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. 2, February

Air Animal Pet Movers Gives Its Business a Boost: GoldMine Helps the Pet Transport Company Streamline Its Operations
[ILLUSTRATION OMITTED] Air Animal Pet Movers is accustomed to making the improbable possible, says its founder, Walter Woolf. Two years ago, the company was asked to retrieve a dog left in Tripoli, Libya, after its owner was forced to evacuate during...
Bally Pumps Up Its Image: A Twice-Bankrupt Fitness Giant Revamps Its Service Efforts
[ILLUSTRATION OMITTED] When a business is driven only by dollars, the results are rarely beneficial to customers. For years, this had been the case at Bally Total Fitness. Numerous customers have accused the national health club operator of misleading...
Brokers Yearn for Better CRM: Few Firms Use CRM Systems to Their Full Effect
[ILLUSTRATION OMITTED] Research from CEB Tower-Group has found that 67 percent of financial services executives expect to increase their technology spending through 2014. "To say advisor productivity is a priority for the industry is an understatement....
Case Management Takes a Dynamic Turn: Progressive Contact Centers Can Incorporate Adaptability, Cross-Sell and Upsell Capabilities, Social Media Integration, Gamification, and Multiple Channels
[ILLUSTRATION OMITTED] Case management used to be simple. A customer had a question regarding his bill, he called the contact center, an agent answered the call, accessed his account information, explained the charge, and both parties hung up satisfied....
Engaging the Nonstop Customer: Leveraging New Consumer Dynamics to Drive Growth
THE TRADITIONAL customer-engagement funnel--beginning with cultivating awareness and ending with securing a customer's purchase and loyalty--has lost its relevance. Today the greater need is for a "nonstop customer experience." After all, many of today's...
Ensuring Data Quality for Business Intelligence: Creating Strategies around Data for Reliable Analytics
[ILLUSTRATON OMITTED] EXECUTIVE SUMMARY In order to differentiate and get ahead in today's market, businesses are relying on more intelligence for key business functions. With this shift, organizations are prioritizing data for the year ahead....
Family Paint Purveyor Stays in the Black: Using SugarCRM, Harper Inc. Boosts Orders and Sales
Although it's a family business, Harper Inc. is no mom-and-pop shop. The commercial paint equipment and coatings company has more than 20,000 customers globally, and, as a result, needed to automate its order processing. The heart of the Atlanta-based...
From High Task to High Touch: Use Your CRM Technology to Exceed Expectations and Build Trust
YOUR company has invested in the latest CRM software and you're busy populating it with as much relevant customer data as possible. You are confident that these new customer insights are going to give your company a competitive advantage for years...
Harnessing the Power of Pinterest: What Marketers Should Know about the Social Bookmarking Site
When it comes to using the quickly growing virtual pinboard and social media site Pinterest, a key question many companies ask is, "How can I build my brand and increase sales on it?" Jason Miles, vice president of advancement in marketing, fundraising,...
How Do You Score on the 5 "Cs" of Data Quality?
It seems like everyone today is talking about data quality. But how many businesses understand how to evaluate and correct issues related to data quality? The 5 "Cs" of data quality provides a handy scorecard to help organizations assess the health...
Insights Matter, the Data Proves It: Look to Uplift Modeling to Predict Customer Actions
[ILLUSTRATION OMITTED] IN THE COLUMN "Big Data, Big Deal" (June 2012, CRM), I described what big data is all about and what to consider when it comes to its challenges. In an informal way, this is actually the second half of that article. In this...
Integrated Data Mining-The Core to Customer Analytics Success
Companies like yours seek to use data mining to group customers into benefits-based segments, to find those most likely to respond to cross-sell and acquisition offers, to improve retention, and to personalize communications in real time. Data mining...
Is Gamification Overhyped? the Majority of Near-Term Gamified Processes Are Expected to Fail
[ILLUSTRATION OMITTED] Some 80 percent of gamified applications will fail to meet business objectives by 2014, according to Gartner. Gamification--an umbrella term for incentivizing desired behaviors in employees and customers through points,...
