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. 8, August

A Closer Look at Sales and Marketing Alignment
Bob Schmonsees is a 20-year CRM veteran who has been through all the ups and downs of the industry, so his assessment that the waves of change and market complexity demand greater alignment between sales and marketing holds sway. In Escaping the Black...
A Glimpse at DR-CAFTA
The Dominican Republic-Central America Free Trade Agreement (DR-CAFTA) is a heavily debated topic, but some CRM industry pundits contend that it could have little effect on outsourcing. The agreement's objective is to create a free trade zone between...
All Up in Your Business: Fixing Business Relationship Problems, Advice Columnist Style
WELCOME TO THE BACK PAGE of CRM magazine, where you'll find my monthly column ... er, monthly. My editor, David Myron, knows that one way to channel my abundant personality (read: infuriating clownishness) is to let me poke fun at the inherent silliness...
A Recipe for Reduced Turnover: Find the Right Mix; Recent Advancements in Selection Technologies Now Make It Possible to Identify Various Individual Traits and Attributes before Job Offers Are Made
I SAW SOMETHING the other day that I haven't seen for a long time. It was a TV commercial featuring festive activities at a local contact center job fair. A few years ago TV commercials advertising contact center job opportunities were commonplace....
Back from the Dead Lead Management: Rainmaker Marketing's Lazarus Integration of ACT! Resurrects a Phone Reseller's Sales, Relationship Growth, and Agent Efficiency
National telephone hardware sales and repair company Edge Telecom needed something more than contact management. The company's diverse sources of business in the buying, selling, and refurbishment of telephone systems required sales agents to go beyond...
Blooming Customer Service: A Multichannel Flower Retailer's Handling of Peak Holiday Call Volume Blossoms
Properly handling incoming customer inquiries--even for the smallest organization--is no easy task. When additional brands and channels are incorporated, effectively managing incoming contacts, especially during call spikes, becomes even more essential...
Business Problem: Employees Don't Share Contacts or Customer Relationships; Tech Solution: Social Networking Applications
If two companies are competing for the same business, all things being equal the one able to leverage an existing customer relationship throughout its entire organization has a competitive advantage. That's what social networking is for: extending...
CRM in an Age of Legislation: Privacy Laws Have Forced Sales Callers and Outbound Marketers to Clean Up Their Act and Given Them a Chance to Polish Their Image
direct mass marketing isn't the business it used to be, and the days of casting a wide net to catch a handful of customers are over. Several new laws and regulations have been put into place over the past decade that make it harder for marketers to...
Demystifying the ROI of CRM: Know Your Biggest Pain Points and Determine How Damaging They Can Be to Your Business If Left Untreated
UNDOUBTEDLY, the most common question I hear from companies is "How do I cost justify my CRM investment?" While project costs have come down over the past 12 to 18 months, this remains a key issue. What surprises me now, however, is that this matter...
DestinationCRM Dashboard
* Siebel Systems CEO George Shaheen outlined his plans for growth to a group of demanding investors during the company's 2005 annual stockholder meeting in June. He also announced the company would begin paying stockholders a quarterly dividend of...
Do It Yourself: Self-Service Done Right-In the Right Enterprise-Can Return Some Real Benefits. Here, a Review of the Five Top Vendors with Robust, Integrated Solutions
ONCE CONSIDERED BY SOME as simply another technology to hit the market for organizations looking to inflate their call-deflection rates and further their cost-cutting efforts, Web self-service has evolved from mostly serving as a source of static information...
Embracing Change
GOOD CRM project leaders know they always have to be prepared for change. Staying the course with a dated implementation that limits short- and long-term goals could make for disaster. In the spirit of meeting ever-changing demands, CRM magazine has,...
Energizing Customer Relationships: Utilities Are Finding Ways to Improve Service through Automated Technology. the Result Is Increased ROI in the Field, at the Call Center, and across the Business
Picture it: You wake up late on a workday because your alarm clock didn't go off. Or you are on time, until you try to shower--and no water comes out of the showerhead. When utilities like power and water fail, CRM must succeed. What's more, increasing...
Headsets Get Set
Parents know that kids outgrow their clothes very quickly. Think of catalog and Internet vendor Headsets.com as the child; Mike Faith, president and CEO, is the parent. And the company's analog phone system was the clothing that didn't fit anymore....
Helping Consumers to Swallow Cookies: Winning Customer Trust Is Key to Gaining Access to Personal Information
From cookie rejection to new legislation, marketers must clear more and more hurdles to capture customer information. The answer, pundits say, is not trying to sneak around these obstacles, but to show customers you're on their side. Cookies are often...
Improve Customer Experience through Integrated Customer Service: From Applications to Technology to Professional Services, Oracle Is Helping Its Customers Seize New Opportunities
Customer service is defined as the processes associated with managing information, service requests, and the relevant constituents--contact center agents, field service technicians, support specialists--to resolve customer inquiries and complaints....
Learning the ABCs of Marketing: An Educational Products Company Uses Omniture's SiteCatalyst to Build Its Internet Marketing Campaigns
Frontline Educational Products faced the old marketing saying: If only 50 percent of your marketing works it's just a matter of determining which 50 percent. The company, which provides reading programs for children ages three through eight, needed...
RFID: Beyond Concept; Radio Frequency ID Tagging Is No Longer a What-If Question, but Other Questions Remain
There's no question that RFID has left the lab and is becoming part of business. Questions do remain about how best to implement this "new" technology, how to allay fears that tagging will lead to a loss of privacy, and when its pricing will allow...
SMBs Are Upping Tech Spending: Technology Developments Are Enticing SMBs to Invest More in CRM and ERP Applications
Recent studies by leading analyst firms point to a bigger year for the small and medium business (SMB) market for CRM and IT software providers. With vendors saturating enterprise customers with solutions, suddenly the smaller companies have become...
Statistically Speaking
* According to "The 2005 Walker Loyalty Report for Communications Services," 41 percent of enterprise customers are truly loyal to their wireless service providers, and 31 percent are high-risk customers with low commitment and typically do not intend...
The Bunny Hops into Marketing Performance: A New Data Warehouse and Software Help Improve Customer Retention Efforts
Playboy.com, the online presence of Playboy magazine, had little consistency in the way units measured business performance and reported results to management. The site created reports manually, merging data from available applications and hand-entering...
The Money Tree: A Financial Services Company Estimates an 850 Percent ROI from Implementing Teradata's Data Warehouse and CRM Solutions
Fubon Financial Holding Company markets a range of financial products and services to 5.8 million customers worldwide. The problem facing it was its focus on pushing products to the masses, instead of giving individual customers the service they needed,...
The Next Step in Anger Management: Speech Analytics Solutions Are Enabling Companies to Track and Analyze Emotional Cues
One of the puzzles facing the CRM industry revolves around two at-times conflicting corporate strategies: cutting costs and improving customer satisfaction. It stands to reason that the more companies invest in customers by providing well-trained agents,...
Three Trends to Watch: Business Process Management, Flexible Hosted Solutions, and Return on Customer Will Drive Business Decisions
THERE ARE THREE emerging trends affecting CRM. In no particular order they are business process management (BPM), the move to make hosted systems more flexible to modify and integrate, and an emerging drive to focus on the return on each customer relationship,...