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. 11, November

5 Hurdles to Clear: On the Way to Sales Transformation Success: A List of Barriers Organizations Should Expect to Encounter When Stepping Up Their Sales Game
Unlike professional sports, there is no off-season in sales. As Joe Galvin, chief research officer at Vistage--and formerly a holder of the same title at CSO Insights, an MHI Global company-stated during his presentation at the 2015 CRM Evolution conference,...
Advocate Marketing Has Four Personality Types: Knowing Where Customers Fall Can Improve Contacts with Them and Their Followers
Customer advocacy has rich--and largely untapped--potential, according to a recent Forrester report. To help marketers harness customers' ability to promote brands, the report identifies four personality types they should consider while designing their...
Apple, Google, Verizon, and Others Join Fight against Robocalls: The Federal Government Is Asking the Industry to Do More to Thwart Automated Marketing Calls
The federal government is stepping up efforts to protect consumers from robocalls--those unsolicited telephone calls that use computerized auto-dialers to deliver prerecorded messages. This summer, the Federal Communications Commission (FCC) convened...
Customer Engagement Takes the Spotlight
AVAYA Customer engagement represents a positive, value-creating relationship between customers and an organization throughout the customer journey. Today's digital consumers demand a consistent experience across multiple touch points, both physical...
Forget Annual Reviews: Use QA to Appraise Agents: Contact Center Staff Can Get Timely Feedback-And Will Stay More Engaged
"WELCOME TO the company" is likely one of the first things agents hear at the very beginning of their training. Day one is often dedicated to the standard "on-boarding" process, in which all new employees participate and learn how a company evaluates...
For the Record, Integrated CRM Is Getting Closer: Writing Is in Everything We Do, but We Still Need to Unify Systems of Record and Engagement
HUMANS are a tool-using species. We rely on our powerful brains to come up with things that offset our relative weakness as compared to other animals and our environment. One of the greatest of our tools is written language--the ability to put facts...
Freaking out over Customers Is Not a Lifestyle: Get Real about the False Foundation of Stress
THE TRUTH about stress is tough for many to take; it's not talked about much. Maybe that's because we don't like to think we make things more complicated or dramatic than they are. But consider: People literally jump out of airplanes for fun, but are...
Google Cracks Down on Intrusive Ads: Pop-Up Ads Will Drop Companies in Google Search Listings
A recently announced change in the way Google Search ranks web pages has the potential to impact mobile advertising in a big way. Starting in January, the tech giant will lower the search engine ranking of sites that display intrusive pop-ups and interstitial...
How You Listen Matters
inmoment EVERY EXPERIENCE MATTERS Technology connects us and gives individual customers a louder, more resonant voice than ever before. Some turn to this global megaphone to vent their frustrations and even anger. However, the large majority of...
Is CRM Getting Too Intrusive?
People might flinch at the thought of how much customer service agents are monitored. Today, call center managers can assess agent performance right down to the second. Metrics such as speed to answer, handle time, first-call resolution, and call abandonment...
Is Customer Immersion the New Customer Engagement? with Augmented and Virtual Reality, Customers Can Have Immersive Experiences with Brands
THE LAUNCH of Pokemon Go created a global craze, sending Nintendo's share price to its highest point in decades. Pokemon Go quickly became the most active mobile game ever, smashing online store download records and enthralling hordes of consumers....
Make CRM Smarter: Innovations in Knowledge Management Make It Easier for Agents and Customers to Find Information
Customer relationship management (CRM) and knowledge management (KM) have existed side-by-side since the early 1990s, but historically they have been treated as two very separate, distinct disciplines. At most companies, the corporate knowledge bases--which...
MedPro Stops Wasting Leads with Velocify: The Medical Waste Management Firm's New Platform Keeps a Lid on Promising Sales Opportunities
MedPro specializes in managing waste for medical and pharmaceutical companies and so is no stranger to proper disposal. But according to Dan Hansen, the company's president and chief operations officer, a recent goal--ironically--was to stop wasting...
Native Ads: Balance Brand Promotion with Compelling Content: With the Right Execution, Native Advertising Can Be an Effective Component of Any Marketing Strategy
In January 2014, users of popular dating app Tinder might have been surprised to come across a profile for Mindy Lahiri, the titular character of the Fox sitcom The Mindy Project, played by creator Mindy Kaling. The profile functioned as an ad for...
Oracle Unveils Adaptive Intelligent Cloud Applications and Analytics Tools: The Company Expands Its Cloud-Based Customer Experience Product Portfolio with Apps That Learn over Time and 'Simplified' Analytics
After years of resisting the move to the cloud, Oracle has firmly committed to cloud computing, as company executives demonstrated during the company's annual OpenWorld user conference in San Francisco in mid-September. On day two of the conference,...
PuzzleSocial Pieces Together Winning Engagement with Tapjoy: Its Crossword App Sees a Rise in Revenue and Retention Using the Monetization Platform
With its puzzle app Daily Celebrity Crossword, developer PuzzleSocial has updated the weekly crossword tradition of newspapers and magazines for the digital age, seeing mobile technology as an opportunity to publish a daily crossword puzzle on users'...
Retailers Need a Social Media Makeover: Many Merchants Are Not Capitalizing on the Opportunities Social Media Presents
Social media provides a wealth of opportunities for retailers to create memorable, highly personalized shopping experiences for customers, but most are not successfully executing their social media strategies, according to a report from retail management...
Searching for Jobs to Be Done: Companies Must Actively Anticipate Customer Needs, Rather Than Wait to Hear What They Are
"Jobs to Be Done," a term coined in 2003 by Harvard Business School professor Clay Christensen, is based on a simple idea: Rather than ask customers what they want, study their behavior to uncover what they didn't realize they needed. Today, the concept...
Selling in the Age of Distractions-Both Buyers and Salespeople
No doubt. Selling today is a lot different than how it was a few years ago. From the Age of Sellers, it's now the Age of Customers. Buyers are smart. They are tech savvy and use the internet to gather information about your company, the products/solutions...
Speech Analytics Can Help Alter the Service Paradigm: To Create Outstanding and Personalized Experiences for Customers, You Have to Know Them
FOR MORE than 35 years, companies have been more or less using the same customer service paradigm, and though never ideal, the traditional approach was accepted by prior generations of consumers who had low expectations for service. But things have...
The Fundamentals of Delivering Superior Customer Experience in the Digital Age
Jacada Digital is becoming the dominant contact preference. In fact "Generation Y" consumers overwhelmingly prefer digital communication with only less than 13% wanting to use the telephone. A seamless and digital customer experience is becoming...
With CX, Engaged Employees Mean Everything: A Customer-Focused Culture Starts with People Who Feel Good about Their Work
THE CUSTOMER experience you deliver is a reflection of your culture and operating processes. If you want customers to have excellent experiences, you need to make sure your organization is set up to accomplish that goal. When we talk about organizations...
Zang Sends the Right Message for OwnerListens: The Communications Platform Helps Keep OwnerListens in the Conversation
OwnerListens helps more than 11,000 U.S. and Canadian businesses resolve customer issues via text messaging. But the Menlo Park, Calif., start-up had its own customer issues until it chose Zang as a text messaging platform and customer service interface...
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