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. 12, December

Apple's iBeacon Expands Retail Opportunities for Location-Based Services: The iOS7 Feature Can Facilitate Marketing and Mobile Payment Processing
Imagine walking into one of your favorite stores and being greeted with a special offer on your mobile device because you are a returning shopper. Or receiving targeted messaging based on what aisle you're in, or how long you've lingered in the store....
Ascena Retail Group Stands out in the In-Box with Orchestrated Marketing: Responsys Helps the Specialty Online Retailer Boost Productivity and Revenue
Projected by Forrester to reach $326 billion in sales by the end of 2016, the online retail industry is a competitive field. Floods of daily offers have so cluttered customers' in-boxes that retailers such as Ascena Retail Group, a specialty clothing...
At Oracle OpenWorld, Big Data Plays a Big Role: Oracle Unveils an In-Memory Database at Its Annual OpenWorld Conference
[ILLUSTRATION OMITTED] Oracle's CEO Larry Ellison didn't waste any time before making big announcements during his welcome keynote address at the Oracle OpenWorld conference in San Francisco in late September. Ellison kicked off the event with an...
At Shop.org, Retailers Prepare for a Mobile Future: The Mobile and Tablet Experience Is Augmenting E-Commerce and In-Store Sales
At the Shop.org Annual Summit in Chicago in October, mentions of mobile commerce seeped into every conversation, as did the accompanying buzzword, omni-channel. The use of the "O" word has risen as retailers try to respond to the changing behavior...
Cisco Systems Turns to Radian6 to Unify Its Social Presence: Social Listening Tool Lets the Technology Product and Service Provider Focus on Actionable Data
Cisco Systems has a vast array of enterprise-geared technology products and services, diverse customers around the globe, and a social presence that matches the company's complexity. The Silicon Valley-based networking equipment company has more than...
CRM-What Lies Ahead in 2014?
OFTEN, at year's end, the editors of CRM magazine like to evaluate the biggest industry events and trends that we have covered over the course of the year. It's helpful to take a look at what companies are investing in as it reveals a sense of what...
Customer Analytics: Moving Slowly toward Maturity: Striving for Analytics Gold Is Not a Sport for Amateurs
WHEN IT comes to customer analytics, companies are at various stages in their gymnastic careers, with trials for the Olympics fast approaching. It's time to raise the bar. In order to reach the next level, firms, like gymnasts, must have a strong understanding...
Customer Service Gets Social
YOUR CUSTOMERS' SOCIAL EXPECTATIONS Customers today demand service the way they want it--through all channels, including social. Social media is a service channel built by customers on their terms. Delighting customers via social channels means...
Despite Outages, Customer Satisfaction with Electric Utilities Brightens: Improved Communication in Web Self-Service and Proactive Outreach Have Bolstered Customer Sentiment, According to a J.D. Power Study
Utilities have reported longer outages as a result of severe weather across the United States, but customer satisfaction with service providers has increased in the past year, according to the 2013 J.D. Power & Associates Electric Utility Residential...
Enter Word of Mouse Marketing: How Businesses Can Benefit from the Latest Technology Innovations
New technology shapes the way consumers want to do business, and if a business can't keep up, there's sure to be a competitor that can. From advanced social listening platforms and sentiment analytics tools to cloud collaboration services and mobile...
In-House Marketers Take on More Roles: ANA Reports External Firms Are on the Decline as Companies Assign Tasks to Internal Teams
External marketing firms are facing tough times as American companies rely more heavily on internal departments to do their work, according to a new survey by the Association of National Advertisers (ANA). In fact, 58 percent of the firms in the...
Integrating Social Media into Contact Centers: Live Where Your Customers Live
Of all the service channels available to consumers, social media is unique because it's a conversation that takes place in public, giving a certain amount of power to vocal customers, especially if they are disgruntled. While monitoring sentiment and...
Leading Customer Engagement with Social Customer Care
When organizations talk about social media strategy, they often confuse the notion of social customer care with social presence. Simply maintaining active streams of informative content on social networks doesn't translate to the ability to provide...
Leveraging the At-Home Agent Advantage
A number of forces in the contact center industry are causing dramatic, rapid changes in the way these organizations use technology and structure their operations. Two of these trends are interrelated: the adoption of cloud contact centers and the...
