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. 6, June

Can Mobile Help Clarify Confusion over Reforms? New Federal Laws Have "Thrown Everything Up for Question"
The biggest change in the healthcare industry is the new federal reform laws. Although healthcare reform is targeted more substantially at the insurance side of the industry, Liz Boehm, principal analyst at Forrester Research, says it will still have...
Customer Centricity, Master Data and the "360-Degree View"
INTRODUCTION When reviewing the popular literature on customer data integration and master data management (MDM), a frequently recurring business driver is the ability to establish a "360-degree view of the customer." The allure of this appealing...
Geolocation: Advertising's Future or 1984 Revisited? the Promise of Sending Tailored Ads to Customers' Mobile Devices Is Appealing, but Privacy Issues Remain
Airship One, Oceania, the setting of George Orwell's science fiction novel 1984, was once considered unrealistic and even ridiculous. Constant war plagued the imaginary province, and the government manipulated its citizens with mind control tactics...
Mobile CRM: The Quiet Explosion: Growth Is Sparked by the iPad's Popularity among Businesses and the Ability to Send Actionable Insights to Sales Reps
THE PAST YEAR has brought a seemingly endless stream of opinions and forecasts on how social CRM--interacting with, and monitoring the actions of, customers and prospects through the Web, social networks, and other digital methods--is the next must-have...
New-Gen WFM Solutions Make a Real Difference: But Many Require a Trade-Off between Accuracy and Ease of Use
THE CONTACT CENTER workforce management (WFM) market has finally come to life. A new generation of solutions the past couple of years has brought fresh features, capabilities, architectures, services, pricing, and delivery models. Some of those offerings...
Peer Power: Online Communities Foster Customer Loyalty by Doing What Traditional Contact Centers Cannot
[ILLUSTRATION OMITTED] Not long ago, Specialized Bicycle Components, a Morgan Hill, Calif.-based designer and maker of bicycles and related equipment and apparel, received an alert from its social media monitoring software that a customer had posted...
Pint of View: Thank You for Your Business: Eagerness Makes a Difference to Customers
AS YOU MAY KNOW, I recently moved to Brooklyn to take advantage of a cavernous apartment with a decent kitchen, at a pretty impressive price. Apartment rentals being what they are in New York, you can guess that I had to give up something to get those...
Pizza Chain Goes Extreme on Facebook: The San Francisco Company Partners with eWordofMouth to Generate a 99 Percent Increase in Facebook "Likes"
Extreme Pizza, a nationwide chain with more than 45 locations, has been decorated with many awards for quality food and service, including Best Pizza in San Francisco, the East Bay, and the Bay Area. Ranked as one of Inc.'s 500 fastest-growing companies...
Post While You Shop or Eat: Smartphones Allow Consumers to Share Their In-Store Experiences Moments after They Happen
Nearly 25 percent of all shopping conversations are posted online by consumers while they are physically inside a store, according to a study released by ListenLogic, a social media intelligence firm. Whether it's shopping at an electronics retailer...
Radian6 Deal Enables Salesforce.com to Monitor the Social Web: Valued at $326 Million, the Acquisition Brings Social Media Monitoring Platform to CRM Giant
[ILLUSTRATION OMITTED] After two or three months of speculation that such a deal might occur, Salesforce.com put an end to the rumors March 30 by announcing it plans to acquire Radian6, a provider of one of the top social media monitoring platforms,...
Radian6 Sees Cloud Computing as Future of Marketing: Overshadowed by News of a Deal with Salesforce.com, Radian6 User Conference Stresses Need to Engage with Customers, Not Bombard Them
Radian6's Social 2011 user conference opened in Boston shortly after news of the Salesforce acquisition broke. Though many were curious to hear what Radian6 had to say about the Salesforce acquisition, CEO Marcel LeBrun said the companies would speak...
Reigniting Fireclay Tile's Outdated Flame: Transition to Salesforce CRM Brings Savings, Ease of Use
[ILLUSTRATION OMITTED] Although Fireclay Tile relies on old materials to convert to its handmade tiles, the San Jose, Calif.-based team needed a fresh start back in 2009. The sustainable tile manufacturer had been using a customized FileMaker...
Rural Arizona Drives Home Service: Pinal County Speeds Responses and Cuts Costs by Switching from a Hosted to an On-Premises Contact Center Suite
[ILLUSTRATION OMITTED] Pinal County in rural central Arizona is home to 325,000 residents who are as diverse as the area's landscape. From its county seat in Florence, 42 government agencies routinely interact with citizens through the Citizen Contact...
Socially Graceful CRM? Why the Old Rules of Etiquette No Longer Apply
[ILLUSTRATION OMITTED] [ILLUSTRATION OMITTED] March 21 marked the fifth anniversary of Twitter, which began when cofounder Jack Dorsey tweeted that he was "just setting my twttr," according to Time magazine. On February 4, Facebook celebrated...
Social Media's Advocacy Paradox: Businesses and Consumers Have Different Perceptions, Study Shows
IF THE MAJORITY of customers who engage with businesses via social media are already brand enthusiasts, are social media really helping companies increase customer reach and advocacy? A 2011 global study on social CRM by IBM's Institute for Business...
There's No "I" in Company: Companies Need to Shift from a "Me First" to a "We First" World, Author Warns
Simon Mainwaring is CEO and founder of We First, a social branding and consulting firm dedicated to creating positive change to generate profits and help communities in need. His new book, We First, addresses the needs of the Third World and the shrinking...
Use Social Media Proactively: Leveraging Sites like Facebook and Twitter Is Critical
YOU'VE TRIED to avoid it, but more and more customers are using it, and you have no choice but to deal with it. The "IT" is not your old foe, the information technology group; rather, it is social media, a phenomenon that profoundly influences the...
Why Should I Trust People like Me?
FOR THE PAST FEW YEARS, industry consultants and analysts have promoted the promise of peer-to-peer social networks as part of an overall customer interaction strategy. They've argued convincingly that organizations and customers alike could benefit...