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. 4, April

An Unlikely Pairing: Analytics and Video: The Technologies Will Play a Bigger Role in Everyday Business Processes and Mobile Devices
IT IS THE NATURE of prognostications to be wide of the mark. The famous quip variously attributed to Bill Gates and nearly every other software entrepreneur is that we overestimate what we can do in a couple of years and underestimate what we can accomplish...
Cincy's Zoo Goes Ape for IBM: Cognos Solution Leads to 50,000 New Visits and Revenue Growth
[ILLUSTRATION OMITTED] The Cincinnati Zoo and Botanical Garden last year hosted 1.3 million visitors, who came to see more than 550 animal and 3,000 plant species. The 137-yearold, 71-acre park has a $26 million annual operating budget, but only...
Companies Need to Make Better Friends; Study Identifies the Main Triggers for Consumer Disengagement in Online Marketing Campaigns
When it comes to online marketing strategy, less often is more. More than 90 percent of consumers have "broken up" with at least one brand on Facebook, email, or Twitter, according to a study by Exact-Target and CoTweet. The reason? Too frequent,...
For 1-To1 Marketing: Data Is the New Creative
Data. You've got a LOT of it. You use it every day for reporting and analysis to determine effective campaign management to your clients and prospects. But with 600 Tweets, 34,000 Google searches, and 700 Facebook posts per second, marketers are no...
Getting Personal: Be Appropriate or Beg for Forgiveness
WHEN IT COMES to improving customer relationships, contemporary wisdom posits that organizations should connect with customers on a personal level. After all, who wants to be treated like a number or a stereotype? However, if they're not careful, companies...
Global Coalition Loyalty Program Membership to Top 1 Billion in 2011; Fourteen Percent of the World's Population Belongs to at Least One Such Program, According to Finaccord
Finaccord, a British market research consultancy specializing in financial services, estimates the current total number of memberships in coalition loyalty programs at 974.7 million globally and expects the number to surpass 1 billion by year's end....
Hosted Contact Centers Poised for Growth; Purse Strings Loosen on Capital Spending, Which May Bring Rapid Deployments
AT THE RISK of sounding like the proverbial "boy who cried wolf," I believe the market for hosted contact center services will take off soon. For several years, hosted contact center service providers--and plenty of analysts--have argued that the promise...
Interacting with Social Customers, 101: By Acknowledging Social Media's Influence and Capitalizing on It, You Could Create Evangelists for Your Company
WHEN I TEACH classes on social CRM, one of the first things I tell attendees is that I like CRM because it's the only science of business that reflects an art of life. That art of life? Human interaction. [ILLUSTRATION OMITTED] My first definition...
IVR Personalization: Strike the Right Balance: Too Much Familiarity Can Repel Customers, So Designers Must Take Pains to Build the Right Systems
[ILLUSTRATION OMITTED] The value in deploying an interactive voice response (IVR) system is its ability to service customers without the need for a live person. While that's generally regarded as an advantage in speed, cost efficiency, and resource...
Marketing beyond the Cloud: Technology and Strategy Convert Customer Interactions into Actionable Insight
SMART MARKETING organizations find that to engage with customers across channels and devices, marketers must collect interactions across channels, maintain data as a trustworthy asset, and leverage this information for insight. [ILLUSTRATION OMITTED]...
QM Picture Grows Blurry: Vendors Deliver a Broad Suite of New Functionality
[ILLUSTRATION OMITTED] The quality monitoring (QM) marketplace is an enigma. At first blush, a mature market appears--these products have been shipping for decades--rife with commodity products. But a closer inspection reveals a range of new capabilities...
Renting the Rubber Room: Apartment Hunting Reveals What Happens Behind Closed Doors
IT'S MOVING TIME for my girlfriend and me--and our cats. Even better, we're all moving to the same place again, abandoning the comforts of a Queens neighborhood to answer the siren call (I hope it's not a fire truck) of Brooklyn. I realize that these...
Rewards for Reliability: Telco Loyalty Programs Increasingly Have the Right Ring
New research from Accenture points to a growing market for loyalty programs among telephone and Internet service providers, and customers seem ready to let carriers shower them with rewards. According to Accenture's Global Consumer Survey, customer...
Savings Follow BlueCross BlueShield to Tennessee; Nexidias QuickStart Helps Health Insurer Reduce Call Times and Volume and Improve Self-Service on the Web
[ILLUSTRATION OMITTED] BlueCross BlueShield of Tennessee offers health insurance services to more than 24,000 companies and 5 million people nationwide, including 3 million across the state. Last year, the insurer handled more than 66 million claims...
Taco Bell's Meaty Marketing Campaign: After a Lawsuit Questioned Quality of Its Beef, the Food Chain Aggressively Disseminated Its Side of the Story
When Taco Bell launched its "Thank You for Suing Us" campaign shortly after a lawsuit was filed claiming that there was very little meat in the company's seasoned beef, some were left scratching their heads. But for the fast food brand, the marketing...
Taking the Lead: Sales and Marketing Teams Must Be Connected for a Win-Win Scenario
Dan McDade founded PointClear, a prospect development company, in 1997 to assist business-to-business companies with complex sales processes. As CEO and president, McDade has written a 100-page book titled The Truth About Leads, highlighting the spaces...
The Feminine Marketing Mystique: How to Demystify Women's Purchasing Behavior
[ILLUSTRATION OMITTED] How well does your organization market to women? If your company is like most, the answer is disappointing, as experts agree that many organizations fall woefully short. Considering women make 85 percent of all household purchases,...