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. 10, No. 11, November

Above the Sales Funnel: Increasing Sales Performance Demands That Lead Generation Optimization Be Top of Mind
CSO INSIGHTS asked the 1,275 participating firms in its most recent sales performance study to share with us what specific initiatives they were putting in place this year to improve sales effectiveness. The figure shows a summary of their responses....
Beyond First Call Resolution: Best Diagnostic and Measurement Practices for KM in a Support Organization
Knowledge Management initiatives are one way of improving technical support organizations, driving support margins through efficiency and increased customer loyalty. However, it is one thing to implement different practices in KM in your organization...
Business Problem: Poor Email Response Times Lead to Increased Numbers of Phone Calls to the Contact Center. Tech Solution: Email Management Tools
Email service needs to be fast, reliable, and accurate, yet many companies take longer than 24 hours to respond to inquiries, according to recent surveys. Traditionally, customer service solutions have not emphasized handling increases in email inquiries....
Climbing the MDM Ladder: Enterprises Must Walk Up the New Rungs of MDM and CDI Solutions to Remain Competitive
Customer data is not just a component of good service and a successful business--it's the foundation. Any enterprise that hopes to excel will need to adopt master data management (MDM) and customer data integration (CDI) solutions, and will need to...
Completing the Circuit: Complex Gear Requires Business Processes to Match
CRM is a tech-heavy topic, considering all the software and hardware that is involved somewhere down the line in getting that 360-degree view of the customer. But businesses in one particular vertical find technology to be a CRM-heavy topic. Technology,...
CRM around the World, Take Two: Our Plot to Warp People's Minds Is Working-Here's Proof
JUST BECAUSE I'M AN EDITOR doesn't mean I need to spend all my time, um, editoring. And it's hard to keep a running commentary on the state of our industry if I never stick my head out the window to observe it. So I've decided, again, to share a practical...
Curbing PC Downtime
What happens when CSRs can't access vital support software due to downtime tied to PC infections? Ultimately, productivity takes a hit. That was the issue facing Time Warner Cable's Greensboro, NC (TWCG) call center, which employs more than 600 people--about...
DestinationCRM Dashboard
* CRM Magazine Announces the 2006 Market Awards The best and the brightest in the CRM industry were celebrated recently as CRM magazine announced this year's CRM Market Awards recipients. The awards recognize people and companies that have performed...
Elder Effect: Consumers in Their Mid-60s and Older Are Marketing's Underserved Age Bracket, and Campaigns Usually Miss the Mark with This Generation. Read on for Tips on How to Fix These Efforts' Misfires
It's been 40 years since then-24-year-old Paul McCartney released "When I'm 64." Every generation has trouble seeing itself at the age of 64: What youth quake--era flower child, for example, wanted to accept a future of shuffleboard and early bird...
Generation Nation
In September the U.S. Census Bureau predicted that at some time during October, the U.S. population would hit 300 million. (Readers can monitor the Bureau's population clock at www.popclock.com.) Minutes after the prediction was announced, a long series...
Global Industrial Revamps Its Catalog: The "Idea of Integration" Becomes Real for a Company Struggling with a Virtually Obsolete Order Management System
It's a difficult thing when a B2B direct marketer of office and warehouse supplies can't manage its catalog and order placement system, but that's the situation Global Industrial found itself in at the end of 2004. [ILLUSTRATION OMITTED] Global's...
How to Implement Successful Knowledge Management: Pitney Bowes Shares Six Best Practices; an InQuira Success Story
Most customer service organizations today agree that effective knowledge transfer is the most crucial element to resolving customer problems. When done correctly, knowledge transfer accelerates problem resolution processes, fuels customer satisfaction,...
Knowledge at the Point of Action: Six Principles for a Better Customer Experience
Knowledge management is critical for getting and keeping customers. Every time a company interacts with a customer, there is an exchange of knowledge. The quality of this knowledge exchange directly impacts the quality of the customer experience....
Knowledge Management for "Stand-Out" Customer Service: 6 Best Practices 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...
Monetizing Media: Retailers Can Leverage Brand Assets and CRM Capabilities to Build a Winning Media Business
THE EMERGENCE of digital advertising has created new platforms for advertisers to reach targeted sets of customers and the opportunity for multichannel retailers to leverage their media platforms to create new revenue sources. While vehicles like paid...
