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. 12, December

A Site Stops Feeling Overtaxed: The Voice of the Customer Helps Intuit in an Online Revamp
As 2008 ends, many people are already looking ahead to a time of dread: tax season. At Intuit, the developer of business and financial software--TurboTax, Quicken, and QuickBooks--April is the best of times, and potentially the worst: When most...
A Startup Feeds off Feedback: BumpTop, a Computer Desktop Solution, Uses Intridea CrowdSound to Develop Customer Conversation
* Tell us about your organization. BumpTop is a new way of thinking about computer desktops. We apply gaming, 3-D graphics, and physics to the desktop to organize files and look at photos and browse more richly and intuitively and more like a real...
Bad Economy = Bad CRM? before the Markets Hit the Skids, Companies Had Just Begun to Target Customer Experience
AS AN industry analyst who talks to technology vendors for a living, I have lately been hearing abundant and frequent variations on the message "A down economy is good news for us.' Obviously, companies in any industry would like for this somewhat...
Build Transparency and Trust
WHAT KIND OF IMAGE does your company convey to customers? Just because your company has a decent product and/or service, a Web site, and the ability to provide customer service doesn't guarantee customer satisfaction. There's more to it-a lot more....
Congratulations to President --: It's Never Too Early to Get in Good with the Leader of the Free World, Whoever It May Be
I'm caught in the usual conundrum of print publishing--writing for an issue that will appear in the future, a future about which I'm very uncertain. You're reading this in December, right between the election of the U.S. president and his inauguration....
Empowered Consumers Are Ready to Flip the Switch: Utilities Have to Contend with Customers Seeking More Control of Their Power Consumption
For virtually anyone who has needed gas for their car, oil to heat their homes, or electricity to run appliances and keep the lights on, it's painfully clear that energy costs have been skyrocketing in the United States. Instead of grinning and...
Feedback Is the Future: Contact Center Surveying Is Evolving into Enterprise Feedback Management
CONTACT CENTER surveying/feedback and analytics applications, while still evolving, show great promise for companies of all sizes. Vendors are developing and enhancing solutions to create products that capture and report the voice of the customer...
Financial Frenzy: Banks Are Dropping like Flies-Or Mating like Bunnies
When Washington Mutual and Wachovia--two of the largest retail banks--were snapped up by former competitors JPMorgan Chase and Wells Fargo, respectively, the deals were just part of the country's--and the world's--financial crisis. As exceptional...
Holiday Humbug: Will the Grinch Steal Retail's Favorite Season?
Santa might have an easier time getting down the chimney this year--he'll be schlepping a smaller bag. As Americans adjust their spending habits to a sluggish economy, the holiday retail season is expected to take a big hit. Consumer confidence...
It's a Bird. It's a Plane. It's You
Several centuries may have passed since John Donne wrote "no man is an island," but he's no less right today. The actions of one person can affect the lives of many, says Tim Sanders, author of Saving the World at Work. A single person can pursue...
Make 'Em Laugh-Personally: GigglePrint Knows Personalization, but Coremetrics Helps Teach the Printing Company How to Finish the Transaction
[ILLUSTRATION OMITTED] The whole world was finally going green, but, ironically, Custom Direct's seemingly ecofriendly business model was beginning to wilt. Since its inception in 1993, the company had used recycled paper to print custom-designed...
Mixing in a Little Sugar Sweetens the Deal: Geeks on the Way Turned to SugarCRM to Keep Pace with Increasing Demand
[ILLUSTRATION OMITTED] Geeks on the Way (GOTW) provides technical support both in person and remotely throughout Western Canada. How ironic, then, that the support provider needed help of its own in procuring a customizable and scalable CRM system...
Rejecting the Turnstile Relationship
Instead, invest more in your best customers N REAL LIFE I am a customer, and as a customer I'd like to suggest a strategy that will have you prospering in these crazy times while everyone else is scrambling. The strategy offers stability, greater...
Re: Tooling
Business Problem: Failure to easily locate answers to customer inquiries. Tech Solution: Knowledge Management Tools Ever called into a contact center only to wait on hold for an agent who couldn't call up records, find the right information,...
Spiff Up Your Site! Your Company's Web Site Doesn't Have to Be the Prettiest One out There, but It Has to Be Useful. Here's How to Make Sure It Is
[ILLUSTRATION OMITTED] If you put your corporate materials in a beauty pageant, your Web site would probably stand up well in front of today's judges--better known as your audience. It may not be Miss America just yet but it's definitely a strong...
The Next Disruption: The Notion of Peak Oil Has More to Do with CRM Than You Think
AS YOU MIGHT KNOW, disruptive innovation is one of my favorite topics to research and write about. Though we see disruptions all the time, in my experience most disruptions are not recognized as such when they happen. We might see them as large...
The Rave Is Over: What Happened at Entellium, and What It Means for Businesses
[ILLUSTRATION OMITTED] The CRM industry received a shock in early October when news of trouble at sales force automation (SFA) vendor En tellium began to surface. (We blogged about some of those early happenings at wwwdestinationCRMblogxom.)...
They Aim to Please: There's One Way to Improve Your Chances of Having Customer-Centric Service: Hire Customer-Centric Employees. If Only It Were Really That Simple
EDWARD FIELDS DECIDED TO CREATE A COMPANY in 2004 because he wanted one very simple thing: to make sure he was never again surprised at any of the parent-teacher conferences he attended for one of his four kids. "It's probably silly to spend $14...
Transparency: Web 2.0, Social Media, Customer Feedback, Conversations. Transparency Is the New Currency in CRM-But Are You Really Ready to Let Your Customer Behind the Curtain?
Imagine yourself looking in a mirror. What you find yourself looking at may not be what you were looking for. But isn't seeing what's real better than seeing an illusion? Aren't we better off knowing what's true? When skin-, body-, and hair-care...
Will Customer Experience Survive in a 'Soft' Economy? Cutting Costs May Lead to Cuts in Service
The economic crisis made for a lively topic at customer experience management provider Ri9htNow Technologies' annual user summit in Colorado Springs, Colo., in October. Not stocks, per se, but customer service-and how to maintain it as technology...