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. 5, May

A CRM Initiative's Bermuda Triangle: Two Best Practice Suggestions for Preventing-Permanently-User-Adoption Disappearance
YOU THINK you've done it right-you spent the money, time, and effort to secure and configure state-of-the-art CRM software. You incorporated valuable customer-facing business processes into the CRM application. You integrated the application with relevant...
Analytics: A Winning New Way
In a world where the traditional bases of competitive advantage have largely disappeared, how do you separate your company's performance from the rest of the pack's? In Competing on Analytics: The New Science of Winning, coauthors Thomas Davenport,...
Analytics Is the Answer: What Do Contact Center Managers Need to Generate Revenue? New Tools and Technologies
CONTACT CENTERS will be one of the most important revenue-generating departments in most enterprises within eight to 10 years. The reason is simple: If people-intensive contact centers continue to be a substantial drain on enterprise profits and do...
A New Lease on CRM: The Philadelphia Housing Authority Turns to Oracle PeopleSoft for an Enterprisewide Implementation to Integrate CRM with Finance and HR: Carl Greene, Executive Director, Philadelphia Housing Authority as Told to Colin Beasty
* Tell us about your organization. We're the largest landlord in the state of Pennsylvania--we're the fourth largest public housing authority in the country and the largest in the commonwealth of Pennsylvania. We provide affordable housing to those...
Chatting Up Customers Down Under: A Telecommunications Company Combines Speech with CTI and Increases Customer Satisfaction, Agent Efficiency, and Self-Service Adoption as a Result
It can be a logistical strain handling 24 million calls per year for a growing, yet complex base of products and services, especially when the company's frontline tool for customer service over the phone is no longer up to par. That was the issue facing...
Citizen Satisfaction: The Public Sector Thinks Differently about the C in CRM, as More Vendors Cater to This Vertical's Specific Needs
Do you really need a CRM solution if you don't have any customers? This is a question often faced by organizations in the public sector when considering a CRM implementation. However, in the past few years more government agencies, universities, and...
Do You Believe the Hype? Well, Stop!
DON'T BELIEVE THE HYPE. You didn't hear me. Don't believe the hype. That's my only message this month, but I'm deadly serious about the hype, and keeping you from believing it. The hype is all around us, and it will twist your mind. Flavor...
Farewell Blues
BEWARE the I-can-sell-ice-to-Eskimos type. It's not impressive. These egotistical chest-thumpers obsess over converting difficult, ornery, low-value prospects, but more sensible colleagues are cultivating relationships with the right prospects that...
Gaining Altitude: JetBlue Implements a Web Self-Service Solution to Power Customers to Field Their Own Questions and Let Agents Focus on the Human Touch
JetBlue Airways has had its fair share of stormy skies lately (see "JetBlue's Service Flies South," in Insight); however, the airline has proven that with intelligent customer service programs, unfortunate incidents do not need to detract from long-term...
Hybrid Hopes: If Call Centers Want to Circumvent Most Speech Recognition Problems, the Time Has Come for Hybrid Architectures
MANY call centers have already made the move to convert from touchtone IVR systems to speech recognition systems, and some applications have delivered the benefits that their promoters promised--I've seen several successful implementations firsthand....
Is Salesforce.com Changing Direction? the Vendor Is Implementing Vertical Solutions after Long Shyness, but How Far Should They Go and Who Is Creating Them?
When Salesforce.com announced its 25,000-seat customer win with Merrill Lynch on February 27, it also showcased Salesforce Wealth Management Edition, the vendor's first release targeting a vertical market. The deal size is significant--even its pilot...
IT Meets CRM for ROI: A Network Administration Toolmaker Turns to Soffront to Tame Some of Its Own Wild Technical Difficulties
Javelina Software fixes problems for other businesses--it develops, markets, and sells software products to help simplify systems for network administrators. But it had some operational issues of its own. The company's clientele is diverse and its...
JetBlue's Service Flies South: Accepting Responsibility Is a Key Component of Staying Aloft during a PR Nightmare
Valentine's Day 2007 felt more like a nightmare than strawberries-and-chocolate bliss for JetBlue Airways and some of its customers. After years of acclaim as a traveler favorite, the seven-year-old airline's standing as a customer service luminary...
Microsoft: Partnering Up or Partnering Down?
Microsoft is making its Dynamics business applications more industry relevant, the company revealed at its Convergence conference in San Diego in March. The software giant announced Dynamics Industry Solutions, a new program under which Microsoft will...
No More Dying by Inches: To Help Reverse the Effects of Its Information Malnutrition, a Sales Team Must Let Its Marketing Department Know What Customer Data Is of Value and What Is Not
SALES IS A BANQUET, to paraphrase Mame Dennis, and most poor suckers are starving to death. Marketing collects tons of information on leads, pats itself on the back, and throws that data over the wall to the sales team. Frequently the sales team cannot...
Playground Gets Maximized
Destination real estate sales sounds like a job, but it can also be a game. Just ask the people at Playground (a division of Intrawest), who have taken a customized version of Maximizer Enterprise for their own and rebranded it as Playground GAME Station....
Re: Tooling
Business Problem: A company must design and manage a visually appealing interactive storefront for its Web site. Tech Solution: E-catalog software The ability to publish catalog items online continues to gain importance in a world where every...
The Big Picture: How to Connect the Dots to Reveal a Complete Image of New Corporate Performance Management Software Solutions
Companies have long intoned a mantra about only managing what can be measured. A metric by itself, however, is only as good as the metric one cubicle over, because a mishap or delay in the performance of one department can affect results throughout...
Too Much Pork for Just One Fork: Shiny, Clean Data and Solid Lead Qualification Will Help Satisfy All by Closing the Nutritional Sales-and-Marketing Info Loop
INNOVATIVE MARKETERS questing to make marketing smarter need clean data. Without a heaping helping of text and numbers to satisfy campaign-choice hunger and customer initiatives, however, marketers' efforts are guesswork. In the so-called age of information,...
Yackety Clack: Text Chat Is No Longer Exclusively for the Tech-Adept, Buddy-List Teen Set-It's Picking Up Steam as an Enterprise Touch Point to Facilitate Multichannel Strategies for Service and Sales Efforts
Some colleagues doubted the usefulness of Milton Santiago's idea several yeas ago of incorporating text chat into ABN AMRO Service Company's (AASC) service strategy. Despite that anxiety, AASC implemented chat in anticipation of Gen Yers coming into...
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