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. 11, November

Cast a Narrow Net: Marketers Can't Afford to Target Every Fish in the Sea. with Better Aim and Finely Honed Tools, They Can Take More Time to Invest in Their Customer Relationships to Create Highly Compatible Lists
Without customers, marketing efforts obviously fall on deaf ears. But without the right customers, you likely end up with the same results anyway. Almost every business relies on a healthy--and hopefully hefty--customer list; but raising a list in...
Checking the Pulse of the Contact Center: Contact Center Performance Management Provides a Holistic View of Agent Performance; Use That Data to Spur Desirable Behaviors That Will Help Reps Beat Center and Corporate Goals
We're all aware that the contact center typically collects and houses more information than any other department within an enterprise. But no contact center has ever optimized its performance--and subsequently the performance of the overall business--by...
Contact Center Surveying Is Essential: The Surveying Market May Be Fragmented, but That Doesn't Diminish Its Importance
THE BEST WAY to determine if customers are satisfied with your products and services is to ask them. This may seem obvious, but it is often overlooked amid the many demands of day-to-day operations. Systematically collecting and taking action on customer...
Delivering Clarity to Knowledge Management: Best Practices for Combining Business Intelligence and CRM
Knowledge, understanding, insight, enlightenment. Knowledge in its many forms is critical to success in today's competitive environment. And critical to the success of the knowledge creation process is business intelligence (BI). Knowledge management...
Do's and Don'ts: Best Practices for Survey Success from Vovici
DON'T ... Ask too many questions It's easy to ask too many questions or include questions that are very complex. Avoid questions that are too granular and try not to incorporate topics without a clear focus. You can easily scare away or confuse...
Gianforte Talks CRM: The Industry Rebel-And Founder and Chief Executive Officer of RightNow Technologies-Sits Down for a Chat
RightNow Technologies held its ninth annual user conference in Colorado Springs, Colo., in late August. During that 2007 RightNow Summit, CRM magazine Associate Editor Coreen Bailor chatted with Greg Gianforte, chief executive officer and founder of...
Have You Caught It? Disappointing Numbers Have Convinced Many Marketers to Decrease Their Viral Marketing by 55 Percent Next Year, but Viral Isn't to Blame
[ILLUSTRATION OMITTED] Viral marketing is exciting, and understandably so--it's a marketer's dream that by simply planting a video, consumers will not only find it, but also spread it far and wide. But as hot as viral marketing is, the dream won't...
Knowledge Management for "Stand Out" Customer Service: 6 Best Practices from the Global 2000
[ILLUSTRATION OMITTED] Customer service has emerged as one of the few remaining differentiators that businesses can sustain over time. Companies that are winning in this environment provide "stand-out" customer service by using knowledge to empower...
Modern Times, Modern Methods: As Business Models Become Increasingly Complex, More and More Processes Are Shunted to Automated Systems. but the Best Examples Never Lose Touch with the Human Element
Workflow automation conjures images of assembly lines, factories, and robots, but we deal with the concept all the time even if our jobs don't involve manufacturing. Just as organizational charts show how responsibility flows throughout an organization,...
Moving in on Mortgage Delinquencies: The Mortgage Division of a Financial-Services Firm Credits Proactive Communications with Lowering Its Delinquency Rate
Here's a stat that'll unnerve most financial services executives: The rate of U.S. mortgages in default rose to 2.87 percent in the first quarter of this year, exceeding even the worst levels after the 2001 recession, according to data compiled by...
Nailing It Down
For more than half a century, Medina, Minn.--headquartered Rockler Woodworking and Hardware has provided its customers with hardware, tools, wood products, and finishing, along with woodworking plans, books, and videos. The company, which has been...
Policing Better Data: A U.K. Police Department Relies on Informatica to Handcuff Dirty Data
Graham Dawson, HEAD OF INFORMATION SERVICES FOR THE HUMBERSIDE POLICE AUTHORITY | as told to Colin Beasty * Tell us about your organization. Humberside Police is one of 43 police departments in England and Wales, and is responsible for policing...
