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. 7, July

2013 Annual Buyer's Guide
Welcome to CRM magazine's 16th Annual Buyer's GUIDE As the publisher of CRM magazine, I'd like to introduce you to our annual Buyer's Guide, if you are not already familiar with this resource. The first thing I want to emphasize is that the print...
A Delicate Balance: Are CRM Vendors Sending Mixed Messages, or Complementary Ones?
SOMETIMES IT SEEMS CRM vendors are a contradictory lot. On one hand, they provide thought leadership for the future of customer interaction, and invent new ways to provide better outcomes for the parties on either side of the transaction. On the other...
A Matter of Time: Home Automation Services Company Vivint Uses Agent Downtime to Increase Productivity
Vivint provides home security, energy management, and automation services to more than 675,000 customers in the United States and Canada. The 400 agents in its customer service and retention groups support multiple products, but still have their share...
(Ap)perception Becomes Reality
IF YOUR COMPANY is jumping into social media because that's where the customers are, then, by the same logic, it should think about video--especially considering the popularity of mobile devices. I commute to and from Manhattan for my job, and on...
Beyond FAQs: The Tangible Benefits of Online Self-Service
Online self-service capabilities--in which customers can make inquiries, check transaction status, or even resolve an issue without going through live customer-service agents--have made the leap from phone-based interactive voice response systems to...
Big Data and Customer Experience Begin to Converge: But 54 Percent of Companies View Big Data Analysis as One of Their Challenges
Gartner estimates that the amount of data that companies collect, store, and analyze is growing at a rate of 40 percent per year. For companies, it can be all too common to get caught up in the sheer volume of data, but the variety is equally--if not...
Big Data Demands Organizational Change: Technology Is Only One Part of the Equation
Aside from the advent of the Internet itself, big data is having the greatest technological impact on the economy, Andrew McAfee, principal research scientist at MIT's Center for Digital Business, told attendees during his keynote at the SAS Global...
Capturing an Emerging Market: Innovative Customer Contact Gives British Gas an Edge in Smart Meter Technology
Aspect For the millions of customers served by British Gas across Scotland, Wales and England, Smart Meter technology represented a shift in efficiency and cost savings by allowing consumers to see exactly how much energy they are using at any point...
'Citizen Commerce' Site Highlights Products with Meaning: Curalate Helps the Grommet Succeed in Social Media Promotions
[ILLUSTRATION OMITTED] Billing itself as the "citizen commerce" site of record, The Grommet is an Internet destination that is equal parts curated online marketplace and product discovery portal. Its goal is to "bring meaningful products to market,...
Drug Makers Are in the Midst of a Digital Revolution: Pharmaceutical Firms Are Sharpening Their Focus on Multichannel Marketing and Analytics
The pharmaceutical industry is undergoing a customer engagement revolution that demands improved capabilities from sales and marketing organizations, according to new research from Accenture. The research found that senior sales and marketing executives...
Earning Fans from the Inside Out: It's Not about Points or Rewards Cards
Companies that want to create a lasting bond with customers might look to Enterprise Holdings, the parent company of Enterprise Rent-A-Car, National Car Rental, and Alamo Rent a Car brands, for inspiration. With more than 70,000 employees in 40 countries...
Enterprise Software Retools Customer Experiences: Disruptions in the Traditional Sales Model Create Urgency for Vendors and Opportunities for End Users
The balance of power in the enterprise software industry has shifted to business users, according to a recent PricewaterhouseCoopers (PwC) report. Growth of nontraditional vendors offering cloud services, new online business models, and lower margins...
Happy Agents, Happy Customers: Increased Agent Productivity Leads to Increased Satisfaction
RECENTLY, we measured the impact of happy customer service agents on customer experience at several of our clients' contact centers. The results were no surprise: Happy agents drive happy experiences. (They also drive down attrition rates, a costly...
Healthcare Gears Up for Coming Mandates: Companies Try to Ease the Pain of New Government Regulations
Ask everyday consumers what government healthcare mandates mean and they are likely to respond with salty language. Ask healthcare providers the same question and they might say, "A big headache." Speech technology companies are looking to change that...
