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. 8, August

5 Steps to Creating a Unified, Digital Multi-Channel Contact Center
Centralizing customer support activities can deliver a variety of business and operational benefits to companies. Agents who are more efficient are able to improve first call resolution rates by having a more complete view of customer information....
B2B Marketers Must Tackle Expanding Roles: New Responsibilities Extend beyond Their Original Skill Sets and Training
As customer communication channels have evolved, so have marketers' job descriptions. A recent study by Forrester Research and the Business Marketing Association revealed that a majority of business-to-business marketing leaders now have duties they...
Collaboration Makes Good Sales Great: World-Class Organizations Leverage Teamwork to Be More Successful
[ILLUSTRATION OMITTED] Sales organizations that foster a culture of collaboration are increasingly gaining a competitive edge over those that keep sales activities siloed. This was a key finding from "The Growing Gap Between Good and Great,"...
Connecting with the Digital Customer: Marketing Leaders Who Leverage Omnichannel Customer Insights Can Develop Relevant and Engaging Messaging, and Build Long-Term Loyalty
The technological revolution has changed the way individuals interact with friends, family, and the brands with which they do business. As customers move from channel to channel, they leave a wide digital footprint in their wake. By gathering, analyzing,...
Cost-Effective Ways to Deliver Multichannel Customer Service
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...
Deliver Great Customer Service: From the Call Center to the Field, Delight Customers through Better Field Service Management
Investing in Salesforce.com for Customer Relationship Management (CRM) helps you manage almost every aspect of your customer interactions to develop deep, long lasting relationships. Keeping those customers requires providing them great service....
DocuSign for Salesforce: Keep Business Digital
CLOSE IT IN THE CLOUD [TM] Using the global standard for electronic signature, DocuSign[R] for Salesforce[R] is the easiest, fastest, most secure way to send, sign, track and store documents in the cloud. Fully integrated with Salesforce, DocuSign...
Don't Fall into the Tactical Iran
Just when you think you've done everything you can to keep customers happy and loyal, their expectations change. This is especially true today, thanks to some of the rapid changes in customer interaction technologies and consumer buying behaviors over...
Empower Your Agents to Deliver Exceptional Multichannel Service and Support
One of the key principles of a next generation customer experience is the ability to service customers on their channel of choice. While some customers prefer interactions through email, others require the reassurance of speaking to a live representative....
Expect the Unexpected from Customer Experience: For True Results, Try, Try, and Try Again
NOW THAT we have finally moved past the hype surrounding Social X, we are immersed in the hype surrounding customer experience. All the promises we made about Social X (long-term loyalty, unlimited customer lifetime value, unsurpassed customer satisfaction,...
First-Ever Predictive Apps for Salesforce and the Service Cloud
MAKE CLOUD CRM SMARTER Today's apps are moving into the cloud. And so is your need for insight. The cloud is hot and leading companies have realized extraordinary benefits through their adoption of salesforce.com. But for many organizations,...
Five Best Practices for Great Multi-Channel Service
Delivering great multi-channel service can be a significant challenge given customers' expectations of fast, accurate and consistent service across channels. At the same time, companies must strive to increase service efficiency in every channel in...
Four Crucial Advantages to Improve Efficiency with an Enhanced Salesforce Implementation
Have you taken the necessary steps to properly leverage your Salesforce.com investment? Have you seamlessly integrated your contact center with Salesforce to improve your customer's experience? Salesforce has become the true constant in cloud-based...
Giving CE a Seat at the Table: Companies Have Empty Pockets When It Comes to Fixing What's Broken
"WE HAVE JUST improved the customer experience by ninety percent," a customer experience professional recently told me. "How did you manage such a remarkable achievement?" I asked. "We fixed our invoicing system. Now only ten percent of our invoices...
Harnessing the Power of Why: The Customer Holds All the Answers
Competing in the marketplace today is harder than it used to be. Too many businesses continue to rely on old sales techniques, constantly changing pricing and pushing "buy now" incentives. What they don't realize, however, is that these approaches...
How to Beat Showrooming: Retailers Don't Have to Feel Powerless against the Internet
Forty percent of Americans have showroomed, or evaluated a product in-store only to purchase it online later, typically at a lower price, according to research from Harris Interactive. Some large retailers have implemented price-matching policies...
Integration with Salesforce from Interactive intelligence[R]: A Customer's Service Experience Is Best When It Truly Is Seamless
It sounds like marketing speak, saying the customer experience is much better when it's "seamless." But when the service process really is unified and flawless--inbound, as well as outbound--customers historically rate satisfaction levels higher. Therefore...
Keepin' It Real: CRM's Reality Contest, and Why You Should Pay Attention
BY THE TIME YOU READ THIS, CRM IDOL 2013 will be in full swing. The contest, the brainchild of the mighty and beloved (and mighty beloved) Paul Greenberg, cultivates and celebrates the best in CRM entrepreneurship around the world. Once more, I'm proud...
Making the Most of Social Media: Nike Is the Most "Socially Devoted" U.S. Brand
In ancient mythology, Nike was the Greek goddess of victory. Today, Nike, the global athletic shoe and apparel company, is extending its victory to social media. Among all U.S. companies, Nike was the most responsive to customers who contacted it via...
