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. 10, No. 9, September

Business Problem: Tech Solution: Guided Selling Tools: A Sales Force Is Overwhelmed with the Complexity of Its Company's Products and Service Offerings
There has been rising interest in guided selling tools as companies offer increasingly complex products and services, but do not expand their sales teams. In the past salespeople had to know every product nuance or had to search multiple systems to...
Call-Routing Headaches Take a Powder: UCN Helps a Pharmacy Benefit Manager Handle an Expected Uptick in Call Volume
This past fall, as many senior citizens suffered headaches from struggling to understand Medicare's new prescription-drug program, RxAmerica realized that it couldn't handle the upsurge in call volume generated by the new program. An independent provider...
Choosing a Data Integration Solution: How to Take Less Time Selecting a Solution Than Implementing One
Data integration is an increasingly "hot" business and IT imperative. Organizations are realizing that in order to succeed in today's global marketplace, they need to have an accurate understanding of customer, supplier, and trading partner relationships....
Connecting On-Demand with On-Premise: OKERE Integrates Symbol's Global Sales Force
* What problems were you facing? We're best known for our merchandise scanning technology--85 to 90 percent of retailers in this country use our scanners at their registers. We have a worldwide sales force, and when I started at Symbol about two years...
CRM Magazine Best Practices Series: CRM for the SMB Market
Like most readers of CRM magazine the company I work for falls into the small-to-medium business (SMB) market category. The definition of the SMB market segment varies, but it's generally considered to be companies with fewer than 1,000 employees....
Destination CRM Dashboard
* This Little SMB Went to Market Small and midsize businesses, driven by the allure of e-commerce and online marketing, are increasingly turning to Web-based professional services and solutions for help, according to a new study by Yankee Group. Overall,...
Downtime Is Dead
THE IDEA of disconnecting from a personal or professional network during downtime is, for many busy professionals (especially in micropolitan areas and larger), as unlikely as being able to take a three-week vacation. And when consumers' days are filled...
Fever Pitch: Viral Marketing: The Buzz That Builds Brands Fast (Pass It On)
shepard Fairey's project at the Rhode Island School of Design exemplified it; Hotmail used it to build a 30 million-strong subscriber list in three years; and British band Arctic Monkeys used it to take its music from obscurity to the top of the charts....
Five Keys to Your CRM Success
THROUGH 2010, ENTERPRISES THAT DEPLOY CRM STRATEGIES WILL RETURN AT LEAST 25 PERCENT BETTER FINANCIAL METRICS THAN THOSE THAT DON'T (0.8 PROBABILITY). --GARTNER, INC. "TEN SECRETS FOR CREATING A CUSTOMER-CENTRIC ENTERPRISE," BY SCOTT NELSON, DECEMBER...
Gettin' Schooled: Facing the Fourth "R"-Retail
SEPTEMBER'S HERE, and it's a busy time in North America. Labor Day, a holiday on which most of us don't labor, kicks off the month. Oddly enough, the only people who are laboring on Labor Day (except delivering mothers) are the folks we actually refer...
High Performance: WFO Suite Vendors Offer Call Centers Increased Ease of Use, Improved Staffing, and Lower Business Costs Via New Product Packages
Software development often progresses from standalone, single-task applications to integrated, multifunctioning suites. Good examples of this transformation growth are enterprises that used to run distinct accounts payable and accounts receivable applications....
Hosted or Housed? the Decision to Implement One or the Other CRM-Solution Model Is a Complicated One-Here, a Rundown of Significant Financial Aspects to Consider
The good news is, the choice to implement a CRM solution improves a business: It ups sales by targeting customers more specifically; it reduces process errors and so cuts costs; and it increases both customer loyalty and satisfaction, which also makes...
