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. 9, September

Across the Universe: Not All Agents Are Created Equal
WOULDN'T IT BE IDEAL if consumers could call a single number at a company for customer support and get their problem fixed by any agent that picked up the phone, regardless of what product they own? In their endless efforts to strike the optimal balance...
Back to the Drawing Board: The Real Problem with Contact Centers Runs Deeper Than You Might Think
WHY DO GOOD--or even great--contact centers have such persistently high rates of attrition, especially when on-boarding new agents? (On-boarding is the process that starts with hiring and continues through training and the initial experience of dealing...
CRM Continues Its Climb
DEPENDING ON which research firm you ask, CRM spending grew between 8 percent and 12 percent in 2006--the third straight year of industry growth. Revenue rose to $12.6 billion, spurred significantly by continued interest in software-as-a-service and...
Customer Analytics: Becoming Customer-Centric: In a Highly Charged Business Environment, Companies Are Using the Power of Analytics to Enable High Performance
Customer relationship management (CRM) is at a critical point in its evolution. Many companies have implemented transactional CRM systems and are doing a good job of capturing valuable customer data. However, growth and profitability depend on more...
Learning the Recruitment Ropes: Business Tactics Are Helping Higher Education Institutions Tackle Imminent Challenges in Recruitment and Retention
Higher education institutions are finding that there's more to recruitment than perfect SAT scores or glowing recommendations. Rapidly developing trends are forcing schools to make recruitment strategies more efficient, more effective, and more service-oriented....
Re:tooling
Business Problem: Salespeople need on-the-road access to opportunity, lead management, and other sales-force-automation-related functions. Tech Solution: Mobile sales tools Sales professionals understand the value of accessing customer information...
Selling What No One Wants to Buy
Some merchandise just doesn't move, and in his new book, The Coldest Call: Why Some Good Products Don't Sell, author Gerry Cullen explains why--and why it might not be your fault. This former vice president of marketing defines four barriers preventing...
Sizing Up the CRM Situation: Software-as-a-Service, Focus on Customer Retention and Acquisition, and Verticalization Are Factors Enabling the Market's Healthy Growth
Recent research from Gartner shows continued market growth in 2006, with SAP again grabbing the most revenue and market share; sliding numbers for Oracle; and Salesforce.com increasingly gaining ground on its larger rivals, although still notably behind....
Software, on and Off: A Growing Segment of On-Demand Providers Is Boasting of Offline Functionality. Is This an Admission of Failure, or a Stopgap on the Way to Perpetual Access?
Software-as-a-service (SaaS) has been the bandwagon onto which the business-software industry has been jumping for several years now, and it's become increasingly harder for new vendors to get a taste unless they have an on-demand component. But a...
The 2007 Elite
There's nothing we love more than a thriving CRM implementation. Some projects, however, stand out--not for the technology involved (though we applaud innovation), not for the money saved (though we celebrate savings), and not for the efficiencies...
The 2007 Hall of Fame
The CRM Hall of Fame comprises CRM champions who satisfy the Influential Leader criteria but who consistently influence employees, customers, partners, and competitors year after year. By that measure alone, Greg Gianforte, this year's inductee, has...
The 2007 Influential Leaders
The CRM space is no longer a struggling concept eager to prove its worth--but even a maturing market relies on a handful of thought leaders to champion its core values and spearhead innovation. CRM magazine's Influential Leaders are the executives...
The 2007 Market Leaders
The eight categories here reflect the very core of the modern CRM world--software and services, sales and marketing, information and analytics--and, after months of research and dozens of analyst interviews, we're honored to single out the companies...
The 2007 Rising Stars
Every industry has its behemoths, the lumbering giants that are on the tip of every tongue and the top of every shortlist. But specialty vendors and up-and-coming niche players are the lifeblood of a marketplace, innovating and introducing new techniques...
The CEO's New Clothes: The Polo Shirt Is Great, but the Company Sucks
AFTER WRITING July's column on corporate bribery (the laugh riot "What Have You Done for Me Lately?") and August's on the nature of corporate name-branding ("Capital Ideas"), I realized I needed to make an important counterpoint: corporate clotheshorses....
The True Drivers of Loyalty: The First Mistake? Thinking That Loyalty Is All about Improving Customer Satisfaction
THE LOYAL customer is perhaps the most elusive subject in all of management science. In fact, one recent customer-loyalty study suggests that the psychology at the heart of customer buying patterns and preferences is far more complex than previously...
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