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. 9, September

Are You Listening? Whatever Your Profession, Hearing What Your Customers Say Is Crucial
LET'S SWITCH things up a bit. You've gotten used to seeing essays about business on this page, especially concerning CRM and its subdisciplines. I have decided we need a change of field. This month, we're going into medicine, specifically otology (the...
Consumers Call Personalized Email Marketing 'Superficial': Marketers and Consumers Are on Different Pages When It Comes to Email Marketing Effectiveness
In the past, email marketers relied on "batch and blast" methods of sending out content to large numbers of consumers, with little to no personalization. Though personalization has become more prevalent, consumers are still dissatisfied with the state...
Creating Brand Promoters: Expressing Genuine Interest in Customers Is Key to Extraordinary Service
The results are in: More than 90 percent of unhappy customers refuse to ever do business again with companies that have provided bad experiences, Steve Curtin reveals in his new book, Delight Your Customers: 7 Simple Ways to Raise Your Customer...
Customer Retention Requires Open Communication: Research Finds a Link between Customer Loyalty and Continued Engagement
When it comes to customer loyalty, the way to keep customers coming back is to keep the lines of communication open, according to a report from Impact Learning Systems, a provider of customer service, telephone sales, and field service training. It...
Embracing Context-Aware Knowledge to Power Customer Service
As a rule of thumb in customer service, any customer issue not resolved quickly will see its cost roughly triple. When you factor in research time, contact and context reestablishment time, time spent finding and bringing in experts to help, escalation...
Five9's Cloud-Based Dialer Means More Productivity for DirectBuy: Automatic Dialer Brings Substantial Cost Cuts for the Member-Based Buying Center
In the sweltering summer of 2012, the San Diego franchise of DirectBuy, a member-based home improvement and furnishing consumer buying center, was facing a problem. Its call center, a small, manually driven outfit, could not keep up with its member...
Looking beyond Multichannel: Take a Holistic Approach to Building Customer Relationships
MORE AND MORE retailers are moving from multichannel to cross-channel operations, bridging siloed systems to give the consumer a seamless brand experience. But those who have experienced the benefits of cross-channel have come to recognize an even...
Luxury and Discount Retailers Seize Digital Marketing Momentum: With No One-Size-Fits-All Solution, Companies Strive to Stand out to Core Customers
As a reliance on social media becomes increasingly pervasive among consumers of luxury and discount retail, both industries have had to accept that shoppers across the board now have one thing in common: a growing desire to connect more personally...
Marketers Struggle with Big Data: Nearly Half of Marketing Executives Don't Use Big Data to Understand Customers
As the amount of customer interactive data continues its tremendous growth each year, marketers are finding themselves paralyzed by the sheer amount of available information, and admit that they are unable to use it effectively. According to a survey...
Meeting the Social Media Challenge: Build a System That Works for Your Company
WHEN SOCIAL MEDIA volume is low, it is typically handled manually by one or more people in a company's marketing department. These people are assigned to check Facebook and/or Twitter a couple of times a day and respond when appropriate. As the volume...
Mobility, Collaboration Mark Enterprise Evolution: Businesses Are Taking a Cue from the Consumer World
As mobile devices infiltrate the workplace, business professionals expect more from smartphones and tablets, and equipment manufacturers and service providers will need to rework their approaches to product development as a result, session after session...
Organizational Design from the outside In: Architect Your Business with a Focus on the Future
GLOBAL OUTSOURCING, cloud-based computing, digital distribution channels, and social media have disrupted traditional forms of competitive advantage. Products are no longer the primary vehicle for delivering value to customers, and companies are turning...
Philly Zoo Goes Wild for New Call Center Systems: Mitel Deployment Helps Connect Staff with Zoo Patrons-And Each Other
[ILLUSTRATION OMITTED] Every year, the Philadelphia Zoo brings more than 1.2 million visitors into close contact with orangutans, pythons, baby pandas, Amur tigers, and 1,300 other species housed on its 42-acre campus. For callers looking to...
Retailers Can Combat Showrooming
There's a growing threat facing retailers. It's not easily detected and has only recently bubbled to the surface and been given a name--showrooming. Showrooming is generally described as the process in which a consumer evaluates products in a retail...
Retailers' Next Biggest Threat: In a Showrooming World, More Foot Traffic Does Not Equal More Business
Last year, big-box electronics retailer Best Buy seemed like a sinking ship. In August 2012, the company, facing mounting pressure from online retailers such as Amazon, reported an income loss of 91 percent over the previous year. The company brought...
Schools Need to Rethink Their CRM Approaches: Many Colleges and Universities Are Only Using CRM for Marketing, Ignoring Vital Service and Sales Components
While many colleges and universities have deployed CRM, they are not taking full advantage of the technology. CRM can bring so much to the higher education market, according to Tim Copeland, CEO at DemandEngine, a CRM consulting and interactive...
The Mobile CRM R(evolution): New Options Move Focus from Convenience to Performance
IN SEPTEMBER 2010, when Apple announced the imminent release of the iPad, consumers and corporations immediately placed their orders for these devices. Sales was the number one functional area within these companies to jump on the mobile bandwagon,...
Which Interaction Channels Are Most Popular? IVR and Email Top the List, but Online Customer Support Gains Ground
Companies today are using multiple channels to interact with customers and are taking steps to amplify the voice of the customer (VoC) within their organizations, according to research released in mid-June by the Society of Consumer Affairs Professionals...