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. 17, No. 4, April

8 Steps for Optimizing Your Customer Service Experience
The experiences of a customer with an organization throughout the life cycle of their relationship have a major influence on retaining the customer and ensuring his/her loyalty and advocacy. So, what are the best practices that large global organizations...
A Call for B2C Treatment in a B2B World: Take Time to Re-Examine Your Business Practices
HOW DID YOU shop for gifts this past holiday season? If you were like millions of Americans, you did at least a portion of it online. A Forrester online retail report said U.S. holiday online sales were expected to exceed $68 billion--up 15 percent...
Adoption Problems Plague Digital Wallets: Retailers Must Overcome Security, Awareness, and Integration Issues
With published reports stating that 1 billion smartphones have already been sold worldwide, retailers are eyeing digital wallets as a way to complete mobile transactions. Unlike traditional m-commerce, when a purchaser enters his credit card information...
A First Look at Second Screens: As Media Consumption Becomes More Fragmented, Marketers Consider Syncing Television and Mobile Content
When was the last time you watched television without simultaneously glancing at a smartphone, tablet, or any other digital screen? The concept of a television set commanding an entire household's attention is quickly becoming as quaint as a Norman...
Are We Too Connected?
WE LIVE IN a hyper-connected society. It's becoming more commonplace in my household--and likely yours, too--to watch television while simultaneously surfing the Web on a laptop or smartphone. Many television advertisers know this is a growing consumer...
A View from My Seat Gains Insights, Higher Usage: With Artisan Optimize, an App Developer Takes Advantage of A/B Testing and More
When Frank Panko launched A View From My Seat, a photo-sharing app that helps sports fans determine what the view will be like from various venue seats based on photos shared by a community, he needed greater insight into users' preferences and other...
Brands Must Make Emotional Appeals: Companies Should Strive to Be Less Rational with Customers
Emotional engagement is the new holy grail of marketing today, contributing more to customer loyalty and profitability than many other factors. That is the key finding of the 17th annual Customer Loyalty Engagement Index, put out by Brand Keys,...
CRM and Social Media
Social media platforms are now commonly part of the "marketing mix" for direct marketers and advertisers. As social media use becomes more widespread, it is increasingly viewed today as yet another delivery channel. There are distinct advantages to...
Cultivate a New Approach to Business and Customer Engagement: To Meet Expectations, Try Being Fair
WE ARE operating in a new environment with respect to interacting with customers and prospects. And this environment will be different tomorrow than it is today--literally. That's how fast things are changing; as new technology is created at accelerated...
Dealers Go Digital: Auto Sellers Respond to Customers with Online Options
Today's car buying process begins long before a customer sets foot in the showroom, making it increasingly important for dealerships to have a strong online presence and reputation. Recent research from J.D. Power & Associates found that 79...
Evolving Social CRM to Become CRM-Again: Move Your CRM Implementation to the Next Generation
IF YOU'VE ever watched The West Wing (all seven seasons, all 154 episodes available through Amazon Prime--yeah, don't thank me yet--it is a rabbit hole with no end), you surely recognize the phrase "What's next?" In one of the early episodes, President...
How May I Help You, Buddy? Warm Personalized Service Can Clash with Professional Detachment
FIRST, I'D LIKE TO THANK Joan at Verizon and "J" at the office of the Commissioner of Jurors. This column has nothing to do with you; you're golden. A little more than two years ago (October 2010, to be precise), I wrote about the best kind of customer...
National Nonprofit Engages Social Donors: With the Help of EpiServer, the National Down Syndrome Society Replatforms Its Web Presence
[ILLUSTRATION OMITTED] The National Down Syndrome Society (NDSS) aims to enhance its constituents' quality of life. However, its efforts were hampered by outdated technology. A nonprofit organization must constantly seek new revenue streams and...
Sales Reps Are Falling Short of Their Goals: Short-Term Strategies and a Lack of Automation Could Be Culprits
Despite dramatic changes to their compensation packages, many firms are finding that their salespeople are still underperforming, according to new research from Deloitte Consulting. More than 60 percent of sales leaders responding to Deloitte's...
Should Your Company Abandon Phone Support? Why Several Silicon Valley-Area Firms Have Done Just That and Are Sticking with Their Decisions
DON'T BOTHER CALLING SQUARE. The rapidly growing mobile credit-card processing company has joined an increasing number of Silicon Valley-area tech firms, including Google, Facebook, Twitter, LinkedIn, and crowdsourced question-and-answer site Quora,...
Sign, Seal, and Deliver with E-Signatures: New Technology Enables Companies to Close Deals Faster and Satisfy Compliance Issues-All While Cutting Costs
[ILLUSTRATION OMITTED] The days of waiting for a contract to arrive in the mail may soon be a thing of the past, thanks to e-signature technology. With the mere swipe of a finger on a mobile device or tablet, businesses can complete legally binding...
Social Customer Service That Satisfies: Get Satisfaction Helps Online Video Broadcast Platform Provider Ustream Benefit from a Support Community
[ILLUSTRATION OMITTED] Online video broadcast platform provider Ustream has much to distinguish it, but perhaps its most unusual honor is the Guinness World Record it set in June 2011. The record, for "Most Content Ingested by an Online Video Service,"...
The Age of Collaboration: Why Mark Zuckerberg Is Not the Father of Social Networking
WE'VE COME to a point where it takes a village to get business done. That's neither good nor bad, just the truth. Fortunately, if you think of your company as that village, then social, mobile, cloud, and analytic tools came along at just the right...
The Future Is Now for Data Analytics: Turn Data Insights into Customer Excellence
THE BUZZ in the CRM industry is about big data. This data may come from your back-office ERP systems, your CRM system, social insights, or third-party sources. At the end of the day, all that counts is your ability to use this data to make more...
The Introduction of Matrix Commerce: Delivering a Seamless Buyer Experience Is More Important Than Ever
[ILLUSTRATION OMITTED] There is no doubt that meeting customer expectations has become more complicated. Customers are shopping at all hours of the day and night and via multiple channels, and they want their items delivered quickly, with a dose...
What's in a Domain Name? Here's What You Need to Know about the New Internet Landscape
Picking a name for your new Web site is about to become a lot more complicated. Approximately 1,400 Web suffixes, like .PLAY, .lifestyle, .Paris, and .mcdonalds, may soon join familiar domains such as .com and .org, giving businesses many more choices...
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