Manage Forecasts with Metrics, Not Hunches: Look to Big Data, Sales Analytics for Accurate Insights
AS PART OF CSO Insights' 2013 Sales Management Optimization (SMO) study, we asked more than 1,700 firms to identify the ultimate outcome of their forecast deals. As you can see from the chart on this page, the average win rate came in at a very lackluster...
New Year, New Strategies: 2014: At the Change of Years, CRM Welcomes New Social, Mobile, and Gamification Trends
[ILLUSTRATION OMITTED] It's the end of the year once again. Often around this time, CRM magazine composes its collective thoughts and considers the events that brought us here. The hope is that we and, more importantly, our readers can reflect on...
Overcome Multichannel Customer Service Challenges: Effective Strategies Start with Talking to Customer
[ILLUSTRATION OMITTED] Based on the simplest definition--communicating with customers in more than one medium--more than 80 percent of organizations could be considered multichannel. In fact, according to research by the Society of Consumer Affairs...
Real-Time Social CRM: How to Leverage Twitter and Facebook to the Max
Today more than 500 million people use Twitter, each with an average of 208 followers, and they post around 340 million tweets daily. Facebook is even more popular. Some 1.2 billion monthly users support 50 million Facebook pages and generate more...
Serious Social Response
Communication through social media is now very different in three important ways: It's persistent, transparent and two-way. Evidence of what consumers think of your brand is there for all to see--ostensibly forever. Which puts your brand's responsiveness...
Social Customer Engagement: Go from Buzz to Business
When social started to become hot, businesses rushed to acquire point tools for social presence and monitoring. While these have helped businesses become "social spectators" and sometimes generate buzz, companies have struggled to generate true business...
Social Shifts Drive Multicultural Marketing: As Minorities Climb in Socioeconomic Status, Marketers Must Seize New Opportunities
[ILLUSTRATION OMITTED] With the economic power of minorities constantly in flux, brands have had to adapt their campaigns and take a much more multicultural approach to content-based marketing. Hispanic buying power, for one, increased from $491...
Success or Failure with Virtual Assistants? Three Best Practices That Make the Difference
There should be many parallels between a human employee and a virtual assistant. One of the most important attributes is the virtual assistant's ability to engage in a human-like conversation with your customers. This capability of interacting through...
The Digital Transformation of CRM: When the World Is Changing, Businesses Must Do the Same
I PROMISED long ago that I would never do a wrap-up or a predictions article at year's end. I've never liked them; to be fair, everyone says the same thing anyway. So let's just call this a status report. In the column "The Big Three" (April 2012),...
The New Customer Service Requirement: Social Engagement
It's long been known that when properly staffed and with the right technology, Customer Service can respond to inquiries, questions and issues more quickly and effectively and thereby optimize traditional interaction channels, while reducing costs....
Ticksy Is the Ticket for MDNW: Online Ticketing System Ticksy Helps Web Design Firm Respond to Customers Quickly and Efficiently
When Brandon Jones, owner of Make Design Not War (MDNW), a Southern California Web design and development company, needed a customer support solution that would scale with his business, he wanted something simple and straightforward. After testing...
Top Gear Is Driven to Excite: Experience Is Where the Rubber Hits the Road
GREAT BRANDS create a unique and memorable experience for their customers. So what would you call a brand that does that for other brands? For people who aren't customers of any of them? In my case, you'd call it Top Gear. Some of you may know...
Use Social Media to Turn Your Contact Center into an Opportunity Center
Recently, we sat down with Mike Ellsworth of Social Media Performance Group to talk about the social media enabled contact center. Our full discussion is available on the Bright Pattern website as a recorded webinar and available as a podcast as well....
Virtual Assistants: 10 Tips to Go from Valet to Wallet
Trick question: Who works 24x7, engages customers and answers questions in a smart and fun way, gives website tours, shows relevant web pages, and never calls in sick? Answer: A virtual assistant (VA). Also called chatbots, avatars, and concierges,...
Why the Battle for Identity Will Affect Customer Experience: Merging Identities across Environments Is No Easy Task
IDENTITY can mean many things. Traditional definitions for the identity and access management professional have revolved around standards for authentication, access, authorization, and management. While there are certain standards that address the...