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. 1, January

A Customer Resolve Mandate: There Is No Better Time to Retune Marketing, Sales, and Service Operations-It May Influence Customer Loyalties Later in the Year
COMPETITION is fierce in today's market regardless of the industry under discussion, and that competition has made customer loyalty about as elusive as El Dorado. For instance, nine of 10 consumers surveyed in the United States and the United Kingdom...
Breaking News: A CRM Success Story: The Cincinnati Enquirer Turns to WebSurveyor to Help Guide Its Editorial Direction
* What problems were you facing? These surveys are helping us guide the strategic changes in our company. We're a 165-year-old newspaper company evolving into a multimedia organization in the 21st century, and internal change was called for in order...
Forecasting a Flap: Econometrics Has Long Been the Province of Ph.D.S, but Applications for Marketers Are Emerging Via Automated User Interfaces and B1 Reporting Tools
There's a chaos-theory concept that refers to how a small, seemingly unimportant action in one part of the universe creates massive change in another part of the universe. The idea is this: Does the flap of a butterfly's wings in Brazil set off a tornado...
From Crayons to Calculators: The Transition Marketers Have Had to Make-From Creative Souls to Metrics Mavens-Has Occurred Quickly over a Relatively Short Period of Time. Here, a Brief on Recent Developments and Some Tips for Remaining Competitive
More of an art, less of a science has been a popular way to describe the marketing world's behaviors. That world is undergoing a sea change now, and marketers have had to put down their crayons and pick up calculators. The reasons? Finance departments...
Head to Head: NetSuite and Salesforce.com: The Companies Release Customization Platforms for On-Demand, a Move That Reduces IT Risk, Yet Could Spell Trouble for Midmarket CRM Providers
Looking to dispel the long-held notion that on-demand applications aren't customizable, Salesforce. com and NetSuite both unveiled their first customization and development platforms in October 2006. The vendors have, in the process, placed themselves...
Home Bodies: Cut Contact Center Operating Costs, Reduce Churn Rates, and Up Flexibility-A Serious Look at the At-Home Agent Model: If Your Company Is Anything like Mine, at One Time or Another You've Traded in Your Business Casual Attire for a Pair of Jeans and a T-Shirt to Work from Home
Every member of our CRM magazine editorial staff has conducted interviews, filed stories, and edited copy from home for various reasons, from recovery from surgery to having plumbing repaired. CRM's editors typically rely on telecommuting for these...
Mailing Lists: Slimmer and Trimmer: A Financial Planning Company for Retirees Collects a Hefty Pension after Altering Its Poor Targeting Practices
Joshua Mellberg thought he knew his customers.As the senior advisor and owner of Senior Advisors Wealth Management (SAWM), a financial planning service provider for retirees, Mellberg had worked closely with hundreds of older men, women, and couples....
Making the Grade: E-Learning Deployments Earn Straight a's When Used in Conjunction with Formal Classroom Training
it may be hard to believe at this stage of CRM's development, but most organizations still receive poor grades when it comes to providing comprehensive--even adequate--training for service and support professionals. Want proof? According to a report...
Marketing, the Internet, and Brilliance
IN KEEPING with the age-old tradition of a new year bringing a fresh start, I'm presenting a great idea that I recently spotted, which may ignite one for your company. A feature story in CRM magazine's March 2006 issue ("Thinking Outside the Mail(box)"...
Money for Future Muscle: CRM Investment Continues to Increase in the Vertical as Companies Turn to PRM, Analytics, and Order Management to Get a Tighter Grasp on Customers
There's a lot of space separating the company and the customer in the manufacturing industry. However, manufacturing is one of the verticals in which CRM adoption is growing the most quickly today. In a buyers' market where partner relationships are...
Nobody Can Stop the Shopping: CRM Project Teams Will Continue to Purchase Technology throughout 2007
FEELING BURNT OUT from the holiday gift-giving season? Well, here's a sobering thought for the CRM industry: The watchwords in the new year may well be shop till you drop. Many companies will continue to purchase additional technology throughout 2007,...
Proven Sales Warfare Strategies
Author Steve Martin introduced the concept of the heavy hitter in his first book, Heavy Hitter Selling: How Successful Salespeople Use Language and Intuition to Persuade Customers to Buy. Now, in the follow-up to that sales primer comes Heavy Hitter...
Re: Tooling
Business Problem: The call center needs to strike a balance between call volumes and quality of service. Tech Solution: Quality Monitoring Tools Your business is increasingly challenged to capture, manage, and learn more from the complete range...
Sage's Sibling Reliability
CRM implementations often concern massive corporations calculating sales leads and dollar signs, but Big Brothers Big Sisters of Greater Rochester (BBBS), with its powerful mission to keep kids off drugs, in school, and feeling loved through one-to-one...
Shall We Dance? It Takes Two to Tango-A Customer-Company Relationship with Only One Partner Doing Its Part Will Fail
MUCH has been written about organizations' responsibility to delight customers by improving their experience and solving their problems--in short, about loving them. Very little is written about customers' responsibility. Strativity Group has, through...
The Contact Center Ads Up: Phone-Based Advertising Can Enhance a Company's Bottom Line, but There's a Chance of Adding to Customer Frustration If It's Not Done Right
Several savvy companies in the multibillion-dollar directory assistance market have recently turned it on its ear by applying online advertising methods. Similar to the way ads are generated by Google's free search engine, some directory assistance...
The Devilish Drift: Watch Your Step on the Slippery Slope
JUST WHAT are we willing to do for money? It's a question that gets asked fairly often, usually in a truth-or-dare setting, but it's relevant to the whole concept of business. The question speaks to what value we assign to objects and actions, and...
TUG Sellers Get a Helping Hand: Sales Process Automation Helps out Hospital Automation
Now that the Star Wars movies are finished, it appears that R2D2 has found a new job in hospitals. Aethon makes TUG, an automated courier system for the delivery and tracking of hospital goods and supplies. Rather than sticking health professionals...
When Disaster Doesn't Strike: Lagan Technologies Helps Minneapolis Launch a 311 System to Provide Information on Municipal Issues and Nonemergency Services
The importance of 911 is undeniable: Crime, life-threatening situations, and emergencies are inescapable, so for a large city like Minneapolis, not having a centralized number for accessing services and information increases nonemergency calls to the...

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