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. 4, April

2008 Service Awards
[ILLUSTRATION OMITTED] "Service with a smile" is a longtime goal for how companies should deal with their customers. With the fifth annual CRM magazine Service Awards, we pay special attention to the vendors delivering that level of service, enabling...
As One Chapter Ends
IN TECHNOLOGY, as in life, chapters begin and end. I can't recall any other time in my life when this has been more evident--but more on my personal experiences later. For now, I'll focus on the changes to our CRM Service Awards. For the fifth annual...
A Tenancy of One's Own: Just When the Battle between On-Demand and On-Premise CRM Seemed to Settle Down a Bit, a New One Opens Up: Single-Tenant Architecture versus Multitenancy
When Oracle Corp. announced the latest version of Siebel On Demand in February, the company relit a coal believed extinguished since the early days of online delivery. The release--officially known as Oracle's Siebel On Demand-Single Tenant, Enterprise...
CRM Magazine Best Practices Series: Customer Self-Service
We all want to provide our customers with exceptional self-service options but it's not altogether clear how to achieve that goal. This special supplement focuses on Best Practices for customer self-service, with five leading vendors offering their...
Labor Disputes Reach the Contact Center: Pending Lawsuits Filed against AT&T and Other Companies over Unpaid Contact Center Wages Could Change the Traditional Value Model
[ILLUSTRATION OMITTED] The issues over payment and the Fair Labor Standards Act (FLSA), a federal law governing proper compensation, are no longer restricted to the Wal-Marts of the world. Now, contact center agents are joining the litigation fray:...
Learn the New Rules for Building Brands
Caution: Accidental Branding is not a step-by-step guide to building a surefire brand that will stand the test of time and make millions in the process. There are too many of those books promising success, and too many of them leave readers disappointed...
Out of Context: Remember to Look around You When Spelling out Your Corporate Message
BELIEVE ME when I say that I'm not trying to be any more depraved than usual. But I just saw something that speaks to a basic problem with contextual advertising, and why I can't come down too hard on a company that's paranoid about its brand identity....
Productivity and Workforce Management: WFM Solutions Typically Pay for Themselves in under a Year-Can You Afford Not to Have One?
CONTACT CENTER workforce management (WFM) solutions are among the most important productivity tools in contact centers. These applications allow managers to forecast the volume of transactions that a contact center will be required to handle and to...
Re:tooling
[ILLUSTRATION OMITTED] Business Problem: Inability to understand or organize customer feedback in order to retain customers and improve overall service. Solution: Speech analytics software Tech Companies try to serve their customers by providing...
Serving Up Customer Delight: Embracing Customer Centricity Isn't the Same as Delivering It
THINK ABOUT THE LAST TIME you dined at your favorite restaurant. What made it a delightful experience? A combination of many elements: the food, service, and ambience, supported by references and reviews in the newspaper, with multiple people (chefs...
The Plight of the Wirelines: With Wireless Encroaching One Coverage Bar at a Time, Wireline Providers Are Struggling to Revamp Their Customer Strategies
As the telecommunications industry pursues its much-talked-about claims to refocus on the customer, the market for CRM products and related customer assurance software has seen a resurgence. According to a study released by telecom industry research...
The Poker Dynamics of CRM: Today's Companies Are Finding a Full House of Technology Options
HAVING JUST completed our 2008 Sales Performance Optimization survey of over 1,500 companies worldwide, the similarities between poker and CRM come to mind. The percentage of companies "buying in" and implementing a core CRM system (from Oracle, Salesforce.com,...
The Rebirth of Taxes: Online- and Catalogue-Only Merchants Are Being Called out for Getting a Head Start, but a New Bill Hopes to Even the Score
[ILLUSTRATION OMITTED] No one likes paying taxes; but we do like knowing that our garbage will get picked up every week and that our roads will be plowed during a blizzard. Still, there's a reason people don't like the taxman, so it's no wonder...
Where Has All the Commitment Gone? Lofty Statements Too Often End Up as Small and Meaningless Actions
"WE MUST FOCUS on the customers." "Customer experience is critical to our success." "Without true customer centricity, we will lose our competitive advantage." "Everything we do must be to add value to customers." "At the heart of our business...
Author Advanced search

Oops!

An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.