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. 6, June

A Green Light for Marketing: The Onus Is on Marketers to Go Green through Their Actions, Not Their Words, as Consumers Become More Environmentally Aware
When marketers see green it's usually the faces of past presidents; however, more marketers are starting to view the color in a different shade. Ecofriendly marketing has gained popularity among companies in the past year, largely propelled by growing...
Buying into the Customer Experience: The Retailers That Focus on Delivering a Seamless Customer Experience Have a Markedly Stronger Chance of Cultivating Customer Loyalty
It's become progressively harder for retailers to compete based on price over the past few years. Retail subsegments in crowded marketplaces have seen low-cost online pure plays and big-box stores with substantial supply chain efficiencies continue...
Cleaned-Up Visibility
When a platform switch left the City of Tampa Solid Waste Department (SWD) with no visibility into its call center activity, the department realized it needed to do some in-house disposal. The SWD, which provides refuse collection, disposal, and recycling...
Content Management Is for Lovers (and Clydesdales): A Government Site Fosters Community Love through a Fresh Web Upgrade
It is not easy to fit an entire state on one Web site. However, that lofty goal is Virginia.gov's mission. Virginia residents can--from the site's homepage--check the weather, file their taxes, pay for a traffic ticket, or find out what's on offer...
CPM's Golden Opportunity: A Financial Services Firm Turns to Hyperion to Consolidate and Analyze Data from across the Globe: Tim Head, Service Manager, Opportunity International as Told to Colin Beasty
* Tell us about your organization. We're a microfinance firm that provides financial services and training to poor entrepreneurs around the world who don't have access to financial services in the commercial banking environment. These are companies...
CRM: Helping Salespeople Sell
There is an odd notion in many IT departments that the salespeople in their organization are all the same. This thinking is flawed, of course. Yet when IT departments install the organization's sales force automation (SFA) software, they tend to...
Custom Fits: Whether off the Shelf, on Demand, or Built in House with Open Source Software, Companies Will Need to Customize Their SFA Systems
NO MATTER THE STRIPE or flavor, it's likely that that new SFA solution the company implemented won't do what the business needs it to do. This reality, while unsettling, isn't all bad: Tinker with the software a little, or let your consultants, vendor,...
Dirty Little Data Secret: CRM's Real Truth Requires Enterprises to Clean Up-Reorganize-Customer Information with Data Integration Solutions, Web-Services Technology That Integrates Data Applications
DESPITE CRM'S RAPID EVOLUTION AS A BUSINESS PROCESS standard, some companies remain vexed by its frequently fuzzy ability to identify a customer at the point of interaction. While the days of messy CRM experiences like integration flameouts and legacy...
Extending the Life of Siebel or PeopleSoft CRM Applications with Third-Party Maintenance and Support
CRM applications, like all enterprise software applications that launched during the heyday of client/server, have reached a degree of maturity. While no horizontal or industry-specific CRM application can meet all customer needs out of the box,...
Gunning the Sales Accelerator: An Outdoor Recreational Products Maker Cruises to Better Results with Sales Progress Training
Many adults hate going to school, especially for something they feel they already know. This is a particular problem with salespeople, who are often forced into sales training to learn to use new tools and techniques that are supposed to make them...
Know All, See All: Salesforce.com Helps a Company Specializing in Energy and Security Management Services Connect the Field to the Office
If you think boosting the productivity levels of onsite employees is a daunting task, try improving the efficiency of your field service technicians while being in the dark about their on-the-road whereabouts. That was the challenge facing TEMSCO Solutions,...
Lord of the Undead Vendors: He'll Saaaahck Your Braaaahnd
(CUE SPOOKY ORGAN MUSIC) It haunts a crypt up in the mountains, in the dark, brooding gloom of San Mateo. When darkness falls, some ... thing rises from a grave to feed on the blood of living CRM vendors. A shadow flits across the moon--fangs sink...
Making the Pivot: There's a New Playing Field in Customer Experience Management
THE VERY BEST athletes shift the momentum of their game at critical moments and as spectators this pivot can take our breath away. Any sports fan can recall a game-changing play that enabled the team to take the upper hand and demoralize the competition....
Maximizing Revenue Generation Using Sales Software
You want to build and deploy a highly productive sales team with a consistent methodology, rapid communications, and the sales resources they need to pursue, forecast, and deliver increased sales revenue. Here are some Best Practices to make sure...
Moving beyond the Buzz
In a consumer-driven world where social networking, MySpace, blogs, and podcasting rule, prepackaged and mass-targeted campaigns are dead; word of mouth is king. While many companies believe that expensive campaigns and elaborate slogans will do the...
Re: Tooling
Business problem: valuable customer data is scattered throughout disparate data sources. Tech Solution: Extract, transform, and load tools. Companies have valuable data languishing unused in multiple areas; moving that information from one place...
Sales Compensation Management: Are You Driven to Succeed?
Sales compensation should be one of the most powerful tools sales managers use to drive performance and revenue growth. Well-designed and well-managed compensation plans serve to align sales representatives with the goals of the company, clearly...
SAP Loses Visionary Agassi over CEO Rift
Shai Agassi's resignation from SAP in late March triggered a major realignment of the SAP executive board and has left industry pundits and customers alike wondering how the exit of the whiz kid will influence SAP's product strategy and road map. Agassi,...
True 360[degrees] Visibility: The Silver Bullet for SFA
For years, the mantra for SFA and CRM systems has been to achieve a 360[degrees] view of the customer. The sad truth, however, is that traditional standalone Sales Force Automation solutions are not able to deliver this complete view for the sales...
Truly Mobile Strategies: Wireless SFA Solutions Require Access to Data on a Broader Array of Applications on Larger Platforms
THERE has been a great deal of talk lately about the CRM of the future. Words like customer experience and CRM 2.0 crop up frequently, and that's good and welcome--but the conversation focuses almost exclusively on the software side of the equation....
We Can't Rewind, We've Gone Too Far: Stop regarding Video as Another Technological Nuisance-Video Will Achieve the CRM Trifecta of Lower Costs, Better Service, and Happier Customers
WHEN I WAS GROWING UP I watched films like Blade Runner, in which videophones seemed to be another looming technology and inevitable communication channel to look forward to. Although CRM delivered through contact centers usually means voice interactions...
Wise Guide: Knowledge Management Processes Increasingly Work as Part of an Organization's Resolution of a Core Contact Center Conundrum: Improving Service Experience While Trimming Costs
Financial success for an enterprise can boil down to what employees--the most valuable internal business resource--know. How to effectively, efficiently push relevant information to customer-facing employees is one of the goals of a knowledge management...
You Drive Intelligence
WE'VE WARNED our readers countless times that they shouldn't expect CRM software to be a business panacea. For the most part, the warning has worked--organizations are more knowledgeable about what to expect from their CRM technologies and, as a result,...
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