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. 11, November

5 Ways to Connect with the Digital Customer
From online shopping on e-commerce sites to writing online reviews and recommendations, digitally, customers are everywhere. Interacting with today's digital customer is essential for companies to experience any type of successful selling. The key...
Axceler Finds Success in Lead Generation: Postwire Helps the Software Company Attract Higher-Quality Leads
When it comes to lead generation, quality should trump quantity, and Postwire, a sales enablement software that bridges the content divide between marketers, sales teams, and their prospective customers, promises to deliver quality. Before turning...
Building a Customer Experience Program: A Step-by-Step Roadmap to Help Get You Started
While many organizations have a clear picture of what they want their customers' experiences to be, they may not know how to get there--and for good reason. Determining how to weave a variety of communications channels and customer touch points into...
Cause Marketing Engenders Loyalty: Emotional Engagements Are the Key to Cementing Long-Term Customer Relationships
On the surface, U.S. customer loyalty programs seem to be on a sharp upswing, with memberships growing an average of 26.7 percent since 2010, according to the 2013 Loyalty Census conducted by research firm Colloquy. Last year, Americans had a collective...
Companies Will Promote Products on Social Media: Attention Shifts from Gathering Product Feedback to Greater Customer Engagement
More companies plan to leverage social media for bidirectional feedback rather than just use it as a one-way broadcast communication mechanism, according to IDC's latest Social Business Survey. The survey polled 700 senior executives in the United...
Customer Experience Management: Four Intuitive Steps to CX Delight
The growing need to deliver a superior customer experience (CX) has become a top priority for contact center managers and executives alike. Customers are increasingly communicating with businesses through multiple channels to not only resolve their...
Customer Experience, Trends, and Staff Planning
If you were to ask a vice president of Customer Care the metric they think is most important, my bet is they would respond with "Customer Satisfaction Score." After that, all other contact center metrics we use to measure service are essentially proxies...
Customer Support: Keeping Up with the Digital Migration
[ILLUSTRATION OMITTED] The phone is losing ground as a leading communication channel. Can you meet customers where they're going? When it comes to customer service, simplicity is critical. Companies can improve customer experiences primarily...
Debunking the Lone Wolf Sales Myth: Let's Put This Old Cliche to Sleep
AN EARLY DRAFT of an article I'm writing looks at the concept of the lone wolf model of salesmanship. You know it: the salesperson has the self-image of a solitary hunter, stalking and bringing down prey to feed the hungry mouths back at the den. We've...
Elevate the Customer Experience with a Truly Integrated Multichannel Solution
One of the key principles of customer experience management is the ability to service customers on their channel of choice and deliver the same quality and efficiency of response. While some customers prefer interactions through email, others require...
Engineering the Enterprise for Better Customer Experience Management
Engaging with customers and understanding how well your organization manages customer interactions is essential to building customer loyalty. Synergies between the contact center and the enterprise can help your business deliver the kind of customer...
Five Easy Steps to an Amazing Customer Experience
COMMUNITY AS CUSTOMER EXPERIENCE DRIVER Competitive differentiation through customer experience is the new imperative--in a 2012 Oracle study, 81 percent of respondents said that they were willing to pay more for a better customer experience. Delivering...
Gigya Gets Gamification: Boyd Gaming Uses Social Infrastructure to Nurture Engaged Advocates
Since its establishment in 1975, Boyd Gaming has made a name for itself in the gaming and entertainment industry. The company owns and operates 22 gaming properties in eight states and has become one of the most successful casino entertainment companies...
How to Build a Better Brand: Marketers Must Keep Messages Short, Energetic, and Simple
[ILLUSTRATION OMITTED] You know it when you see it; a good brand message is hard to forget. From Apple's understated logo to Subway sandwich shops' "Eat Fresh" slogan, companies that strike marketing gold have something in common: brand messages...
Hungry for Customer Intelligence: CX Professionals Must Satisfy Appetites Companywide
TODAY, key areas in customer-focused companies--particularly customer-facing roles such as sales, account management, and support-- are acutely aware of the importance of customer intelligence. But what about the other areas? often only a handful of...
Insert Humanity and Trust into Customer Relationships: Its More Than Listening; It's Incorporating Feedback into the Enterprise
[ILLUSTRATION OMITTED] Companies need to trust their customers, provide them with opportunities to share their opinions, and incorporate their feedback effectively into sales and marketing campaigns, presenters agreed throughout the three-day CRM...
Keeping Pace with the Connected Consumer: Five Ways to Improve Your Sales Force Effectiveness
TODAY'S customers are more demanding and less loyal than ever. As a result, enterprise growth depends largely on providing a differentiated and consistent customer experience across sales, marketing, and customer service. But despite significant changes...
Leverage the Human Brand: Incorporate the Surprising Psychology Behind Customer Choice and Loyalty
Consumers are constantly forming deep, personal connections with brands--they love their iPhones, hate their banks, and are in a codependent relationship with their favorite coffee shops. Psychologists agree that in social interactions, we make two...
