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. 10, October

Arts and Crafts Retailer Learns the New Language of Social Media: Curalate Helps Michaels Launch Image-Centric Promotion
Social media is becoming increasingly image-oriented. Every day, consumers are sharing between 400 million and 500 million images on social networks such as Pinterest, forcing companies to rethink the way they promote their brand. "Consumer behavior...
AT&T Perfects the Mobile Office
[ILLUSTRATION OMITTED] Mobile technology has revolutionized the way that we do business. We are no longer confined to a desk in an office building you can now take your work with you on the road. In fact, it is estimated that by 2015 about 37% of...
Bringing the Paign: What We Can Learn from Etymology and an Ancient General
ETYMOLOGY--the study of word origins--has always been a hobby of mine, in part because I like to show off how smart I am. But even more than that, I find that knowing a word's history helps me think about what it really means, and how it relates to...
Building a Consistent Customer Experience: Focusing on Employee Engagement and Culture Will Go a Long Way
LET'S SAY you are a consumer who has a problem with a product or service. You contact the company only to reach a representative who seems completely disinterested in your issue. He transfers you to another representative, who is slightly more interested,...
Building an Inspiring Brand: At Starbucks, It's Not Just about the Coffee
Starbucks' success rests on a simple goal: to inspire and nurture the human spirit--one person, one cup, and one neighborhood at a time. To that end, the people behind Starbucks, from coffee servers to CEO Howard Schultz, strive to make authentic,...
CRM and Knowledge: All We Know Now Is Just a Dress Rehearsal
KNOWLEDGE and its management have always been subjects of interest, but their importance has increased dramatically in our lifetime. And it's not necessarily the knowledge that exists that we're interested in, but rather our capacity to double it....
CRM and Knowledge Management: Balancing Information and Insight: Companies Are Tying KM Systems into CRM Solutions to Maximize Understanding and Use of Internal Resources, but the Process Can Be Onerous
[ILLUSTRATION OMITTED] WHEN IT COMES TO DATA, corporations continue to struggle with two conflicting goals. On one hand, they want to collect and consolidate information to streamline their operations. On the other, data repositories often sprout...
CRM in Sports-Mobile and Social Tech Get the Call: The Industry Is Making Up for Lost Time with a Focus on New Strategies
While the if-you-build-it-they-will-come mentality might have worked in the movie Field of Dreams, modern-day sports and entertainment is a lot more complicated. Just building a 70,000-seat stadium doesn't guarantee that people will file in to cheer...
Digital Advertising Gets Personal: Improve Customer Engagement with Real-Time Marketing
[ILLUSTRATION OMITTED] For the Web-savvy, connected consumer, traditional approaches to personalized marketing and advertising campaigns just aren't cutting it anymore. In the not-so-distant past, getting an email from a retailer that addressed...
Getting Smart on Analytics in the Contact Center: Measurement Is the First Step in the Process
Enterprises are sitting on a treasure trove of data derived from an ever-increasing number of communication channels. The promise of Big Data has many forward-thinking contact center leaders dreaming of the insights it can deliver, but getting from...
Manage Data or Be Managed by It
MAKING THE MOST of customer and company data has been the purpose of CRM technology since its inception. The difference between then and now, though, is how much more sophisticated the industry is at leveraging information. The latest level of sophistication...
Marketing Email Open Rates Jump: Nearly a Third of Marketing Emails Are Viewed-A Major Increase Compared to Recent Years
Email open rates are on the rise as companies continue to engage with email clients more frequently through their mobile devices, according to a report released by Epsilon, which delivers direct-to-consumer connections to drive business performance....
More CPG Companies Are Selling Directly to Consumers: Learning from Amazon.com's Success, Businesses Leverage E-Commerce to Bypass Retailers
This year, more than 40 percent of consumer packaged goods (CPG) companies expect to sell products directly to consumers, up from 24 percent in 2012, according to a new report from the Grocery Manufacturers Association and PwC US. Direct-to-consumer...
Online Bike Retailer Pedals Forward with Customer Retention: Retention Science Helps BikeBerry and Keep Customers
[ILLUSTRATION OMITTED] While customer retention marketing sometimes takes a backseat to customer acquisition at many companies, retaining customers often costs significantly less than attracting new ones, and typically constitutes an area of untapped...
Riding the Wave of Shifting Platforms: Strategies May Change, but the Key to Success Remains the Same
OVER THE COURSE of one week in July, three events caught my attention. Individually, each is interesting enough. But seeing them all happen in such a short time illustrates how different the environment we are operating in is today than it was a few...
Rising Support for Automatic Dialers: 3C Logic Helps a Credit Counseling Service 'Keep Up with Customers
Rising Point Solutions helps consumers overcome their credit problems, but when it came to customer service, the company had a long list of problems of its own. The company, based in Grapevine, Texas, works with mortgage lenders and home builders...
Sales Person's ROI model[TM]: The Secret to Avoiding the Biggest Risk in Selecting a CRM System
LOW USER ADOPTION IS THE BIGGEST RISK IN SELECTING A CRM SYSTEM According to a report by CSO Insights, only 38% of the companies have a CRM user adoption rate of 75% or more. This is the biggest risk in selecting a CRM system --the lack of user...
Should Retailers Target Mobile Devices? Tracking Consumers in Stores and Online Brings Privacy Issues Back into the Spotlight
Retailers continue to amass reams of data about where consumers go, what they look at, how long they spend looking at particular items, and what they purchase. Consumers have come to expect it on the Internet, but retailers are collecting that same...
Software Advances Are Propelling CRM to New Heights: Seven Trends Businesses Cannot Afford to Ignore
DURING MY YEARS in the CRM industry, I've witnessed many changes in the quality and richness of CRM software. My company has just completed testing software solutions for the 19th year of our Top 15 CRM Software Awards, and I am excited to report on...
Tag Management Gains Traction with Marketers: Ninety-Four Percent Call It Crucial for Customer Data Integration
A vast majority of marketers see tag management as an important solution for their customer data integration challenges, a recent Forrester study shows. And while tag management is still viewed primarily as a tool for managing digital marketing...
The Long Tail of Customer Experience: How American Girl Dolls Became Much More Than Child's Play
AMERICAN GIRL has been a profitable part of Mattel for years, unlike its iconic Barbie line. If you look at the first quarter of 2013, you see that while Barbie sales continued their decline, by an additional 2 percent, American Girl was the second...
Voice Biometrics Build a Business Case: Advances in Speech Security Have Made It More Feasible and Reliable as a Call Center Tool
[ILLUSTRATION OMITTED] With just two calls to a contact center Brandon Price, of Pittsburgh, stole the identity of Microsoft cofounder Paul Allen. Price impersonated Allen on the phone almost two years ago and managed to convince an agent at...
You Don't Have to Be a Big Contact Center to Deliver Great Customer Service
INTRODUCING CAAS SMALL CENTER[SM] A SIMPLE AND POWERFUL CLOUD-BASED SOLUTION DESIGNED FOR SMALL CONTACT CENTERS. Delivering great customer service means more than hiring the right agents and training them well. It means using technology effectively...