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. 3, March

Adapting to Altered Buy Environments: Consumers Buy Cars Differently from How They Did a Generation Ago. Makers and Distributors Must Respond to the Changes or Become Last Year's Model
As automotive dealers, manufacturers, and third-party firms (e.g., parts suppliers, auto finance companies, and insurance companies) struggle with the realities of a changing market, top-flight customer service can help separate the profitable portions...
Architectural CRM: Drawing a Customer Treatment Blueprint Will Help Businesses Build Their Front and Back Strategies
CUSTOMER NEEDS are evolving more rapidly than ever, spurred by global competition and new waves of self-service technology and mobility solutions, among other drivers. Keeping pace with changing customer needs is critical in this competitive growth...
Attaining True Market Leadership in a Customer-Driven Age: In Today's Demanding Business Environment You Either Lead or You Fall Behind. So What Defines Leadership in an Environment Where Business Models Shift All the Time and CEOs Have 90 Days to Please Shareholders or Face Their Wrath?
Oracle believes that leadership can be summed up by two changes you need to make to consistently outperform your competitors. You have to empower your employees to continuously improve how you do business and you have to enable your business to be...
Cardinal Rules: Ten for Ten
Throughout its history CRM magazine has provided the most relevant, useful business process suggestions from some of the best minds in the field. Sales is the heart and lungs of a business, the source of income and the measure of success. We don't...
Community Activism: Experience Be Damned-Creating a Customer Community Is the Best Way to Win Wallet Share
IT SEEMS LIKE everyone in the industry is all over the customer experience like white on rice, like a junk yard dog, like a cheap suit. Of course, there's nothing wrong with caring about the customer experience, as long as an enterprise does it well....
Gethuman? Get Real. the New Project's Standard Could Work to Deepen, Not Reduce, Consumer Dissatisfaction
A CONSUMER CALLS a toll-free number for support with a product or to check on an order and is first required to enter her account information into an automated system, and then required to repeat the exact information when she gets--eventually--to...
Intensive Care: Learn These WFM Lessons to Breed the Best Contact Center Forecasting, Scheduling, and Managing Efforts
Few customer care processes have a more compelling ability to alter both the level of service received and the operating expenditures contact centers are saddled with than workforce management (WFM). WFM is about more than just leveraging spreadsheets...
Material Living in a Virtual World: Companies Are Looking to Take a Piece of Second Life's Digital Pie Because of Its Explosive Membership, but Will This Move Prove Virtually Insignificant?
Second Life is a virtual world where the names, places, and people are imaginary; the money, on the other hand, is real. Linden Lab, the creator of Second Life, has done everything possible to make the environment a virtual fantasyland. Users can create...
Molding Marketing Mindsets: A Database Management Provider Finds That Sometimes the Most Valuable ROI Can Be All in Your Head
Sybase, as a provider of enterprise software for database management and data mobilization, understands the importance of metrics. For 20 years the company has delivered solutions that enable numbers to flow within the organization and to employees...
Next Generation Online Channel Reporting for Banking and Investment Firms: Companies Must Evolve Information and Account Management Capabilities to Retain and Grow Customers
Over the past decade new technology, global economics, and regulatory tightening have put pressure on the financial services industry to evolve how it approaches customers. Change is occurring across the spectrum of segments--from retail consumers...
Peace, Love, and Unity: Server Management Solutions Provider DirectNet Turns to Green Beacon to Reduce Members of the Sales Force's Resistance to Working as a Team
Jon Inaba, DIRECTOR OF SALES AT DIRECTNET * Tell us a little about your company. DirectNet is the nation's leading provider of server management solutions. We help companies manage their data centers, not necessarily on the hardware level (such...
Re:tooling
Business Problem: A company can't determine which Web-site factors either drive conversion rates or detract from a customer's experience. Tech Solution: Multivariable Testing Tools Companies are turning to multivariable testing solutions...
System of an Up: A Nonprofit Agency Is Outfitted with a More Reliable Network, Enabling Staffers and Volunteers to Stay Connected in Any Location
Relief International (RI) is a Los Angeles nonprofit agency dedicated to providing emergency relief, rehabilitation, and development assistance worldwide. It has more than a dozen offices in locations like Afghanistan, Israel, Japan, Jordan, Niger,...
Taking out the Trash
Onyx North America (ONA) is an expert when it comes to helping customers mop up a mess. When faced with its own dirty data issues, the company turned to DataFlux to scrub its customer data. As one of the leading waste and environmental services companies...
Tenacious CRM
THIS ISSUE MARKS CRM magazine's 10th anniversary. A lot has changed since this magazine first published in March 1997. A look at our cover story for the issue, "A Costly Game of Truth or Dare," shows just how much the industry has matured. The story,...
The Bottom Ten: Revisiting the Worst in CRM, Via the Worst in CRM
I'D LOVE TO HAVE WRITTEN another little piece of whatever it was I was going to write this month, but as we've got another Theme Issue, I have to do my part. More than my part, really. Oh no, the sales tips feature you (hopefully) just read wasn't...
The Enlightened Enterprise: As Big Businesses Enter Phase 2 (and for Some, Phase 3) of Their Varying CRM Initiatives, These Tips Will Refine the Advance
The question, for many enterprises, is no longer which CRM system to purchase, but how best to leverage the solutions they have. Whether that's via tighter integration with other enterprise solutions, improved multichannel capabilities, or analytics...
The Potent Mesh: This Will Be a Watershed Year for Online Marketers Experimenting with the Web as a Channel-Here's How to Reach beyond the Banner Ad
The flash-fire speed of Web-tech development and the embracing of online activities have led to explosive growth in Web-marketing opportunities. However, the proliferation of online marketing materials presents a problem with clutter: How does a business...
The Price of Profiting
Companies have been doing it for years: They slash prices and implement a huge volume sale to increase buyer value and gain market share, all the while sacrificing profit margins and eroding customer satisfaction. In The Power of Positive Profit, Graham...
Vocal Ease: Companies Should Plan and Implement a Formal Approach to Collecting Feedback and Inserting the Customer's Voice into the Business Strategy
A CRM strategy that just grazes the surface of capturing the voice of the customer (VoC) has no chance of maximizing its potential. Forrester Research in December 2006 unveiled the report "Voice Of The Customer: Five Levels Of Insight," segmenting...
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