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. 3, March

Bringing Science to Sales: Existing CRM Deployments Can Help with Mastering the Art of the Deal
FACING FIERCE competition and heavy pressure to deliver continually improving results, many sales organizations today are in a bind. Executives' aggressive growth plans demand significant productivity improvements from the sales force. Those plans...
Chasing Down First-Call Resolution: A Credit-Card Company Reduces Agent Strain and Finds Answers Faster with Enkata
Chase Card Services, the unit responsible for the more than 154 million credit cards issued by JPMorgan Chase & Co., handles a large volume of customer contact--more than 80 million calls a year reach its contact centers. Combine that busy pace...
CMO's Road to Customer Centricity Leads Down Digital Highway: Marketers Look for CRM to Integrate Database and Analytics to Drive Online Growth
Online marketing growth in 2008 is likely to match or exceed the record-setting growth experienced in 2007. In the recently released Alterian survey of almost 900 marketers and providers of marketing services including systems integrators (SIs),...
Convergence of Sales and Marketing Technologies Leads to Higher Productivity
For many business-to-business (BtoB) marketers, overcoming deeply engrained, manual processes remains a major roadblock to achieving success. Worse, many still work in a vacuum, utilizing multiple marketing tools that aren't linked to sales effectiveness...
CRM Magazine Best Practices Series: Enterprise Marketing
As marketing has grown in complexity over the past decade, the demands on those in charge--the Chief Marketing Officers--have also increased to a point where their positions are becoming increasingly untenable. According to a recent study by the CMO...
Detroit: Driven to Distraction: Facing Fierce Competition from Imports and a Weakening Economy, the Automotive Industry Targets Long-Term Customer Satisfaction
The automotive industry is trying to shift gears--again-and this time it's counting on having CRM at the wheel. Over the past few years, original equipment manufacturers (OEMs) and automotive dealers have been stuck in heavy data traffic without an...
Do You, Bagel, Take This Balela?
NEXT MONTH will mark the two-year anniversary of my father's stroke, which left him with aphasia and a severely weakened right side. He was once a bold and outspoken Jew from Brooklyn and one of the remaining few who could understand and speak some...
Engagement: One of the Most Powerful Emerging Business Principles of the 21st Century
WHAT IS ENGAGEMENT, AND HOW CAN YOU UTILIZE THIS PRINCIPLE TO IMPACT YOUR BUSINESS? CRM systems are great at explaining the basic facts about customer interactions; the "who," "what," "where," "when," and "how" of a relationship. However, there...
Everything Is Social: The Word Is Everywhere Now: Social Networks, Social Frameworks, Social Platforms
FACEBOOK (among others) has been hogging the social networking buzz for a long time. By now, there isn't a human in the known universe who isn't acquainted with the coolness of being (and the need to be) social--and aggressively online about it. In...
Governing Better Marketing: Varonis Excels beyond Excel and into Marketing Automation
[ILLUSTRATION OMITTED] Varonis, a provider of data-governance software, understands the burden of companies trying to balance two approaches when it comes to data: the urge to be a packrat with it, and the desire to organize it so that it's actually...
In Search Of: New Technologies Make Searching for Internal Documents as Easy as Surfing the Web. What's That Got to Do with CRM?
[ILLUSTRATION OMITTED] Powerful, fast, and accurate search of the Web has been the norm for years now, to the point where tediously scrolling through irrelevant search results is almost a hazy memory. But while Google and its competitors have brought...
Knowledge Network Gets Organized, 21st-Century Style: Canadian Public Broadcaster Uses InfoStreet StreetSmart to Better Plan Media Productions-And to Finally Put an End to a Clunky Email System
Ravi Singh, MANAGER OF INFORMATION TECHNOLOGY, KNOWLEDGE NETWORK * Tell us about your organization. Knowledge Network is British Columbia's public, educational television broadcaster, similar to PBS in the States. We offer television programming...
NetSuite's Sweet Ride Takes Another Turn: After What One Analyst Called a "Painfully Long" Anticipation, the On-Demand CRM Vendor Finally Goes Public
The wait was finally over, but the moves kept coming: Years after its first steps to become a public company, on-demand CRM vendor NetSuite raised its offer price twice during an initial public offering (IPO) built around a Dutch auction. Then the...
