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. 17, No. 1, January

5 Emerging Sales Productivity Tools: New Social, Mobile, and Collaborative Tools Help Sales Teams Close More Deals
For many salespeople, it's in their nature to impress. And some would argue it's part of their job. Their extra efforts to win over prospects are often reflected in their appearance, their choice of restaurants, and even their gadgets. And while it...
Add Customer Satisfaction through Analytics: Improve Customer Value to Boost Profitable Growth
A VOLATILE ECONOMIC landscape has consumers thinking twice before making a purchase. When they do buy, they expect to get more for their money. Companies that disappoint see consumers taking to social media to air their complaints. The results can...
Adding Eyeballs with Video: Sports Unlimited Gets an SEO Boost and Increases Sales with Help from Treepodia
Sports Unlimited, a 30-year-old family sporting goods business based in Hatfield, Pa., was eager to add online videos to its e-commerce site, but faced the daunting task of creating videos for thousands of products. "We cover ... football, baseball,...
Boost Brand Advocates and Social Media Influencers
[ILLUSTRATION OMITTED] RECRUITING brand advocates--consumers who are fans of a company's product or service and are willing to promote or defend it--is not a problem for Deena Zenyk, program manager of customer advocacy programs at Smart Technologies,...
Brainshark Satisfies Hunger for Leads: Data.com Helps Deliver "The Best Possible Audience" for Marketing Messages
[ILLUSTRATION OMITTED] Relevancy is everything in Brainshark's business. As a provider of cloud-based solutions helping companies and individuals create, share, and track online and mobile video presentations, Brainshark promises users an interactive...
Building an Impenetrable Cloud: Companies Concerned about Data Security Have More Hybrid (Public and Private) Cloud Computing Options
[ILLUSTRATION OMITTED] CRM applications have been available in the cloud under the software-as-a-service (SaaS) model--where applications are hosted by a vendor or service provider and made available to customers via the Internet--since the late...
Cracking the Social Media Code: Here's How to Make an Impact
It is nearly impossible these days to find a business that does not invite customers to follow it on Twitter and like it on Facebook. At the same time, many companies are creating a lot of chatter with very little to show for it. To help businesses...
Flying Colors? Consider What Your Flight Attendants Can Control before Giving Them Attitude
AIRLINE TRAVEL makes me think about customer experience. There are few times in our lives when we are so completely in the hands of a business as when we fly. Flying isn't something you do while doing something else, the way you can stop for a bite...
Getting Closer to Customers Tops Big Data Agenda: Companies Lack the Skills to Manage the Barrage of Information
Most corporate big data initiatives are aimed at improving the customer experience, according to research by IBM and the Said Business School at the University of Oxford. Yet despite the strong focus on the customer, less than halfofthe organizations...
Help Your Customers Help Themselves
BENEFITS OF WEB SELF-SERVICE According to Forrester, 72% of customers prefer using a company's website to answer their questions. However, only 52.4% found the information they needed online. (i) Customers want to solve their issues quickly and...
IVR Fuels Improved Customer Service for Propane Supplier: AmeriGas Offers Targeted, More Efficient Solutions with a Speech-Enabled Phone System from Message Technologies Inc
The market for propane gas is very competitive, and every little bit of help with customer service goes a long way. Providing the attention that each customer deserves is challenging for any business, especially one with 2 million customers. This was...
Marketing Automation Goes Mainstream: As Technology Evolves, So Must SMB Strategies
THIS IS GOING tobe a huge year for marketing automation at the SMB level. [ILLUSTRATION OMITTED] In the past 18 months, we've seen Salesforce.com form its Marketing Cloud from acquisitions of Radian6 and Buddy Media, and Adobe form a marketing...
Now Is the Time for Hosted Voice Self-Service
THE AVERAGE CONSUMER HITS HIS OR HER BOILING POINT AFTER 13 MINUTES ON HOLD (1) THE MEAN AVERAGE COST OF AN AGENT ASSISTED TELEPHONE CALL IS $7.50, VOICE SELF SERVICE IS $.98 (2) So a voice recognition solution is a no brainer, right? The answer...
Pricing Gets Personal: Businesses Experiment with Prices Based on Consumer Demographics and Behavior
[ILLUSTRATION OMITTED] 15% OFF [ILLUSTRATION OMITTED] 10% OFF [ILLUSTRATION OMITTED] HALF PRICE [ILLUSTRATION OMITTED] 30% OFF [ILLUSTRATION OMITTED] 45% OFF [ILLUSTRATION OMITTED] 25% OFF [ILLUSTRATION OMITTED]...
Remove Avoidable Customer Obstacles
AS I WRITE this column, my home is nearing the finishing stages of its recovery from Superstorm Sandy's floodwaters. (For more details, read last month's column, "Open Your Doors to Mobile Devices.") When your home is one of the many that is significantly...
Resolve to Improve the Customer Experience in 2013
After you watched the ball drop and sang Auld Lang Syne, you probably rang in 2013 with a few personal resolutions. Maybe you resolved to get organized, spend more time with your family or lose a few pounds. As holiday vacations come to a close and...
Sandy Put Service to the Test: Insurers Turned to Mobile and Social Technologies to Respond to the October Superstorm
[ILLUSTRATION OMITTED] With 25 percent of cell phone towers down and power out across the U.S. East Coast immediately following Superstorm Sandy this fall, insurance agents were among the first to rely on innovative communications and customer service...
SAS Ramps Up High-Performance Analytics: Premier Business Leadership Series 2012 Foretells the Future of Big Data
Deeper analytics is only a click away, thanks to SAS Institute. During its Premier Business Leadership Series 2012 conference in October, SAS launched the High-Performance Marketing Optimization solution, which allows marketers to deeply examine their...
The Emerging Integration of CEM and CRM: Mapping out a Customer Journey Is a Two-Sided Process
AS A 27-YEAR veteran of the CRM industry, I want to address the emerging integration of customer experience management (CEM) and CRM. While some of my colleagues suggest that CEM is making a play to capture the next CRM wave, I believe it is instead...
The Rules of the Game: What Works within Companies Might Call for Caution with Customers
ONE OF THE NEWEST developments in our space is gamification. Companies are springing up offering various options, and the early adopters are doing their bit to take them for a spin and mold them into something useful. From some ofthe most mundane jobs...
Vendors Grow Their Partner Ecosystems: The Integrated Cloud App Platform Will Be a Top IT Trend for 2013
Enterprise business application markets are booming. The growth of the integrated application marketplace, such as Salesforce.com's AppExchange--which at press time included 1,739 apps created by third-party developers and partners--has led Gartner...
Why Contact Centers Are Moving to the Cloud: Low Cost and Flexibility Make This a Win-Win Solution for Many Enterprises
THE CONTACT CENTER infrastructure market is at the most significant inflection point in its 30-plus-year history. The cloud-based contact center infrastructure market is booming and showing no signs of slowing, while the premises-based sector is struggling...