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. 15, No. 2, February

A Gray Area: Today's Seniors Can't Be Left out of IVR Design Decisions
[ILLUSTRATION OMITTED] When it comes to interactive voice response (IVR) systems, 73-year-old Alvin Shatkin doesn't mince words. "I hate them," the New York City senior says. "We seniors have enough difficulty hearing when we're talking to a...
AT&T Delivers Mobile CRM/SFA with SalesNOW: SalesNOW from AT&T Provides a Robust and Affordable Tool for Sales Teams to Manage All Aspects of the Sales Cycle Directly from a Mobile Device
[ILLUSTRATION OMITTED] In today's business environment, building positive customer relationships can be critical to your success. Having real-time access to customer information and the ability to stay connected with your sales teams can help build...
Betting on Bar Codes: Will the Smart Money Back Experimental Technology?
[ILLUSTRATION OMITTED] ONE DOESN'T HAVE TO LOOK VERY FAR TO FIND CREATIVE APPLICATIONS FOR 2D BAR CODES. Having piqued the interest of progressive marketers, bar codes have been employed on a slew of fashion magazines, advertisements, and on products...
Communication Is the Way to a Customer's Heart: A Food Processing Equipment Company Finds That Success Tastes Best When Sales and Service Are Served on the Same Plate
One of the first business ventures for Kansas City, Mo.-based Marlen Research Corp. (formerly Marlen International) was the canning machine for Vienna sausage in the 1950s. Since then, Marlen has added new equipment to its food-processing repertoire--machines...
Customer Service Initiatives for 2011: Tough Economy Erodes Customer Loyalty, but There Are Ways to Rebuild It
IT'S TIME AGAIN to assess our performance of the past year, perhaps write our own performance reviews, and plan in earnest for 2011. After surviving a couple of tough years, service and contact center managers can breathe a sigh of relief. Senior...
Everyone Is Going Mobile: How You Go about It Is Up to You. Just Don't Keep Your Customers on Hold
SMART DEVICE ADOPTION WALLOPS ALL EXPECTATIONS If there is any lingering doubt that mobility is a must-have in today's customer care strategy, just take a look at some basic sales data: * Nearly 326 million smart device were sold globally just...
Game Show Network Marketing Link Heats Up Frozen Food Company: On-Cor Increases Brand Awareness by Sponsoring a Multichannel Campaign on GSN
[ILLUSTRATION OMITTED] Best-in-class marketing campaigns touch a large customer base with relevant material in an engaging, timely, and unique manner across all available channels. These campaigns win the loyalty of a company's customer base and...
Go beyond Facebook and Twitter: Engage Customers with Empathy Online and Offline, Advises Social Nation Author Barry Libert
Look up social in the dictionary and you won't find "Facebook" or "Twitter" in the definition. Yet companies have relegated their social behavior and culture to those social networks. Companies that quickly apply the lessons they learn online to offline...
How to Listen to the Voice of the Customer in a Multichannel World: Contact Center Surveying/enterprise Feedback Is a Vital First Step
DURING THE PAST YEAR, barriers have been falling between the contact center and other business units within the enterprise. Organizations are realizing the importance of having executives and employees in disparate parts listen and respond to what...
Information Overload: Unilever's Unsightly Knowledge Base Was Costing the Company Money, Customer Satisfaction, and Time-Until It Turned to Astute Solutions
For Unilever, which owns many of the world's consumer brands in food, beverages, cleaning agents, and personal care products, the problem was organization. With slightly more than 4 million consumer connections in 2010, across Canada, the U.S.,...
Lithium, Jive Lead Community Platform Growth; More Than Half of $500-Million-a-Year Companies Have in Place or Are Developing Such Programs, According to Forrester Wave
While only 24 percent of interactive marketing executives at companies with at least $500 million in annual revenue are implementing or piloting community platform programs, the most recent Forrester Wave on Community Platforms projects that the number...
Marketing + Sales + CRM = Big Impact: Winning Formula Links Essential Modules on the Same Platform
AS WE EMERGE from the recession, ISM's best-in-class customers are reviewing their customer-centric strategies. Specifically, customers are ensuring that marketing + sales basics are in place and leveraging state-of-the-art technology to support marketing...
Pick a Strategy before It Picks You: Social Media Engagement Requires a Well-Thought-Out Enterprise-Wide Approach
SOCIAL MEDIA has reached a scale that ensures it is not a fad or merely a vehicle for personal networking. Along the way, some of the most famous brands have been driven into social media by reacting to one of the following: * a viral customer or...
Reigniting the Engine with Service Software: Fairbanks Morse Engine Implements a CRM System That Unites Its Customer Records and Tracks Its Engine Service Requests
* Tell me about your organization. Fairbanks Morse manufactures large diesel and duel-fuel engines primarily for the marine propulsion and stationary power markets, including nuclear standby power. Conceived in 1893, the company operates out of Beloit,...
Stores' Tenuous Hold: Fickle Customers Toting Mobile Devices Are Just One Click Away from Taking Their Business Elsewhere
The biggest change in retail during the past year has taken a long time to arrive: The economy is getting better, according to Cathy Hotka, retail consultant at Cathy Hotka & Associates. With retail showing promise in 2010, businesses can buy...
Taking QR Codes to the Park
* COMPANY: Fort Smith and the National Park Service Established on Christmas Day 1817, the Fort Smith Historic Site in Arkansas is steeped in American history. The park includes the remains of two frontier forts and the U.S. District Court for the...
The Next Killer App
I MUST ADMIT that, while I've noticed more 2D bar codes in advertisements, they have not inspired me to download a 2D bar code reader. And, although it seems fun, I certainly never played QR Kill--a laser tag-like game in which players on the street...
What's Next for Third-Party Support? Oracle Lawsuits against SAP and Rimini Street Signal a Fork Down the Road
[ILLUSTRATION OMITTED] If you ask Ray Wang, principal analyst and chief executive officer of Constellation Research, the basic principles of third-party maintenance apply just as they would if you took your Ford to someone other than the dealer...
Where You at? Because GPS Wasn't Enough for Some People, We Now Have LBS
SOMEDAY, in my rapidly approaching senility, I will lament that kids today have no sense of what we used to call privacy. I could lament that now actually--our lives are open books, complete with pop-up pictures. Recently I was watching infoMania...