Quixtar's Quick Fix: An Easy-to-Use Business Intelligence Project Sparks Innovative Reporting without Additional Personnel
[ILLUSTRATION OMITTED] When entrepreneurs want to have a Web-based business of their own, many of them--especially those selling health and beauty products-turn to Quixtar, a self-styled "businessopportunity company" launched in 1999. To help tend...
Re-Shoring Contact Centers: A Rise in Customer Dissatisfaction with Offshore Contact Centers Has Many Companies Looking to Relocate Closer to Home
[ILLUSTRATION OMITTED] In the late 1990s and early 2000s, many companies began outsourcing contact center operations to far-flung destinations such as India or the Philippines, hoping to cut costs and gain efficiencies of scale. Recently, however,...
Retailers Dream Big: In the Face of New Challenges, Design and Creativity Are Seen as Key Factors
A disappointing holiday season. Predictions of limited growth in 2008.And yet the vibe at the National Retail Federation's recent convention was upbeat, with more than 17,000 attendees in New York being met with one request: "Dream Big." Last year's...
Re-Tooling
Business Problem: Companies need to integrate disparate information Tech Solution: Master data management Companies--and each of their internal departments--need a clear, single version of data truth. Master data management (MDM) helps to tie...
SaaS-Based Enterprise Marketing Management: Streamlining Documents and Processes for Maximum Sales and Marketing Effectiveness
Many marketing and sales organizations are plagued by inefficient processes. Paper-based documentation, ineffective collaboration and manual workflows make it difficult to deliver targeted marketing collateral and to close deals in a timely manner....
SaaS X.0? the Next Wave of On-Demand Computing May Just Be Another Trendy "2.0" Label
Software-as-a-service (SaaS) has been around for a while--since the first application service providers. But the last few months have showcased the on-demand delivery model's pull within business computing: NetSuite made a splash with its public offering...
Selling to Your Sales Force: They're Set in Their Ways, Stubbornly Independent, and Resistant to Change. but Your Staff Doesn't Have to Be Your Toughest Sale
Salespeople as a breed are resistant to change, especially when the change affects how they do their jobs. They don't get very far in their field without knowing how to work a prospect, stay in touch until closing the sale (or getting a definite "no"),...
The Longitude of Experience: Reconsidering the Life Cycle of Customer Interaction
NOT LONG AGO, I had the pleasure of speaking with Joe Pine. If that name sounds familiar but you can't quite place it, that's probably because Pine's name is often paired with James Gilmore's on book covers. The Experience Economy is one example--you...
The Markets within the Masses: When Marketers Try to Reach a Particular Demographic, the Successes-And Failures-Reflect on All of Us
[ILLUSTRATION OMITTED] I think of myself as the typical consumer: I do research; I make price comparisons; I take advice from my peers; and I am bombarded with ads. I never really questioned general-market advertising--America's White-dominant,...
The Operational Impact of Web Conferencing
Sales and marketing are two hands that work in concert and--in the best of circumstances--march to the same beat. But while their overall goals are similar, the methods of achieving those goals may vary. Marketing focuses on communications and lead...
The Power of Habit: Green Beer and Parades Will Rule the Day, and We Shall Rue It
IT'S MARCH (or at least it will be by the time you read this), and soon Americans will celebrate the uniquely American tradition of St. Patrick's Day, when everybody's Irish for a little while. Actual Irish are not allowed to disown their temporary...
Using Online Communities to Gain Feedback
Online communities offer a huge potential for building respondent panels that can be an invaluable source of feedback to customers, employees, partners, and other stakeholders. Such panels can provide a source for deliberate, consistent, and regular...
Your Customers Are Everywhere: Beyond the Comfy Confines of Your Corporate Web Site, People Are Talking-And Complaining
HAVE YOU HEARD that the Internet will radically transform CRM? It's an overworked trope--but even tropes have some merit. The on-demand model, for example, is attractive to chief information officers looking to cut capital-expenditure costs and to...
Your Employees Matter, Too
AT>Interview</AT> Business managers and supervisors continually drive home the same message to their workers: Serve the customer. While there's nothing wrong with operating a customer-centric business, oftentimes employees get lost in the...
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