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. 10, October

5 Key Questions You Should Ask When Considering a Cloud-Based Contact Center
Customer service organizations have been relying on the traditional contact center as the heart of their operations for years. But, the idea of moving to a cloud-based contact center is garnering greater interest. Before jumping onto the cloud-based...
Addiktive Games Doubles Conversion Rate with Voxel: The Advertising Platform's Interactive Ads Engage Mobile Gamers
Whether it's Candy Crush Saga to Words with Friends, mobile game apps are hot. As the market becomes increasingly competitive, developers are seeking innovative ways to appeal to mobile game aficionados. Though banner advertisements and interstitial...
Are You Correctly Measuring Customer Satisfaction?
EVERY ONCE in a while, a bad customer service story goes viral, forcing CRM professionals to take a closer look at how they support customers. The Comcast example that News Editor Leonard Klie mentions in his cover story, "Should CSRs Be Paid for Performance?"...
Automation Creates More Jobs Than It Eliminates: More Than Two-Thirds of Companies That Have Replaced Workers with Automation Added New Positions as a Result
One in five U.S. companies (21 percent) have replaced employees with automation, according to research from CareerBuilder and Economic Modeling Specialists International. Among those companies with more than 500 employees, the number jumps to 30 percent....
Customer Engagement Is the Future of CRM: Brands Need to Revise Their Digital, Mobile, and Call Center Strategies
When it comes to business relationships, the power has drastically shifted away from companies and into the hands of customers, speakers agreed on day two of the CRM Evolution conference in New York City. "Companies are trying to think about cross-channel...
Customer Service as Growth Strategy: CRM Best Practices for Small and Medium Businesses
Whether your company creates and distributes software or delivers a service, maintaining happy customers is paramount to the success of any business. For small and mid-sized businesses, it's especially important. After all, unhappy customers won't...
Hooray, Delay! Air Travel Gets a New Wrinkle-Annoyance Insurance
SOMETIMES, a good customer experience is all about making the best of a bad situation. I touched on this topic a little while back (OK, almost two years back) in a previous column. Now it appears there's a business model based on that. In case you...
How Mature Is Content Marketing? Eighty-Five Percent of B2B Marketers Can't Attribute Business Value to Content Activity
Creating engaging content is proving to be a major challenge for B2B marketers, a recent Forrester Research report has revealed. While more than half of the marketers surveyed are developing and implementing a content strategy, most are not far enough...
How to Grow Customer Trust: Align Actions with Purpose to Transform Your Business
IN TODAY'S world of ever-connected customers, companies that invest in building and maintaining trusted customer relationships enjoy long-term, sustainable success. Where does a company begin if it wants to activate a trust-building culture? In...
Interactive Video Breathes New Life into Online Advertising: Traditional Linear Content Is out; Personalized Dynamic Content Is In
In the age of the DVR, most consumers have no patience for commercials. An increasing number of people no longer watch television programming when it actually airs anymore, opting instead to record and watch it without ads. Online video ads, the ones...
Introducing Customer Experience 3.0: The New Era of CX Must Bring Sales, Marketing, and Service Closer Together
Modern devices and technologies have dramatically changed not only the way customers seek service and support, but the way companies deliver it as well. Though offering outstanding service has become easier in many ways, it has also become more tempting...
Look to Spreadsheets to Foretell CRM'S Future: An Outdated Method Breeds Frustration-And Innovation
EVEN MORE than it has in the back office, the spreadsheet has been a workhorse for the front office. In fact, one of the hallmarks of CRM has been the gradual movement of spreadsheets from all sorts of front-office business processes to modern database...
Mastering the Alignment of Sales and Marketing: With Today's Connected Customers, Engagement Is More Vital Than Ever
Back in 2008, Don Peppers and Martha Rogers, two of the technology industry's most prominent and longtime luminaries, wrote a white paper titled "Sales and Marketing: The New Power Couple." In it, they identified a trend then at a nascent stage, the...
Medical Alert Puts Five9 on Call: In Urgent Need of a New Contact Center System, the Emergency Monitoring Device Provider Turned to the Cloud Solution for Aid
Medical Alert, a provider of emergency monitoring devices that connect users to emergency personnel at the touch of a button, had serious image problems. Its on-premises Mitel phone system was prone to weather-related outages, which wasn't instilling...
Mobile Wallet Building Blocks Slowly Take Shape: Emerging Technology Promises to Overhaul the Payment Process, but First It Must Overcome Myriad Technical and Logistical Obstacles
You are waiting to check out at a coffee shop, grocery store, or home improvement store. The person on line in front of you waves her phone at the register and walks out with her purchase. No cash, no card--she simply waves her phone. What you have...
Modern Marketers Must Focus on Context, Content, and Revenue: Good Products Are Not Enough to Engage Customers in the Digital Age
The digital transformation is forcing brands to break down the silos between marketing, sales, and customer service to deliver consistent cross-channel experiences, presenters agreed on day one of the CRM Evolution conference held in New York City....
Potters Resort Increases Bookings by 670 Percent with Vee24: Live Chat Functionality Is Key to Personalizing U.K. Resort's Service
Family-owned Potters Resort is a luxury seaside getaway in Norfolk, England. The 65-acre property has more than 350 accommodations, and 80 percent of its business comes from returning guests. As such, the company's model is centered on personalized...
SaaS Products by Themselves Won't Enhance Your Contact Center, but Integrated Solutions Will
If we consider Henry Ford's famous quote," You can have any color, as long as it's in black", there certainly was a time when companies set the standard and consumers were the willing recipients of whatever businesses disseminated. However, today the...
Sales Processes and Tools Must Adapt to Customer Behavior: New Consumer Expectations Call for Updating Old Practices
IMAGINE WILLY LOMAN in the real-life world of sales today. It's hard for folks who've been in the sales game for a while. Customer behavior has changed and is changing even faster as new technology is integrated into all facets of life. Most consumers...
Should CSRs Be Paid for Performance? Why Companies Must Assess the Effectiveness of Tying Agent Compensation to Contact Center Metrics
TV, phone, and Internet service provider Comcast made national news in mid-July when an eight-minute audio clip of a pushy customer service representative (CSR) trying to convince a customer not to disconnect his service went viral. In the audio, the...
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 True Price of Channel Optimization: Why Meeting Your Customers Where They Prefer Is Key to Your Business Survival
YOUR CUSTOMERS most likely have very definite preferences in communication channels, but their choices might not be the most profitable for you. What if you could maximize customer profitability by encouraging customers to use the optimal channel(s)...
Twitter Updates Its Analytics Offering: Tweet Activity Dashboard Helps Companies See How Posts Perform
In mid-July, Twitter released the Tweet Activity Dashboard, a free analytics offering that lets marketers and advertisers see how subscribers respond to and engage with content they post to the social media site. With the new tool, verified users,...
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