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. 10, October

Aetna Members Get Ann-Swers: The Insurer's Virtual Assistant Engages More Than 2 Million Chats, Helping Ferret out Information on Benefits, Costs, and More
[ILLUSTRATION OMITTED] Aetna provides healthcare, dental, pharmacy, behavioral health, group life and disability insurance, employee benefits, and healthcare management services to 36.5 million people--many of whom now enjoy expanded service from...
All I Know Is That I Don't Know Nothing: Blending Knowledge Management with Customer Service Is Critical
A LATE-1980S SKA-PUNK rock song by the band Operation Ivy had the memorable sing-along refrain, "All I know is that I don't know / all I know is that I don't know nothing." Double-negatives aside, this should be the refrain for many brands and enterprises...
Autonomy: Understanding the Voice of the Customer: How to Effectively Leverage Customer Insight from Social Media to Drive World Class Multichannel Customer Experiences
Your customers are now interacting with your brand through multiple channels including your website, retail store, contact center and even social media. This Voice of the Customer data has become very easy to capture and share. Yet most companies are...
CRM in 'Pursuit of Shared Goals'
ONCE IN A WHILE, it's helpful to see how other CRM professionals spend their days, to get an up-close look at what's important to them, the projects they're working on, their interactions with colleagues, and their customer engagement strategies. So,...
Customer Satisfaction: Don't Leave Work without It: A Contact Center Executive at American Express Takes a Holistic Approach to Support
[ILLUSTRATION OMITTED] American Express' World Service-Fort Lauderdale Center in Plantation, Fla., is the workday home for nearly 3,000 people, and Doria Camaraza, a corporate senior vice president and general manager of that 400,000-square-foot...
eGain[R]: Harvesting Social Knowledge for CRM
Community-based knowledge creation for customer service is not that new. However, enabled by the ubiquity and ease of use of the Web and the availability of social networking tools, it has gone to a whole new level, leading to the creation of the term...
Foursquare Searches for Revenue Streams: The Company Plans to Start Charging Merchants for Customer Data
Foursquare, the location-based mobile platform that lets users collect special deals at registered locations when they "check in" via a smartphone app or SMS, reportedly plans to start charging its 500,000 registered merchants for premium services,...
Genesys: Improve Your Customer Engagement Experience with Social Media
A well-implemented social CRM strategy can turn your business into a nimbler enterprise and strengthen your overall brand perception--while a poor strategy can turn into a nightmare. Recently I read that 90 percent of consumers who air a grievance...
Harnessing Customer Experience Management Solutions: New Software Helps to Handle Multiple Consumer Touch Points
OPPORTUNITIES to drive more profitable customer relationships exist within the growing number of touch points organizations use to interact with consumers. But the mountain of data, digital content, products, and offers on which companies sit creates...
Integrating Social Media into Your CRM Strategies and Systems: Formulating a Plan and Putting It into Action
When social media first became a business issue several years ago, many customer service and marketing executives were caught flatfooted in their understanding of how to deal with this new and unstructured channel. Since then, the panic has subsided...
Just What the Marketer Ordered: Beth Fagan Creates a Corporate Brand for Missouri Baptist Medical Center
[ILLUSTRATION OMITTED] Beth Fagan has had a lot of jobs in a lot of places. After the Connecticut native graduated from Dickinson College in Pennsylvania, she was an investigator for the Federal Election Commission in Washington and then spent six...
Keynoter David Gergen Urges Leaders to Listen: The CNN Analyst and Former Presidential Adviser Identifies Mobilization, Persuasion, and Trust as Critical Qualities
[ILLUSTRATION OMITTED] With a U.S. credit score downgrade and a plummeting stock market as a backdrop, senior CNN political analyst David Gergen called for solid leadership during these "turbulent times." The former adviser to four U.S. presidents...
Knowlagent[R]: Exploring the 'Dark Matter' of Contact Center Performance and Productivity
In astronomy, there is a still-mysterious force that is woven through the fabric of the universe referred to as "dark matter." While stars and galaxies illuminate the night skies, astronomers are convinced there is unseen, immeasurable mass that holds...
New Paradigms Bring Value to Knowledge Management: The Focus Shifts from Managing Knowledge to Empowering People to Respond, as Seen in Online Communities
ON JULY 29, Oracle acquired InQuira--the last independent knowledge management vendor in the CRM world. In the way we talk about it, knowledge is useless. Seriously, there is no value whatsoever to the knowledge we produce and manage via knowledge...
NFL Flexes CRM Muscle: Not Even a Threatened Cancellation of the Season Could Deter Football's Loyal Customers
When the NFL lockout officially ended July 25, a national cheer could be heard, as rabid fans reclaimed their autumnal Sunday afternoons. But there was never really a loss of fan interest, even during the height of the five-month standoff between the...
Pint of View: Plus What? Google Dips Its Toes into Social Networking Waters-Again
SO THERE'S A NEW social network in town, Google+. It's new enough to devote a column to it as a topic without seeming hopelessly behind the times, but also new enough that anything I write may well have changed by the time you read it. I'm not sure...
SMBs to Become More Mobile and Competitive: Better Connections with Customers and More Efficient Use of Resources Will Drive Future IT Investments
Small and midsized businesses (SMBs) intend to expand their use of technology to improve customer interactions, mobility options, and operational efficiencies, according to a study by CompTIA, the nonprofit trade association for the information technology...
Social Media Expands the Role of the Customer: But Conference Panel Warns against Sacrificing the Basics
Customers are no longer just customers. That was the pithy conclusion of the August 9 keynote panel on innovative social strategies at CRM Evolution 2011. Companies "are integrating customers into their activities, engaging customers in the creation...
SpringCM: Best Practices in Sales Automation: How to Achieve Faster Closing Cycles and Maximum Sales Productivity
BEST PRACTICES OF SALES AUTOMATION Analysts tell us that the contract process consumes 18-25% of the sales cycle. Think about that the next time sales productivity dips and your sales teams are scrambling to close fewer deals. While CRM systems...
The Doctor Gets a Social Prescription: YouBeauty Enlists Extole to Launch a Social Media Campaign
When Mehmet Oz (aka Dr. Oz) and Michael Roizen launched YouBeauty.com in July, they had a mission: Explore the link between health and beauty in a fun and factual way. While the doctor duo brought a wealth of knowledge, they didn't know how to inform...
The (Old) Rules Do Not Apply: Traditional Standards of Database Marketing Will Be Retailers' Downfall
[ILLUSTRATION OMITTED] Out with the old, in with the new, advises Forrester Research. In a recent report, Five Foundational Requirements for Retail Customer Intelligence, the analyst firm notes that retailers that provide strategic customer intelligence...
Tracking Medical Treatments in Real Time: IBM Business Analytics Is Not Only Empowering Physicians to Rate Their Performance but Also Teaching Them How to Improve It
How are doctors able to know whether they are doing any good for their patients--or whether they need to make changes in their treatment practices--without auditing the results of their performance? They can't, says Dr. James Holly, who believes...
Trust Trumps Technology: What Does the Customer Want? versus What Does It Cost?
WHEN I GOT my first job as an adult, the boss was fond of saying that everyone sells. He didn't mean that everyone carried a quota or got commissions; we all were responsible, to the extent possible, for advancing the company's objectives for such...