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. 10, No. 12, December

2007: The New World of Sophistication; from Mashups and Analytics to Melanges and Intimacy, in the Coming Year CRM's Evolving Opposable Thumbs Will Add Dexterity to Business Processes
The specifics were always a surprise, but 2006 had the sorts of twists and turns we've come to expect. And because the business world is neither static nor tame, December's issue always seems a good one through which to reflect on what we saw in the...
A CRM Manufacturing Makeover: J & H Machine Tools Decides It's Time to Renew Its Out-of-Date CRM System
Robby Johnson, Information Systems Supervisor at J & H Machine Tools | as told to Colin Beasty * What does your company do? We're a value-added reseller of metal-cutting machine tools. We not only sell the machines, but we also install them,...
All about the Data
EVERY YEAR at this time CRM magazine takes a look back and a look forward at the industry to give readers a sense of where it's going as it matures. Senior Editor Marshall Lager observed last year in "The Year in (P)review" (December 2005) that "data...
Allconnect: Making Convenience Convenient
Moving a household is always a hassle, and Allconnect is in the business of reducing the hassle as much as possible. Allconnect enables customers to set up services that include telephone, water, gas, cable TV, and waste removal prior to their household...
All Together Now: WFM Centralization; UPC Nederland's Unified Approach to Agent Scheduling Leads to Cost Savings and Upped Customer Satisfaction
Crafting agent schedules for one contact center can be a challenge, but factor in multiple centers--each using its own approach to forecasting--and that challenge can become a workforce management (WFM) nightmare. That was the challenge facing UPC...
Analytics Brought to Bear: How Strength in Numbers-In This Case, the Analytics of Customer Data-Transforms Sales Teams into Sales Forces
Salespeople crave customer information. They hunger to gain that critical piece of insight about a customer that spells the difference between an opportunity and a closed deal. And for as long as there have been SFA applications and CRM systems collecting...
Business Problem: Companies Lack the Ability to Draw Insight and Intelligence from the Vast Pools of Customer Data They've Collected. Tech Solution: BI Reporting and Tracking Tools
All organizations have data, and each is under pressure to use that data to create insights and intelligence for making good business decisions. Problems arise with the sheer volume of data available, and with lack of structure: How can everyone access...
Companies 2 Customers: ILU; as Text Messaging Becomes a Hot Direct Marketing Channel, Marketers Must Be Careful That the Message Is Helpful, Not Harassing
Cell phone in-boxes just may be the next direct marketing holy grail. Now that 90 percent of cell phones in the United States have texting capability and 95 million Americans consider themselves active text messagers, the short message service (SMS)...
DestinationCRM Dashboard
* Who's Afraid of Big, Bad Outsourcing? "Can I help you with your problem?" means the same thing all over the world. A report from Jupiter Research finds that despite the hype around customers' aversion to outsourcing, only 17 percent of online customers...
Don't Put It in Writing: Never Has "Know Your Audience" Resonated So Much
HERE IN THE UNITED STATES we have a number of freedoms for which to be grateful. High on the list is freedom of the press, without which I'd have to annoy people in person. Everybody with something to say has the right to say it, even if they have...
Fixed Dialing: Telemarketers Taking the Ostrich Approach to DNC Compliance Is a Nonstarter for Enterprises. Refresh Marketing Initiatives to Ensure That the Rules Are Followed and Reach Your Target Audience More Effectively
It's been roughly three years since the National Do Not Call (DNC) Registry legislation went into effect, yet many marketers continue to hide their heads in the sand when it comes to regulatory compliance standards surrounding their outbound initiatives....
Gen Next?
The old marketing model is broken, and it can't be fixed. It must be replaced with concurrence marketing. In their new book, Coming to Concurrence, authors Walker Smith, Ann Clurman, and Craig Wood explain that consumers now possess the tools, technologies,...
Getting Executive Buy-In: A Pocket Guide; Don't Take It for Granted, Define the Initiative's Goals from the Jump, and Closely Link the Organization's Business Direction to the Initiative
THE CONSENSUS among speakers and attendees at September's destinationCRM 2006 conference and exhibition was that many organizations are now taking time to ensure that their customer-facing business processes are enhanced prior to applying CRM automation...
Going Full Auto with SFA: Separate the Wheat from the Chaff by Automating Key Sales Processes for Maximum Return on SFA Dollars
Sales force automation is a big country, both in terms of what it includes and the potential benefits to businesses. It's easy to assume that SFA is just one piece of technology, or that it can be added all at once to an organization's sales process....
Juiced Up Self-Help: European Energy Provider ScottishPower Tones Its Customer Service with a New Web Site That Allows Customers to More Effectively Help Themselves
ScottishPower supplies energy to more than 5.2 million homes and businesses in the United Kingdom, but the company was running out of steam when it came to answering its own customers' queries. As a leading developer and provider of renewable energy...
Leveraging the Employee Life Cycle: Four Ways to Stem Sales Force Turnover
RETAINING good sales reps is a constant challenge for businesses today. According to the Bureau of Labor Statistics, in 2005 the national average for turnover rate for professional and business services, including sales, was 58 percent, an increase...
Shocking! Some Energy Companies Are Deploying CRM Systems for Cost Cutting; Others Are Focusing on Customer Acquisition and Retention
CRM stands for Collect Ratepayer Money. At least that has been the joke within the utilities space about how many energy companies interact with their customers. Customer relationships with energy companies have sometimes been viewed as, quite simply,...
Statistically Speaking
* This year's online holiday retail sales will grow to $32 billion, an increase of 18 percent over last year's holiday season, according to Jupiter Research's "Online Retail Holiday Forecast, 2006." The report also contends that 114 million users,...
Telus: How to Achieve ROI; Callidus Calls a Telecommunications Company to Success
Salespeople are famous for their can-do attitude and self-confidence, but in 2003, Telus Communications, an $8.2 billion Canadian telecom, realized its sales incentive management system didn't match its reps' go-get-'em energies. Telus serves 10.3...
The BI Tools Bonanza: Simple, Rewarding BI Tools Have Been Developed over the Past Three Years, Quietly Accelerating Marketers' Ability to See and Hear
Marketing without using metrics is like going hunting with earplugs in and a blindfold on. Campaign managers, like hunters, are much more likely to hit the mark if they can assess the situation during the hunt--or campaign--through their senses: spotting...
The End of Call Centers? A Conflict Is Brewing between Groups Focused on Managing Costs and Those Focused on Generating Profit
ON-DEMAND computing is beginning to disrupt the call center. We are all familiar with the disruptive innovation that started with SFA, but that was simple compared with what we'll see in call centers' futures. When on-demand first appeared there...