How Much Is Your Customers' Trust Worth? the Bottom Line on the Theft and Privacy of CRM Data
DOZENS OF DATA BREACHES have occurred in the past few years. Very recently, the personal information of 26.5 million U.S. veterans was compromised. Why are the thieves stealing data? Because, according to Betsy Broder, assistant director of the division...
Invest in CRM beyond Applications: The Right Training-Not More Training-Paves the Road to Success
IN CSO INSIGHTS' CRM project-benchmarking research we look for trends that can improve the success rates of these CRM initiatives. One particular development surfaced in the 2006 Sales Performance Optimization study: a noticeable rise in the amount...
Just a Click Away: Hosted Customer Service Automation
Today's small- and medium-sized businesses (SMBs) are challenged with the need to balance personalized customer service with growth. As a SMB, your ability to maintain personal relationships with customers has enabled you to leverage the intelligence...
Keep Customer Data on Pointe
The dancers of Pacific Northwest Ballet (PNB), one of the world's most respected companies, regularly perform demanding shows, performances that require, simultaneously, precision, grace, and accuracy. The company maintains a constituency of about...
Microsoft: Expecting a Live Baby: Has the Software Giant's On-Demand Application Incubated for Too Long?
When Microsoft Dynamics CRM announced plans this July for releasing an on-demand solution--Microsoft Dynamics CRM Live--in the second quarter of 2007, company CEO Steve Ballmer called it the least surprising announcement in Microsoft history. Industry...
MySpace Cadets: The Growing Popularity of the Web Site Has Marketers Looking to Blast off into the New Social Networking Frontier. Will They Crash in Security and Clutter Issues?
In a CRM dream world, companies and customers would be in a happy relationship. This relationship would be filled with trust, open communication, loyalty, and love--emotional dependency, heart-to-hearts, late night phone calls, the whole bit. In other...
Replicate Sales Success: Clone Your Star Salespeople
The Sales Effectiveness Challenge Small and mid-size companies grapple with common sales effectiveness issues. Inconsistent sales processes, lack of access to the right information, low sales productivity, and a lack of actionable insight all hinder...
Service with a Smile?
The smartest, most effective service reps know that the key to turning interactions into exceptional customer experiences is a little behavioral psychology. In Great Customer Connections, Richard Gallagher writes about converting scientific research...
Shoppers and Buyers: Divide, and Conquer Both: Analytics Tools and Methods Can Boost Sales-Closure Rates by Concentrating Sales Efforts
Salespeople receive tons of advice on how to close a deal. But even the best technique will fail with a prospect who is really just looking for information. Time spent on a prospect immune to a sales pitch is time wasted. How can a sales rep tell the...
Site Meets Solution: A Modern Love Story: My Wedding Favors Gets a Major Boost in Convergence Rates Tying the Knot with Kefta, a Search-Targeting Solution Provider
She was young, attractive, and successful, but needed someone to help her increase online conversion rates. He was just a few years her senior, popular in his field, and able to give her just what she needed. They met over dinner and felt a connection....
Stocking the Customer Experience: Firms Must Struggle with Compliance, Fraud, and Market Saturation, While Keeping Improved Customer Experience Top of Mind
Although the financial services (FS) industry was one of the early CRM-adopter verticals, it's not hard to understand why some FS companies continue to fight to create and maintain loyal customer relationships. Competing for customers in a crowded...
The Compleat Traveler: Active Data Warehousing Trumps the Traditional for Travelocity by Supporting Event-Based Decisions
The sixth largest travel agency in the U.S., Travelocity, saw a way to greatly increase its revenue--but that would only happen if the company could increase the number of queries that its data warehouse handled every day. The firm's existing data...
The On-Demand Mathematics of Enterprise Computing: Change in Computing Will Not Be Limited to Technology-It Will Influence Business Models for Every Company Competing in the Traditional Software Arena
IDENTIFYING a paradigm shift is easily done in hindsight--separating a fad from a long-term trend is something that requires some historical perspective to get right. The only professionals who make a habit of prognosticating about changing trends...
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