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. 12, No. 11, November

A Batch of Delicious Data: Fairytale Brownies Cooks Up an Error-Proofing Solution with Experian QAS
David Kravetz, COFOUNDER OF FAIRYTALE BROWNIES * Tell us about this scrumptious company of yours. In 1992, I started Fairytale Brownies with a childhood friend. Around high school we decided we wanted to start a business together. We brainstormed...
Act Your Age! {Consumers Do.}
WHAT DIFFERENCE DOES AGE MAKE? In general, age is just one of any number of arbitrary parameters companies can use to segment their customer bases. Family size certainly matters, as does geography--and income level and gender are arguably more definitive...
A Disaster Waiting to Happen? Business Continuity and Disaster Recovery Are Often Overlooked
IN A JULY 2008 SURVEY of 187 end-user organizations on the topic of contact center disaster recovery (DR) and business continuity (BC), DMG Consulting found that the majority of contact centers are at risk of avoidable failures and disruptions. Surprisingly,...
Boosting Productivity North of the Border: By Streamlining Workflows with Antenna Software's AMPower Service, Pitney Bowes Canada Found More Time for Customer Calls
[ILLUSTRATION OMITTED] The supposed benefit of smartphones is enabling remote workers to work more efficiently. Judging by the plight of road warriors at Pitney Bowes Canada (PBC), this is not always the case. Pitney Bowes provides a suite of...
Captive Audiences: When You Only Get One Side of a Story, Are You Really Getting What You Need?
IT'S A SHAME sometimes that I have to hold my insights for the back page of the magazine. It's not that I'm changing the world with them, but they tend not to be so timely when I'm forced to write months in advance. (I keep handing work in late, but...
Changing the Channel
Red Ventures, a Charlotte, N.C.-based marketing firm, has grown from a two-man shop eight years ago to more than 500 employees, and has increased its revenue 60-fold in three years--earning several nods from Inc. magazine's Inc. 5000 list. But company...
Contact Centers Chatting to Success: No Longer Simply a Forum for Teens, Chat Is Becoming an Integral Part of the Cross-Sell, Upsell, and Support Strategies Run by Customer Service
As part of the ongoing effort to making contact centers more profitable, upselling and cross-selling to customers have frequently been the focus of attention. But not all customers are created equal, and not everyone likes to interact with contact...
Demand Planning: Optimizing Operations across the Supply Chain
POOR FORECASTING = POOR PROFITS Whether it's for consumer packaged goods, industrial manufacturing, high tech and electronics, or automotive demand, sales forecasts often lack the sophistication needed to optimize both operations and profits. "We've...
Finally Acknowledging Knowledge Management
Knowledge management (KM) is one of those strategic business processes that definitely improved with age. I was involved with Knowledge Management magazine back in the late 1990s--around the same time that CRM magazine was really taking off. Unfortunately,...
Gather the Tools for Customer Engagement: Social Media Is Changing the Face of CRM. Are You Prepared?
SOME FORMS of social media are tools--blogs, wikis, podcasts. Some are user-generated content (UGC)--comments, reviews, social tags and bookmarks, rankings, ratings, photos, and videos. (There are also more-sophisticated examples, such as social tags...
Generational Spending
IT'S BEEN TWO YEARS since our November 2006 special issue on Generation Nation--a look at how the American marketplace had divided itself into four camps of varying size and influence. Since then, the United States population did in fact top 300 million,...
In Demography, Size Does Matter
Sure, each generation has its own kinks and quirks, but when it comes down to making that final sale, there's one missing factor that's so obvious it's often left out of the mix: numbers. Those pesky numbers, explains Kenneth Gronbach in his new book...
Invicta's Thrill of Victory: A Dealer of Wireless Products and Service Conquers the Agony of Weak Processes with LongJump
The cobbler's children are alive and well--and shoeless--in the high-technology world: Companies focused on providing solutions to customers often neglect their own infrastructures. Invicta Wireless was such a company before it started using LongJump's...
Killer App for Knowledge Management: Mobile Email Search
BLACKBERRY[R] AND WINDOWS MOBILE GET SECURE, FLEXIBLE, EFFICIENT ACCESS TO ACTIVE AND ARCHIVED EMAIL, INCLUDING ATTACHMENTS. If you access corporate email on a mobile device like BlackBerry[R] to keep in touch when you're out of the office, then...
Knowledge Management 2.0
Over the past decade, SAVO has helped leading organizations including ADP, IBM, FedEx Kinko's, and CareerBuilder.com enable their sales and marketing organizations to drive better selling conversations via true Knowledge Management strategies. In this...
Planning for an Adaptive Support Organization
With accelerating business cycles, every part of a company must be ready to adapt to a fluid business environment. For the customer support organization, this often means being prepared to absorb corporate acquisitions, new product launches, and incremental...
