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. 1, January

311: The Agency That Never Sleeps: How NYC's Non-Emergency Contact Center Managed to Flourish in the Downturned Economy, Become Social Media-Savvy, and Meet the Needs of Citizens
[ILLUSTRATION OMITTED] For the city of New York, the discovery of one person's trash has become a call center's treasure. In 2002, while walking down an NYC street with three aides, newly elected New York City Mayor Michael Bloomberg encountered...
Barcodes Reach a New Dimension: QR Code Software like Microsoft Tag and iCandy Is Catching on with Companies to Bridge the Digital World with the Physical
[ILLUSTRATION OMITTED] With the advent of smartphones, appealing to customers on the go is becoming more pressing, prompting many companies to seek new ways to engage their customers across print, the Internet, television, billboards, and other...
Collecting Feedback Makes Cents: A Financial Services Firm Invigorates Its VOC Program to Better Understand Its Business-And Its Customers
[ILLUSTRATION OMITTED] Timothy Keough, VICE PRESIDENT OF THE QUALITY MANAGEMENT OFFICE FOR PERSHING, A BNY MELLOW COMPANY as told to Lauren McKay * Tell US about your organization. Pershing is a B2B financial services firm that has been serving...
Consumers Depend on Us: Being Friended or Followed Is Desirable; Fostering Trust Is More Important
TODAY how consumers adapt to our new social era and their willingness to share openly depends a lot on marketers. Because while the consumer trends are unmistakable, they are subject to change based on the experiences people have (and those we give...
Dingo Brand Sniffs out a Social Commerce Platform: A Pet Product Retailer Dramatically Increases Average Order Value by Empowering Its Customers
Who says old dogs can't learn new tricks? Dingo Brand, a specialty brand of United Pet Group (UPG), has always had a following of loyal customers. Since the company was founded roughly 10 years ago, consumers and their dogs have been avid fans of Dingo...
Every Channel Has Its Thorn: Marketers Seek to Tear Down Channel Silos to Improve Customer Data and Build Better Campaigns
Cross-channel or no channel at all! That was the message coming out of DMA2010 in San Francisco as Direct Marketing Association (DMA) executives, chief marketing officers, and rock band Poison frontman Bret Michaels gathered to discuss the best ways...
Eye on the Customer: Are Consumers Comfortable with or Creeped out by Online Data Collection Tactics?
[ILLUSTRATION OMITTED] MONTHS PRIOR TO THEIR BIRTH CERTIFICATES, AND A YEAR BEFORE their first real steps, some children have an established footprint--a digital footprint, that is. A survey by Internet security company AVG reveals that 34 percent...
In One Channel and out the Other: Sonos Shoots for Perfect Pitch with Its Social Media and Self-Service Support Capabilities
Headquartered in Santa Barbara, Calif., wireless music system provider Sonos allows audiophiles to blare digital tunes from one room to another. The company gives its customers music wherever and whenever they want it, and it tries to apply that same...
Location's Not Really Where It's At: The Danger of Uniting Location-Driven Applications and Customer Interactions
FIRST, A DISCLAIMER: I'm not a mayor, don't awe friends with my radical travel plans via TripIt, and have never checked in to a place on Facebook. I also have no plans to tell Macy's or Best Buy when I walk into their stores to score kickbucks using...
Make Your Business Meshy: Social Networks and Peer Communities Are Changing How Products Are Sold
As a child, Lisa Gansky must have received excellent marks in teamwork. Her new book The Mesh: Why the Future of Business Is Sharing examines how strong peer-to-peer networks are changing the way products go to market. The book's premise is simple:...
Marketing Marauders or Consumer Counselors? How Companies Can Use Online Behavioral Advertising to Win Customer Confidence
Is your online marketing scaring old ladies? A recent article in The Wall Street Journal featured an elderly woman whose personal online information was shared with at least 23 data and advertising companies after she had logged into e-card provider...
Most Vendors Embrace Social CRM: A Study Evaluates the Performance of Leading Vendors
About 91 percent of business-to-business technology buyers now use social media to gather information, Forrester Research reports. And the CRM industry is no exception, as vendors by the bucketload try to maintain their spots on social networking sites,...
Point of View: The (Over-) Examined Life: Hey, @Everyone: I Don't Want to Be Alone
IF MY PREVIOUS COLUMN was about information and the value of data, this month's could be considered its flip side. I say this for the benefit of our older readers who remember what it meant to have to turn over a record or tape to access what was on...
Supplying the Law of Demand: Make Sure You're Delivering Messages That Customers Want to Hear
DEMAND GENERATION is one of the few things on which most businesspeople enthusiastically agree. We need it and we crave it. Without it, life is pretty miserable, as the last couple of years have vividly demonstrated. But while the concept of demand...
Taxpayers Demand CRM: The U.S. Government Struggles as the Entity Most Resistant to Change
Since slashes to funding, governments big and small have been concentrating on making their citizens (or customers) more self-reliant. Without the resources to efficiently tackle every taxpayer dispute, government has concentrated on beefing up self-service...
Thundering into Social Media: J&P Cycles Accrues More Than 28,000 Facebook Fans in Less Than a Year with RightNow for Facebook
[ILLUSTRATION OMITTED] For John Parham, social CRM had a different meaning when he started J&P Cycles out of the back of his van 30 years ago. Three decades earlier, being social meant John loaded up his van to attend motorcycle rallies and...
Why Should Customers Surrender Privacy?
CONSUMER PRIVACY on the Web is still a contentious issue. Customers shop online in the privacy of their own home, so it's understandable if some believe that this sense of privacy should extend to the Web. However, the Web is like an open field. And,...