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. 12, December

A Realistic Look at Social Media and the Contact Center
Twitter and Facebook have given customers new ways to connect with businesses, get information, voice opinions --positive and negative--and generally assess and comment on companies and the products and service they provide. In enterprises wanting...
Commerce Investments Are Set to Surge: E-Commerce Moves beyond Web-Store Hosting to Managing Customer Data, Orders, and Inventory across the Enterprise
[ILLUSTRATION OMITTED] Companies are paying more attention to how their customers are paying them, encouraging many multisite businesses to upgrade their commerce technology. Pier 1 Imports, for example, debuted an e-commerce site this fall with...
From Wreckage to Revival: Imperatives for CRM Leaders in the Automotive Industry
IN THE AUTOMOTIVE INDUSTRY, transformation in customer relationships is creating an imperative for change in CRM strategies and capabilities. The shift is from distant relationships mediated almost exclusively by the dealership to intimate relationships...
How to Socially-Enable Your Contact Center
Mary received her replacement bankcard quickly. However, she was puzzled. Could she use her old card's PIN? She called customer service. She waited. She grew frustrated. At 30 minutes, she tweeted her dissatisfaction. Surprisingly, she received...
Increased Video, Click Rates Are Good News for e.Republic: A Media and Research Company Revamps Its Web Sites with Help from Limelight Networks
News media and research company e.Republic informs readers about the latest developments in state and local government and education. It runs seven Web sites and publishes five periodicals, in addition to hosting several conferences. To keep up with...
Is Your Web Site Optimized for Mobile Devices? Reaching Customers Via Smartphones and Tablets Requires a Cross-Channel Strategy and Investment
[ILLUSTRATION OMITTED] If any doubt remains about the impact of the mobile revolution, consider the effect of Apple's flagship product, the iPhone 5, on the mainstream market. Leading up to the launch in mid-September, the only certainty was...
It's Time to See E-Commerce Differently
E-commerce is unquestionably in an age of ascendancy. It's growth is supported by a confluence of several technologies including mobile technology, e-commerce software and internet everywhere. Companies like Amazon and eBay did not exist until 1994...
Marketing without Barriers: Why Fusion Marketing Is the Future of Advertising
Some of the best ideas involve mashing together unrelated things: a bell and a clock (the alarm clock), infotainment, salt and chocolate ... the list goes on and on. In his new book, The Fusion Marketing Bible, social media strategist Lon Safko challenges...
Match Priorities with Practice: Emphasizing Cost over Experience Is a Losing Proposition
IN A RECENT FORRESTER SURVEY, 86 percent of business decision-makers rated customer experience a top priority. Yet many companies struggle to deliver a positive one. They focus their service efforts on cost control--a narrow approach that ignores bigger...
Metal Mulisha Revs Up Online Traffic: With ReadyPulse, a Sports Apparel Company Sees E-Commerce Gains
[ILLUSTRATION OMITTED] Apparel licensing company La Jolla Group manages a portfolio of brands including O'Neill, Metal Mulisha, Rusty, and FMF Racing, all catering to the diehard surf and action sports set. Metal Mulisha, a brand influenced strongly...
More Than Just Buzz Monitoring: Uncover the Topics, Meaning, Trends and Sentiment of Customer Conversations with Experience Analytics
Social media is huge. And so is the number of online conversations on social networks. Are you regularly tracking social media posts in forums, following Twitter and Facebook comments or looking at open-ended survey questions? Have you selected a keyword...
Open Your Doors to Mobile Devices
IN LATE OCTOBER, Mother Nature slammed the Eastern Seaboard with one of the most ferocious storms on record. If you didn't experience it firsthand, you likely heard or read about Superstorm Sandy. The lucky ones in the New York tristate area were among...
Oracle Expands in Social and the Cloud: At OpenWorld and CX Summit, Oracle Reveals Its Latest Product Strategy
[ILLUSTRATION OMITTED] Oracle customers now have more cloud and social media options. That was CEO Larry Ellison's main point during his keynote speech at Oracle OpenWorld in San Francisco in October. He told a crowd of 50,000 that most of Oracle's...
