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. 8, August

An SMB Beginning
YAHOO! HAD ONLY LIGHTLY DIPPED ITS TOES in the CRM waters before, but in early May, when its Yahoo! Small Business unit launched the Yahoo! Marketing Dashboard, a free tool to help entrepreneurs discover new marketing opportunities and get a clear...
A Personal Connection
Personalize or perish--at least that's LIVEPERSON's stance, as publishing generic content to the Web is not enough. LivePerson, a provider of real-time chat, voice, and content solutions for the contact center, in December launched LP Marketer, a realtime...
Ask the Expert: Remote Agents
Q: There seems to be a lot of talk about the benefits of using at-home or remote agents as additions to the physical contact center. So actually three questions: Is the technology available to effectively implement a remote agent strategy? Are companies...
AT&T Turns to Video to Cut Call Volume: Videos Explain Bills to Customers So Call Center Agents Don't Have To
AT&T has rolled out a service that provides new customers of its U-verse TV, Voice, and Internet triple-play service with personalized video explanations of their bills. The video bills, using SmartVideo technology from SundaySky, are automatically...
Breaking Up Is Hard to Do: Nothing Lasts Forever, Not Customers or Companies
OVER THE YEARS, I've had a lot to say in this column and elsewhere about customer loyalty--what it takes to earn it, how to hold onto it, and the value it has for a business. I may even have mentioned loyalty from the other side, where organizations...
Bringing Science to the Art of Sales: Seven Principles for Boosting Business through Analytics
IN TODAY'S MARKET, companies can ill afford a poorly performing sales organization. Taking a scientific approach by applying analytics across the sales process can augment a sales force's experience, judgment, and intuition and help create more effective,...
Bulking Up on Metrics and Automation: Infusionsoft Helped Iron Tribe Fitness Boost Its Growth and Streamline Its Business Workflow
THE CHALLENGE Iron Tribe Fitness, a gym franchise headquartered in Homewood, Ala., prides itself on helping members hit their target numbers. Whether it's losing some weight, improving a muscle-to-fat ratio, or just spending a few hours working...
Business Intelligence
[TABLE OMITTED] The Market As big data continues to grow, the business intelligence market does too. Start-ups and established vendors are racing to help companies unlock insights about consumers by offering tools to mine data, analyze it, and...
Consultancies
[TABLE OMITTED] The Market As the CRM market grows with additional solutions, so, too, does its complexity, which is fueling impressive growth in the CRM consulting industry as well. While the largest consulting houses continue to dominate...
CRM Comes to Campus at a Frantic Pace: Colleges and Universities Are Starting to Use CRM Solutions to Manage Relationships with Students at Every Stage
Prompted by increased competition, colleges, universities, and business schools are looking to manage relationships with key constituent groups, such as prospective and matriculated students, alumni, and businesses, more effectively. Recognizing...
Data Quality
[TABLE OMITTED] The Market Current estimates put the waste associated with poor data quality--blamed for duplicate mailings, lost contacts, and missed sales opportunities--at about one sixth of the company budget at many organizations. That unacceptable...
Enterprise Suite CRM
[TABLE OMITTED] The Market This year, CEOs rated CRM as the most important area of investment to improve their business over the next five years, according to Gartner's 2012 CEO Survey. Global CRM software revenue totaled $12 billion in 2011,...
Facebook Sets Its Sights on Advertisers: The World's Largest Social Networking Site Ups the Ante on Its Offerings
[ILLUSTRATION OMITTED] With more than 900 million active users who produce at least 3 billion comments daily, it is difficult to ignore Facebook as a marketing platform. Despite a disappointing debut as a public company, the behemoth social network...
Healthy Challenge: An Emergency Telemedicine Consultation Provider Helps Power Physician-Patient Interactions
THE CHALLENGE Federal healthcare reform has presented both opportunities and challenges for medical providers. "Hospitals are seeing decreases in their reimbursements in addition to shortages in physician specialists across the country," explains...
