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. 3, March

5 Smart Strategies to Boost Your Contact Center IQ
In our "I need it now" society, consumers no longer settle for anything less than fast, convenient access to information and services. Companies that fail to adapt to the needs and expectations of their customers will be left behind. Yesterday's contact...
6 Strategies for Better Sales: BPM Capabilities Can Guide Salespeople to More Profitable Activities
It is commonly accepted that CRM software helps sales reps meet their quotas and deliver great customer service. Let's face it--despite CRM's promise, it still has some shortcomings. By storing data in a structured manner, conventional CRM helps reps...
Adoption Monitoring Meets Subscription Service Models: Companies Look for Ways to Lengthen and Enrich Customer Relationships
A subscription-based business model is increasingly the most formidable way to drive recurring revenue, but attrition can sometimes gets in the way of success. For some subscription-based businesses, converting 30-day free trial customers to paid...
Branded! Will You Fight for Your Name?
WE IN THE BUSINESS of business spend a lot of time talking about brand. Brand is something we champion, defend, grow, and seek ambassadors for. It's such an integral part of our conversations (especially in social CRM) that I think some of us forget...
Building Authentic Customer Connections: Welcome to the Relationship Era
One of the hottest buzzwords flitting around marketing departments today is authenticity. But while many companies strive to make a connection with consumers, they often miss the mark. In their new book, Can't Buy Me Like: How Authentic Customer Connections...
Business Reflexes Power Intelligent Contact Center Productivity and Performance
Let's be honest. Traditional call centers can be inefficient and reactionary. Meaningful improvements to operational efficiency and customer experience are few and far between, yet clear opportunities exist to change that, if only businesses could...
Changing the Face of Workforce Optimization: Predictive and Real-Time Analytics Offer Tremendous Potential for Contact Centers
THE WORKFORCE OPTIMIZATION (WFO) market continues to come on strong, attracting an increasing amount of contact center investment dollars from enterprises. This, in turn, is driving large R&D investments relative to other mature IT markets. The...
Clamoring to Serve the Customer: A Collision of Silos Calls for Strong Customer Experience Management
BUSINESS used to be simple. Each silo was neatly focused on its own metrics, fulfilling its role, gradually adding a bit of value here or there. When the Web came along and customer experience really started to matter, when it became measurable at...
CMOs and CIOs: The New Power Team: Facts and Fictions about the IT/marketing Relationship
AFTER IBM released its Chief Marketing Officer Study, those of us who worked on the study went on the speaker circuit. Invariably, the audience questions focused on the CMO and CIO relationship. How, CMOs lamented, could they work better with their...
Delivering Contact Center Intelligence from the Cloud: Top Ten Characteristics Required for Success
Is the cloud a place that you want to be in the next 12 months? If it is, then now it is time to compare vendors, weigh your options and make a selection. Consider the resources and functionality you will require from the various cloud contact center...
Efficiency [Not Equal to] Productivity
It used to be all about numbers. The more calls answered the better the outcome. Turns out, customer satisfaction depends more on customer engagement than churning through calls. True, nobody wants to remain on hold ad infinitum, but frustration with...
Full Contact Data Quality for Contact Center Success
Today's intelligent contact center not only needs to emphasize reducing average call durations and improving the speed of data entry, but also focusing on data quality in the process, because accurate customer information provides the foundation on...
Getting the Right Blend in Your Contact Center
Contact centers with both inbound and outbound capabilities have greater opportunities for maximizing revenue and optimizing productivity. But, they're also at greater risk for inefficiencies if the underlying contact center platform isn't ideally...
How Intelligent Contact Centers Do Better in Customer Engagement
eGain has been enabling multichannel customer service and sales excellence for blue-chip clients around the world for over 15 years. Over time, we have compiled many best practices that intelligent contact centers leverage to stand out from the average...
How Marketers Use Social CRM: Building Leads and Communities Are the Most Popular Trends
SOCIAL CRM is a topic that continues to generate a lot of buzz. Pundits of all kinds tout it as the next must-have solution for sales and marketing. But that claim poses a question--must have to do what? To start to formulate an answer, as part of...
Increase Sales Revenue Now: Effectively Manage Existing Accounts and Measure the Voice of Your Customer
Finally, existing customers have been identified as the most important foundational pillar for business sustainability, and rightly so! It is the customer who can fire anyone, at any time, by taking their business elsewhere. When managed properly,...
Leveraging Intelligent Contact Data: As a Best Practice for Increasing Satisfaction, Customer Relationships and Call Center Performance
Call centers are no longer stand alone service hubs, but are a strategic part of an organization. They are responsible for not only resolving customer issues but for building brand loyalty, customer satisfaction and ensuring retention. With this heightened...
