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. 4, April

Answering the Call: A Russian Telecommunications Company Turns to CRM to Improve Customer Service
The Russian cell phone market has experienced tremendous growth in recent years, leaving wireless providers in that country struggling to serve an abundance of customers. MegaFon-Moscow, a division of MegaFon Group, is one of three telecom providers...
Business Problem: Tech Solution: Web Self-Service: The Call Center Is Overwhelmed with Basic, Repetitive Inquiries
With the average agent-assisted phone call as much as 30 times more expensive than a Web self-service interaction, properly implemented Web self-service solutions can save a company time, resources, and money. Web self-service provides timely, relevant...
Customer Satisfaction at Its Best
For nearly 40 years, J.D. Power and Associates has been synonymous with measuring customer satisfaction and helping businesses understand what customers really want. For many industries, its trophy has become as recognizable as the Oscar. In the book...
Destination CRM Dashboard
* Gartner Releases Its BI Magic Quadrant. Business Objects, Cognos, Information Builders, and SAS Institute are setting the standards in BI, according to Gartner's "Magic Quadrant for Business Intelligence Platforms, IQ06." The companies are listed...
Executive Support: The Most Important CRM Success Factor: How Weak, Moderate, and Strong Support from the Brass Yield Different Results for CRM Implementations
OVER THE PAST 21 years ISM has had the pleasure of providing strategic CRM advice to dozens of best-in-class organizations in the private, not-for-profit, and government sectors. For organizations that have succeeded in their CRM initiative, executive...
Full Suite versus Best of Breed
MAKING the wrong choice between implementing a full-suite solution or a best-of-breed application can be a disastrous career move for any executive. However, a close look at our third annual Service Leader awards reveals that in some areas within the...
Making SOA Pay Right Away: These Five Projects Can Deliver ROI within Six Months
Service-oriented architecture (SOA) is the next big thing in enterprise software, but sometimes--especially with infrastructure--bigger isn't better, and it's hard to know where to start. IBM knows where. An SOA development leader (courtesy of its...
Meet Expectations before Trying to Exceed Them: By Trying to Reduce Costs, Companies Reduce the Overall Value They Provide to Customers and Drop Performance below Customer Expectations
IN THE PURSUIT of delighting customers, companies are rushing to declare a new frontier: exceeding customer satisfaction. The problem is, companies are often so far removed from meeting even basic customer expectations that exceeding them is almost...
Pint of View Taxing Your Patience: Customer Relationship (Mis) Management Meets the IRS
I ALMOST FEEL SILLY writing this for an April column, since most businesses pay their taxes quarterly, and their first due date is March 15, not April 15. Still, anybody who hasn't lived his or her entire life self-employed knows the sphincter-tightening...
SAP's On-Demand Vision: What Can Customers Gain from the Software Giant's Hosted Offering?
SAP AG unveiled its first on demand solution in February, opening the doors for thousands of the company's current ERP customers to finally make the leap to CRM without the high costs or having to commit too much time. Analysts agree the German software...
Sharpen the Focus on Agent Training: Bring Specialized Agents into the Mix to Enhance Service Levels for Wireless Companies as CSRs Work to Understand New Products and Services
As wireless companies increase their offerings, training CSRs and delivering timely and adequate information needed to resolve inquiries grow increasingly difficult. According to a J.D. Power and Associates 2006 study, "Wireless Customer Care Performance...
Super Bowl Marketing Fumbles
More than 90 million people watched Pittsburgh's victory over Seattle at this year's Super Bowl, many of them caring more about the commercials hyped than about the game itself. But if the ads weren't memorable or if they offended potential customers,...
The Scientific Reason for CRM Failure: Part II: Reduce Resistance and Increase ROI with Change Management
IN THIS COLUMN last month I wrote about the cause of CRM failures--a tiny, almond-shape part of our brain called the amygdala. It's the part of the brain that interprets change as threatening, and kicks in the biochemical hormones that say You are...