January 2005

CRM Magazine: January 2005

Magazine Features

CRM strategists often speak of improving company performance by boosting revenue on a per-customer basis. CRM magazine cuts through the hype to examine what individual customer profitability can--and cannot--do for your business.

by Jason Compton

The 6 Most Overlooked Customer Touch Points

Think the only impressions your company makes are through branding, sales calls, and customer service? Think again. Mishandling interactions like reference management and billing can cause customer defection as quickly as a poor contact center experience

by Eric Krell

6 Secrets to Selecting the Right Contact Center Location

Critical for success is a balanced solution that meets the needs of both an organization and its customers.

by Colin Beasty

Front Office

Branding: It's All About the Experience

Deliver a positive experience on a consistent basis.

by Ginger Conlon

Reality Check

5 Ways to Refocus Your CRM Efforts

This year, seize new opportunities for gaining--and keeping--customer loyalty.

by Barton Goldenberg

Customer Centricity

Do Your Customers See Your Value?

If customers fail to see value, they regard your products or services as commodities.

by Lior Arussy

Insight

Revitalizing a CRM Strategy

It's all really about being customer-centric.

by Jason Compton

CRM With No Money Down

Open source CRM vendors are trying to transform the industry.

by Jason Compton

Changing ''My'' Clients to ''Our'' Clients

Managing relationships is like an anthropological dig.

by Airelle Emmett

The Next CRM Hot Spot?

Latin American companies add flavor to their services.

by Coreen Bailor

Statistically Speaking

The number of call center agents in South Africa will quadruple over the next four years, and the total number of agent positions in South Africa is predicted to rise to 69,600 by 2008. --Datamonitor

Required Reading: Who Is the Voice of Your Company?

The folks in charge of the marketing, image, and branding typically don't pay much attention to the guys in the call centers.

by Colin Beasty

The Pulse: What is your customers' primary touch point within your ogranization?

Capturing Loyalty in Business Travel

A new study examines customers' selection criteria between travel suppliers' Web sites'

by Jason Compton

Heard and Overheard

Secret of My Success

Aviall Services Uses CRM to Improve Collaboration--and Revenue

by Jim Park, director, business systems development, Aviall Services, as told to Joshua Weinberger

Analyze This

Will CRM Put You Out of Business?

Customers want to get from point A to point B as quickly, easily, and effectively as possible.

by Chris Selland

Benchmark

CRM delivers for FedEx

There's job satisfaction in solving customer problems.

by Ginger Conlon

CRM Integration Can Boost the Bottom Line

Global Industrial increased revenue by integrating its front and back office.

by Eric Krell

Dedicated Call Center Agents Make a Difference

Vision Improvement Technologies uses specialized telemarketers to stimulate results.

by Coreen Bailor

How to...avoid CRM upgrade and replacement mistakes in 5 steps

The worst thing is to take away an application salespeople are using and liking.

by Jason Compton

Give Dealers a Virtual Rep

Specialized Bicycles "adds" to its sales force with a comprehensive dealer portal.

by Colin Beasty

Diary of a CRM Initiative

The Race to Drive CRM Adoption

"These people are going to take the CRM message back to their organizations and pass on the good word."

by Eric Krell

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