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. 20, No. 9, September

3 Cutting-Edge Contact Center Innovations You're Probably Not Using (but Should Be!)
2016 has already been a banner year for technology advancements. In the spring, SpaceX landed the Falcon 9 first stage on a droneship in the Atlantic Ocean successfully --three times in a row in a seven-week period. Over the summer the world was introduced...
5 Tech Trends Redefining the Customer Experience
1. MULTIMODAL--HOW TO WIN FRIENDS AND INFLUENCE CUSTOMERS We consume and share information using multiple modalities--words, images, sound and video. It's instant, intuitive and helpful. We swiftly search, watch, listen, read, type and talk--all...
6 Data Categories Your CRM System Should Be Capturing: Go beyond Contact Information to Connect with Clients on a Deeper Level
IF YOU have been on the planet for a few decades, you undoubtedly realize that your ability to remember details related to your relationships, both personal and professional, is essential if you are to successfully nurture them. Whether it's a birthday,...
A Customer Service Approach for the Long Haul
"The definition of insanity is doing something over and over again and expecting a different result." While I doubt that quote was really uttered by Einstein or Ben Franklin (they often get attribution), it certainly rings true when it comes to the...
ALKU Technologies Recruits Sales with Bullhorn CRM: A Staffing Agency Boosts Growth-And Customer Satisfaction-With the CRM Vendor's Reporting and Tracking Tools
People often prefer to stick with the tools they are familiar with and like to use. This was certainly the case for ALKU Technologies' CEO Mark Eldridge, who stepped down from his position as COO at Sapphire Technologies to head the Massachusetts-based...
Artificial Intelligence Gains Interest in E-Commerce: Pinterest and eBay Have Invested in AI to Improve Shopping Experiences
Retailers are using artificial intelligence to provide consumers with enhanced recommendations. In response, e-commerce giant eBay and photo sharing social media site Pinterest have both made acquisitions and investments to improve users' shopping...
Becoming the Analytical Marketer: Interacting with Data Needs to Be Top-of-Mind for Today's Marketing Pro
Gone are the days where marketers scribble a clever campaign slogan, launch it, and sit back and rest on their laurels. Expectations are constantly evolving, and increasingly, that means more interaction with data and analytics. In her new book, The...
Citizen Relationship Management Requires a Different CRM: Government Can't Do What Businesses Do, but Citizens Still Expect the Same Kind of Customer Service
In typical customer service interactions, unhappy customers with unresolved issues can--and often do--take their business elsewhere. That's not really an option when people are unsatisfied with the outcomes of their interactions with their local, state,...
Content Marketing Must Adapt to Be Relevant: Users Want Tools That Are More Versatile and Support More Platforms and File Formats
Content marketing, a strategic marketing approach that focuses on creating and distributing very specific, relevant, and valuable content to attract and retain a clearly defined and very targeted audience, is gaining traction, but the technology that...
Content Marketing Must Support Customer Experience: Customers Need Content on All Stages of the Journey with Your Brand
BRANDS THAT stand out today create valuable customer experiences, and content marketing has a crucial role to play in supporting those experiences. Marketers, then, serve a critical function by producing, distributing, and promoting content that makes...
Customer Engagement: Omnichannel and Secure
It's not enough to deliver efficient and personalized omnichannel customer experiences. They must be secure, too. Customers are increasingly concerned about the security and privacy of their data --as they should be. This white paper will cite some...
CX Pros and CEOs Must See Eye to Eye: When Everyone Shares the Same Perspective on Customer Experience, Customers-And the Business-Win
HAVE YOU ever had someone explain something to you that made perfect sense to him, but left you befuddled? This situation is commonly referred to as the curse of knowledge--when a person knows a concept so well that it is hard for her to understand...
Email Marketing Best Practices: It's a Fast-Paced, Mobile-First World, and Marketers Need to Deliver Something of Value to Customers and Prospects
Sports enthusiasts are a tough crowd--especially for marketers. Sports apparel and merchandise retailer Fanatics knows this to be true and relies on email marketing to consistently deliver the right products to fans of all stripes. Using Salesforce.com's...