Making the Play with CRM: As with Baseball, Customer Service Is a Waiting Game
NOT LONG AGO, a customer asked me to name the best strategy for providing customer service. It's a natural question given the way we in the modern world think. Surely we can reduce any problem to one correct answer and be on our way, right? Alas,...
Mobility Drives Multichannel Video Strategies: The Personal Nature of the Platform Requires New Customer Engagement Tactics
[ILLUSTRATION OMITTED] MAINSTREAM Video content and distribution platform YouTube estimates that more than 1 billion unique users visit it each month. In addition, some 4 billion hours of video per month are streamed through the company's platform....
New Survey Reveals What Online Shoppers Want: For Retailers It's All about Meeting Rising Customer Expectations for Channels, Choices, and Convenience
Most shoppers who regularly buy online prefer the experience to shopping in person, according to a recent UPS survey conducted by comScore. Seven in 10 online shoppers say they would rather use a computer, smartphone, or tablet to buy a product from...
Proactively Engaging Customers at Key Moments of Truth with Cloud Based Outbound IVR Technology
VoltDelta The benefits of proactively engaging customers at all stages of a relationship life cycle (attention, acquisition, retention, etc.) are that it cultivates loyalty and creates operational efficiencies. These moments of truth are opportunities...
Publishers Clearing House Clears Coregistration Concerns: The Company Bolsters Its Customer Base with eWay's Multichannel Acquisition Solution
Say "Publishers Clearing House" and most Americans probably immediately think of blue vans, giant checks, and screaming winners from the near-ubiquitous "Prize Patrol" PCH Sweepstakes ads of the 1980s and 1990s. The company has been around since 1953,...
Screaming for a Good, Fundamental Customer Experience: Sometimes the Fun, Shiny Objects Are Just the Cherry on Top
CUSTOMER experience (CX) feels like "the next big thing." In many cases, it's a term companies are using in reaction to the growing power consumers have due to their affinity for devices and social networks--and their desire to operate more of their...
SMB Mobile Adoption Is on a Fast Track: Sixty-Eight Percent Will Increase Mobile Spending in the Next Year
Small and midsized businesses (SMBs), which traditionally lag far behind large enterprises in technology adoption, are pretty much on par with their larger counterparts when it comes to mobile applications, according to research from The SMB Group....
Taming Chameleon Customers: Create a Brand Experience to Meet Their Changing Needs
THE CHAMELEON is Mother Nature's fickle trickster. Color is just one of the chameleon's changeable characteristics. Calm and content one minute, the chameleon can change to hissing aggressor the next. For many companies, consumers have become the...
The Prospects and Limitations of Neuromarketing: Companies Bring an Emerging Science to the Art of Marketing
[ILLUSTRATION OMITTED] LET US, FOR JUST A MOMENT, consider the traditional ye olde focus group. In the focus group of yore, you'd show participants a product or ad, have them engage with it, and ask what they felt, if there was something that would...
Three Must-Know Drivers for Outbound IVR Communications
Genesys | Angel Outbound IVR or proactive customer communications (PCC) is referred to as any outbound communications solution that delivers proactive notifications, alerts or other messages. Recipients can include consumers, constituents, patients,...
Using Outbound IVR and SMS to Improve Workflows and Streamline Business Processes
VOXEO More companies are using outbound interactive voice response (IVR) to improve the customer experience. Automated outbound calls and SMS messages can quickly deliver information to hundreds or even thousands of customers, reducing inbound inquiries...
Using VC101[TM] to Optimize Customer Service Experience
iq services IQ Services has a vision: give companies confidence their contact center and communications solution investments deliver a customer service experience that guarantees success. To commit to that vision and take services to the next...
Workforce Management: Better but Not Good Enough: What Makes an Ideal Solution?
THE WORKFORCE MANAGEMENT (WFM) market is coming on strong. This is clear from the growing number of vendors in the market. A few years ago, the contact center WFM market consisted of three leaders--Aspect, NICE/IEX, and Verint--and a few lesser-known...

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