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. 12, No. 7, July

A Company like Me: It's Going to Take a Very Special Kind of Organization to Truly Make a Personal Connection with Customers
I RECENTLY started a conversation on my blog, PGreenblog (the56group.typepad.com), a conversation that should be had by any firm interested in its customers: At this point, a CRM practitioner needs to get into the minds of those customers--and, after...
Another Bright Idea out of Edison: From the Famous Inventor's Hometown, CheckPoint HR Gets Insight and Cuts Costs with Microsoft Dynamics GP
We all work for pay and benefits, so even executives know it's important those processes be handled right; to that end, many employers hand the management of human resources (HR) issues off to companies like CheckPoint HR. The Edison, N.J.-based company...
A Prescription for Satisfaction: As Healthcare Becomes More Technologically Advanced, Are Patients Better Served?
You've heard of smart bombs and smartphones, but have you heard of a smart hospital room? As all industries embrace technology to further enhance customer service and satisfaction, it's no wonder the healthcare industry has followed suit, not just...
"At Least We're Making Our Numbers": If That's the Case, Do We Really Need to Change?
RECENTLY SPOKE at a customer experience conference, and as I was listening to the other presentations, the theme was very consistent: * "Customer experience is key to the company's success." * "No organization can afford to not do it." * "The...
Biting off the Right Amount: PracticeWorks Brushes Up Its Technical Support Operations for Oral-Healthcare Offices
The term "oral surgery" can make people cringe--with good reason. Luckily, oral-healthcare offices have technology and systems that provide the best services possible for patients, and make sure that the often frightful process can go as planned. ...
CRM's a Social Animal: As Enterprise Social Computing Takes Off-And Employees Clamor for More-CRM Providers Scramble to Connect, as Well
[ILLUSTRATION OMITTED] Social networking is really connecting, it seems: Revenue in the sector has grown 191 percent in the past year, according to IDC. Forrester Research predicts that Enterprise 2.0 spending will be a $4.6 billion industry by...
CRM to the Max: Mobile WiMax Will Transform the Way Consumers Interact with Technology-But Only If It's Widely Available
After delaying the release of its commercial WiMax service in April, Sprint Nextel in May announced a $14.55 billion joint venture with wireless technology provider Clearwire to build the first nationwide mobile WiMax network. It's been a long time...
CRM: Your Personal Digital Assistant: New Offerings Can Make Your Sales Reps More Productive
DESPITE the advance of technology, salespeople continue to face one big challenge: simply connecting with customers or prospects. Call a prospect, and what do you get? Voicemail, most of the time. Email a customer to schedule an appointment, and you...
Darth Vader Kills the Road Runner: Inertia Will Only Keep Customers in Place for So Long
ONE OF THE THINGS businesses--especially the subscription-based ones--rely on is that customers won't make the effort to switch to a competitor when problems arise. Sometimes it feels like it's the only thing they rely on. I know: My wagon's been hitched...
Don't Be Afraid of Discipline: Advance Planning Is the Way to Truly Improve the Customer Experience
COMPANIES contemplating CRM typically perform return-on-investment analyses to determine the impact on financials, but when it comes to the customer experience, most companies fail to identify and prioritize the CRM capabilities that are likely to...
Is Microsoft Winning the CRM Race? the Latest CRM Products and Partnerships from Redmond's Software Juggernaut Have Set Industry Tongues Wagging about Whether Microsoft Has Finally Forced Its Way to the Forefront-Or If It Was Ever Destined to Be a True Leader in the First Place
[ILLUSTRATION OMITTED] Microsoft has always been a magnet for attention--even more so after entering the CRM arena in 2002. Since then, its suite of applications has seen considerable change, and a high level of praise and criticism--often by the...
Jumping into the SaaS Pool: It's No Longer a Matter of Just Testing the Waters: Large Enterprises Are Making a Splash with Software-as-a-Service CRM
According to Tier1 Research, a division of industry-analysis firm The 451 Group, we'll see a tidal wave in the on-demand CRM market through 2010, as the software-as-a-service (SaaS) delivery model grows at a rate more than six times faster than that...
SAP Looks to 'Change the Game': One Analyst Believes the Latest from the German Juggernaut Propels the Company Squarely Back into the CRM 2.0 Battle
Executives from enterprise application provider SAP have been throwing around words and phrases such as "co-innovation," "power unleashed," and "game-changing" to describe the company's latest initiatives. During May's Sapphire 2008, the company's...
Say What? the Voice User Interface Problem Has Long Been the Sticking Point in Automated Support Systems. Why Can't Designers Design a System Worth Talking About?
[ILLUSTRATION OMITTED] For Alicia Lydecker, a 21-year-old graduating senior at Syracuse University, spring break was supposed to be the time of her life. She would finally be able to take the European trip she always dreamed about. Before she could...
Something for a Rainy Day: Better Landing Pages Increase Adoption of Relevant Weather-Alert Services
The Weather Channel Interactive's Notify!, a subscription-based service, knows when a Category 4 hurricane will be making a pit stop in your city, or when that sudden flash of light really is the sign of a thunderstorm and not just your nine-year-old...
This Is Not Your Father's CRM Industry
WHEN MICROSOFT announced its entrance into the CRM industry in 2002, many pundits boasted that it validated the market. At that time the industry--along with most in the information technology space--was struggling to grow, so the news certainly piqued...
What's in a Tagline?
Any marketer knows how critical a tagline is. In fact, Steve Cone, author of the book Powerlines, asserts that companies should revolve their entire marketing campaign around the tagline--the words that define their brand--not the other way around....