Poetic ROI: Unica Helps to Streamline Campaigns and Manage a Burgeoning Customer Base for VTR GlobalCom in the Land of Poets
VTR GlobalCom is arguably the most successful cable company ever to open the South American market. The Chilean firm has pioneered telecommunications there, setting itself apart as the country's first broadband Internet provider. The only company to...
Precision Marketing: Strengthening the Value of CRM
Organizations of all sizes and across all industries have one thing in common--a deluge of prospect and customer data idling somewhere in the organization waiting to be monetized. Most likely the similarities end there. The accuracy, depth, and...
Secret of My Success: This Old CRM; Citrix's GoToWebinar Rebuilds a Home Improvement Firm's Customer-Training Capabilities
Tim Musch, founder and director of business development at MarketSharp | as told to Colin Beasty * What does your company do? Market-Sharp provides direct marketing and contact management software solutions specifically designed for the home improvement...
Speech Recognition Leads to R & R: Fluency Voice Technology Helps a Travel Services Company Provide Its Customers with More Communication Choice
For most people leisure travel means relaxation, but for Carlson Leisure Travel Services (CLTS) leisure travel keeps its contact centers bustling. CLTS provides corporate clients with employee leisure-booking tools, and provides financial institutions...
Statistically Speaking
* Forty-seven percent of the 1,000 U.S. consumers Accenture surveyed have stopped doing business with a company within the past year, despite continued investment in CRM technology by U.S. industries. Eighteen percent of respondents reporting they...
The Growing Consumer Disloyalty
"ADVERTISING PEOPLE who ignore research are as dangerous as generals who ignore decodes of enemy signals." There's plenty of truth to this quote by the late advertising magnate David Ogilvy, and it doesn't only apply to advertisers, but also to any...
The Ring Dynasty: China's Contact Center Market Intensifies; the Country's Vast Population and Growing Economy Are Just Two of the Reasons for the Expected Uptake
With a 1 billion--plus population, China's presence as a burgeoning contact center market is difficult to ignore: The number of agent positions in China, for example, will increase from 124,000 in 2004 to reach 300,000 in 2009 at a CAGR of 20 percent,...
The Role of Knowledge Management in CRM
When the term knowledge management (KM) came to the forefront of business strategies in the 1990s, there was the generally accepted notion that it referred to a set of disciplines that enabled an organization to capture, categorize, and present corporate...
Try to Dig What We All Say: It's Time for Marketers to Understand How Social Networking Sites Cater to Every Generation
THERE'S BEEN a lot of discussion about--and an equal amount of skepticism over--how to monetize social networks and user communities. I think opportunities abound to gain either mind-or market share from e-communities of all ages. [ILLUSTRATION...
What's Your Competitive Advantage?
Whether you're a retailer, manufacturer, distributor, or service provider, if you can't answer the question of why customers should do business with you and not a competitor, chances are you're losing customers, clients, and market share. According...
Wild & Crazy: Companies See Green in This Graying Generation's Attitudes and Outlook on Life
The retirement-community division of Pulte Homes, Del Webb, was concerned that it might be misreading its customers. The division suspected that many of its "retirees" weren't sitting around at the pool all day or playing shuffleboard. Good hunch on...
Winning the Moments of Truth: When It Matters the Most, Knowledge Management Protects and Promotes Your Brand
In today's media-rich environment, consumer-focused businesses spend billions on building and promoting their brands. Yet, many cannot fully protect their brand. They have significant knowledge gaps where consumer interactions occur because they...
X Ways: Generation X's Consumer Identity Isn't Easy to Pin Down, but a Large Aspect of Successful Selling to This Crowd Involves Clarity, Honesty, and Open Communication
Generation X is the undefined generation, the unknown and unpredictable quantity that remains outside the corporate ken (the name comes from a 1991 novel, Douglas Coupland's Generation X: Tales for an Accelerated Culture). At least, many Xers think...
Y Me: Members of Generation Y Were the First to Mature in a Media-Saturated, Tech-Savvy World-Here's How to Blow Past the Buzz and Get the Brand into Their Brains
The first adjective out of most marketers' mouths about Generation Y is usually savvy. Generation Y's purchasing patterns allow marketers to think that this cohort represents the perfect consumer: a compulsive shopper with few financial responsibilities,...
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