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. 6, June

100 Proven CRM Ideas ... Successful and Disastrous: 20 Bright Ideas for Your CRM Strategy + 10 Dim Ones to Avoid
CRM projects fail--and succeed--for many reasons. When they fail it's often because they lack guidance. It takes a customer-centric vision across all departments and employee levels to be successful. It's a daunting task, but don't reach for the antacid...
100 Reasons to Read This Issue
A LOT HAS HAPPENED since the launch of Sales and Field Force Automation magazine in 1997. The CRM industry was born, and that publication changed its name to CRM magazine in March 2000 to reflect its altered scope. Now, after more than eight years...
A Century of Customer Love: Nordstrom Is the Gold Standard for Customer Service Excellence-And, Amazingly, Word of Mouth Is Its Primary Marketing Tool
NOT MANY American businesses can boast that they are members of the 100-year-old club. To make it requires vision, discipline, and an ability to navigate turbulent times and meet ever-changing market demands. Members of the club have survived two world...
A College Learns a Thing or Two from CRM: The University of South Florida Supports an 800 Percent IT Increase by Turning to RightNow Technologies
IT support has become a critical issue for universities, which are offering a greater range of computing resources to students, faculty, parent organizations, and even alumni. For many, access to admissions and academic departments, online academic...
A Little Help from Your Friends: A New Crop of Services Firms Helps Solve Data-Related Frustrations
ACHIEVING CRM PROJECT success is still an elusive task for many companies. You can have two companies in the same industry that use a similar sales process, install the same CRM applications, and achieve dramatically different results. Why? To help...
Carrier Consolidation Continues: Wireless Carriers Must Nurture Existing Customers, Not Just Focus on Attracting New Ones
Few industries can get consumer blood boiling quite like the wireless market. With acquisitions including AT & T Wireless/Cingular Wireless and Sprint/Nextel still fresh in the minds of wireless watchers, industry pundits are examining where consolidation...
DestinationCRM Dashboard
* Siebel Systems CEO Michael Lawrie resigned in April, one week after announcing disappointing first quarter earnings and less than a year since his appointment. George Shaheen, a 10-year Siebel Systems board member, will take Lawrie's place. Commenting...
Driving Sales with Lead Management
Coral Springs Auto Mall (CSAM) comprises five dealerships and features popular auto makers like Honda and Nissan. According to Michael Staniewicz, marketing director at CSAM, the Coral Springs location ranks 29th on the Honda dealer list in the United...
Fast-Selling Bling: OrderMotion Fills Goldspeed.com's Need for Order-Tracking and Improved CRM
Goldspeed.com, currently the largest Internet discount jeweler in the United States, was smaller three years ago when executives decided they needed new technology to take the company to the next level. The company was using a basic hosted CRM solution,...
Fear and Loathing in the Database: A Company's CRM System Might Make It Vulnerable, but with Risk Comes Opportunity
It's scary enough to hear reports about 380,000 people's confidential information being compromised at the University of California--San Diego last year, or ChoicePoint Software getting scammed into coughing up data on 145,000 consumers. Consider that...
Internet-Based GIS Applications Provide Faster Customer Service: The Change Means Speedier Information for Newspaper Advertisers and Salespeople
The Arizona Republic, with a circulation of about half a million and advertising materials distributed to 2 million residents in the Phoenix metropolitan area, needed a better way to find customers for advertisers. Advertisers use not only the newspaper's...
OnDemand Delivers for InFact: A Hosted CRM Solution Improves Opportunities and Cuts Costs
InFact Group, a systems integrator that helps Web systems connect to back-end technologies like inventory and scheduling, had no cohesion between the different countries where it has operations when Richard Napier was hired as director of business...
Secret of My Success: M & as Left Remote Access Provider Tarantella in an Information Silo Trance; a New CEO Called on SalesLogix to Cast a Customer-Centricity Spell
* Why CRM? [ILLUSTRATION OMITTED] The new CEO who took over our company a little over a year ago decided the way we were doing things was too scattered and that a CRM application was needed. He felt a CRM solution would help solve the problem--in...
Show Me Where It Hurts: The Drug Industry Faces an Uphill Battle against Counterfeiting, Bootlegging, and Eroding Consumer Confidence
The pharmaceuticals industry increasingly has come under fire from consumer groups over alleged unfair pricing practices, and more and more people are seeking medicine from cross-border and online pharmacies. But there's a misunderstanding between...
Statistically Speaking
* According to "The Online Shopper Deal Shopping and Value Panel Study," 59 percent of consumers begin their shopping at aggregator sites--a 5 percent jump from its March 2004 installment. The survey, conducted by BizRate Research, a division of Shopzilla...
SusCom Serves Up Centralization: The Cable Entertainment and Broadband Services Company Uses Siemens to Merge Its Nine Contact Centers
Managing one contact center is demanding, but try handling nearly a dozen separate locations spread across multiple states. That was the problem for Denise Harris, director of customer care at SusCom, a cable and broadband company with 230,000 subscribers....
The Race Won, the Payout Begins; Month 12: To Make Good on Its Year-One Deliverables Churchill Downs' CRM Team Must Make Believers out of Everyone
CHURCHILL Downs Inc. (CDI)'s CRM project team breezed across the finish line with time to spare. Now, the group is focusing on training, which will help ensure that the company collects the payout it deserves. [ILLUSTRATION OMITTED] "It's one...
Understanding Hispanic Culture: A Recent Marketing Conference Reveals the Need to Reach Multiple Acculturation Levels Instead of Targeting One Large Group
To truly connect with the Hispanic culture, companies must understand the different levels of acculturation. The question no longer is as easy as whether to send marketing materials in English or Spanish, but how to be the most appropriate to each...
Value Thy Customers
It's important for companies to objectively assess the value of their customers, but conventional measures of customer lifetime value haven't been linked to overall business value and haven't been useful to senior managers. In Managing Customers as...
What's Your Response to Industry Consolidation? with Mergers and Acquisitions Accelerating, Consider These Four Strategies for Protecting Your Company
THERE'S NO MISTAKING IT: The CRM market is consolidating and that consolidation is not merely happening, it's accelerating. So what is a buyer to do? Say that I'm in charge of managing the investment in CRM at a large company and I just heard that...
Workforce Optimization's Missing Link: Companies Should Strengthen Their Workforce Optimization Strategy with the Addition of Efficient Agent Selection Tools
IF YOU ASK ME, the contact center industry usually has its heart in the right place. Take, for example, the CRM frenzy of the late 1990s and early 2000s. What could be more noble than striving to provide every customer with an efficient, memorable...
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