and other forces have changed the game and have broken audiences down into...
The Great Divide: The Business of Medicine and the Care of Patients Are Not the Same Thing; for Both Segments, Customers Is Difficult to Define
The healthcare industry continues to have issues defining itself and its approach to CRM--but that's because it's more than one industry. Within the vertical we call healthcare are life sciences and pharmaceuticals, insurance and payers, provider organizations,...
What Have You Done for Me Lately? Journalistic Temptation Runs Deep
IT 'S NOT EASY FOR ME to admit this, but I can be bribed. I'm not easy to buy, but I do have a price. And it's not necessarily cash that gets me (nobody's tried that yet--I'm open to experimentation), but what we who cage these things like to call...