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. 12, December

Bank Emerges from the Ashes with Salesforce CRM: Huntington Bank Returned to Profitability Quickly by Re-Engineering Its Customer Service Processes
[ILLUSTRATION OMITTED] Huntington National Bank, a regional financial services provider with $52 billion in assets, serves 1.3 million consumers and 150,000 businesses in Indiana, Kentucky, Michigan, Ohio, Pennsylvania, and West Virginia via a network...
Can Voice Biometrics Hack Computer Security? Speech Technology Can Protect Customer Data against Small-Scale Attacks
In April, hackers broke into Sony's PlayStation 3 Network, gaining access to data from roughly 77 million user accounts. A month later, Sony's systems were breached again, compromising the account data of 25 million users of the company's Online Entertainment...
CRM Idol, Reviewing the Review Lessons from the Winners: Go Big, Aim High
CRM IDOL was in some ways the first evaluation/competition of its kind. As a judge I can say that it was one of the more exhausting. Many other processes that result in an award or an acknowledgment of excellence put the majority of the effort on the...
Customer Intimacy Redux in the Digital Ecosystem: Fusing CRM and Social Media Is Key
AS THE SYSTEMS that run the way we work and live become smarter with the onset of the new digital ecosystem, the workplace as we know it is undergoing a dramatic change. The social Web has forever changed the balance of power between the individual...
HauteLook Gets Help for Help: Online Discounter Taps RightNow for Member Care
[ILLUSTRATION OMITTED] A number of businesses have sprung up in recent years providing deep discounts for merchandise that isn't moving. Customers get sweet deals on pricey goods while the retailers get to realize some profit on what might have...
How to Harness the Power of Foursquare: Here's What Companies Need to Know before Embracing the Social Media Tool
Check-ins, mayors, badges--these words are important to the millions of people who use Foursquare, and as more people join, these words have been grabbing the attention of a growing number of businesses as well. The challenge is figuring out how to...
Integrate Marketing and Sales for Revenue Results: Create a High-Powered, Unified Revenue Engine
With the common overarching objective of growing the business, one would think that the workflow process between sales and marketing would function like a well-oiled machine. However, if that really were the case, then why is it that, according to...
Integrate Marketing and Sales for Revenue Results: Create a High-Powered, Unified Revenue Engine
[ILLUSTRATION OMITTED] With the common overarching objective of growing the business, one would think that the workflow process between sales and marketing would function like a well-oiled machine. Marketing creates the buzz through awareness and...
Legislative Changes Proposed for Robocall Restrictions: A Bill in Congress Would Allow for the Delivery of Time-Sensitive Information to Mobile Phones
On September 22, Reps. Lee Terry (R-Neb.) and Edolphus Towns (D-N.Y.) introduced legislation that would modernize the Telephone Consumer Protection Act (TCPA) of 1991 to allow for the delivery of time-sensitive consumer information to mobile phones,...
Live Video Chat: Put More F2F in Your B2B
Step into any public place today and look around at how individuals are using their devices to communicate: voice and/or video calls, texting, email--whichever means is most convenient and appropriate for any given situation. A Skype-savvy population...
My Latest Excuse: Love the Player, Hate the Game
I MENTIONED LAST MONTH that I'd finally gotten around to reading Jane McGonigal's awesome book, Reality Is Broken, and I'm here to tell you I'm angry at myself for having put it off as long as I did. The writing is clear, friendly, and insightful;...
Oracle to Acquire RightNow Technologies: The $1.5 Billion Deal Is Part of an "Aggressive" Move to Offer More Cloud Solutions, Oracle Says
[ILLUSTRATION OMITTED] Oracle announced October 24 that it will buy RightNow Technologies, a provider of cloud-based customer service, for $43 per share, or approximately $1.5 billion net of RightNow's cash and debt. The deal, which analysts...
Past Is Prologue: We Look at the Major Events of This Year for Hints of What's to Come
Welcome to CRM magazine's annual debriefing, 2011-2012 edition. Every year, we examine occurrences and trends that we've seen to get a final assessment of where things stand in our industry and place a capstone. Doing this also lets us (and you, our...
Sales Collaboration: Can I Get a Little Help Here? Keeping Pace in a Changing World
I HAVE THREE NEPHEWS who work in sales in the social media software, telecommunications, and medical products industries. When I compare what they are asked to do today to what I did when I started my sales career at IBM, what strikes me most is how...
SMB Hosted CRM Market Set to Triple by 2015: Rapid Growth in the SaaS CRM Market Is Paving the Way for "Social CRM" Adoption, Says AMI
Cloud-based business applications, especially those related to CRM, are garnering considerable attention from U.S. small and mid-sized businesses (SMBs), according to new research from AMI-Partners. In its latest "U.S. SMB Cloud Services Study,"...
Social Media Reality Check: Are Customer Service Execs Wasting Their Time and Money? New Data on Consumer Behaviour Shatters the Hype about Twitter and Facebook
As businesses madly clamor to engage with customers in social media channels, Gartner predicts the worldwide spend on social CRM offerings will balloon to more than $1 Billion by the end of 2012. Clearly, the Social CRM bandwagon is now completely...
The Monday Morning Numbers on Movie Marketing: How International Growth, Social Media, and a Decline in DVD Sales Are Changing the Film Industry's Marketing Strategies
[ILLUSTRATION OMITTED] If a narrative feature film doesn't open well in the first week, it's a failure. "It's day-old bread," explains Perry Katz, a consultant to the Motion Picture Group at IPSOS OTX Media CT, and former head of research for...
Using Social Media for Customer Service Is a Strategic Imperative: Protect and Enhance Your Company's Image
SOCIAL MEDIA is no longer just an option for customer service groups; it's a requirement. If you have any doubt, take a look at the list of sites below, all of which encourage consumers to express their feelings and share complaints about companies...
Voicing the Future
DURING THE MONTH of December, many people tend to think about the holidays, family, eating delicious food, and then, of course, dieting. But as 2011 draws to a close, we're focusing our attention on the events of the year and how they could influence...
Web Self-Service with 'Instant Answers': A Compensation Broker Reduces Agent Load with an Automated FAQ Tool
Since 2005, Payoneer has helped thousands of Web businesses and other companies deliver compensation to employees, suppliers, contractors, and partners via prepaid MasterCard debit cards. The New York-based company has securely delivered these types...