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. 11, November

3 Steps for Delivering Great Customer Experiences
Businesses worldwide operate in a new era. Customers are taking charge of their relationships with brands, and the customer experience has become the most important differentiator and driver of business value. In fact, according to the 2011 Customer...
Analyze the Cost and Effect of Customer Experiences
HOW DO YOU cut costs while providing great customer service? This is one of the most popular questions among customer service executives. And, as the use of different customer interaction channels (e.g., mobile, social, and Web) increases, the question...
A Practical Approach to Customer Experience Management
The goal of customer experience management is to shepherd the process of turning customers into fans, which sounds like a win-win scenario for customers and businesses. What company doesn't want customers singing its praises via social media and in...
Big Data Analytics Can Help Improve Information Security: But Using Such Insights for Fraud Prevention Has Room for Growth
[ILLUSTRATION OMITTED] Companies are just now beginning to harness the power of big data for the purposes of information security and fraud prevention. Only 50 percent of companies are currently using some form of analytics for fraud prevention,...
Companies Struggle to Manage Customer Analytics: A Forrester Report Highlights Big Data Challenges Companies Face
In the world of big data, customer analytics is the holy grail for marketing. But a recent Forrester Research report illustrates that most companies struggle to find value from their customer analytics efforts. In the "State of Customer Analytics...
Connecting Retail and E-Tail: More Retailers Are Combining CRM Data, Social Media, and Personalization to Improve the Customer Experience
[ILLUSTRATION OMITTED] I found the perfect ski jacket. I was in L.L. Bean. It was winter and I was eager to scour the store for cold- weather clothes. The jacket was black and fitted and I simply had to have it, except I needed it in a smaller...
Cost-Effective Ways to Deliver Multichannel Customer Experiences
As customer interaction channels continue to multiply with the explosive growth of new communication channels like social networks and smart phones, multichannel customer service is no longer a "nice to have." So, how can companies provide multichannel...
Cricket Chirping or the Rustling of Paper
"Information is a source of learning. But unless it is organized, processed, and available to the right people in a format for decision making, it is a burden, not a benefit." --William Pollard It's Friday two weeks before quarter close and as...
Cross-Channel Design Can Be Transformational: Companies Today Must Deliver Cohesive Experiences across Multiple Touchpoints
As customer interactions move to an array of devices, companies must design and deliver cohesive experiences across multiple touchpoints, but few are in a position to do this, according to a new report from Forrester Research. "Unified experiences...
Customer Experience Management Four Intuitive Steps to CX Delight
The growing need to deliver a superior customer experience (CX) has become a top priority for contact center managers and executives alike. Customers are increasingly communicating with businesses through multiple channels to not only resolve their...
Customer Experience Management: Three Strategies for Creating Processes That Drive Satisfaction and Loyalty
The ultimate goal for businesses is to build strong customer relationships. As companies grow and become more complex, the need to create simplicity and provide ready access to customers becomes an imperative to achieve high satisfaction rates and...
Don't Doom Your VoC Strategies: A Six-Step Plan to Overcoming Common Obstacles
I'VE ALWAYS enjoyed the unexpected ending of the movie Raiders of the Lost Ark. [ILLUSTRATION OMITTED] Throughout the film, Indiana Jones relentlessly pursues the Ark of the Covenant, risking life and limb to keep it from the Nazis. Through a...
Enterprise Video Conferencing, Telepresence Revenue Down: Broader Macroeconomic Factors and Cautious IT Spending Could Be the Reasons, IDC Finds
Despite the promise of low-cost communication, the enterprise videoconferencing and telepresence technology market saw a 10 percent decrease in revenue year-over-year for the second quarter of 2012. According to the latest IDC Worldwide Enterprise...
For Robin Ruth, Streamlined Sales Are in the Bag: SupeRep Helps the Global Accessories Company Expedite Orders Straight from iPads
[ILLUSTRATION OMITTED] Robin Ruth, one of the largest global distributors of souvenir totes, scarves, and fashion accessories, is most commonly known for its ubiquitous "city bags," colorful shoulder bags adorned with names of locations like Cannes,...
Future Shock? or Not? Is Frustrating Customer Service Inevitable?
THE FUTURE will just be more annoying." Although it may seem odd to quote oneself, this little catchphrase of mine has been much on my mind lately. I developed it as a response to a question I am often asked by friends, relatives, and others who...
Instrumenting Your Business to Manage the Customer Experience: The Big Data Opportunity
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...
Mixing Art and Science in Retail: VF Corporation Gains More Customer Insight and a Faster Workflow with Alteryx
Every successful apparel retailer knows that speed and efficiency are essential for staying ahead in the rapidly moving fashion industry. VF Corporation, a clothing and footwear company whose brands include 7 For All Mankind, Jansport, Nautica, The...
