CRM Magazine Blog A blog from the editors of CRM magazine Fri, 22 Aug 2014 17:09:14 +0000 en-US hourly 1 Cracking Down on Hacking Fri, 22 Aug 2014 17:09:14 +0000 Following a number of very high-profile customer data security breaches in the past year or so, Congress and several  state governments are now considering legislation that would require businesses and organizations that manage databases of personal information to put in place safeguards against hacking . Companies that don’t could  face significant fines after a breach. In [&#8230;]<img src="" height="1" width="1"/> 0 Rules of Engagement: The Top 10 Takeaways From CRM Evolution 2014 Thu, 21 Aug 2014 20:36:14 +0000 Aside from a slightly depressing declaration from Microsoft Dynamics&#8217; Bob Stutz that &#8220;CRM is dead,&#8221; this year&#8217;s CRM Evolution was an optimistic gathering of analysts, vendors, and customers. So what was the theme of this year&#8217;s conference? As the silos between marketing, sales and customer service come down and social, mobile and digital channels continue to [&#8230;]<img src="" height="1" width="1"/> 0 Is There Room for Marketing in Mourning? Thu, 14 Aug 2014 20:37:51 +0000 When Robin Williams died earlier this week, I, as many others, learned the news through Twitter. Once the word was out, there was an outpouring of support, tributes, video clips and other messages from fans, fellow actors, and news organizations. Though some may disagree, I personally find tremendous value in the kind of social media [&#8230;]<img src="" height="1" width="1"/> 0 Sports Marketing Taken to Extremes Mon, 11 Aug 2014 17:54:56 +0000 I am a huge Yankees fan, and have been since I was a little kid. And while I&#8217;m usually fully engrossed in the baseball season by now, this year I just haven&#8217;t been following the sport that much at all. With many long-time players and fan favorites fleeing pinstripes for higher salaries elsewhere, a lineup plagued with [&#8230;]<img src="" height="1" width="1"/> 0 Your Next Bad Review Could Cost You $500 Mon, 04 Aug 2014 21:29:29 +0000 Business isn&#8217;t always black and white&#8211;there are gray areas everywhere, and the ethical line between customer persuasion and manipulation can sometimes become blurred. In the case of the Union Street Guest House, a boutique hotel in upstate New York, however, the line is crystal clear. The just chose to cross it anyway. According to the [&#8230;]<img src="" height="1" width="1"/> 0 Menu Marketing is Sneaky Thu, 31 Jul 2014 20:58:17 +0000 Ever find yourself tempted to order that funky-sounding thing on the menu, just because it sounds funky? Apparently, you&#8217;re not alone! Turns out, we humans are pretty predictable creatures, and restaurant marketers are on to us. According to a new study of 217 menus and 300 diners conducted by researchers from Cornell University and published in the [&#8230;]<img src="" height="1" width="1"/> 0 The ‘Grey’ Area of Movie Marketing Thu, 24 Jul 2014 16:30:25 +0000 There&#8217;s no denying it now&#8211;Fifty Shades of Grey, the movie, is happening. Unless you&#8217;ve been hiding from social media all day, you&#8217;ve probably heard that the trailer aired on the TODAY show this morning, with an exclusive &#8220;more risqué&#8221; version available online. The film, which (unsurprisingly) received an R rating is racy indeed, which begs [&#8230;]<img src="" height="1" width="1"/> 0 The Call Heard ‘Round The Internet Thu, 17 Jul 2014 15:22:46 +0000 We&#8217;ve all had bad customer service experiences. I, for example, will never forget the time I tried to quit a gym that billed me twice every month for no apparent reason. When I tried to explain their error, they made jokes about my weight and suggested that maybe I should be going twice as often. [&#8230;]<img src="" height="1" width="1"/> 1 Finally, a Positive Experience with an Airline Thu, 10 Jul 2014 16:19:35 +0000 Air travel is notoriously awful. From overpriced on-board amenities to flight delays and cancellations, airline companies pride themselves on making customers miserable while they&#8217;re trapped inside a metal box in the air&#8211;or on the tarmac&#8211;for hours. In May, for example, on-time arrivals dropped from just over 79 percent to 76 percent and flight cancellations jumped from [&#8230;]<img src="" height="1" width="1"/> 0 10 Stats for the Service Economy Thu, 03 Jul 2014 17:19:31 +0000 As products blur and brand names loose their grandeur, it&#8217;s services that sell nowadays. The services economy is ushering in a market opportunity that represents over 50 percent of U.S. GDP (that&#8217;s nearly four trillion dollars, folks!), but that doesn&#8217;t mean it&#8217;s smooth sailing for online service providers. To stay afloat in a fluid space, [&#8230;]<img src="" height="1" width="1"/> 0