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. 6, June

Ariba Helps B&H Get Discovered by Quality Buyers: Electronics Mainstay Boosts Business Leads Using the Commerce Network
Ariba Discovery, which could be described as a B2B equivalent of the Internet dating site Match.com, has helped a large camera and electronics retailer become increasingly successful at managing business leads. B&H Photo, Video, and Pro Audio,...
Brother, Can You Spare the Time? Making the Job of Nonprofit Marketers a Little Bit Easier
I'VE TAKEN UP A NEW indoor sport, one that requires considerable speed and hand-eye coordination: changing the channel when charity spots come on, asking for donations. If the remote control is in hand, I can usually get away before Sarah McLaughlin...
Collaboration Meets Community Platforms: Enterprises Are Combining Peer-to-Peer and Web Self-Service Capabilities to Improve Customer Service and Lower Costs
WHILE SOCIAL MEDIA AND MICROBLOGGING SITES SUCH AS Facebook, Twitter, and Tumblr have amassed millions of users, they're not the only social communities organizations are eyeing. Even before today's most popular social networks picked up steam,...
Companies Now Compete on Information: Businesses That Embrace "Being Useful" Will Win Out
Information has definitely changed the competitive framework of sales and marketing. With smartphones reaching 57 percent market penetration this year in the United States alone, according to comScore, marketers are no longer competing directly with...
CRM Evolution 2013 Conference & Exhibition
August 19-21 Marriot Marquis New York, NY From the editors of CRM magazine [ILLUSTRATION OMITTED] Attend CRM Evolution 2013 and learn to: * streamline business process * create great customer experiences * improve customer satisfaction...
Drive Differentiation through Your Ecosystem: Engage Employees, Partners, and Customers to Gain a Competitive Edge
GLOBAL outsourcing, cloud-based computing, proliferating digital channels, and social media are all disrupting traditional forms of competitive advantage. In response, many companies are turning to customer experience to gain an edge. But to deliver...
Executive Demand for Data Analysis Grows: CEOs Re-Evaluate Enterprise Roles, Strategies to Tie Analytics to Business Value
More CEOs are looking to customer data as a key driver of revenue growth, but their success will require a plan of action that incorporates IT and line-of-business professionals. This was a prevailing theme at the Gartner Business Intelligence and...
Hesitation Hampers Banks' Social Media Opportunities: Many Financial Institutions Are Still Not Exploiting Social Media despite Changing Customer Needs
Retail banks have always been somewhat conservative when it comes to new technologies, but they are especially behind when it comes to social media, according to a new report from Ovum. It's especially common in Europe, where banks "find themselves...
How to Become Agile in Sales: Leverage Partner Networks and Social Media for Success
The sales landscape has shifted. With the advent of social media, buyers are more research-centric than ever before. According to the Marketing Leadership Council, customers today typically first come into contact with sales reps after 60 percent of...
Join the Conversation and Build Customer Trust
BUSINESSES have a pretty serious problem on their hands: Customer trust in businesses is languishing. And studies show that trust is an essential ingredient for consumer loyalty and profitability. Customers want to know that they are dealing with a...
LiveLOOK: The Importance of Adding a Visual Component to a Mobile Sales & Service Strategy
Companies evolve to serve customers where they are. Focus has shifted over time to online, then to social media channels, and now to mobile platforms. As customers change the technology they rely on to access the brands they do business with, companies...
Microsoft Opens Up at Convergence: Company Comes out of Its Cocoon to Help Customers Get the Most Value from IT Investments
Microsoft in mid-March announced advances in integrated marketing, embedded social capabilities, and new cloud and mobile scenarios enabled through Microsoft Dynamics CRM solutions. "To realize the promises and possibilities of a world ahead, organizations...
SAP Customers Gain the Competitive Edge through Integrating Customer Analytics within Multi-Channel Marketing Programs
According to Aberdeen's January 2012 Customer Experience Management: Using the Power of Analytics to Optimize Customer Delight research, the top challenge facing 48% of companies with Customer Experience Management (CEM) initiatives is integrating...
Seven Steps to Improving Your Customer Service: Bridge the Gap between Priorities and Results
COMPANIES KNOW that good customer experiences are important: Ninety-three percent say it's one of their top strategic priorities, and 75 percent want to use it as a competitive differentiator. Yet companies struggle to offer experiences that satisfy...
Social, Local, Mobile Transcend Business Searches: Consumers Increasingly Search for Local Businesses on Mobile Devices
[ILLUSTRATION OMITTED] Consumers who access the Internet from their mobile devices to search for local businesses are more likely to go into retail stores and make purchases, according to research from Neustar, a provider of real-time information...
Taking SPM out of the Dark Ages: New Solutions Remove Barriers to Payment Plan Success
CSO INSIGHTS' recent Sales Compensation and Performance Management study yielded some interesting, yet paradoxical facts. Of the 700-plus firms that we surveyed, 95 percent told us that there was a variable pay component (commissions, bonuses, etc.)...
The Complex Challenge of Repairing Customer Trust: Social Media Provides Businesses with Intriguing Opportunities to Strengthen the Bond with Consumers
[ILLUSTRATION OMITTED] Dictionary.com defines trust as the "reliance on the integrity, strength, ability, surety, of a person or thing." While the definition may seem a bit nebulous, corporations understand the value of building up a sense of trust...
The Fan Business: Winning Sports Franchises Know That Selling Tickets Is Only the Beginning
[ILLUSTRATION OMITTED] ANYONE WHO KNOWS ME knows that I love sports--which is a great deal different than saying I am good at them. What fascinates me beyond the game itself is how deeply involved the fans of a particular team are in the life of...
T-Mobile Listens to Its Customers: Surveying Tool Yields Positive Results for Austrian Carrier
By integrating customer feedback into its everyday operations, T-Mobile Austria realized significant improvements in customer satisfaction and increases in customer contract extensions. The phone carrier, which serves 4.1 million subscribers, is...
Urban Airship: The Price of Free: Understanding the New Metrics in the Mobile Value Exchange
The seismic shift to mobile is transforming both customers' lives and how brands do business. While apps command 80% of consumers' time on mobile (1), a new economy is emerging--the prevalence of free apps that offer enormous utility while aiming to...
Voice-Based Microblogs Speak Volumes: How Speech Technology Can Improve Social Media Campaigns
[ILLUSTRATION OMITTED] IN A FEW SHORT YEARS, Twitter and Facebook have become two of the most popular Web sites ever, largely because they have given voice to a segment of society that might otherwise not be heard. A new trend in microblogging takes...
WCM: A Sexy Tool for Digital Customer Experience: Differentiate Your Business with This Vital Software
WEB CONTENT MANAGEMENT (WCM) software has been around nearly as long as the modern Web has. This software enables technology pros to develop sites, lets content people create and publish, and helps marketers leverage online channels to engage customers...