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. 16, No. 10, October

5 Secrets for Building a Customer-Centric Business: Small and Midsize Businesses Can Greatly Increase Their Chances for Success by Becoming Customer Centric. Here Are 5 Secrets for Achieving That Goal
According to a major analyst, enterprises that deploy CRM strategies will return at least 25 percent better financial returns than those that don't. How can your organization deliver such results? If you're a small or midsize business, work to incorporate...
A Look at Oracle's New Direction
WHAT'S GOING ON at Oracle? The company has made a slew of acquisitions, especially in the software-as-a-service (SaaS) and social media markets, during the past three years, leaving many in the industry to question its strategy and how it will integrate...
Customer Experience Finally ... and Once Again: This "Novel" Concept Is Nothing New at All
[ILLUSTRATION OMITTED] IT'S FASCINATING to me that starting a little over a year ago, the concept of how to think about customer experience finally began to rear its lovely head. Which is great. Actually, it's utterly fantastic. What isn't...
Diamond in the Rough Gets Tech Savvy: A Jeweler Tracks and Streamlines Email Responses with ToutApp
[ILLUSTRATION OMITTED] For many people, choosing an engagement ring is not something to be handled lightly. Many hours are spent poring over stones and comparing prices. Diamond in the Rough, a New York-based online jeweler that offers pieces made...
Eight Best Practices to Deliver Great Commerce Experiences: Transform the Buying Process with Oracle's Commerce Solution
INTRODUCTION Customers have new ways to research, evaluate, compare, purchase, and provide feedback on products and services. What was once a simple buying process has evolved to include the Web, store, mobile, social, kiosk, and call center. Throughout...
Getting Back in the Game: After a Separation, Making the Next Connection Is Crucial
LIKE I SAID in August, relationships don't last forever. A 50 percent divorce rate is the accepted norm, and the only way to assess whether "till death do us part" is accurate is to wait for one partner to die. My previous column focused on an even...
Harry Rosen Mobilizes Luxury Menswear: Sales Associates Use Sage SalesLogix Mobile to Connect with Customers on a More Digital Level
When Harry Rosen, a Canadian luxury menswear retailer, began as a tiny made-to-measure store in 1954, its CRM system was what chief information officer Stephen Jackson describes as "an index card on all of [Harry's] clients complete with their sizes,...
HP Launches a CRM Consulting Service; HP Transformation Services-CEM Is Designed to Help Improve Operational Efficiency in the Contact Center
HP Enterprise Services in early August launched new business process consulting, analytics, and implementation services to help clients optimize the operating efficiency of their contact centers. HP Transformation Services--Customer Engagement Management...
In High Tech, Social CRM Is All the Rage: Technology Vendors Tap into Social Media and Online Communities to Let Customers Serve One Another
Customer satisfaction with software rose 2.6 percent, to an all-time high score of 78, in the most recent American Customer Satisfaction Index. Smaller companies like Adobe, Intuit, and Symantec took a leadership position, up 3 percent to 79, and Microsoft...
IVR Gives This Pharmacy a Healthy Boost: TalkRx Keeps a Small, Family-Owned Competitive with National Rivals
[ILLUSTRATION OMITTED] Like most small, independent retailers, family-owned Delta Pharmacy constantly needs to find cost-effective ways to maintain a competitive footing against big national chain-store rivals like CVS, Rite-Aid, and Walgreens....
IVRs Get a Bad Rap: There's No Excuse for Not Investing in These Systems
FACT: Interactive voice response (IVR) systems handle from 10 percent to more than 90 percent of incoming calls in contact centers that use them. The variability in containment rates is worth exploring, as is the fact that more than an estimated 60...
More Consumers Turn to Amazon for Product Research: Online Leader Strengthens Its Position but Still Faces Roadblocks
[ILLUSTRATION OMITTED] While Google might reign supreme in the realm of search engines, Amazon could soon outpace the Internet giant when it comes to consumer research. According to a recent Forrester Research study, "Why Amazon Matters Now More...
Remove Web Sales Obstacles by Becoming Your Customer's "Digital Best Friend"
Think about the last time you bought something based on the advice of a trusted friend. Chances are that your friend listened, asked clarifying questions, and chimed in when needed. You probably asked her about the differences between some choices...
Retailer "Wows" Customers: Swiss Market Chain Coop Registers Big Gains with an iPhone App Linked to Its Back Office Systems
Even with economic uncertainty in Europe creating a difficult retail climate, Swiss grocer Coop's iPhone home delivery app (known as Coop@home) has been an unexpected financial treat. "We're doing well in an environment of challenges," says Ellen...
SMBs Leap into Marketing Automation: CMOs Are on Pace to Spend More on IT Than CIOs
The need for more efficient lead management processes and customer insights, combined with advances in technology, is leading more small and mid-sized businesses to embrace marketing automation platforms, according to researchers. In a survey of more...
The E-Commerce Effect: This Key Pillar of Social CRM Is Changing the Business Landscape
WHILE my last few columns have focused on the role of social CRM, I want to shift direction and share how e-commerce is changing the CRM landscape. Broadly defined, e-commerce is the buying and selling of products or services over electronic systems,...
The Maturation of the Social SMB: Companies with Strategic Approaches See the Most Benefits
TO ADDRESS the perpetually challenging areas of customer acquisition, revenue growth, and sustained profitability, small businesses are turning to social tools and strategies in growing numbers. In the June 2012 "SMB Social Business Study," conducted...
The Need for Change: Despite Sizable Investments in Multiple Products, Oracle Recognizes
[ILLUSTRATION OMITTED] SUCCESS IN BUSINESS is often determined by a company's ability to regularly meet customers' needs. Occasionally, though, customers' needs change. Savvy organizations are able to recognize this and respond, but for a multibillion-dollar...
What Makes an Online Shopper Happy? Four Revealing Trends That Could Shape Your Sales Performance
You've beefed up the website with catchy photos and product information. The "shopping cart" feature is doing just fine, never letting you down during the critical moment of transactional truth. Your web presence is also healthy--finally, the hours...