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. 9, September

Aspect[R]: Research Reveals Results: Building a Next Generation Contact Center Leads to Better Outcomes
As companies are under pressure to deliver continuous financial success, most organizations are turning to their most valuable asset--customers--to gain a competitive edge. Customers on the other hand, use numerous channels (e.g. web and social media)...
Avoid the Spam Folder: How Marketers Can Save Outbound Emails from the Dreaded Fate
[ILLUSTRATION OMITTED] Email is dying. Email is not dying. Regardless of where you stand in the ongoing debate, one thing is certain: Unsolicited emails are alive and well. Commonly known as spam emails, junk messages about how to get rich quick,...
B2B Tech Buying Cycle Is 20 Percent Longer: Internal Buying Complexity, Vendor Marketing, and Sales Processes Are the Main Culprits
It takes longer to buy enterprise technology now than it did three years ago. So says global research and market intelligence firm IDC, based on its survey of 199 companies that made large technology purchases during the past 12 months. According...
Beginner's Guides to Data Security and Information Security Compliance & Audits
In virtually any regulated industry, and especially in the accounts receivable management (ARM) industry, compliance is at once a legal requirement, a risk management strategy, and an ethical imperative. If you are a third-party collector for a creditor...
Clicktools: Knowledge Management for Great Customer Experiences
Most businesses understand the value of shaping customer experience. If you consistently get high marks in this area, you've likely got happy customers who become repeat customers and hopefully even evangelize your products. Thus, a winning customer...
Cracking the Code on Cyber Crimes: Despite Efforts to Proactively Protect Customer Data, Computer Intrusions and Online Fraud Are on the Rise
LinkedIn inadvertently found itself the poster child for customer privacy protection when, in early June, word spread of a password leak with the potential to affect 6.5 million users. In the hours that followed, LinkedIn would tweet to some 180,000...
Expedias Corporate Travel Arm Takes an InsideView on Sales: Egencia Uses Sales Intelligence Solution to Identify Opportunities and Leads
Like most businesses in the corporate travel management sector, Egencia, an Expedia company, needed to adapt to a new selling environment after the recession. Buyers today have endless information at their disposal. Research can be conducted prior...
HD Voice Clears Up the Phone Experience: Wideband Audio Could Be the Next Evolution-Or Revolution-In Technologies to Hit the Contact Center Space
[ILLUSTRATION OMITTED] The telephone is following television into high-definition territory, with HD voice (also called wideband audio) promising to make callers sound like they're practically in the same room. Surprisingly, though, upstart Voice...
How Analytics Makes Us Smarter: Turn Information into Insight: If You Don't Turn Data into Actionable Intelligence, Don't Bother Collecting It
CONSUMERS generate a jaw-dropping amount of data every day, about 2.5 quintillion bytes' worth. And every day, companies and their traditional CRM solutions struggle to make sense of all this data. According to a recent IBM survey of 1,734 chief marketing...
Join the Digital Disruptors: Three Experience Trends You Can't Afford to Ignore
EXECUTIVES don't decide how customer-centric their companies are--their customers are the ultimate arbiters. Digital disruptors--a term coined by Forrester describing companies that leverage digital platforms to take advantage of customers' heightened...
KANA: 10 Signs Your Search Engine's Stalling: Are Your Agents Compensating for Search Engine Incompetence? the Time Has Come to Take a Hard Look at Your Knowledge Management Strategy
If you want to make knowledge management work for your agents, rather than the reverse, take a look at what's really going on as customer interactions unfold in the contact center. At KANA, we make a point of it--seeing how agents search for answers...
Oracle[R}: Knowledge Management: 5 Steps to Getting It Right the First Time: Transform Customer Service with Oracle's Comprehensive Solutions
INTRODUCTION Today, customers engage with organizations through an increasing number of channels--and expect more from each one of these interactions. As a result, connecting customers quickly and efficiently with the information they need has become...