Hosted Call Centers vs. On-Premise Software: Avoiding the 5 Supposed "Gotchas" of Cloud Call Centers
It's hard to ignore the promise of CAPEX and OPEX savings, especially when many businesses are still recovering from the economic crisis and are searching for ways to provide additional value to their customers. However, some applications are a better...
Incentive Management
[TABLE OMITTED] The Market Incentive management (IM) is heating up."This is a very hot area, with lots of innovation and merger activity going on," says Jim Dickie, managing partner of CSO Insights. The economy is putting pressure on companies...
In Search of the Perfect Metric: Don't Hold out for a Magic Bullet
MOST PEOPLE would like a magic bullet or secret ingredient to make everything easier. That certainly applies to voice-ofthe-customer (VoC) strategists, who have long sought a universal metric that accurately measures and predicts customer behavior....
In Vino Veritas: Drinking in Customer Experience
ONE OF THE SINCERE JOYS of living in San Francisco is the city's proximity to California's justifiably famous Wine Country. The Zinfandels of Sonoma County and the Cabernet Sauvignons of Napa County flow like tap water a little more than an hour's...
Klout for CRM? Ludicrous! Being Popular and Being a Good Customer Are Not One and the Same
KLOUT is a start-up in the social media space that launched in 2009. At that time, its CEO, Joe Fernandez, was looking to create a model similar to the FICO scores, but for Twitter. Fernandez was not sure of the implications or uses this would have,...
Making Data Sail
[ILLUSTRATION OMITTED] WHILE THE BUZZPHRASE this year has been "big data," B2B sales intelligence software provider Lattice Engines carved out a name for itself by actually taking that big data and applying it to the sales process through predictive...
Marketing Solution
[TABLE OMITTED] The Market Marketers continue to place their bets on digital technology as vendors roll out increasingly sophisticated solutions. Digital tools covering online, mobile, and email are "taking the lion's share" of the marketing...
Midmarket Suite CRM
[TABLE OMITTED] The Market Last year's blurring of the lines between midmarket and enterprise CRM offerings has not cleared much. The likely trailblazers in the midmarket are those vendors that account for the surge in cloud, social, and mobile...
More Than Just Buzz Monitoring. Uncover the Topics, Meaning, Trends and Sentiment of Customer Conversations with Experience Analytics
Social media is huge. And so is the number of online conversations on social networks. Are you regularly tracking social media posts in forums, following Twitter and Facebook comments or looking at open-ended survey questions? Have you selected a keyword...
Open-Source CRM
[TABLE OMITTED] The Market Open-source CRM solutions haven't exactly hit the mainstream just yet, but they have a lot going for them. They're often far less expensive and easier to modify than their proprietary counterparts, and if modifications...
Pop, Call, Capture: Boost Business with Salesforce.com's Customer Experience Integrations
Have you taken the necessary steps to properly leverage your Salesforce.com investment? Have you seamlessly integrated your contact center with Salesforce.com to improve your customer's experience? Salesforce.com has become the true constant in cloud-based...
Rewarding Loyal Customers: With Acxiom's Help, the Wyndham Hotel Group's Targeted Email Campaign Saw a 187 Percent Increase in Marketing Revenue
THE CHALLENGE Hotel guests are a fickle group. Providing them with an excellent experience that includes free Wi-Fi, room service, a spa, and a fitness center does not guarantee they will return for another stay. In addition, while loyalty programs...
Sales Force Automation
[TABLE OMITTED] The Market Sales force automation (SFA) has been and continues to be about enabling sales teams to sell better. "Salespeople are kind of on an island--they're set with a quota and they want to be able to track and manage the basics,"...
Salesforce.com AppExchange Best Practice: Enrich Your Salesforce.com Data with Customer Interactions to Improve Overall Customer Experience
These days, interacting with customers is more important than ever. Social media and other online outlets give consumers a platform they've never had before. As we now know from countless examples across the business landscape--loud, influential customers...
Serious about Gamification
IT'S NOT ALL FUN and games to Badgeville, even though the company competes in the emerging gamification market. For organizations that need to increase user adoption, Badgeville averages 20 to 250 percent increases in user behavior for its clients...
