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. 14, No. 11, November-December

Analyzing the New Customer: Customer Analytics Are Emerging as a Competitive Advantage
CUSTOMERS are more complex--and harder to understand--than ever. After years of economic upheaval, their priorities and behaviors have changed drastically--perhaps permanently. They're more demanding and better informed, and their loyalty is increasingly...
Anywhere Is Everywhere: After Years of Unfulfilled Promise, CRM and Mobile Technology Are Finally Making a Move
With consumers increasingly turning to mobile devices for information and demonstrating an overall obsession with getting information anywhere they go, and workers equipped with mobile appliances for on-the-road sales and service calls, the need for...
Changing the Mobile Channel: Mobile Service Is Finally Catching on with Consumers of All Ages-But Not Everyone Is Embracing the Same Methods
Mobile service adoption is soaring. This year, alone, should see mobile phone subscribers worldwide jump from 4.6 billion to 5 billion by year's end, according to the International Telecommunication Union. That customers can call a contact center at...
CRM's Most Underutilized Feature: The Industry Needs to Overcompensate for Its Tragic Misuse of Compensation Management
VARIABLE COMPENSATION has been a fixture in the sales world for decades, with the promise of commissions, bonuses, sales performance incentive funds, and other incentives viewed as a key factor driving sales behavior. In fact, in CSO Insights' most...
Find the Story in Your Data Storage: Don't Just Store Your Customer Data-Use It
[ILLUSTRATION OMITTED] INFORMATION. It's what we all want, and it seems some people will do just about anything to get it. (If you doubt me, just ask Number 6 from The Prisoner. Yes, the Patrick McGoohan original. Don't bother asking Jim Caviezel.)...
From the Front Lines: Increasing Call-Center Capacity without Adding Resources: How Netezza Corporation Turns Disparate Customer Data into Actionable Knowledge for Customer Service Success
Netezza, the global leader in data warehouse and analytic appliances, serves customers worldwide. Netezza's customer support team handles complex customer incidents, many of which are "adaptive problems", or problems that don't have simple resolutions,...
Google's Instant Ingratification: What Google Instant Means for the Future of Search Engine Optimization
[ILLUSTRATION OMITTED] Election season is typically awash in name-calling and one-upsmanship. This year, however, the CRM industry--and search engine optimization (SEO) in particular--saw some mudslinging of an unusual variety, thanks to the release...
Learning What to Teach: Identifying a Few Dropped Signals Enables Telvista to Filter out More of the Noise in Its Agent-Training Processes
Customer loyalty obviously matters in the contact center industry--but even contact centers themselves need to show a little loyalty. Telvista, a North American provider of customer care solutions to midsize and Fortune 1000 clients, knows this all...
Locking Up Data to Unlock Leads: Astadia and Salesforce CRM Help a Data-Hosting Firm Increase Annual Revenue by 200 Percent to 300 Percent
[ILLUSTRATION OMITTED] A company that hosts highly secure information for professional sports organizations and political institutions knows the real value of data. So when Dallas-based NeoSpire was searching for a new CRM system, a vanilla solution...
Mobile Sales Are Going North
THERE'S NO DENYING the popularity of mobile devices. Published reports have indicated there are more than 4 billion mobile devices worldwide. Of those, roughly 25 percent are smartphones. The meteoric rise in smartphone popularity shouldn't come as...
New Tools and Old Mistakes: Contact Centers Risk Wasting Powerful Technology on the Automation of Imperfect Processes
INDUSTRY ANALYSTS get great perks. There are, of course, the numerous trips to the glitziest of global glamor spots. (Indianapolis? Check. Salt Lake City? Check. Orlando? Check--15 checks, in fact.) Attending all those vendor-sponsored user conferences...
No Longer the Text-Best Thing: Text Messages Remain a Big Part of Any Mobile Campaign, but These Days a Multichannel Approach Is What Really Connects
Marketing may not always get consumers going, but at least one local television station found a way to light a real fire under its mobile messaging. While wildfires devastated southern California in 2007, KNBC, the NBC affiliate in Los Angeles,...
Practice What You Preach: A Provider of Performance Management Software Improves Its Own Marketing Performance
The recent oil spill in the Gulf of Mexico may have renewed the debate over the economic and environmental dangers of fossil fuels, but the tragedy also served to remind companies that operate in such high-risk industries just how carefully they must...
Schools and Social Media: Pass or Flail the Lessons Universities Are Learning about Emerging Technologies
Although the recent recession affected all industries, higher education may have been hit harder than most, with public institutions bearing the brunt of the damage. Those schools, according to Nicole Engelbert, practice leader of technology industries...
Sifting through the Rubble: Oracle's Massive Annual Gathering Garners a Lot of Press-Both Good and Bad
What's the point in sponsoring a conference? Conventional wisdom holds that the real value is the exposure and the lasting impact on current and future customers. If so, someone might have mentioned that point to technology giant HP, which parlayed...
Speaking of Solid Payback: Optimizing Your Interactive Voice Response System May Require Only a Small Investment
VOICE SELF-SERVICE solutions are considered mission-critical by business managers in most North America-based contact centers with more than 150 agents, and these systems are growing in importance in India, Western Europe, and other parts of the world....
Surface-to-Air Missives: A Travel Service for Military Personnel Uses SMS and Live Chat to Ensure Its Customers Can Communicate
Tell us about your company. AnMarc Travel Technology is a Kansas City, Mo.-based company that serves a primarily military-based clientele. AnMarc was formed a few years ago, when I discovered that there really wasn't an efficient way to publish and...
The Rise of the Empowered-Employee Empire: The Coauthors of Empowered Underscore a Newfound Source of Corporate Strength
Today, even the most backward business knows that customers are discussing its products on social networks and blogs. Depending on the brand, these conversations can boost or obliterate a business's reputation. The key to leveraging these exchanges...
Your Customers Are Mobile. Is Your Customer Self-Service Technology Keeping Up? Now Is the Time to Think beyond Voice-Only, Inbound Customer Service
Convenient, on-demand access to information--customers don't just want it, they expect it. Speech and touchtone driven self-service phone portals are commonplace, but few companies have evolved their communications and support strategies to capitalize...