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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.Set up an RSS feed
CRM Magazine back issues
CRM Comes to the Rescue
May 1, 2013... AS A FAN of the television show Bar Rescue on Spike TV, I was curious about a new show that immediately follows it called Car Lot Rescue, with Tom Stuker, a dealership consultant. I've only watched two episodes, but already I like it for its ability to quickly find business flaws and offer...
Transform Your Contact Center into an Essential Corporate Contributor: Operations at Risk Must Take a Proactive Approach
May 1, 2013... IT'S NO LONGER enough to deliver an outstanding customer experience, something too few organizations do anyway. Contact centers that want to remain relevant must transform from slow-moving, reactive organizations into real-time, proactive departments that are a step ahead of customer needs. ...
X, CEM-What's the Difference? Customers Shift Roles from Recipients to Collaborators
May 1, 2013... BACK IN 2004, while I was at Gartner, Ed Thompson (probably one of the finest analysts ever to grace the halls of Gartner) asked me to collaborate on "the ultimate guide for customer experience management [CEM]." Back then, this was just taking off--well, version 2.0 was just taking off--as the...
Create a Successful Social Customer Service Strategy: A Five-Step Approach to Getting It Right
May 1, 2013... TODAY'S socially connected customers are using Twitter, Facebook, and other social channels for personal and business interactions. They are researching products and services by getting advice from peers and reading reviews, as well as asking support questions directly to businesses. Despite...
The Role of Culture in Customer Relationships: Build Exceptional Experiences through Emotional Connections
May 1, 2013... THERE COMES a point when money can no longer buy you success. It cannot buy you brand equity or exceptional customer experiences or even successful utilization of your CRM system. Money cannot buy you everything, no matter how much of it you have. Consider the airline industry. You board an...