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. 9, No. 3, March

Be a Bag: Britain's Leading Handbag and Accessories Designer Lets Customers Put Their Own Identity on the Products They Buy
HOW INCLUSIVE is your customer experience? Do you conduct the usual customer studies and allow customers to send you their thoughts, only to leave them with no real choice but to accept your terms? Or do you adapt to a truly participative model in...
Call Centers 24X7 Goes Virtual: The Contact Center Outsourcer Implements Five9's Hosted Solutions to Keep Up with Burgeoning Business
Call Centers 24X7, a contact center business-process outsourcer with U.S.-based agents in the semirural Port Angeles, WA, area, is only about two and a half years old. Still, the company has gained more than 40 customers since launching in November...
CRM Where You Least Expect It: Customer Relationship Management Fits All Shapes and Sizes. the Following Case Studies Present the Details of Four Organizations' CRM Approaches
THE HIGH COSTS and heavy lifting associated with yesteryear's CRM technology implementations are fading fast. Now, five years after the dot.com fallout, CRM success stories abound, even in what might be considered some unusual places. From repair shops...
How to ... Negotiate a CRM Engagement
In theory an engagement between a CRM vendor and a client is a business transformation partnership that transcends the dollars and cents of the investment. In practice, only a fool would simply sign anything a salesperson pushed across the table--grand...
How to Strengthen Customer Exit Barriers: Top Businesses Use Some of These Nine Strategies to Increase Customer Loyalty
BUILDING a barrier to prevent customers from leaving their relationship with you or creating an artificial cost to switch to your competition sounds pejorative. However, exit barriers and switching costs are healthy elements of any customer relationship....
Is 2005 the Year for Wireless CRM?
Mobile phones and wireless-enabled laptops are now both plentiful and affordable, but are companies finally ready to make wireless deployment a core part of their CRM initiatives? "Whether in fact this turns out to be the year, I would be hesitant...
Let's Keep to the High Road: Learn from Others' Mistakes and Stay Focused on What's Important
I FIND MYSELF reflecting, as I reach my 50th birthday, on many areas of my life. One area is the CRM industry, to which I have devoted the past 21 years of my professional life. There are two conclusions I've reached regarding how best to move the...
Managing the Minutia: An Effective Workforce Management Strategy Increases Service Levels with Less Effort
Carlson Marketing Group operates contact centers for more than a dozen major loyalty programs, including the widely used airline frequent-flyer systems. Growing internal pressure to do more with less and mounting external pressure from clients putting...
No-Tech CRM: How to Improve Customer Satisfaction without Relying on Software, Servers, and Screen Pops
FROM COMMUNICATIONS to credit processing, technology plays a vital role in customer satisfaction and performance processes. Improving CRM is not, however, a problem solely bounded by technology, a contact center agent's ability to navigate a call script,...
Revving Up Web Sales: Bill Marsh Auto Selects SilkRoad's Web-Cam Technology to Provide Online Shoppers with an In-Person Experience
During the depth of the dot-com collapse Bill Marsh Auto, northern Michigan's largest auto dealer, was in the midst of rebuilding its Web site. The dealership had thousands of customers within the Traverse City, MI, area, but looked to its Web site...
Secret of My Success: Movex, a Self-Service Mover, Uses CRM to Improve Efficiency, Profits, and Customer Satisfaction
* Why CRM? In 2002 Movex had grown as large as possible with an off-the-shelf CRM solution. We were using ACT!, but once [we got] up to a certain number of leads, it got unstable, and it didn't handle the process. Synchronization of data had almost...
Sony Latin America Breaks Down Communication Barriers: Improving the Company's Touch Points and Data Collection Capabilities Enhances Marketing, Sales, and Service Efforts
With five call centers and some 260 e-business Web sites spread throughout Latin America, Fernando Taralli, new-business development director for Sony Latin America (SOLA), faced quite a dilemma in transforming the company's customer relationships...
Statistically Speaking
* A recent study from the Help Desk Institute highlighting growing trends within support centers found that more companies in 2004 outsourced some or all of their support centers compared to 2003. According to "2004 Practices Survey," companies are...
The Rich Are Different
Most affluent people are self-made, work 60 hours a week, and make decisions based on careful evaluation. They demand a different set of criteria to sell to than the general public. A salesperson must know their techniques, their ability to analyze,...
Trotting out CRM Champions; Month 9: Recognition Programs Offset the Tedium of Data Integration Work
FORGET SMARTY JONES--a new champion is inspiring the Churchill Downs crowd. After launching a multiyear, multimillion-dollar CRM strategy and technology implementation about nine months ago, Atique Shah, vice president of CRM and technology solutions...
What Is CRM?
SOME MIGHT ARGUE that attempting to define the essence of CRM might be an overly ambitious undertaking in my first column as editor-in-chief. To be fair, I've been studying the market for several years, most of the time while I was on staff at CRM...
What Price Loyalty? Giveaways Can Buy Transactions, but Not Necessarily Commitment
Between the explosion of miles-based programs and the expensive telecommunications customer-acquisition wars of the 1990s, loyalty programs providing incentives in exchange for business have been under the microscope for at least a decade. With corporate...
Who's Responsible for the Customer Experience? Many Companies Remain Indecisive about Consolidating All Service Channels under a Single Umbrella of Authority
Serve your customers what they want, how they want it, and you may curtail the chances of frustrating them by mismanaging their customer experiences. According to the first document in the "State of Customer Experience, 2005" report series by Forrester...
Will VoIP Reinvent the Contact Center? Why or Why Not?
Daniel Hong, CRM analyst, Datamonitor "Voice over the data network will not reinvent the contact center, but a converged network will. But still, we are only seeing the tip of the iceberg in terms of what VoIP can do for contact centers today." ...
You've Got Questions, We've Got Answers: Industry Experts Address the 10 Biggest Concerns, Quarrels, and Potential Missteps That Can Jeopardize Your CRM Efforts
We went into the market to talk with CRM users about their main challenges, and then went back to industry experts for solutions. Here's what we found: [ILLUSTRATION OMITTED] 1 Problem: My company deployed an enterprisewide CRM strategy. We saw...
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