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. 11, No. 4, April

A Peak at Sales Process
For years salespeople have failed to understand how to apply CRM technology to their daily selling activities. Most CRM products don't relate to how people sell, nor do they help model their existing sales processes. In his new book, CyberSelling--Using...
CRMmagazine Best Practices Series: Contact Centers ... the Heart (and Eyes and Ears) of CRM
Multichannel contact centers are at the heart of one of the most exciting transformations in the way organizations communicate with their customers. It is this collaboration between people, process, and technology that promises to bring the best customer...
Doing More with Less in Customer Service: Strategies and Best Practices: Customer Service Has Emerged as One of the Few Sustainable Differentiators in Today's Hyper-Competitive Markets
The companies winning in this environment are those who provide "standout" customer service, while controlling costs. eGain has been enabling customer service and contact center excellence for clients around the world, through its customer interaction...
Ensuring Consistent, Accurate and Timely Information Delivery across All Channels: Customers, Competitors, and Cost-Related Pressures Are Driving Companies of All Kinds to Implement Multi-Channel Service
In fact, a recent report from AberdeenGroup (1) revealed that 75% of companies surveyed have already done so. For consumer-focused companies in particular, multi-channel service is no longer "nice to have"--it's a requirement. Today's consumers...
Five Proven Ways to Proactively Deliver an Exceptional Customer Experience: In Today's Dynamic, Highly Competitive Business World, One of the Most Powerful Ways to Truly Differentiate Yourself and Succeed Where Others Have Failed Is to Deliver an Exceptional Customer Experience
Consistent, outstanding service builds profitable, life-long customer relationships. Sounds great, but how can you actually do it? The key to delivering an exceptional, personalized customer experience is to be proactive--to identify, intervene,...
Fueling the CRM Engine: Sales Reps Are Spinning Their Wheels Waiting for Sales Knowledge and Relevant Management Tools to Be Integrated
THIS YEAR'S Sales Performance Optimization study by CSO Insights surveyed more than 1,000 firms worldwide to assess how they are improving the ability of their salespeople to sell. We found in the data trends from our 2007 report that usage of CRM...
Guerrilla Marketing's Monkey Business: A Crackpot Scheme Made an Obscure Cartoon Show a Household Name, but Was the Bomb Scare in Boston Worth the Buzz?
Guerrilla marketing, a form of business named after hit-and-run warfare, normally only sounds dangerous. However, this February, when Turner Broadcasting System (TBS) decided to promote its Cartoon Network show Aqua Teen Hunger Force (ATHF) through...
How to Make Every Customer Conversation Intelligent: As Companies Expand Their Product Portfolios, Delivering Customer-Satisfying Service Has Become More Challenging
Product complexity ratchets up the strain: How can every Customer Service Representative (CSR) possibly know the right answer to every customer's question across hundreds of products? Yet without this ability, customer unhappiness increases--along...
Insight to Customer Loyalty: Using Customer Support to Observe Customers in Motion
While many factors such as profitability, growth, number of customers and brand loyalty define successful companies, a strong bond with their customers forged over time is the most basic factor. Successful customer-focused companies anticipate the...
Lessons in Contact Center Leadership: At One Time, Many Business Executives Saw Their Contact Centers as Little More Than Necessary Evils
Customers were inevitably going to have problems, so companies had an obligation to take those calls and resolve those problems. If this job could be done cheaply enough, companies could maintain their profitability while providing a reasonable level...
Listening to Customers and Profiting from Their Advice: Business Intelligence Tools Give the Contact Center a New Role in the Customer-Centric Enterprise
Companies spend a great deal of time and money trying to figure out what is on customers' minds, and with good reason. A 5% increase in customer retention could increase profits by as much as 100%, says Harvard Business Review. But in the search for...
Next Generation Online Channel Reporting for Banking and Investment Firms: Companies Must Evolve Information and Account Management Capabilities to Retain and Grow Customers
Over the past decade new technology, global economics, and regulatory tightening have put pressure on the financial services industry to evolve how it approaches customers. Change is occurring across the spectrum of segments--from retail consumers...
Pint of View: It's All the (Road) Rage: Be Careful the Sort of Behavior You Incentivize with Your Loyalty Program. Really Careful
NO PLAN IS FOOLPROOF, and it's not very hard to imagine something like the following coming to pass due to lack of vision. New York, April 1, 2007--Following a popular business trend in customer relationship management, the New York State Department...
Re: Tooling
Business Problem: CSRs are inundated with routine customer inquiries, which increases wait time and reduces agent effectiveness. Tech Solution: Speech-enabled IVRs According to recent studies, when customers require personal assistance or...
Satisfying a Double Standard: How to Capture the Real Self-Service Opportunity
SELF-SERVICE is making a comeback, driven largely by two factors: the ability to reach large numbers of customers at comparatively low cost and the desire to use this efficiency to improve the customer experience. As technology for automating customer...
Speech Is All the Talk
SPEECH technology heavily influenced the results of 2007's CRM magazine Service Awards--and this shouldn't come as a surprise. Speech technologies are becoming more pervasive, which is why Information Today Inc., our parent company, acquired Speech...
The 2007 Rising Stars and Service Excellence
There are customer service technology vendors making dynamic acquisitions and expanding their broad product portfolios that don't necessarily fit neatly into one of the seven Service Leader categories. In keeping with that our third annual Service...
The 2007 Service Elite
It's clear, as the impact of commoditization continues to sweep across various verticals, that devoting serious energy to customer care processes is a bona fide strategy for strengthening brand loyalty. CRM magazine acknowledges five companies that...
The 2007 Service Leaders
The customer care market in 2006 evolved at an enthralling rate, as providers of service-and-support technologies and services toiled to bolster their capabilities through strategic partnerships, head-turning mergers and acquisitions, and deepened...
The Name of the Game: Personalization: Telecommunications Companies Have Unparalleled Access to Their Customers. Will This Pave the Way to a New Era of Personalized Content?
New technologies and the convergence of voice, data, and multimedia content will change the way telecoms and service providers interact with their customers, according to a panel of industry thought leaders at the Customer Experience Innovation Forum...
The Power of Why
Contact centers have never had more tools for collecting data, nor more solutions for counting it. Managers today have mountains of information about what their contact centers are doing, from call volumes and handling costs to revenue, operational...
The Variance Factor: CRM Needs New Tools to Help Align Customers and Employees for the Best Service Satisfaction
THE ONE little secret that most business organizations refuse to spill is that despite all the process optimizations, updated CRM tools, and detailed training, they depend on their employees to exceed expectations. As such, the prospect of an inexperienced...
Transforming Service in the Age of the Customer: Like It or Not, We Are All Doing Business in the Age of the Customer
The pervasiveness of the web has dramatically altered the customer service paradigm. Customers expect: * TO FIND YOU ON THE WEB, PROBABLY FROM A SEARCH ENGINE * TO RECEIVE A TIMELY RESPONSE WHEN THEY ASK YOU FOR SOMETHING * TO BE GIVEN...
Unstructured and Undiscovered: Enabling the Intelligent Contact Center to Tap into a Hidden Wealth of Information
The customer contact center has become the primary channel by which businesses deliver information, assistance, and service to prospective and existing customers But, in most cases, it is also an organization's primary method of gathering information...
Winnowing Customer Care Woes: Craft Applications with Touch-Tone and Speech-Enabled IVRs Based on Customer Needs
Wireless customers who call their provider and interact with an automated response system have markedly shoddier customer care experiences than those customers who are serviced by a live rep, according to the J.D. Power and Associates 2007 Wireless...

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