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. 15, No. 3, March

Customers Becoming Salespeople: The Rising Power of Consumers Should Put Them at the Forefront of Social Strategies
Most social media instructional books provide "bread crumbs" to companies intrigued with the idea of social media, according to Robert Wollan, Nick Smith, and Catherine Zhou. In The Social Media Management Handbook, however, these authors sought to...
Egyptian Unrest Puts Call Centers to the Test: Companies Scramble to Relocate Outsourced Operations in the Wake of Violent Political Protests
A mid growing protests calling for an end to the 30-year reign of Egyptian President Hosni Mubarak, and a subsequent shutdown of the government-run Egypt Telecom--which provides the bulk of the country's telephone and Internet services--companies that...
Gripes about U.S. Contact Centers Rise: Since 2008, Complaints Have Jumped by 40 Percent, Says Analyst Firm
[ILLUSTRATION OMITTED] Calls criticizing contact centers increased by 40 percent in the past two years, from almost 550 million in 2008 to more than 770 million in 2010, reports industry analyst firm ContactBabel. The research was part of ContactBabel's...
Hiring Reps? Get Them a Digital Research Assistant: Sales Intelligence Systems Help Shorten Ramp-Up Time
AS PART OF CSO Insights' annual Sales Performance Optimization (SPO) study, we asked the more than 2,000 participating sales organizations to share their hiring plans for 2011. Seventy-eight percent said they would add sales-people. Of that group,...
Hotels Go Mobile for a Better Stay: Properties Create Apps to Reach Prospective Guests and the Ones They Have
Hotel guests, like customers of any business, are turning to their mobile phones to learn about companies before doing business with them. To meet the demand, some hotels have turned to mobile apps to provide potential guests with information before...
Is a Contact Center Revival 'Up around the Bend'?
SEVERAL AREAS of the customer service market have grown modestly during the past couple of years, according to published industry reports, as organizations look for more cost-effective ways to cut support costs through automation, outsourcing, or hosting....
It's All about Execution and Measurable Results: Customer Experience 2.0 Demands More Discipline Than 1.0
WHAT IS customer experience? Is it a framework, concept, technology, journey mapping, soft skills training? Welcome to customer experience 1.0. In the absence of a clear definition, 1.0 has been subject to multiple and often incomplete characterizations....
Realizing the Benefits of Speech Analytics: Initially for Contact Centers, the Holy Grail for Marketing and Customer Service Organizations Has Widened Its Scope
SPEECH ANALYTICS moved from the government sector to the commercial market in 2004 and quickly captured the attention of both contact center and enterprise leaders. The technology was compelling because it did something new and wasn't viewed as just...
The 2011 CRM Service Awards
ANY CUSTOMER STRATEGIST knows that good customer service goes a long way to improving customer retention and revenue. It can positively influence customers' views of a company's brand, their confidence in the organization, and their willingness to...
The 2011: Rising Stars
[ILLUSTRATION OMITTED] IF THERE IS A COMMON THREAD connecting the four winners in this category, it is their embrace of social CRM. By definition, rising stars either lack a long history or are repositioning their organizations or product lines...
The 2011: Service Elite
[ILLUSTRATION OMITTED] CULLED FROM AN INDUSTRY that abounds with outstanding service deployments, the following stories represent our fab four. In winnowing our nominations, we necessarily omitted noteworthy deployments, and readily acknowledge...
The 2011: Service Leaders
[ILLUSTRATION OMITTED] We polled industry analysts to come up with a scorecard of the industry winner and leaders in each of seven customer service categories. Plus, we include a look at the companies that may vie for a spot on next year's leaderboard....
The Jobs, They Are A-Changin' Social CRM Technology Requires Learning New Skills
FOR YEARS, CRM magazine and I have railed against the tendency of organizations to become siloed and of job descriptions to become exclusive and overly specialized. I assert this as a writer-analyst-consultant for social CRM--a job description at once...
The Service Provider-Customer Paradox: Fewer Consumers Are Switching, but That Doesn't Mean They Are Happy
WE ARE SEEING a paradox in customers' relationships with their service providers, such as banks, utilities, and wireless carriers. In 2010, for the first time in six years, the percentage of consumers who switched service providers as a result of poor...

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