Goodbye to Twitter's Buy Button: Other Customer Service Features Are on the Way from the Social Media Giant
A number of social media sites began offering buy buttons in 2014 and 2015 to enable consumers to casually browse items and then make purchases without ever having to leave the site. Facebook, PayPal, Instagram, Pinterest, and Twitter were among the...
Hired Makes a Smart Hire with Freshdesk: The Online Job Site Sees Big Service Gains from the Vendor's Customer Support System
Whereas many businesses struggle to instill a customer-focused company culture, online job site Hired has built a model that works. With its cloud-based customer support software from Freshdesk, every employee has become a potential support agent....
Keeping 'Em on the Team: Customer Loyalty in Sports Is Harder Than It Seems
SEPTEMBER has arrived, and with it the pro football season, America's favorite variety of sportsball. For the next 16 weeks, teams of extremely large men will brutalize one another in pursuit of a brown leather egg in order to have a shot at the championship....
Knowledge Management: An Essential Component of Any Customer Service Strategy
Knowledge management (KM) has become a key solution for successful customer service delivery. And it is set to play an even bigger role as customer service channels and environments continue to evolve. Today, we are surrounded by a sea of content....
Lenovo Attracts More Video Watchers-And Learns More about Them-With Vidyard: A New Marketing Solution Helps the Technology Maker Track Video Performance
Prior to 2015, technology manufacturer Lenovo was in the dark about the effectiveness of its video content. Relying on a platform that delivered only generic analysis of its marketing videos, Lenovo got basic details such as the number of people who...
Security in the Internet of Things Era: The Benefits of Connected Product Ecosystems Are Numerous, but Companies Will Have to Take Considerable Precautions to Gain Customer Trust
It's not just laptops, phones, and tablets that are capable of connecting to the internet in today's world. Technology has progressed to such an extent that seemingly ordinary items such as watches, refrigerators, cars, fire alarms, yard tools, ovens,...
Should You Create a Customer Journey Map?
RECENTLY, I participated in a panel discussion in which a debate about the validity of customer journey maps ensued. One panelist argued that organizations should not create these maps with the intention of guiding customers on their journey, saying...
Social Selling Tops Sales Best Practices: Top Sales Performers Have Tools in Place to Establish Relationships with Customers
With social selling--the process of developing relationships with customers as part of the sales process--anyone has the potential to sell more, but the best companies have figured out how to use social selling as a real sales tool, according to findings...
The Transformational Value of Knowledge Management for Customer Service and Support
What is the secret to customer loyalty? The answer straight from ~50,000 consumers, per a massive survey conducted by Corporate Executive Board, was: Make it easy to get service. In order to find the recipe for "ease," Forrester Consulting asked...
To Increase Loyalty, Foster Cultures That Emphasize Customer Experiences: Conference Speakers Urge Customer-Centered Approaches to Boosting Loyalty and Trust
Many factors go into providing customers with the overall experience that inspires their ongoing loyalty and trust, but it is especially important that companies nurture corporate cultures that place buyers at the center of their operations, speakers...
Transform Salesforce into a Complete Contact Center Solution
Many companies are moving to a cloud-hosted Customer Relationship Management (CRM) system to take advantage of the cloud's many benefits including anytime, anywhere access from any device and the Salesforce Sales and Service Clouds are emerging as...
When, If Ever, Will Social Selling Really Sizzle? the Potential Is There, but Sales Reps Need More Than Just Technology
THE TECHNOLOGY visionary Jessica Keyes once made the following observation that has always stuck with me: "Technology does not beget a competitive advantage any more than paint and canvas beget a Van Gogh." I think that far too often we forget that....
Workforce Optimization Is Poised for Big Changes: The Cloud, Integrated Suites, and Big Data Are Transforming the Market, and Vendors Must Adapt
LAST YEAR was a transformative one for the contact center workforce optimization (WFO) market. Total market revenue contracted, and the contact center segment increased by a modest 3 percent. (Some of this sluggishness is attributable to the strength...
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