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. 9, September

6 Benefits of a Cloud Contact Center
Gone are the days when contact centers required acres of server racks, switches, routers and computers. Cloud provides a superior alternative to an on-premise solution or in many cases, can complement an on-premise investment. Below are 6 benefits...
Answering Your Questions about the Cloud Contact Center
The cloud took its place on the technology timeline more than a decade ago, and yet in many ways it's still new. The cloud's ecosystem continues to expand in innovative directions. New cloud services hit the market seemingly every day. And especially...
Building a Smart Contact Center in the Cloud
Contact centers worldwide have gone under fundamental changes with the rise of multichannel communications across voice, email, web chat, SMS, and, with the advent of social media, like Facebook and Twitter. However, the complexity and costs of building...
Call Handling Time Continues to Rise: Sales and Customer Service Calls Take 16 Percent Longer Today
Despite increases in head counts and improvements in technology and business processes, calls to contact centers take 16 percent longer today than they did seven years ago, according to a report from ContactBabel. The research, presented in the...
Could Mobile CRM Solve Field Sales' Biggest Problems? Understanding the Options Could Help Your Organization Determine Which Solution Is Best
For many field sales representatives, CRM is a burden. After a long day of selling, they have to enter information from the day's calls and appointments, culled from hastily scribbled notes, into their company's CRM system. Once entered, that same...
Delivering the Ultimate Cross-Channel Customer Experience
As customer expectations rise, delivering personalized experiences that improve customer loyalty, increase customer acquisition and optimize efficiency is increasingly more challenging to achieve. Customer service leaders understand the importance...
Five Ways to Reveal Your Customer Data
WE'VE STATED before that data is the lifeblood of any CRM system. With so many recent technological advancements, this has never been as true as it is today. Many of the new methods of collecting customer data are still evolving, but all of them are...
How Hot Is Amazon's Fire? despite Mixed Reviews, the Smartphones Connection to the Largest E-Commerce Network Will Facilitate Mobile Transactions
Online retailer Amazon aims to capture some of the smartphone market with its Amazon Fire smartphone, released in late June, which has so far been met with mixed reviews. The phone and many of its features have largely been called gimmicky at best....
How to Preserve Key Technology Investments While Moving to a Cloud Contact Infrastructure
A common misconception is that moving to a new cloud contact center solution requires an "all or nothing" investment. This couldn't be further from the truth. The reality is that the more capable cloud contact center solutions provide an opportunity...
Leverage Knowledge to Expand the Business Value of CRM
THE SYNERGY BETWEEN CRM AND KM CRM applications are systems of record that manage customer data. Knowledge Management (KM) systems, in the context of customer engagement, enable businesses to systematically capture knowledge from subject matter...
Millennials Drive Cocreation Marketing: Young Hypertaskers Prefer User-Generated Content to Traditional Media
While roughly 63 percent of consumers say they still exhibit brand loyalty, the number of digital hypertaskers is growing so quickly that the two consumer groups could soon be neck and neck. According to new research from Ernst & Young, 24 percent...
Neural Networks Reach into Virtual Assistants: Decades-Old Neural Networking Technology Is Being Used to Improve Voice Interactions
Neural networking, a computational machine learning and pattern recognition technique inspired by the neurons of the human brain, has been bandied about since the 1940s, but a modern application of the technology in digital personal assistants has...
Outbound Solutions Engage Customers and Enhance Relationships: Mapping out the Ultimate Next-Generation Product
THE OUTBOUND market is undergoing a renaissance. Outbound dialers are being replaced with a new generation of robust omni-channel customer engagement solutions. These outbound solution suites are capable of driving intelligent, personalized, relevant,...
Pint of View: Neutering Neutrality: Let's Put the Brakes on a Separate, but Unequal, Future for Bandwidth Providers
IF YOU'VE BEEN paying attention to business and technology news for the past several years, you may have heard about something called net (or network) neutrality. It's a topic mentioned in passing, but rarely works up much steam. I have sometimes dismissed...
Social Media Monitoring Delivers for Domino's: The Pizza Chain Has Social Media Customer Care under Control with Astute SRM
Domino's delivers more than 1 million pizzas a day from 10,988 stores in 70-plus countries around the world. Global retail sales equaled $8 billion last year. With that much volume, the retail pizza brand is sure to capture some social media attention....
Take the Intelligent Route to Lead Generation: Sales Teams Are Adopting Lead Management Roles
MUCH HAS been written in the past couple of years about the increasing adoption of lead management systems, such as those by Eloqua, Marketo, Treehouse, and others, to help marketing departments deal with challenges in optimizing the effectiveness...
The Importance of Aligning Strategy and Sales: How to Close the Gap between Two Pillars of Business Success
Every year, U.S. companies spend more than $900 billion on their sales forces, but typically see only 50 to 60 percent of the financial performance they're promised. The problem, Harvard Business School Professor Frank Cespedes says, is the disconnect...
The Race to Own You: How Four Web Giants Aim to Know More about Consumers Than We Can Even Imagine
IT SHOULD come as no surprise to anyone following the business world that four companies are emerging as the (new) powers that be. They are, of course, Google, Facebook, Amazon, and Apple. Each is famous for establishing indisputable leadership...
Uber Exemplifies Forrester's 'TRUE' Brand Qualities: To Compete in the Services Economy, Organizations Must Satisfy Four Requirements
As products blur and brand names lose their grandeur, it's services that sell. The services economy is ushering in a market opportunity that represents more than 50 percent of the U.S. gross domestic product, and with the proliferation of innovative...
Umbel's Data Unlocking Platform Is a Slam Dunk for the Indiana Pacers: Audience Activation App Helps the Team Better Segment and Target Its Facebook Followers
With more than 2 million followers on Facebook, the Indiana Pacers have no shortage of enthusiastic supporters, but pinpointing the niche groups within such a massive audience and determining how to target individual segments can be a challenge. Promising...
What Makes a Successful Mobile User Experience? Uncovering the Traits That Set Industry Leaders Apart
ON A recent trip to Chicago to visit my in-laws, I came down with a nasty cold. Instead of cleaning them out of tissues, I decided to head over to the nearest Target to stock up. Since I had never before set foot in this particular store, I pulled...
When VoC and VoE Combine: Bring Together the Voice of the Customer and the Voice of the Employee to Gain a More Complete View of Customer Experiences
By now, companies have seen the value in capturing and acting on the the voice of their customers. However, there is growing recognition of the value of listening to the voice of the employee (VoE) as well. Employee engagement, experts posit, is just...
Why Marketers Need a Tag Management System: TMS Solutions Track Customers' Digital Journeys So Companies Can Automate Appropriate Actions
A little-known industry until roughly two years ago, tag management is heating up. In 2013, a Forrester report revealed that 96 percent of marketers struggle with customer data integration, and with demand rising quickly, vendors have stepped up to...
Yahoo Sees Crystal-Clear Sales Forecasts with C9 Analytics: Sales Operations Shift Focus from Number-Crunching to Pipeline Analysis
Yahoo counts on close to 1,000 salespeople, account managers, and sales leaders to sell advertising that accounts for nearly all the revenue of the Internet company, which has a network of Web sites on topics such as news, sports, and finance, as well...
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