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. 18, No. 3, March

Big Data Prompts 'Analytics Everywhere' Solutions: Everyday Users Can Turn Data into Insight
Big data analytics was supposed to unlock a wide variety of secrets for the benefit of entire companies, but so far its use--and the insights it uncovers--has remained in the lofty confines of the IT department. That is starting to change with the...
Can Bitcoin Be Trusted? the Cryptocurrency Gains Momentum despite Its Value Volatility
Introduced in 2009 by software developer Satoshi Nakamoto, Bitcoin has a notorious association with illicit activities. Yet in October, when the FBI shut down Silk Road--a Web site the agency alleges was used for the trafficking of illegal goods and...
Cobrowsing Presents a 'Lucrative' Customer Service Opportunity: Companies Can Increase Revenue and Improve Agent Efficiency
Cobrowsing, which enables a contact center agent to access a caller's computer and Web browser, can have a positive impact on customer service, contact center efficiencies, and revenue, according to research from Aberdeen Group. The research, presented...
Deploying an Intelligent Contact Center in the Cloud
For today's intelligent contact center, delivering a world-class customer experience is an imperative--with the flexibility to interact with customers on multiple channels, and the ability to be responsive as well as proactive. Meeting or exceeding...
Four Steps to Improve CRM Data Quality
Your CRM data is probably one of your company's most valuable assets. But, how good is your data really? The sobering truth is that at least 25 percent of most companies' data is probably inaccurate, according to industry analyst Gartner. And, how...
Harnessing Technology to Improve the Retail Experience: Mobile, In-Store Screens, and Social Media Share Focus at NRFs Big Show
In the age of the Selfridges and Marshall Fields a century ago, department stores were true innovators. Instead of keeping items behind counters, they let customers touch and engage with the merchandise, piped in air conditioning, and delighted with...
Influencing Customers in the Age of Information a Stanford Professor Shares Insights on the Shift from Relative to Absolute Consumer Decision-Making
In mathematics, the absolute value of a negative number is always positive, but when it comes to customer satisfaction, a negative review is, well, just that. Price comparison apps, online reviews, and feedback from social media empower consumers and...
Is Your CRM System Really Helping You Sell More Effectively?
Customer Relationship Management (CRM) has been around for 20 years and has been broadly adopted by selling organizations. It has put technology in the hands of sales reps, enabling them to access contact information, track activities, manage accounts...
Know Thyself: Meeting Others' Expectations Starts with Coming to Terms with Your Own
WORK IS HARD; that's why somebody pays you to do it for them. One of the things that makes it hard is failing to manage expectations. Knowing how a situation is going to affect you goes a long way toward making it less difficult. If you can step outside...
Managing the Contact Center Strategy More Intelligently
A modern contact center routinely has terabytes of operational data available at any given time. "Big data." When effectively analyzed, this information can help contact center management maintain consistent and appropriate service delivery across...
More Brands Invest in Video Marketing: High-Consideration Purchases and Touchpoints a Strong Fit for Online Videos
Online video has become a key element in the arsenal of marketers, with 93 percent claiming to have used video marketing in 2013, according to a survey of 600 professionals conducted by the Web Video Marketing Council. Whether a marketer sells to...
Omni-Channel Customer Service Demands the Intelligent Contact Center
In today's digital age, where smartphones, tablets and other devices give people anytime, anywhere access to you and your brand, customer service has also gone digital. Social media, email, Web self-service, live chat and other tools give your customers...
Rising Stars
There are many praiseworthy customer service vendors that, unfortunately, go unnoticed. Perhaps it's because they are young in age or small in size. Or perhaps they were once high flyers that have fallen below the radar. The purpose of our Rising Star...
Service Elite
Being able to leverage the latest technologies is a key skill for today's most resourceful and successful companies. Though our Service Elite Award winners may operate in diverse industries, their ability to make the most of innovative solutions is...
Service Leaders
Selecting customer service technology can be a daunting task. Technology buyers have to consider their customers' needs, their company's needs, and how well a vendor can meet those needs. What makes the selection process even more difficult--particularly...
Six Customer Service Investments to Consider: Emerging Technology Trends Hold Great Promise
CUSTOMER service organizations often struggle to choose the best applications to invest in, due to the myriad options available and, in many cases, the need to work with a very limited budget. Major advances in recent years, such as the rapid growth...
Social Customer Care: Getting Started the Right Way
Increasingly, consumers and business professionals are turning to their favorite social channels to give praise, offer feedback, ask questions and post criticism about anything and everything--including, almost certainly, your brand, and the service...
Speech Analytics Is an Enterprise Change Agent: Expanding beyond the Contact Center Is a Challenge to Overcome
IN JUST 10 YEARS, speech analytics has become an essential transformational tool for contact centers, and is well on its way to being considered mission-critical. Adoption of speech analytics solutions has been rapid for two primary reasons. The obvious...
The Adoption Rate Challenge: Give Sales Reps the Right Tools to Drive CRM Success
FOR 12 YEARS, as part of CSO Insights' annual Sales Performance Optimization (SPO) study, we have tracked the use of CRM solutions within sales. Each year we have seen the percentage of companies implementing technology to support their sales force...
The Future Contact Center Is Here
The future contact center has the power and speed to anticipate your customers needs and priorities in real-time, so that each experience is better than the last. Let's explore how this can be achieved today ... THE POWER OF TWO The integration...
The Intelligent Call Center: Fueled by Feedback and CRM
The call center world is rapidly evolving. Today's technology-driven business environments have not only changed the game from the perspective of systems and processes, they've also increased expectations and broadened the business role of contact...
The Intelligent Contact Center: Building Customer Loyalty and Your Bottom Line
Business is more competitive than ever. Products are quickly replicated, pricing undercut. Customers are impatient, demanding and powerful, not to mention mobile and multichannel. Sound familiar? Against this dynamic landscape, there's one sure-fire...
The Power of Transformational Knowledge
Sally is expecting her first baby, and recently went online to buy a crib. When it arrived, the crib was damaged. Sally was disappointed but thought she could exchange it at the store. She went to the company's Website and realized there were no...
To App or Not to App? Base Your Plan of Action on This Simple Formula
SHOULD you create a mobile app? That, it turns out, is a very complicated question. You already know that your customer is in the midst of a mobile mind shift. Her smartphone will tell her what the weather will be, whether the bus is late, and...
Top 3 Customer Service Trends for 2014
EACH YEAR, we put together the CRM Service Awards issue to reveal the most impressive efforts by customer service industry heavyweights, emerging companies, and practitioners. In doing so, we also highlight some of the most significant trends in the...
Winning the Hearts & Minds of Customers: The Anatomy of a Successful Multichannel Contact Center
How loyal are your customers? Good customers are great to have, but are they truly loyal? Loyal customers are people that are so delighted about doing business with you that they are willing to make the extra effort to post a positive online review,...
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