Moving from Customer Service to Customer-Inspired Excellence
What kind of customer experience does your organization provide? We're not talking about the idealized, superlative service that you'd like to deliver--we're referring to the day-in, day-out experience that customers receive, however they choose...
Nine Easy Steps for a Quick Customer Experience Tune-Up
An exclusive survey and research report from Bloomberg Businessweek Research Services Customer experience (CE) is the new imperative. However, among the top concerns companies have regarding CE are costs and delayed return on investment. The good...
The Art & Science of Delivering Exceptional Customer Experiences: 5 Best Practice Principles
The words of wisdom written by famous artists and scientists transcend time and place. They can be a catalyst for inspiring successful contact center best practices. With today's cloud-based contact center technology, there are many ways to build meaningful...
The Cost-Benefit Balancing Act: Next-Generation Customer Contact
Businesses know good service is important. In a 2012 survey conducted by Forrester Research to evaluate current trends in next-generation contact center technologies, 90% of customer service decision-makers told Forrester that delivering good service...
The Evolution of Management: Why the Challenges You Face May Not Be Your Fault
IT STARTED with tears--many of them. "This is all I know. I do not know any better," my client cried during a break in an intense planning session I was conducting. This general manager was overwhelmed by poor employee engagement results and a high...
The Flexibility of 'The Cloud'
Today's connected customers require companies to act in real time to their questions, comments, and issues. Cloud contact center services are proving to be a fundamental component necessary for bringing about these capabilities with speed and agility...
The New Measure of Customer Service Success: Why Some Traditional Performance Metrics Are Wrong and What You Need to Evaluate Now
[ILLUSTRATION OMITTED] USING customer experience as a competitive differentiator is a goal for many businesses, but many find it's easier said than done. As proof of this, more than two thirds of business leaders recently surveyed by Forrester...
The New Sales Tool Is Mobile: Innovation and Strategy Are Key to Outpacing the Competition
AS MOBILE technologies become ubiquitous, organizations face unprecedented opportunities to better equip their sales teams with powerful new solutions. By taking advantage of today's mobile revolution, companies can improve sales representatives'...
The Wisdom of Crowds: The Voice of the Customer Is More Than a Buzzword
I WAS AT a conference recently--CRM Evolution, in fact, which should give you some idea of print lag--and the same word kept turning up: crowdsourcing. I'm familiar with it, and so are you--at least the concept of it. It's the idea of turning to a...
Transforming Social Media Data into Predictive Analytics: More Organizations Are Leveraging Psychographic Data to Forecast Positive-And Negative-Results
[ILLUSTRATION OMITTED] [ILLUSTRATION OMITTED] CONSIDER IT the next frontier in social media marketing: While some companies fine-tune their ability to monitor social media networks, others are going one step further, fusing social media data...
Transforming the Customer Experience with Responsive Customer Care
We find ourselves in a new paradigm. Communication technology has shifted power from the hands of a few to the hands of the many. By 2016, more than one billion smartphones will be in use, and more than 60% of inbound customer service calls will come...
Understanding and Managing the Customer Experience in a Multi-Channel Environment
A recent survey found that 89% of consumers have started doing business with a competitor following a poor customer experience. In the current economic environment, customer service has not only become a competitive differentiator, but a hallmark of...
Understanding the Shopper Economy: How Marketers Can Turn Behavior into Currency
As every marketer knows, today's consumer is more connected and informed than ever before. The trick is to make that work to the marketer's advantage. Liz Crawford, a senior industry analyst at the Path to Purchase Institute, shows readers how to motivate...
What's Your Prospect's Score? Companies Get Savvier at Finding the Hottest Leads
[ILLUSTRATION OMITTED] When it comes to advertising, all businesses have the same goal: to find out which consumers are more likely to buy their products or services and determine how to best allocate their marketing budgets to reach those customers....
Why Contact Centers Don't Adopt Performance Management: Despite Excuses, Catching Up with Other Enterprises Is Only a Matter of Time
CONTACT CENTER performance management (CCPM) is a process and an application, both of which are misunderstood and under-appreciated by the market. The concepts underlying CCPM represent a well-tested approach to data-driven management being applied...
Work-at-Home Solution Flies for Alaska Airlines: The Company Maintains High Standards with Telecommuting Agents Using Envisions Click2Coach
[ILLUSTRATION OMITTED] When Alaska Airlines, the seventh-largest U.S. carrier, added new and domestic routes to its itinerary, it needed to grow its contact center staff without a great deal of expense. The company found the solution in work-at-home...
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