Marketing Hype Mars the Customer Relationship: Meeting Expectations Is the Greatest Challenge to Customer Service
[ILLUSTRATION OMITTED] Sales and marketing representatives often overstate their companies' strong points, and while it's an accepted--if not officially sanctioned--practice at most businesses, it's among the top customer complaints cited in a recent...
Privacy Options Matter to Customers: Companies Need to Offer Alternatives or Face the Consequences
It is no secret that some companies generate revenue by selling user content to advertisers. However, those that do must clearly communicate their intentions to customers. As Instagram learned, poor communication can result in a firestorm of bad...
Rising Stars
[ILLUSTRATION OMITTED] BUSINESSES that are not meeting customers on their preferred interaction channels or making transactions easier for them are going to find it harder to survive. Whether they create products specifically for mobile platforms...
Sales Analytics: The Path to Improving Sales Effectiveness
GETTING STARTED WITH SALES ANALYTICS Google is one of the most successful companies in the world. In 2011, they earned revenues of almost $38 billion, with profits of $9.7 billion.1 How does a company that offers most of its products for at no cost,...
Sales Intelligence Inside Your CRM for More Deals and Better Average Order Size
InsideView is the leading provider of sales intelligence solutions to B2B sales and marketing organizations. InsideView helps sales professionals get in the door of prospect accounts, and close more business once they're in. InsideView aggregates the...
Service Elite
[ILLUSTRATION OMITTED] PROVIDING CUSTOMERS with easy access to your company via their preferred channels is key to improving customer service, as our Elite Service Award winners have proven. Our first Elite winner, a video game developer, followed...
Service Leaders
[ILLUSTRATION OMITTED] IN RECENT YEARS, the demands placed on customer service organizations have grown exponentially. Customers are more connected and more informed than ever before, which is making them more demanding than ever before. Complicating...
SMBs Seek Enterprise-Class Predictive Analytics: Simple and Adaptive Solutions Can Reduce Costs and Improve Profitability for Small Companies
Predictive analytics is not just for large enterprises, and growing interest by small and mid-sized businesses (SMBs) is pushing the boundaries of the technology. Forty percent of U.S. midmarket companies are interested in predictive analytics as...
The Contact Center's Missing Link: Information at the Desktop: Study Reveals Agent Access to Timely and Relevant Information Drives the Customer Experience, as Well as Lower Costs and Business Growth
In today's knowledge economy, forward-thinking businesses realize a key differentiator to a positive customer experience is--you guessed it--information. However, timely and relevant information is often the missing link for companies seeking to provide...
The Great Retail Convergence: Retailers Need to Crush Silos Now More Than Ever
The need to adapt to a rapidly changing retail environment marked by the convergence of offline and online commerce was among the rallying cries retailers heard at the National Retail Federation's Big Show in New York in early January. As consumers...
The Intelligent Contact Center
The customer experience is more than you think. Forrester Research defines it as being how customers perceive their interactions with a contact center, and correlates a customer's experience to sustained customer loyalty. And because loyalty correlates...
The Intelligent Contact Center: What Big Data Means to the Customer Experience
A NEW MODEL FOR A NEW MARKETPLACE Facing increased competition from global and online retailers throughout the past decade, many businesses are relying heavily on the contact center to provide differentiated customer service--the kind of service...
Transforming Data into Actionable Customer Insights: Research Paper: Harness the Tremendous Wealth of Data and Emerge as a New Leader, or Ignore the Opportunity at Your Own Peril
Based on a joint research paper by TSIA and Coveo Today's customer support operations are overwhelmed by data--more often than not, leading to inaction. The deluge of social media content, survey data, rising interaction volumes, KBs, recordings,...
Understanding Your Customers' DNA: The Key to Intelligent Connections
Your contact center can handle hundreds of millions of customer interactions each year. At iQor, we believe each and every one of these calls, emails, chat sessions, and social media responses generates a series of important data points--small but...
Using Incentive Compensation to Optimize Sales Performance and Increase Accountability
Do you experience headaches from managing, measuring, and tracking employee compensation? Are you driving your reps towards goals that are in alignment with overall corporate objectives? Does your finance department worry about meeting regulatory compliance...
What Motivates Customer Service Decisions?
CONSIDERING that this month's issue marks the 10th anniversary of CRM magazine's Service Awards, it's fitting to think about how far the customer service industry has advanced over the past decade and what might be in store for the next one. Ten...