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. 8, August

ABN AMRO: Differentiation through Customer Service in the Financial Services Sector
BACKGROUND ABN AMRO North America, Inc., headquartered in Chicago, is the largest foreign bank in the U.S. with subsidiaries such as LaSalle Bank in Chicago and Standard Federal Bank in Michigan. ABN AMRO Services Company (AASC) supports the information...
Achieving Exceptional Customer Experience in Retail, Telecom, Higher Ed and Government
RIGHTNOW[R] TELECOM Benefits: * INCREASE CUSTOMER SELF-SERVICE UP TO 97% * REDUCE INCOMING EMAILS FROM 20-70% * REDUCE INBOUND CALLS FROM 10-30% * REDUCE CHURN THROUGH IMPROVED CUSTOMER EXPERIENCE * IMPROVE CUSTOMER RETENTION THROUGH...
Automation Proves Its Value
IN AN INTERESTING TURN of events, while companies are often quick to automate business processes to cut costs, customers are now requesting it--especially when it comes to bill payment. In fact, our cover story "Paper Cuts," by Carol Ellison (page...
A Weak Connection: Ignoring Customer Needs Is Extremely Shortsighted and Expensive
I'VE BEEN a loyal Comcast customer for more than a decade, including cable and Internet service. We've had some problems, including frequent service disruptions; service-people not showing up; and being told that my service is working when it's not....
Capital Ideas: Sometimes You Can Judge a Book by Its Cover-Or a Company by Its Name
TRENDS ABOUND. Business is based on them, it seems--someone comes up with a new product, or a new way of doing things, and the parade of competitors and wannabes begins. Identifying trends and serving the needs they create is therefore a crucial part...
Cashing in on Integration: Financial Services Companies Must Focus on Shifting Away from Siloed Processes across Departments and Channels
Financial services (FS) firms aren't shy about investing in CRM. But as product commoditization and mounting service expectations continue to alter the landscape, treating customer experience as a competitive differentiator remains especially critical....
Critical Care for Health Records
Companies like Allscripts exist to smooth out the wrinkles by providing electronic medical-records software and information solutions for the healthcare industry. But as a growing industry, the sheer volume of data combined with the relative scarcity...
Financing Workforce Management
Barclaycard Business is the multibrand credit card and loans business of global financial giant Barclays. With 450 agents to service more than 142,000 business customers and 500,000 individual cardholders worldwide, Barclaycard has to ensure that its...
iPhone: Friend or Foe?
Mobile marketing is on the rise and the June 29 release of Apple's new iPhone could be a marketer's dream come true. With more enhanced features, more people will be interacting with their phones, which means more opportunities for companies to snag...
Making the Most of Marketing
IF YOUR COMPANY LOST HUNDREDS OF THOUSANDS OF DOLLARS every time a marketing campaign went awry, would you do anything about it? In 2005, Warner Bros. Entertainment (WBE) found itself faced with such a question. Its marketing team was overworked, spending...
McAfee Automates Online Service: The Software Security Giant Turns to Citrix to Leverage Chat and Remote Assistance in the Call Center
* Tell us about your organization. We're an Internet security company and one of the largest providers of best-of-breed computer security solutions that prevent intrusions on networks and protect computer systems attacks. * What problems were you...
Monitoring the Partners: NetSuite Helps ViewSonic Revamp Its PRM Capabilities for Better Insight and Communication
When a business needs quality computer monitors at a competitive price, one of the first places to turn is ViewSonic, the Walnut, Calif.-based maker and seller of display technology. While this has led to considerable sales success ($1.59 billion in...
Paper Cuts: Most of Your Customers Now Say They Prefer Electronic Bills to Paper Ones. This Can Be Great News-Provided You Make the Most of the Opportunity to Strengthen the Customer Relationship
MORE AND MORE CUSTOMERS are going to their keyboards instead of their mailboxes to collect and pay bills for their homes and businesses. In fact, a majority of customers who have at-home Internet access now say they actually prefer electronic billing...
Publishing a Plan for Making the Grade: A $9 Billion Printing-Solutions Company Turns to AchieveGlobal to Develop a Comprehensive Agent-Training Program
RR Donnelley shredded its customer service training-and-development problem. The provider of print and related services had more than 20 of what Shirley Lloyd, manager of customer service training and certification, refers to as homegrown offline training...
Readily Readable: A Marketing Company Slashes the Time and Effort It Spends Creating Reports with the Help of Performance Management Software
Bulldog Solutions is good at helping its clients generate sales leads and at helping turn those leads into revenue. The four-year-old Austin, Texas, company builds leads-generating marketing campaigns for B2B companies. The company wasn't the best...
Re:tooling
Business problem: Marketers lack the ability to launch targeted, analytics-driven marketing campaigns online. Tech Solution: Internet marketing solutions For years, companies have been unable to turn insight from search optimization, Web analytics,...
Streamlining Processes across the Supply Chain: ... Moves Retailers from Multi-Channel to Cross-Channel to Help Meet Customer-Related Challenges and Achieve Operational Efficiency
Today's retailers understand that supply-chain visibility is vital to the success of selling and fulfillment solutions, allowing customers to purchase, track, and return any product anywhere. By enabling customers to have the same shopping, purchasing,...
The Age of WIT? Indian Consultancies Are Increasing Their Pursuit of Their Western Competitors, and Are Experiencing Similar Outsourcing Issues
While market share and strong revenue numbers continue to propel North America-headquartered consultants, Asian providers like Infosys Technologies, Tata Consulting Services (TCS), and Wipro Technologies continue to make inroads into the CRM market...
The Decisions of Negotiation: Last-Minute Conflicts Often Lead to a No-Sale. Why Risk It When You Don't Have To?
IT'S AN ENDURING MYTH that negotiation requires a back-and-forth struggle during the closing stage of a sale. But negotiation at its best comprises honest and straightforward communication based on mutual respect and trust, beginning with the very...
The Rise of the Digital Client: Catering to This New Breed of Always-On Customer Will Require a New Approach to CRM
IN THE CRM industry's first era (1980 to 2000), we integrated sales, marketing, customer service, e-business, and business analytical functionality. In the second era (2000 to the present), we moved into real time. We've now entered the third era,...
The Voices of Reason: Speech Technology Experts Reveal the Value of Analytics and the Secrets of Locating What Your Customers Say about You
IMAGINE being able to Google your customers' phone requests for information or the recorded files of their complaint calls, or being able to decipher when a customer interaction in one of your stores went awry. If you could query voice records the...
Vertical CRM: As Business-Specific as You Are: Effectively Reaching the Customer to Influence Buying Behavior Is the Holy Grail of Marketing Campaigns
Each year billions of dollars are spent on programs designed to convince consumers that one phone provider, bank, insurance company, or retail outlet is better than the other and, if they switch, their quality of life will improve. Sadly, the majority...
Vertical Markets: Choosing the Right CRM Solution for Your Unique Business Needs
Customer relationship management is a very broad term that conveys a horizontal and strategic approach to dealing with customers. Applying this strategic vision in a tactical setting demands that several levels of customization be considered--your...
You Just Got Punk'd!
Move over, Ashton Kutcher: There are some new punks in town. In Punk Marketing, authors Richard Laermer and Mark Simmons take an irreverent look at the massive change in the relationship between sellers and buyers. They demonstrate that to survive...

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