Predicting Profitability: After Years of Trial-and-Erro, Enterprises Are Finally Developing Innovative Strategies and Incorporating New Software to Allow Them to Identify-And Sell To-Their Most Profitable Customers
[ILLUSTRATION OMITTED] Profitability is the ultimate determinant of a company's success or failure. Yet as crucial as this measure is, it remains a mystery to many management teams, especially at the level of customer profitability. Those assessments...
Primos Hunting Calls Snares Efficiency: Exact Software Delivers a Warehouse System Dog That Will Hunt
In "The Hunter," an Ogden Nash poem, a fellow "conjures up a quacking noise / to lend allure to his decoys."Today, such a hunter might well be conjuring with a product from Primos Hunting Calls. But without good warehouse technology, that call might...
Protecting Your Brand at All Costs
The Brand Who Cried Wolf is a handbook for companies and individuals who want to establish and sustain their most powerful and successful brands. It presents a blueprint for turning typical customers into raving evangelists for life. In the book, author...
RDS Delivery Delivers on Service: Maximizer Enterprise Helps Optimize Shipments and Company Trust
According to its Web site, RDS Delivery Service assures its customers that deliveries to the Tri-State Area and the five boroughs of New York City will be completed within one to two hours of pick up. But delivery isn't the only thing RDS has to focus...
Re:tooling
[ILLUSTRATION OMITTED] Business Problem: Inability to generate qualified contacts and leads within customer companies Tech Solution: Social networking tools Tech Networking has always revolved around the concept that it's not what you know,...
The Age of Influence
PROFESSIONALS who regularly make intelligent investments in marketing information are more likely to benefit the most in the long run. But what information relevant and how do you relate to potential customers? With the amount of data marketers are...
The Knowledge Management Maturity Model: Transform Your Support Organization from Reactive to Business Centric
When a service desk manager is asked, "Do you use Knowledge Management (KM)?" The answer is often, "Yes". But what "Yes" means can vary dramatically, since the term Knowledge Management within the service desk can mean something different within...
The Mother of Enterprise Information: A New Way of Thinking about Data and Information Generated across All Lines of Business
Perhaps lost amid all the buzz surrounding services-oriented architecture (SOA) is the most far-reaching potential result of all: a Star Trek--like era in which any and all enterprise information, regardless of format, will be made almost instantly...
The Shift to Web Self-Service: Establishing a Knowledge Management Initiative
Most customers expect businesses to have a web self-service offering. According to a 2006 Forrester Research report, customer behavior changes are driving companies to invest more in self-service. Additionally, businesses are realizing the benefits...
The Simple Truth about Complex Manufacturing: Tech Firms Need CRM as Much as Any Other Company-And Sometimes Even More
There's a long-standing (and wrong-headed) belief that CRM technology can be a cure-all for a company's operational woes. There's an equally long-standing (and equally wrongheaded) perception that high-tech manufacturers and vendors don't need CRM....
The Year (and Decade) of the Tiger: Think You Can Translate Your Brand for the Savvy Chinese Shopper?
WITH A POPULATION of 1.3 billion whose per capita income is expected to double over the next 10 years, and a consumer market that is expected to grow to $14 trillion by the year 2025, it's no wonder foreign companies are investing billions to reach...
Things I Learned at Dreamforce '07: A Few More Takeaways from the Fall's Big Event
TRADE SHOWS are for learning about the industry. New products are on display, fresh partnerships are in the offing, and there's always a chance to stumble upon some new person or player. It's hard to take it all in at once, so we reporters try to give...
Web 2.0 and the Digital Client: Handling the Customers Who Represent the Future of Your Business
IF YOU MISSED this year's destinationCRM 2007 conference and exhibition in New York, you missed a tremendous opportunity to actively participate in the industry's leading learning forum. At the top of the conference, Malcolm Gladwell, the author of...

Oops!

An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.