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. 10, No. 6, June

7 Strategies for Partnering with Outsourcers: Overlooking These Simple Partnership Practices May Scrap Any Hope of Delivering a Seamless Customer Service Experience
Contact center outsourcing at first glance does not set the stage for delivering a seamless customer service experience. At its base, the relationship often forces companies to weaken, not strengthen, direct interactions with their customers. But bringing...
Anti SIP Ation: SIP's Potential in the Contact Center Comes with Both Benefits and Caveats
Organizations still struggling to quickly connect customers with the most appropriate company representative shouldn't fret: The SIP train is coming. As more companies migrate from a CTI to an IP infrastructure--combining voice and data into one network--new...
Anything for the Customer: Why Web Self Service Matters
Companies make significant financial investments to drive their customers to their Websites. But then fail to provide customers with a satisfying experience once they get there. Therein lies the inherent paradox that plagues many organization's...
A Sign of the Times: CosmoCom Helps Hearing Impaired Callers Stay Connected
Many callers reaching out to a contact center are greeted with the sound of an IVR prompting them to press specific keys, which will route them to their desired location. But for nonprofit Communication Services for the Deaf (CSD), an organization...
Autobytel's Key to Automotive Success: A Full-Service Car Dealer Turns to a Marketing App to Compete against Large Automotive Service and Repair Chains
Key Hyundai, a full-service auto dealer in Jacksonville, FL, depends on its auto service department to bring in revenue for services performed, plus for future auto sales. "We say that the sales department sells a customer his first car and the service...
Business Problem: Tech Solution: Data Integration Tools: Customer Data Is Scattered throughout Legacy Systems, Preventing a Company from Fully Leveraging It
Most companies have large volumes of detailed operational data, but because it's spread across many departments or is locked in sluggish legacy technology, business analysts and decision-makers can't get the answers they need. Data integration tools,...
Can I Help the Next Customer ... Online?
Customer self-service on the web is here and it's spreading like wildfire. Most importantly, it's working! Increasingly, "internet consumers" don't want or need to pick up the phone and be placed on hold for three to five minutes before getting...
CRM Magazine Best Practices Series: Web Self Service
Sometimes a technology comes along and it's hard to remember a time when it wasn't available for a business and consumers. After all, we spend our weekdays trying to figure out the best way to serve customers and our nights and weekends expecting to...
Customer Service on Demand: Avoiding the Pitfalls
You know you need online customer service. Your customers have made it clear that they want the ability to help themselves online; and your company can decrease service costs by as much as 30 times by offering online self-service. But to achieve...
Dialing Up Financial Services: Amdocs Tailors a Dynamic Focus on Banking Solutions
Amdocs continues its quiet penetration of the financial services market by leveraging the lessons it learned in dominating the telecom industry. In March the company announced general availability of three new solutions for banks, all of which are...
E-Commerce Best Practices Make Perfect: CRM Magazine Presents What Some of the Best Minds in the Industry Have to Say
Commerce is as old as human want--and e-commerce is growing up. At the very least, it's reached puberty; most people date it to 1994, when secure transactions became a reality. Like any growing thing, different rules apply to e-commerce at each stage...
eGain Busts: Five Web Self-Service Myths
Myth 1: "One size fits all"--one web self-service method fits all customers and their needs. Believe this one and you're really in trouble. The truth is customers and prospects prefer multiple ways to access information through self-service....
How (and Where) May We Serve You? Big-Box Stores Are Putting the Multichannel Remote Control in Consumers' Hands
Retail consumers want to receive a high level of service regardless if they shop online, in a store, through catalogs and telephone marketers, or some combination of channels. The retailers that recognize and meet this challenge of multichannel customer...
How Many Clicks Does a Click Fraud Make? as Invalid Click Percentage Projections Oscillate, It Is Important to Stay Focused on Fraud Identification and Filtration
In early March 2006 Google agreed to pay advertisers $90 million in response to an Arkansas lawsuit alleging that the search engine giant was charging them for Web clicks not generated by legitimate users. This high-profile settlement, along with a...