Power to the People: Getting Ready for Next-Generation Knowledge Management
Over the years, companies have developed an effective set of guiding principles for knowledge management. The best practices leading to successful knowledge management implementations have been tested and refined through thousands of deployments. ...
Re: Tooling
[ILLUSTRATION OMITTED] Business Problem: Identifying future trends and behaviors to boost business. Tech Solution: Predictive Analytics Tools Picture your colleagues sitting around, trying to figure out the future of your business. What will...
Six Keys to KM Success: Lessons Learned from the Global 2000
Customer service has emerged as one of the few remaining differentiators that businesses can sustain over time. Companies that are winning in this environment provide "stand-out" customer service by using knowledge to empower contact center agents...
Six Sigma: What Went Wrong? A 60 Percent Failure Rate Suggests Process Change Requires Behavior Change
SINCE JACK WELCH, the former chief executive officer of GE, popularized Six Sigma in the late 1990s, the business-management methodology has had a profound impact. Yet, amazingly, the majority of all corporate Six Sigma initiatives--60 percent--fail...
Technology and the Digital Client: A New Reality for the People-Process-Technology Mix
A HEATED exchange--about the role of technology in a Digital Client/Web 2.0 world--took place during the closing session of the recent destinationCRM 2008 conference in New York. One side took the position that a quality customer experience requires...
The Boomer Boom: Revolutionary from the Day They Were Born, Baby Boomers Will Continue to Dictate-With Their Wallets-How They're Targeted by Marketers
[ILLUSTRATION OMITTED] AGE: 44 to 62 (born between 1946 and 1964) BIGGEST FINANCIAL CONCERN: Outliving their savings BIGGEST POLITICAL CONCERN: Economy (Social Security/Medicare) PREFERRED COMMUNICATION CHANNEL: Telephone Carolyn Burnham...
The Complexity Chasm: As High-Tech Companies Seek New Directions, Is the Customer Experience Falling through the Gap?
CRM within the high-tech industry is--unsurprisingly--complex. First, customers can be anyone: an indirect partner, a product reseller, a client, or a consumer. Given the intricate nature of the technical product being sold and the multifaceted relationships...
The Matures Endure: They're Sticking around Longer-That Means Their Spending Money Has to Last as Long as They Do
AGE: 63 and older (born in or before 1945) BIGGEST FINANCIAL CONCERN: Cost of healthcare BIGGEST POLITICAL CONCERN: Healthcare policy PREFERRED COMMUNICATION CHANNEL: Newspapers and television Walter (Haley Joel Osment): Why not see what...
The Slackers' X-Cellent Adventure: Generation X Has a Reputation for Aimlessness, but, in Truth, Its Members Are Concerned about the Future-And They're Using Their Resources Accordingly
AGE: 32 to 43 (born between 1965 and 1976) BIGGEST FINANCIAL CONCERN: Caring for parents and kids BIGGEST POLITICAL CONCERN: The end of Social Security PREFERRED COMMUNICATION CHANNEL: Web research; in-store purchase; customer support by phone...
Virtual Spenders: Personas, Avatars, and Social Communities Will Drive Spending in 10 Years
It's becoming increasingly obvious that customers' expectations are changing--and a better experience is what they're coming to expect. Simply becoming efficient in completing a transaction is no longer the optimal result--a fact driven home by Lior...
Voting with Their Wallets
IT' S A DIFFICULT TIME for Americans. First, taxpayers were rattled by the news that they'll have to shoulder the bailout of mortgage giants Fannie Mae and Freddie Mac, while these companies' chief executive officers will escape with golden parachutes...
What Every Marketer Should Know about Knowledge Management
As marketers, we seldom consider Knowledge Management (KM) a top priority. But it should be. It is how we organize, manage, access, and distribute knowledge to help our customers, constituents, and prospects fulfill their wants and needs, while furthering...
Who, What, Where, When, Y: The Members of Generation Y Are Young, They're Smart, and They're Paving (If Not Paying) Their Own Way. So Who's Following Whom?
AGE: 14 to 31 (born between 1977 and 1994) BIGGEST ECONOMIC CONCERN: Paying tuition BIGGEST POLITICAL CONCERN: Economy and job market PREFERRED COMMUNICATION CHANNEL: Text messaging via cell phone or smartphone "Fact! Kids don't have bills...
Working with the Years: In a Multigenerational Workforce, Knowledge Transfer Becomes an Ever-More-Complicated Challenge
[ILLUSTRATION OMITTED] Generation Y's entrance into the workforce marks the first time in modern history that four generations are working side by side. Bridging a potential 50-year age gap between existing employees means companies have to acknowledge...

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