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. 8, August

Are You Listening? Why Your Customer Experience Program Will Fail without the Voice of the Customer
Why are so many businesses investing so much money in Customer Experience Management programs? Such budgets are entirely justified when, in his report Customer Experience Boosts Revenue (June 2009), former Forrester analyst, Bruce Temkin estimates...
Hoover's, Inc
Hoover's, Inc. 5800 Airport Blvd. Austin, TX 78752 CONTACT: Hoover's Sales Phone: 866-473-3956 www.crm.hoovers.com [ILLUSTRATION OMITTED] ABOUT HOOVER'S, INC. Hoover's, a D&B company, provides its customers with insight...
Managing to Succeed: Sales Reps Seem to Get Most of CRM's Attention-But What about Their Bosses?
MOST ARTICLES covering the sales side of CRM utilization focus on the sales reps themselves: How can they leverage technology to increase their efficiency and effectiveness? But there's another constituency to consider: the people overseeing these...
Navigating the Vendor Landscape: A Leading Analyst Firm Assesses the CRM Marketplace
OUR LATEST RESEARCH indicates that organizations of all sizes are investing again to improve their customer management capabilities--efforts neglected during the recession. To help these organizations pick the best CRM solutions with which to capitalize...
Partly Cloudy: Two Customers of Communications Provider Interactive Intelligence Move Their Contact Centers to the Cloud-At Least for Now
Ever since the world slipped into one of the worst economic depressions in history, companies have tried to reduce upfront expenditures. The most popular within technology circles has involved software-as-a-service (SaaS) and, more recently, cloud...
Sage Succumbs to Cloud Computing: One of the Last Vendors to Dive into On-Demand, Sage Partners with Amazon.com for SalesLogix Cloud
Watch out all you cloud-based CRM vendors, there's a new--well, an old new--guy in town. Sage, a longtime provider of on-premises CRM solutions (Act! by Sage, Sage CRM, and Sage SalesLogix), made its move to the cloud at this year's Insights partner...
SAP's Surprising Spring: In the Wake of Corporate Upheaval, the German Giant Welcomes Thousands of Customers to Its Annual Gathering
It was only a few months ago--February, to be exact--that SAP Chairman Hasso Plattner issued a public plea for customers to maintain trust in the floundering German software giant. By May, however, SAP had made that desperation seem a distant memory--an...
Social CRM Gains Social Acceptance
A LOT OF CHANGES are taking place in the CRM industry. And many organizations--potential CRM buyers--have--cash and are facing the decision of how best to allocate those stockpiled resources. That confluence of events helped shape the results of this...
The 2010 CRM Elite
By the editors of CRM magazine Successful CRM implementations may seem more common these days than they've been in the past, but that's no reason to be any less vocal in applauding excellence. The quartet of companies you'll meet on the following...
The 2010 CRM Influential Leaders
By the editors of CRM magazine Influence is a terribly elusive quarry: The more you actively try to pursue it--let alone wield any--the more it dissipates like so much gossamer. Those who are truly influential, of course, don't go around twisting...
The 2010 CRM Market Leaders
By the editors of CRM magazine The Market Awards cover a broad swath of territory--software and services, sales and marketing, information and analytics--and represent the culmination of months of research and dozens of interviews, but these 10...
The 2010 CRM Rising Stars
By the editors of CRM magazine What could be a more fitting image for a batch of up-and-comers erupting into mainstream success? And yet, as our honorees prove, a dramatic entrance means more than just announcing your presence with authority. A...
The Joys of Never-Ending Engagement: A Single Response Is No Longer Sufficient, Says Engage! Author Brian Solis
Businesses that don't listen to or speak with customers are missing an opportunity to demonstrate adeptness and vision. Seems obvious, but it's not--which is why it's one of the lessons that form the basis for Brian Solis's new book Engage!: The Complete...
These Awards Are Yours: Do You Still Want to Eat the Sausage after Finding out How It's Made?
[ILLUSTRATION OMITTED] WHEN I DISCOVERED that the 2010 Market Awards were going to appear in the August issue, a month earlier than last year, my first thought was relief--relief that the vetting process for these awards (and their Service Awards...
When Customer Experience Matters Most: An Eruption of Volcanic Ash Leads to an Eruption of Service Mistakes
WHEN ASH from a volcano in Iceland disrupted global air travel earlier this year, I found myself "enjoying" an unplanned extension of a trip to London when I was supposed to be in Arizona. Stranded on the wrong side of the Atlantic, though, I had a...