Multi-Channel Contact Center: Delight Customers Where They Live
Abstracted from "Multi-Channel Contact Center: Delight Customers Where They Live," Aberdeen Group, November 2012 Contact centers have long been key organizational stakeholders addressing customer needs, influencing their perceptions and word-of-mouth...
Multichannel Customer Engagement: Without It, You Risk Losing to the Competition
If your company provides customer service and support, you face a highly disruptive force: pervasive technology in the hands of clients and prospects. Today's Web-age customers want questions answered and issues resolved immediately, and they want...
Seven CX Jobs to Watch: Is There a Place for You in This Growing Field?
THE ROLE of the customer experience (CX) professional is rapidly developing. Want proof? Here is a sampling of job titles from recent CX conferences I attended: director of customer advocacy, customer insights leader, customer experience analyst, chief...
The 2013 CRM Elite
[ILLUSTRATION OMITTED] EVERY YEAR, companies figure out new and innovative ways to cut costs, bolster revenue, become more efficient, and increase productivity. This year is no different, and we've highlighted some of the most impressive examples...
The 2013 CRM Influential Leaders
[ILLUSTRATION OMITTED] ALL OF THIS YEAR'S Influential Leaders are at big, multibillion-dollar companies so, naturally, big things are expected of them. And this year they delivered. They made headlines over the past 12 months for pursuing their...
The 2013 CRM Market Leaders
[ILLUSTRATION OMITTED] CRM VENDORS are making some pretty bold moves to incorporate newer technologies into their existing solutions. Whether it's through acquisitions, partnerships, or innovations, the companies represented in this year's CRM Market...
The 2013 CRM Rising Stars
[ILLUSTRATION OMITTED] THIS YEAR'S group of Rising Stars represent some promising young companies, as well as a seasoned large enterprise that has historically avoided the spotlight--until now. The one thing all of them have in common is that over...
The Best Apps Focus on Easy-to-Use, "True" Integration
Many companies are transitioning from predominantly transaction-based sales models to ones that focus on customer engagement. Beyond just looking at sales pipelines and contract size as the marks of success, organizations are beginning to consider...
The Black Hole of Customer Surveys: Don't Ask for Feedback If You're Not Going to Act on It
SURVEYING has gotten out of hand. Any time people fly, stay at a hotel, shop, bank, call customer service, use a Web site, visit a hospital, or even go out to eat, they are asked to complete a survey. Asking for feedback is great, but only if the information...
The Cloud: The Great Equalizer for the Small Contact Center: What to Consider and How to Move Forward
It's been the reality for some time. For years now, mid-size to large contact centers have had more mature, innovative cloud offerings steered in their direction by established contact center providers. Small centers with 50 agents or fewer, however,...
The Customer Experience: How "Multichannel" Leads to "Exceptional": 10 Things You Need to Build a Successful Multichannel Strategy
It's a dilemma in contact centers everywhere. How do you deliver an exceptional customer experience and control costs at the same time? One best practice is to improve call deflection rates by leveraging low-cost channels within a multichannel engagement....
The Five Most Irritating Customer Service Statements: Research Uncovers the Phrases Most Hated by Callers to Customer Service
If you want to irritate callers, be sure to let them know when they call your customer service line that their calls are very important to you. "Your call is important to us" was the top vote-getter in a survey to uncover what most frustrates consumers...
Tips for Selecting the Best Hosted Dialer: The Right Solution Will Boost Contact Center Agent Performance and Revenue
Salesforce.com has become synonymous with successful cloud-based customer relationship management (CRM) solutions. By focusing on cloud computing, the vendor has delivered a robust platform for enterprises large and small. As more businesses sign on...
Turn Meetings into Revenue [TM] with Meeting Mapper [TM]
Customer meetings are at the very core of the sales process. Opportunities start with a meeting and end with a meeting, but between the first and last meetings, there are many more meetings and customer interactions required for your account teams...
Unplug Your IVR to Lower Customer Effort, Boost Customer Experience
Few Millennial consumers begin outreach to customer service by picking up the phone. Instead, they are reaching first for their internet connected devices. With this in mind, companies are turning their attention away from IVR improvements, which no...
What's Wrong with Your Sales Process? Narrow the Gap between Goals and Expectations with Agile Selling
IN TODAY'S business environment, enterprise growth is about more than hitting a sales number. It depends on providing a differentiated and consistent customer experience across sales, marketing, and service, as traditional customer acquisition and...
Winning and Retaining Customers in a Digital World
Businesses today are challenged to keep pace with the change in consumer behavior as adoption of digital, social, mobile technologies and customer expectations rise. Whereas 24x7x365 access to information used to be novel, consumers now expect to be...
Your Customer Has Evolved, What about Your CRM Strategy? How to Foster Customer Centricity through Knowledge Management
With excerpts from "Social CRM: A Handbook" by Paul Greenberg and Coveo Today's customers are highly connected, informed, opinionated, and dictate how they want to engage with you. Your customers expect to be the center of your world. While CRM...
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