How to Trust and Have Funnel: Avaya's Deal Registration Now Exceeds 12-Month Goals in 30 Days, Thanks to BlueRoads
It's not easy being segmented. Avaya is an IP communications front-runner that found this out in 2004 when it launched eDemand, a new strategy to push more business to channel partners and reduce conflict with its own direct sales efforts. The sticking...
Intelligent Customer Segmentation
Companies don't need to buy complex CRM programs or hire expensive analysts to launch and have success with CRM campaigns. Indigo Books and Music, a Canada-based book retailer, started its own CRM program with nothing more than Microsoft Excel and...
It's Hard out Here for a Manager: Celebrating the Ultimate CRM Professional
IT SEEMS LIKE I've been in something of a rut with this column lately, focusing on what not to do, on who doesn't need CRM, and that sort of thing. Let's recap: January was New Year's resolutions for slacker businesses. March detailed outsourcing plans...
Minimizing Customer Guesswork: A Swiss Telecom Provider Uses Customer Analytics to Gain Foresight into Its Customers and Keep Retention Rates High
What made you turn to business analytics? In 2002 Cablecom wanted me to set up a new marketing database, which has about 7 million people in it. We use approximately 120 different criteria, such as demographics, customer behavior, and transactional...
Old-School Entertainment Is Still in Session: How to Keep It Fresh and Inviting in an Age of Home Theater and Game Consoles
Outdoor sports season is here, and arenas, movie houses, and even the new wave of family entertainment centers are again facing a powerful challenger--digital home entertainment--for entertainment dollars. The massive advances in home entertainment...
Professional Courtesy
Even CRM-related companies can learn a thing or two from one another, especially if they specialize in two different disciplines. We talk a lot about breaking down information silos, and that's what e-commerce and business rules engine Selectica did...
Rethinking the Customer Service Mix: How Mentor Graphics Has Balanced Web Self-Service and Phone-Based Support
Electronic Design Automation (EDA) deals with complex software products used to develop electronic systems--from chips to and boards used in today's automobiles to the most sophisticated ASICs--better and faster. A pioneer in EDA, Mentor Graphics...
Selling Is All about the Setup: New Technologies Help Improve Sales Processes, but Companies Are Not Focusing Enough on Fundamentals
WE ARE ALWAYS looking for ways to tweak the sales process, make it more efficient and ensure that we meet our revenue numbers. It's somewhat surprising, then, that very often we fail. According to Jim Dickie, a columnist for CRM magazine and partner...
Simplicity: The Key to Web Self-Service Success, Four Key Considerations to Improve Web Self-Service Effectiveness
It is a common assumption that effective Web Self-Service implementations are very complex. "Our company's collective experiences, growing content resources, and extensive processes possibly require an elaborate, robust system." As a result, workflowsand...
Speech Self-Service System Security Breaches: Are You Protected?
Instances of online security breaches permeate the media these days, and with every security breach, public awareness and fear of the vulnerability of sensitive personal information reaches epidemic proportions. More than ever, the public is concerned...
The Power of Why: Using Root Cause Analytics to Drive Superior Performance
THE POWER OF WHY Contact centers have never had more tools for collecting data, nor more solutions for counting it. As a result, managers today have lots of information about what their contact centers are doing, from call volumes and handling costs...
The Promise of Digital Advertising: New Opportunities Exist for Nimble CRM Marketers
ONCE AGAIN, digital advertising looks very promising--and this time, it's for real and here to stay. As recently as 2004 online vehicles attracted only 5 percent of ad spending, even though they captured a significantly larger share of media attention....
The Secret to Great Self-Service: Deliver a Better Customer Experience with Adaptive Search and Business Process Support
There is no argument--great search is key to achieving the benefits of Web self-service--but most search solutions for Web self-service and support fall short because they don't adapt to the special needs of the self-service user. Consider these key...
Transitioning to the NetGen Environment: 6 Steps Smart Companies Are Taking Today to Compete Tomorrow
IN PRIOR columns I have detailed the growing role of the Internet generation (herein, the NetGen). This generation, born after 1982, is special for a variety of reasons. How special? For starters, this "Playstation" generation is the first to know...
Where the Value Lies
BUSINESS PROFESSIONALS who cut costs to stay competitive will eventually lose ground to those who create premium customer experiences. Cutting costs may keep customers from going to the competition in the short term, but it devalues a product or service...