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. 19, No. 5, May

10 Ways to Liven Up Your Loyalty Program! Add Functionality and Flair to Traditional Rewards-Based Structures
Whether they're hanging on your keychain or waiting for you in your mobile wallet, there's a good chance most of your loyalty cards haven't been put to good use in months. As of 2014, there were more than 3 billion loyalty program memberships in the...
Adapt or Perish When Digital Disruption Strikes
THE INTERNET'S influence on customers and businesses is undeniable. With the click of a button, customers can find and share information and easily buy products and services from the comfort of their own homes. It enables organizations to quickly reach...
Adobe Adds to Campaign and Experience Manager, Marketing Cloud: The Vendor Prepares for an Era Where 'The Product Is the Marketing'
The original version of this article is available at http://bit.ly/1ApzEGg. It has been only about five years since Adobe entered the digital marketing space, and the last year alone has been crucial, as more than 7,000 attendees at this year's...
Beyond Hearing, We're Conversing
Some companies see Voice of the Customer (VOC) as data. Some companies consider VOC a process. Some think of VOC as a measurement that is part of a much bigger Customer Experience (CX) program. A classic definition of Voice of the Customer is the process...
Bluenose Discovers Success with Its Online Community: Get Satisfaction's Social Community Platform Helps the CSM Solutions Vendor Generate Industry Buzz
In the growing subscription economy, customer success managers play a critical role. Customer success management (CSM) is as much about solving core issues with technology as it is about developing customer relationships, retaining existing customers,...
Catalysts for Change: Customer Experience Leaders Can Make a Big Impact in Their Business Operations
IN THE 2006 classic business book by John Kotter, Our Iceberg Is Melting: Changing and Succeeding Under Any Conditions, a penguin named Fred is an important catalyst for change. The book is a cleverly written fable that contains lessons for almost...
Contact Center Hall of Shame: The 11 Worst Customer Service Practices
WHILE MANY companies profess concern for their customers, at least according to their ads, and others are making substantial investments in their service organizations, there are still way too many that just don't care. To quote an old Clint Eastwood...
Customer Experience: Code Blue: There's More to Patient Care Than What Happens within a Hospital's Walls
THIS MONTH'S COLUMN details one of my often-failed attempts to be treated as something better than pond scum. I give you fair warning: Much of what you'll read deals with CRM in the face-to-face, interpersonal sense, so if you want info on the technology,...
Customer Reviews Drive CitizenShipper's Word-of-Mouth Marketing: Trustpilot's Review Validation Platform Adds Credibility to Claims
A transport and shipping company, CitizenShipper competes in a $92 billion industry dominated by big-name providers including FedEx, UPS, and DHL. But the company isn't easily intimidated--in an era in which customers care much more about experience...
Data Security Should Be in Everyone's Job Description: Protecting Valuable Customer Information Should Begin in the Contact Center and End in the Executive Suite
For hackers, large-scale data breaches such as the ones that befell The Home Depot, Neiman Marcus, and Staples in 2014 are gold mines. On the dark Web, where hackers trade the fruits of their labor, credit card numbers can sell for $10 to $25 each....
Disrupting Digital Business Requires Right- and Left-Brain Thinking: 'Digital Darwinism Is Unkind to Those Who Wait'
Since the year 2000, roughly 52 percent of Fortune 500 companies have merged, been acquired, or gone bankrupt, Ray Wang, founder and principal analyst of Constellation Research, writes in his new book. In Disrupting Digital Business, Wang says that...
Dynamics CRM Gets a Major Overhaul for 2015: Microsoft's User Conference Highlights Product Launches and Integrations around Its CRM Line
This article is a combination of two articles that appeared on DestinationCRM.com on March 16 and March 17, 2015. At its Convergence Dynamics user conference in Atlanta in mid-March, Microsoft announced several major product upgrades designed to...
Four Tips for Enhancing Customer Engagement in Today's Digital World
Have you embraced customer engagement optimization as a strategy to differentiate your organization, enrich your customer interactions, improve business processes and optimize your workforce? And have you looked at the implications employee engagement...
Get Real by Really Listening to Customers
What does it mean to listen to the voice of your customer and, more importantly, why does it matter? At its most basic level, listening to your customers is akin to committing to regular date nights with your spouse or play dates with your kids. While...
How to Achieve Digital Transformation
Digital transformation, done correctly, can fundamentally change just about every aspect of an organization. Companies must continuously change their business models to remain relevant to the mobile, informed consumer. As the customer journey moves...
How Voice of the Customer Depends on the Contact Center Becoming the Voice of the Business
Despite access to more consumer data and insights, businesses are routinely failing to meet the expectations of today's average individual, and are paying dearly for it. In fact, fifty-three percent of US consumers switched providers in 2014 due to...
In Sales, It's All about Getting the Story Right: As Customers Grow More Independent, Sales Must Leverage Marketing Content to Become Indispensible
The original version of this article is available at http://bit.ly/19Kbn7X. As the Internet makes more information available to the masses, people are becoming selective about how and when they interact with other people, let alone salespeople....
Rethinking Sales Incentive Management: Incentives Offered to Teams, Instead of Individuals, Could Better Motivate Reps
Sales is often associated with competition, which, in a sense, negates the idea of cooperation. But recent research from the University of Wisconsin-Madison School of Business suggests that incentives offered to teams might be more effective than those...
Tapping the Switching Economy: Three Tips for Keeping Customers from Straying
HOW MUCH change can take place in 10 years? If you were to ask consumers today about their experiences with brands and service providers, they would likely tell you that too much has stayed the same. Over the past decade, Accenture Global Consumer...
The 6 Secrets of Successful Change Management
Are your salespeople resisting technology upgrade plans? Try these tips to bolster user adoption. As in any profession, salespeople must constantly adapt to the tools of an evolving world. Just as it's unlikely you'll find a feather pen or a Rolodex...
The Customer Expectation-Experience Gap: Brand Keys' Customer Loyalty Engagement Index Finds Companies Unable to Deliver on Emotional Values
Businesses today operate in a challenging environment, with consumer expectations increasing by nearly 28 percent in the past year alone, according to Brand Keys' 2015 Customer Loyalty Engagement Index (CLEI). Unfortunately, brands have only managed...
To Improve Customer Experience, Engage Your Employees: For Better Business Results, Give Employees the Support They Need
IN OUR annual listing of customer experience (CX) trends, Temkin Group named 2015 "The Year of the Employee." We've recently seen a surge in companies looking to build more customer-centric cultures and train their people on CX. Voice-of-the-employee...
WFM Finds a Better Direction: Algorithms and Simulation Address a Key Mathematical Challenge
THE YEAR 2015 looks exciting for contact center and back-office workforce management (WFM) solutions. After more than three decades of slow adoption and even slower innovation, this essential contact center IT sector is finally attracting companies'...
Wine Enthusiast Uncorks More Personalized Email Campaigns with Bluecore Solution: A Reduction in Outgoing Emails Increases Revenue for the Wine Accessories Company
Wine Enthusiast "sells everything but the wine," according to Glenn Edelman, the 35-year-old company's vice president of e-commerce. That alone suggests a level of commitment from those who subscribe to its email services and browse its catalog, which...
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