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. 9, No. 9, September

12 Tips for Generating Rich Data: Here, a Guide to Uncovering the Bounty Buried in Your Data Warehouse
Business intelligence (BI) applications have come a long way over the past 10 years. More commonly known as data mining a decade ago, analysts back then predicted a boom for this software market. Only today is that boom starting to materialize. ...
Accommodating Customers with Automated Agents: A Hotel Group Selects Voxify to Provide Callers with a Consistent Customer Experience
Wyndham International, one of the hotel industry's premier names, with properties in Bermuda, Canada, the Caribbean, Europe, Mexico, and the United States, understands the importance of a deluxe customer experience. But when acquisitions, conversions,...
An Employee Scorecard Boosts Productivity: Telus Rings in More Work with 25 Percent Fewer People by Monitoring Individual Performance
Canada's second largest telecommunications provider had a bad connection with its customers. A downturn in the industry had forced Telus to greatly reduce staff, causing service levels and stock prices to plummet. "It was all over the papers," recalls...
A Prescription for Ricohvery: Office Automation Meets SFA with ACT! and WiredContact
Acquisitions can bathe a company in the sunny glow of merger fever, but that ignores the deeper symptoms of confusion and reduced efficiency as the merged businesses try to fit themselves together. Ricoh Business Systems (RBS), a subsidiary and direct...
Blogs Can Boost Sales: Use Online Journals to Eliminate Status Calls and Leverage Team Resources
Blogs have gone from "Huh?" to Internet fad to way of life in a short span of time. Now blogs, along with chat rooms and instant messaging, are changing the way organizations function internally, and sales teams are using them to their advantage by...
Business Problem: Customer Satisfaction Levels Are Too Low and Agents Are Not Cross- and Upselling Products Enough. Tech Solution: Agent Training Applications
The contact center serves as the primary point of interaction between a company and its customers. An agent's ability to deliver superior service is crucial to maintaining strong, profitable customer relationships. To maximize this customer touch point,...
CRM Gets the Call: Hosting, Performance Evaluation Solutions, and a Creative Call Center Layout Help Telecoms Improve Their Customer Relationship Efforts
Telecommunication companies have longer histories with more detail about their customers than companies in many other industries, according to David Pramer, global manager and partner of CRM for high-tech businesses at Accenture. But the information...
CRM's 7 Deadly Warning Bells
Between May 2004 and June 2005 CRM magazine checked in every two to three weeks with Churchill Downs Inc. (CDI) to gauge the progress of the company's multiyear, multimillion CRM initiative. Vice President of CRM and Technology Solutions Atique Shah's...
Destination CRM Dashboard
* There's a New Seer at Oracle Oracle appointed a new president and CFO, former Microsoft executive Greg Maffei, in late June. Maffei is known for his history of investments and acquisitions at Microsoft, but co-president Safra Catz will continue to...
Email Response Times Lag Still: Companies Are Undervaluing the Channel as More Customers Seek Support
Many organizations are failing to capitalize on email, allowing sluggish response times to customer inquiries. This runs the risk of tarnishing customer relationships. Companies are nowhere near responding to the channel like they should. For instance,...
Find out What Employees Are Afraid Of: Fear Keeps Many Workers from Reaching Their Full Level of Commitment and Productivity
YOU'VE TRIED the motivational speakers who came to deliver another touching story--it had the lasting impact equivalent to the patience of a kindergartner. You've exhausted the skills trainers and delivered a plethora of tools to enhance employee productivity....
'Information at Your Fingertips': These Five Business Drivers Will Propel Real-Time CRM
FOR approximately 20 years CRM strategic advisory, software, and implementation companies have helped grow CRM into a multibillion-dollar global industry. While the dot.bomb crisis in the early 2000s had led to a contraction in the number of companies...
Is It Done Yet? eSuds Eliminates the Guesswork around College Washing Machines' Availability
College students living in a dorm know full well what it's like to wait late at night to lug a few loads of laundry several floors to grab one of the limited numbers of washers or dryers just to find nothing available. Otherwise, they may have the...
Lawyers Learn to Share: BranchIT Helps a Global Firm Leverage Its Relationships to Better Serve Clients
Pillsbury Winthrop wanted to lay down the law to its attorneys: Share your relationships, don't make your colleagues start building their own from scratch. Law firms traditionally do a good job of managing clients across various service areas, but...
Life after the 30-Second Spot
As far as Joseph Jaffe is concerned, traditional advertising, led by its poster child, the 30-second spot, is dead. Old-school advertising and marketing in print and on radio and television aren't nearly as effective as they once were. In his new book,...
Microsoft Says 2.no: Version 3.0 Focuses on the SMB Market with Hosting Options, Outlook Integration, and Marketing Automation Tools
Microsoft has scrapped plans to launch its highly anticipated Microsoft CRM version 2.0 to make way for version 3.0. The double upgrade is part of the company's efforts to expand its presence into the small business market, after more than two years...
Nailing Satisfaction and Cost
When European appliances and electronics retailer Darty decided to implement a KM system from Kaidara Software, its objectives were clear: increase customer satisfaction and trim costs. As a result of the project, however, Darty, which handles more...
Nortel's Extreme Makeover: Financial Woes Behind It, the Company Is Focusing on New Products and Brand Awareness
Nortel Networks has suffered its share of financial bumps and bruises. The telecom equipment provider was at the center of an accounting scandal that led to the restatement of financial results for several quarters. As a ripple effect, Nortel's executive...
Online Banking: Consumer Trust versus Loyalty
AS A VICTIM of identity theft, the recent spate of security threats, violations, and miscues struck a nerve in me. Companies like CitiFinancial (a division of CitiGroup), CVS, and MasterCard International are undoubtedly still feeling the pains of...
Prepaid Profitability: Companies Are Moving to Converged Prepaid and Postpaid Billing Systems to Support All Customer Payment Preferences
PREPAID PHONE CARDS have been in gas stations, grocery stores, and in bulk discount stores for years, but only now are prepaid services starting to take on new meaning for consumers and new significance for the companies that offer these services....
Secret of My Success: Despite Theft and Terrorism Biotechnology Company Alltech Retains Customer Data and Tracks Products in Its Supply Chain
* Why CRM? Alltech has a global data center here in Nicholasville, Kentucky. We were centralizing our offices to our data center in Nicholasville, and faced a number of issues. The priority was consistency of data--our offices were operating on...
Statistically Speaking
* An independent study of 6,000 mobile users conducted by Intellisync found that the average mobile worker receives 110 emails per day. Of those, 60 percent are read and then deleted, while the remaining 40 percent are saved until workers can return...
Surveys: A Dying Breed? EFM Solutions Are Replacing the Old-School Method of Customer Feedback
Enterprise feedback management (EFM) solutions are starting to replace surveys, according to a 2005 Gartner report. The study, "Make the Transition from Surveys to Enterprise Feedback Management," projects that 40 percent of total feedback system deployments...
What Would Genghis Do? CRM the Mongol Way, and We Ain't Talkin' Pencils
THIS PAST APRIL BBC News ran an article that noted several traits of 13th-century Mongol warlord Genghis Khan, pointing out that the conqueror had several qualities that would have made him a top-notch manager or executive today. (Really. You can't...

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