Outsourced Home Agents Market to Double by 2015: Technical Support, Communications, and Media Verticals Will See the Most Growth
The number of outsourced home agents will double by 2015, thanks to innovations around security, vertical market expansion, and forays beyond the traditional U.S. market, according to industry analyst firm Ovum. However, while this model will outgrow...
Reaching New Heights in Customer Service: Altitude's Advanced Contact Center Solution Helps Al-Jomaih Lead the Market
[ILLUSTRATION OMITTED] Some companies--the proactive ones--don't wait for a problem to arise before investing in new technology. Often, it's a commitment to delivering great customer experience that drives their technology purchases. This is certainly...
Relevate[TM]: Marketers Improve Customer Engagement and Data Collection with Real-Time Data Services
How do you best engage your customers and sales leads with the limited information you gather from web forms, point of sale transactions, or inbound phone calls? What impact would additional intelligence about a customer make in routing leads within...
Retailers Are Rethinking Their Mobile Strategies: Smartphone Users Are Not as Purchase-Driven as You Might Think
While 91 percent of retailers have mobile strategies in place, about 44 percent say they have not optimized their mobile presence to address tablet and smartphone shoppers. According to the Shop.org and Forrester 2012 "Mobile Commerce Survey," U.S....
Stop Touching Me! Communication Is Good, but Too Much Can Spell Disaster
PEOPLE CAN BE HYPOCRITES when it comes to communication. All animals communicate. We have a plethora of animal-based similes to describe people who won't shut up: chattering like a chimp or magpie, yapping like a dog, even squealing like a pig (though...
The Numbers Game: Sports Teams Struggle with Collecting and Analyzing Data about Their Supporters
Sports today is all about statistics--runs batted in and earned run averages, free-throw percentages and three-point scoring, penalty minutes, goals scored, and shots blocked. In just the past year or so, a handful of teams have also started collecting...
The Revitalization of the Workforce Management Market: One-Size-Fits-All Solutions Are No Longer the Answer
THE WORKFORCE MANAGEMENT (WFM) market has awakened and is attracting replacements and new sales at rates never seen before. Interest in WFM solutions is being driven by a number of unique events. Contact center managers have been asking for better...
Tread Cautiously with Personalization: Retailers Can Look at Customers' Locations, Past Purchases, and Even Their Computer Brand to Customize Content
[ILLUSTRATION OMITTED] Orbitz found itself under a spotlight recently when the Wall Street Journal published an article about the online travel agency's experimental method of segmenting hotel listings by the type of computer a shopper was using....
Uncovering the Impact of Facebook Ads: Stylistpick Gains Social Marketing Insights and More with Marin Software
Flip through the pages of any celebrity-studded magazine and you will find the calculated work of a stylist. Stylistpick.com--a "one-stop shop" for clothing and accessories curated by celebrity stylists--lets average consumers sample that luxury as...
Using CRM to Read Digital Buyer Intent: A Decline in Face-to-Face Selling Calls for New Solutions
AS PART OF CSO Insights' recent Sales Management Optimization study, we asked the 650-plus firms we surveyed to tell us what the ultimate outcome was for the deals they forecast to close. The chart below summarizes the responses we received. Let...
Voxeo: Personalization: Where Everybody Knows Your Name
According to the White House Office of Consumer Affairs, a dissatisfied consumer will tell between 9 and 15 people about their bad experience. About 13% of those dissatisfied customers tell more than 20 people. Yet each day customers become frustrated...
What Email Marketers Can Learn from Social Media
WHILE MORE customers are interacting with businesses via social media, organizations should not lose sight of some of the established customer communication channels. What's more, they should apply one of the biggest lessons learned from social media...
Working from the "Outside In": Forrester Research Reveals Customer Experience Insights and Analyses
It is no secret that customer experience has become a critical component of a company's ability to stay on top of the competitive landscape. In their new book, Outside In, customer experience experts Harley Manning and Kerry Bodine of Forrester Research...
Author Advanced search

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.