Masters of the Data: CIOs Tune in to the Importance of Data Quality, Data Governance, and Master Data Management (MDM)
Modern business applications produce ever more relevant and actionable information for decision makers, but in many cases the data sources are fragmented and inconsistent. Despite tremendous advancements at the application layer, nearly all IT initiatives...
Measuring a Channel's Marketing Value: Marketers Look for Insights in Increasingly Complex Purchase Paths
The days when companies could trace a customer's purchase decision to just a few entry points are over. It has become the norm for consumers to interact with companies through numerous digital and offline channels. While the need to evaluate a company's...
Nonservice versus Disservice: There's a Difference between Doing What You Can and Doing What You Can Get Away With
I'M SORRY TO DO THIS to you again, but this month we'll be continuing the discussion of customer experience when the provider has limited power to effect immediate change. The reason is that I just came out the other side of Hurricane/Tropical Storm...
On the Right Track: Survey Program from Mindshare Resonates with Convenience Store Customers
[ILLUSTRATION OMITTED] Customer interactions with RaceTrac Petroleum go far beyond the simple gas-and-go. After a year-long pilot program in a few of its stores, the retailer last March implemented a new guest survey program from Mindshare Technologies...
Product Placement Goes Interactive: Shoppable Videos Enable Users to Buy Products Shown in Films
[ILLUSTRATION OMITTED] Last fall, Target released a 12-minute online film called Falling for You, starring actors Kristen Bell, Zachary Abel, and Nia Long. While watching the video, which was broken up into three segments, viewers could add the...
Social Pushes the Boundaries of Commerce: Are Amazon and Facebook Reprogramming the Way Companies Market and Sell?
Social media and commerce vendors are converging to create a social commerce sector that is altering the e-commerce landscape. Amazon, for one, continues to remake the way companies promote and consumers buy their products. With the launch of Amazon...
Surveys Alone Are Not the Answer: Offering Great Customer Service Means Knowing How to Respond
MANY COMPANIES spend millions of dollars on their customer service and contact center departments. Despite this, few have a reputation for stellar service, even though delivering an outstanding customer experience is viewed as a top priority by many...
The Pros and Cons of Crowdsourcing: Is Tapping into the Wisdom of Crowds Right for Your Organization?
[ILLUSTRATION OMITTED] You've seen them on television and social media: crowdsourced advertisements that have been commissioned by companies and supplied by the public. Companies from global enterprises to small businesses have learned that tapping...
The Secret for Future Sales and Marketing Success
THE SALES AND MARKETING CHALLENGE In a sluggish economy and ultracompetitive market environment, it has become increasingly difficult for many sales and marketing teams to reach their revenue objectives. In fact, according to CSO Insights, 94% of...
The Secret to Building a Healthy Brand
MANY PEOPLE would agree that leveraging the ideas, talents, and wisdom of crowds is good for business. From a company's perspective, it doesn't have to rely on a single employee or small department to determine all of the obstacles and opportunities...
Turn Voice Transactions into Data
Contact centers agents are a critical front line liaison with your customers, tasked with keeping customer satisfaction levels high and compliance in check. Misspoken words could trigger compliance issues and put the business at risk. A misunderstanding...
Voice of the Future Customer: New Methods for Predicting Customers' Behavior Are Changing How We Listen to Them
LAST SUMMER, a story hit the mainstream media that put predictive analytics in the spotlight. The story was about Orbitz, the online travel site. Orbitz's predictive analytics team determined that Mac users tended to spend more money on hotels than...
Web-Maps for Business Intelligence-You Have the Technology: (MapBusinessOnline.Com)
"A map does not just chart, it unlocks and formulates meaning; it forms bridges between here and there, between disparate ideas that we did not know were previously connected." --Reif Larsen Wikipedia defines Business Intelligence as "the ability...