Shining a Light on Efficiency: Since Installing Microsoft Dynamics CRM, This Festive Firm's Conversion of New Leads Has Increased by 67 Percent
THE CHALLENGE Downtown Decorations is a Syracuse, N.Y.-based firm that designs, installs, and maintains holiday and seasonal decorations for municipalities, college campuses, shopping centers, office complexes, and event venues in all 50 states...
Small-Business Suite CRM
[TABLE OMITTED] The Market When it comes to small and midsized businesses (SMBs), cash is king. Affordability and pricing often take precedence over intricacies in functionality, and this year's small-business suite CRM leaders are no exception....
The Big Data Opportunity Instrumenting Your Business for Competitive Advantage
Big Data strategies--those that use massively parallel, specialized systems to tap customer intelligence held in high volumes of distributed, unstructured data--are changing industries, and creating winners and also-rans. Invaluable information, culled...
The Big Data Opportunity: Instrumenting Your Business for Competitive Advantage
Big Data strategies--those that use massively parallel, specialized systems to tap customer intelligence held in high volumes of distributed, unstructured data--are changing industries, and creating winners and also-rans. Invaluable information, culled...
The Dreambuilder
LONG BEFORE there were words to describe the phenomenon, Apple under Steve Jobs pursued its own "Blue Ocean Strategy," notes Denis Pombriant, founder and managing principal of Beagle Research Group. This was not a man--or company-content with following....
The Evolving Brand
ALREADY KNOWN for its wide array of consumer products, Adobe has been breaking new ground in the B2B market through its digital marketing offerings, which include Web content management and analytics tools. "We're a brand on the move," declared Ann...
The First Intelligent Virtual Agent for Salesforce and Service Cloud
AN ONLINE CUSTOMER SERVICE DILEMMA Your customers live online and demand that you do too. Companies that offer convenient, timely, 24/7 self-service options accessible via the Web, mobile devices and social networks realize improved conversion rates,...
The Guiding Assumption: What Do You Really Think about Your Customers?
DURING a recent conversation with a client, I asked, "Why are your policies so restrictive? It seems as though you don't trust your customers." "Well, that depends," the client replied. When I asked him to elaborate, he said, "Let me give you some...
The Idol Maker
PAUL GREENBERG, a perennial fixture on CRM magazine's list of influential leaders and a Hall of Fame inductee in 2010, has not let up in his pursuit of industry advancement. As president of The 56 Group, an enterprise applications consulting services...
The Loyalty Promoters
[ILLUSTRATION OMITTED] [ILLUSTRATION OMITTED] WHAT DO Apple, American Express, Intuit, General Electric, and JetBlue have in common? All are companies that rely on the Net Promoter Score, a customer loyalty metric developed by Fred Reichheld,...
The Social Media Pro
AS MORE COMPANIES reach out to customers on social networks, they're turning to enterprise social marketing platforms like Hearsay Social to make those connections. Based in San Francisco, Hearsay Social helps its corporate clients manage their...
The Unexpected Champion
IN SOME WAYS, Ben Silbermann, cofounder and CEO of the immensely popular photo-collecting site Pinterest, is just your average entrepreneur. Like many start-up founders, he moved to Silicon Valley to get closer to the action and worked at Google before...
Uncovering the Hidden Wealth of Your Customers: Don't Miss These Opportunities
Relying on your employees to grow your business is no longer enough. Savvy companies know that to be competitive, they need to convince their customers to sell, market, and help create products for them as well. In his new book, The Hidden Wealth of...
Where Are CRM Investments Going?
THE CRM INDUSTRY is continuing its climb. According to Gartner, in 2011, the industry grew 13.5 percent year over year to reach $12 billion in global sales. Various factors are contributing to this growth, such as investments in social, mobile, and...
With More Data Comes More Complexity: Companies Need to Align Their Metrics with Functional Issues and Corporate Goals When Deciphering Big Data
Companies are increasing their investments in social analytics to help them interpret the volumes of data coming in from social media platforms and monitoring tools, new research indicates. According to the Hypatia Research Group study "Social Analytics...

Oops!

An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.