Mobile Advertising: Measurability Unlocks Big Advertiser Spending: Marketers Prioritize Mobile for Customer Outreach
SUMMARY: Yankee Group leverages current research within consumer marketing, mobile advertising and consumer device usage to tackle the ever-elusive questions about measurability and ROI. This paper, prepared on behalf of 4INFO, examines the issues...
Mobile CRM Is Slow to Take Hold: Integration Hurdles Slow Deployments as Systems Largely Fail to Deliver Significant Value to Users
mobile here, mobile there, mobile, mobile everywhere--except in the CRM space. The workplace of the past has been steadily giving way to a new model, where, increasingly, employees are no longer tethered to their desktops but freely move from place...
Outbound Dialing Makes a Comeback: Changing Rules Give Vendors New Opportunities
AFTER MORE than 10 years of sitting on the sidelines, the outbound market is starting to fight for its life. this is a paradox, as it was the 2003 National Do Not Call (DNC) registry legislation in the United States that started the downward spiral...
Philadelphia Insurance Listens to Customers: The Company Sees Retention Increase after Deploying a VoC Solution from Confirmit
Following the recent recession, insurance companies came to realize that long-term success required a fresh approach to customer service. The industry as a whole suddenly had to confront hesitancy and concerns from customers and prospects. Market share...
Preparing for the Omnichannel Environment
MANAGING the growing rate of customer interactions can be overwhelming for organizations. It's not always because businesses are necessarily dealing with more customers; it's often because customers are dispersed over multiple communication channels....
Self-Service Has a Need for Speed (and Ease)
We've come a long way since the first self-service systems had callers slamming down their phones and comedy show skits sent viewers into fits of laughter. Self-service is now a way of life, and we like it. In fact, a new study reports that 40 percent...
Social CRM Takes Center Stage: Social CRM Should Be about People, Not Technology
Companies should avoid isolating social media as strictly a marketing tool and instead incorporate it more seamlessly into sales and service. This was a key takeaway from the keynote panel on the second day of the CRM Evolution conference. "Most...
Suite versus Best-of-Breed: Is Less Really More? When Not All Solutions Are Created Equal, Choosing One Is No Easy Task
OUR COMPANY is frequently asked if it's better to purchase a suite of fully integrated applications or to invest in multiple best-of-breed solutions that have to be integrated at the customer's site. While the answer may seem obvious, it's not always...
Survey: Online Shoppers Want Better Delivery and Return Options: Retailers That Remove Obstacles Can Improve Their Sales and Marketing Efforts
With the holiday shopping season getting underway, retailers are hoping for a big jump in online sales. A recent study shows e-tailers that clearly communicate delivery dates, offer multiple delivery options, and enable hassle-free returns will have...
The Convergence of CRM with the Ecommerce Platform
Since the dawn of modern technology, a pattern has repeated itself: A challenge emerges and software providers rush to deliver a solution. Then, with time, that solution becomes part of a more powerful, integrated experience. Take the web browser,...
The Core of Customer Centricity: You Can't Transform Your Company without Your Employees' Help
BEING IN the customer experience field, among the conspicuous privileges I enjoy are the frequent messages I receive from friends and family telling me "Go after that airline" or "This company should hire you." Everyone has a personal story in which...
The Future of Commerce: The Omni-Channel Imperative
[The following excerpt is from the hybris software white paper titled, Differentiated Commerce: The OmniCommerce Imperative--Ed.] In moving from channel-centric business models to one where customers can expect a relevant, contextual and consistent...
The Multi-Channel Cloud Center's Influence on Delivering Exceptional Customer Experiences
Customers are becoming more demanding about how, when, and through what channels they want to communicate. Although the phone continues to reign with only 33% of consumers preferring to use online services versus talking to a live agent (Forrester...
Using VC101[R] to Optimize Customer Service Experience
CONTACT CENTER CUSTOMER SERVICE EXPERIENCE OPTIMIZATION Many people believe they are best served by real people, not by voice robots. That's the rationale behind GetHuman.com. But the economics and utility of self-service as an alternative to live...
Why Is Customer Experience Management Important? Strategies & Solutions for Improving Customer Experiences
As the market for goods and services becomes saturated, commoditization eliminates price as a differentiator, and customers become more sophisticated, how do companies compete for new business and retain existing ones. They must differentiate themselves...
Xerox: The Customer Service Company: The Company Does a Lot More Than Just Documents
For years, Xerox has been known as "The Document Company," but that's only half of what the firm, which last year saw $22 billion in revenue, has to offer. Lynn Blodgett, president of Xerox Services since January 2012, hosted a customer care briefing...
You Had Me at Hello: Personalize More Caller Experiences by Instantly Leveraging Your CRM Data
The key to "wowing" your customers with great experiences is personalizing every interaction. When you show a customer that you know the products and services they've bought as well as the service issues they may have experienced, you convey to them...