Piecing Together Multichannel Support: Cross-Channel Support Starts with Connecting the Right Channels
ARE COMPANIES EFFECTIVELY PROVIDING multichannel and cross-channel customer service? The answer is yes, but slowly and in stages. Customers of Extraco, a chain of banks in central Texas, can contact customer service through email, online chat, or...
Pint of View: Smarten Up: Arm Graduates with Skills That Matter
YOUR KIDS (or perhaps their kids) are thinking about finals for the winter term right about now (it being December for you), and I'm watching all the back-to-school activity (it being September for me). Small surprise, then, that I got to thinking...
Salesforce.com Delves Deeper into Social and Mobile Enterprise: Dreamforce 2012 Draws 90,000 Attendees, Features a Multitude of Product Updates
[ILLUSTRATION OMITTED] At Dreamforce, Salesforce.com revealed its latest social media push to a crowd of 50,000 on-site attendees and 40,000 Web viewers. Gathering a host of keynote speakers that included Salesforce.com chairman and CEO Marc...
ServiceTask Helps Business Clean Up: An Atlanta-Area Cleaning Company Finds Fruitful Results with This Appointment Scheduling App
[ILLUSTRATION OMITTED] ServiceTask from New Service has radically changed how Dustin McDonald runs his window cleaning, power washing, and detailing business. Servicing his residential and commercial clients in the Atlanta area is now an almost...
Social Customer Engagement: Go from Buzz to Business
The other day, I noticed on Facebook that my sister had "liked" a major big box retailer. What's odd is that I knew she didn't really care about them; she would switch brands in a heartbeat for lower prices. That's a problem many companies face now--a...
"Social Customer Service: The Pivotal Driver of the Social Enterprise"
Customer service contact centers worldwide need to harness the power of social media now to provide the best customer service and protect their brands. Only by embracing customer-preferred communications channels in the customer service contact center...
Talking about Lead Generation: When It Comes to Making Sales, Technology Is Doing Double Duty
AS PART OF CSO INSIGHTS' seventh annual Lead Generation Optimization study, we asked the 400-plus participating companies to share what demand-generation initiatives are resulting in the best ROI for them in terms of lead quantity and quality. The...
Telecoms Grapple with Support Inequality: Carriers Struggle to Offer Effective Service to All Customers
Maintaining customer satisfaction is no easy task for wireless carriers, but the latest J.D. Power & Associates 2012 U.S. Wireless Customer Care Performance Study says the real challenge is to be consistent with support. The semiannual study...
The Changing Dynamics of Customer Care
The social web has been an unprecedented boon to consumers seeking an empowered voice. Today, those voices can either wreak havoc over your brand or be an important driver of bottom line gains. The trick to realizing the gains rather than the havoc...
The High Cost of Paying for Reviews: The Pressure to Keep Up Appearances Is Encouraging Companies to Pay for Praise
[ILLUSTRATION OMITTED] Given that online reviews can be a driving force behind a business's success or failure, some companies have started paying for positive reviews about their products. But this increasingly dangerous practice usually fails...
The Science of Success: How Using Customer Experience Analytics Today Can Help Drive Business Tomorrow
The satisfaction with the customer experience is the ultimate measurement of success. And, when measured correctly, it can predict the future and lead businesses down a path of financial success. Extensive scientific and academic research proves a...
Virtual Assistant Enter the Interprise: Nina, Lexee, and Sophia Follow Siri's Lead ... This Time into the Workplace
[ILLUSTRATION OMITTED] IMAGE, on the day a businesswoman is scheduled to fly out of town, she is faced with a sudden emergency that requires her to leave for the airport immediately. While rushing outside to hail a taxi, she realizes she needs to...
What's in a Name? Debating the Future of Social CRM
HERE WE ARE, just two years since Gartner introduced its Social CRM Magic Quadrant, sitting on predictions of growing the market to multibillion dollars in the next couple of years, and I ask: Is there a future for social CRM? I know analysts are supposed...
Word of Mouth Gets a Megaphone: The Critical Importance of #Socialmedia and the Customer Experience
[ILLUSTRATION OMITTED] A 2012 Nielsen survey found that 92% of consumers trust recommendations from friends and family. Word of Mouth has long been a powerful force in business, but with the rise of social media it's no longer limited to a conversation...