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. 16, No. 6, June

A Customer Support Portal to Rely On: IRely Makes a Wise Choice with TechExcels CustomerWise
An enterprise software provider for the management of commodities from farm to fork, iRely serves organizations that handle the origination, trading, manufacturing, and distribution of commodities. Headquartered in Fort Wayne, Ind., it has about 400...
Big Data, Big Deal: What You Don't Know Can Hurt Your Business
[ILLUSTRATION OMITTED] THE TITLE says it all, doesn't it? Or does it? We are in what has been called, often enough, the era of big data. Yet you read the title of this article, four words, extremely little data, and even with those few words to...
Brooks Brothers Adds Value through Advanced Testing: Monetate Helps the Retailer Optimize Its Web Site and Fine-Tune Its Campaigns
[ILLUSTRATION OMITTED] As the self-proclaimed oldest clothing retailer in the United States, Brooks Brothers takes pride in its long history of offering well-tailored suits and being attuned to the needs of its customers. The company, for example,...
Business Intelligence and Analytics Are Getting Hotter: More Companies Are Wising Up to These Applications' Benefits
[ILLUSTRATION OMITTED] A surefire way to draw customers to a casino is to give them cash. The hard part is figuring out how much, according to Ralph Thomas, vice president of strategic analytics and database marketing at Seminole Hard Rock Gaming....
Customer Experience Is Critical in Net Promoter Benchmarks: Apple, Virgin America, JetBlue, USAA All Nab High Scores
Virgin America, Amazon.com, Costco, and Apple are among the leaders of the pack in customer loyalty this year, according to Satmetrix's 2012 Net Promoter Industry Benchmarks survey. In the survey of more than 30,000 U.S. consumers spanning 22 industries,...
Driving Performance with Embedded Business Intelligence Analytics in Your Voice Application: Turning Customer Data into Customer Service Excellence for a Competitive Advantage
Globalization, intense competition and the volatile economic climate are forcing companies to re-evaluate how they manage customer interactions. Customer expectations are higher and budgets are tighter. While companies seek every opportunity to improve...
Extreme Trust: Why Companies Need to Step Up Their Game
In an age where every action a company takes can be instantly exposed across the Web, consumer trust is more important than ever. In their new book, Extreme Trust, Don Peppers and Martha Rogers, Ph.D., founders of the management consulting firm Peppers...
Find the Right Social Media Monitoring Tool: Knowing How Your Brand Is Faring on the Web Is Essential, but Which Solution Is Best for Your Organization?
[ILLUSTRATION OMITTED] In just a few years, social media has grown from a novelty into a communication system that has been embraced by millions of people around the world, in addition to playing a vital role in the marketing strategies of businesses...
Hearing 140 Million Voices: It's Easier Than You Think to Make Sense of Twitter
[ILLUSTRATION OMITTED] The first tweet went out on March 21, 2006, when Twitter cofounder Jack Dorsey sent a post to seven of his friends. Today, 140 million people around the globe are active users of Twitter, turning to the social media site to...
Making a Case for Discipline(s): Six Essential Strategies for Success
THE EXPLOSION of social channels including Facebook and Twitter, as well as countless other technological advances, has made 2012 the Year of the Customer. Consumers can instantly exchange product and brand information with others, comparison shop...
Modern Medicine: A Marketing Headache: Providers Struggle in an Industry Undergoing Massive Change
[ILLUSTRATION OMITTED] When it comes to customer self-service, the medical industry is far ahead of many other verticals in its use of technology, but customer use of those options is still far from prevalent. Typically, only 15 percent of all...
M&T Bank Catapults Its Close Rates: Leads360's Dial-IQ Helps the Mortgage Group Achieve Real-Time Results
When Joseph Semrani found himself dodging cubicle corners shouting, "Hot lead!" he knew it was time for a more "robust" means of communication with his inside sales team. As regional customer service and sales manager in the mortgage division at...
Old Dog [Not Equal to] New Trick: To Serve Customers, Go with What You (and They) Know
THE LAST TIME you visited this page, I was spouting something about how repetition makes actions easy and natural. Well, either I forgot about that, or I'm doubling up on my inspirations again, because this month is going to hit a similar--though not...
Sales Reps Find Strategic Aid with SAM: An Underused Technology Offers Huge Potential
STRATEGIC Account Management (SAM) is a concept the vast majority of sales organizations embrace as something that is mission critical or very important to their success. Yet for all the attention SAM gets today, very few companies actually excel at...
Smarter CRM: Sometimes, the Cloud Is Not Enough
MIGRATION to the cloud has been the dominant trend within CRM for the last several years. But what is it that is being moved to the cloud? And will it enable organizations to achieve the CRM goals that they are setting for themselves? More important,...
Speech Analytics-Bridging the Great Unknown
Speech analytics is one of the most promising analytics technologies on the market today. It holds the key to helping organizations meet the demands of an increasingly vocal customer as well as make sense of increasingly complex processes. Speech analytics...
Take a Healthy Approach to Social Media
SOCIAL MEDIA is emerging as a viable forum for sales, marketing, and customer service professionals to connect with customers. But be careful not to treat it as "just another service channel." I've already heard too many CRM professionals describe...
Transforming into a Social CRM Enterprise: Being Successful at Social Media Often Requires Organizational Change Management. Here Are Some Tips to Follow
[ILLUSTRATION OMITTED] It's no secret that the power of social media lies in the connections it creates. More companies, however, are also realizing that good social CRM connections can improve their bottom line as well. Starwood Hotels &...
Turning Customer Conversations into Operational Improvements
Brian Spraetz, Sr. Product Marketing Manager, Enkata Speech analytics is a proven technology for extracting business intelligence out of recorded customer conversations. It unearths valuable nuggets of information that cannot be easily found through...
Web Chat and Speech Analytics Are Set to Surge: More Contact Centers Will Deploy Technologies in 2012
Web chat and speech analytics are the contact center technologies that will experience the highest levels of growth in 2012, according to research from contact center industry analyst firm ContactBabel. According to ContactBabel's "U.S. Contact...