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. 13, No. 7, July

2009 Annual Buyer's Guide
Once again we invite vendors of customer relationship management software and related services to participate in our annual Buyer's Guide. This year you'll likely notice a few new names that you may not have considered in the past. Feel free to visit...
Adhering to Higher Quality: New York Life Streamlines Its Workforce, Vastly Improving Internal Metrics
It's hard to improve upon what can't be measured--or at least upon what can't be spelled out to workers. Many argue that metrics, both internal and customer-facing, drive the contact center. The lack thereof was a slowly building problem facing the...
Branching out toward Data Management: Forest-Product Supplier Weyerhaeuser Builds out Its Master Data Management Strategy with Siperian
* Tell us about your organization. Weyerhaeuser's principally engaged in the growing and harvesting of lumber; the manufacturing, sales, and distribution of forest products; and real estate construction and development. * What were the drivers behind...
Cashing in on Social
Sure, whuffie is a funny word--but hey, social networking's a funny concept. Despite the sometimes impersonal nature of social media--how can I interact with someone I've never met?--the recent explosion in its popularity is a direct result of the...
Contact Centers and the Age of Analytics: A Variety of Applications Promise Revenue Generation and Cost Reduction
FOR YEARS, ENTERPRISES have been using analytics applications in many functional areas, including finance, marketing, and sales. Analytics applications use online analytical processing to facilitate multidimensional analysis that, combined with other...
CRM in the Palm of Your Hand: Three Factors Are Combining to (Finally) Drive Interest in Mobile CRM
IT'S BEEN well over a decade since CRM vendors started to announce access to their applications via mobile devices. I'm not talking about getting your email on your handheld, or synching your contact list between your PC and your phone. I'm referring...
Diaper Duty: With Search-Optimized Customer Reviews, Diapers.com Increases Site Traffic and Online Sales
It only took a few weeks for Josh Himwich, director of e-commerce operations at Diapers.com, to notice the huge lift in natural-search traffic. Sure, it had happened before--when the company ran a promotion or sent out an email campaign, or sometimes...
Innovate Your Way out of a Recession
WITH MORE businesses cutting overhead costs, filing for bankruptcy, and going out of business, it's clear that few are immune to the effects of the current recession. And yet a difficult economy is no excuse for simply doing more of the same and hoping...
Making the Grade: As the Higher Education Sector Finds Itself Struggling under a Heavy Course Load-Short-Term Admissions Problems Made Worse by a Systemic Financial Crisis-Leading-Edge Universities Are Studying Up on CRM
the University of California (UC) state school system seemed to have a happy circumstance with its Fall 2009 freshman admissions. Approximately 127,000 students applied, a 5 percent rise over Fall 2008. Consequently, the admission rate dropped to 72.5...
Matching Pie Slices to Plates: As More Vendors Enter the On-Demand CRM Arena, Profit May Be Harder to Come by. Is Consolidation the Answer?
[ILLUSTRATION OMITTED] Look around and you'll notice a few things. One: The economy is still not so great. Two: Cloud computing is big, and there are an awful lot of software-as-a-service (SaaS) vendors in the CRM market. Three: That means more...
New Beginnings from Within: Improving the Customer Experience Starts with a Hard Look in the Mirror
The mood at the recent Customer Experience Summit (CES) in Chicago was one of hope and opportunity, despite the stormy economy and the Windy City's stormier weather. At a time when retaining and building deeper relationships with customers is of the...
New Routes to New Customers: A Customer-Centric Approach for Emerging Markets
RAPID GLOBALIZATION. Extreme market volatility. Heightened business risk. Uncertainties over consumer behavior. Facing all this, companies need to focus on existing customers to withstand short-term pressures and lay the groundwork for growth in the...
Pint of View: A Revolution in Customer Centricity: It All Started with Sales Tax
AH, JULY: the month when we celebrate the birth of the United States of America, mostly by drinking heavily and lighting off illegal fireworks smuggled in from Mexico and China. Hopefully it won't rain this Independence Day, but there's not much I...
Rousing from a Slumber: The PRM Market-Often Seen as a Quiet Backwater-May Be Entering a Revival, Particularly among B2Bs
PARTNER RELATIONSHIP MANAGEMENT (PRM) is pretty much what it sounds like: the strategies, processes, and software tools to organize and optimize external relationships. And though PRM's goal is to "close the loop" between you and the other companies...
Search Engineering: Your Customers Are Searching for You. Unfortunately, If You Don't Come to Grips with Search Engine Marketing, You're Making It Harder for Them to Find You
When Barbara Coll decided to leave a thriving career in Web analytics in 1998, she headed instead to search engine marketing--except there wasn't yet a phrase for it. Coll simply focused on driving low-cost, high-quality traffic to Web sites. Over...
Simplementation: 10 Tips to Smooth Your CRM Initiative
In the classic Walt Disney movie Mary Poppins, the children agonize over cleaning their pig sty of a nursery. They dread reassembling spilled puzzle pieces and piling dolls and jack-in-the-boxes back in the toy bin--that is, until their clever nanny...
Smooth Sailing: Travel Dynamics International Finds That Adding a Real CRM System Can Lead to Unexpected Destinations
There are sea cruises, and then there are sea cruises. Travel Dynamics International (TDI) specializes in the latter. The New York-based provider of luxury travel has been operating since 1969, booking small-ship expeditions to historical sites and...
Taking the Measure of Social Media: Experts Insist That Social Media Is Measurable-It Just Depends on How You Define Your Metrics
Measurementcamp Wiki calls itself an "open-source movement to make sense of social media measurement." There's certainly enough chaos to warrant an effort at sense-making. The impact of social media, according to the wiki, can be categorized under...
The Next Generation of Contact Center Business Applications
INTRODUCTION Today, more than ever, in a challenging and uncertain business environment, companies must strive to retain their customers while reducing operating costs. Contact centers who are on the front-line of the enterprise need to improve...
The Post-Recession Customer: From Now on, Consumers Will Be Saddled with Residual Uncertainty
ANY ATTEMPT to divine the future in the midst of this economic environment--a no-visibility recession that may well be a depression--may seem outrageous, or at least out of line. But I recently received a request from a global corporation to address...
Whuffie Doesn't Grow on Trees: Forget Money: Trust, Transparency, and Value Represent Today's Social Currency
[ILLUSTRATION OMITTED] Tara Hunt's got whuffie. When the author and social media consultant blogs, or updates, or twitters, people tend to listen--and react. Take, for instance, an encounter Hunt had with UPS last year. Having rearranged her...
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