CRM Magazine Blog A blog from the editors of CRM magazine Fri, 18 Apr 2014 17:12:03 +0000 en-US hourly 1 The Phone’s Relevance Continues to Shrink Fri, 18 Apr 2014 17:12:03 +0000 If you&#8217;d have told me a few years ago that consumers would abandon the phone as a customer service channel, I would have told you that you were bonkers. After all, dialing the digits is the way it&#8217;s always been done. Today, it&#8217;s no longer a surprise that customers are turning away from the phone [&#8230;]<img src="" height="1" width="1"/> 0 The 4 Personas of Mobile Device Use Thu, 17 Apr 2014 20:48:56 +0000 In 2013, Gartner ranked analytics and business intelligence as number one in a list of the top 10 technology priorities for enterprise companies and since then, the importance of analytics and BI has only grown. By 2016, worldwide business intelligence software revenue is projected to reach $17.1 billion and mobile analytics technology is playing a [&#8230;]<img src="" height="1" width="1"/> 0 Does Your Sales Team’s Response to Buyer Inquiries Measure Up? Mon, 14 Apr 2014 21:18:01 +0000 What happens when people fill out online forms asking for a salesperson to contact them about a product? 12 percent of inquiries made to Fortune 100 companies fell into a black hole and received no response, according to a study conducted by Velocify. Of those that did respond, their results weren&#8217;t optimal. 46 percent of [&#8230;]<img src="" height="1" width="1"/> 0 Come on People, Let’s Focus on Customers for a Change Fri, 11 Apr 2014 19:51:58 +0000 Strativity Group this week released a research report that shows a staggering 83 percent of business executives don&#8217;t know the cost of a customer complaint. According to Strativity&#8217;s 2014 Global Customer Experience Management Survey, 76 percent do not know their customer acquisition costs, and, even more staggering, 81 percent are not fully committed to executing [&#8230;]<img src="" height="1" width="1"/> 0 Stop the Bleeding: 3 Things Companies Should Do In Light Of HeartBleed Thu, 10 Apr 2014 21:19:34 +0000 Believed to be among the biggest computer bugs to ever strike the Internet, the HeartBleed Internet bug is a doozy. What makes the situation even more dire, however, is that consumers can do little to protect themselves. HeartBleed has the Internet community reeling because it&#8217;s a direct hit to OpenSSL, which runs on 66 percent of the [&#8230;]<img src="" height="1" width="1"/> 0 Apple’s Challengers in Mobile Market Mon, 07 Apr 2014 20:50:38 +0000 Could Apple’s reign on the smartphone and tablet market be slipping? Apple’s iPhone and iPad have long been the darling of everyone from end users to app developers. Most of the companies that CRM Magazine covers choose to roll out mobile apps that work with iOS first, although the larger the company, the more having [&#8230;]<img src="" height="1" width="1"/> 0 Sam’s Club and Amazon Continue as CX Leaders Fri, 04 Apr 2014 16:35:07 +0000 The 2014 Temkin Experience Ratings are in, and Sam&#8217;s Club and Amazon deliver the best customer experiences among the 45 companies evaluated in the retail category, based on a survey of 10,000 U.S. Consumers. Costco, PetSmart, Ace Hardware, and BJ&#8217;s Wholesale Club also earned high marks from customers. Lowe&#8217;s, Dollar Tree, Barnes &#38; Noble, and [&#8230;]<img src="" height="1" width="1"/> 0 Cortana’s Message to Siri: Be Afraid, Be Very Afraid Thu, 03 Apr 2014 16:40:53 +0000 At Build 2014 yesterday, Microsoft&#8217;s Joe Belfiore introduced Cortana, a long awaited rival to Apple&#8217;s Siri (and Google Now). Based on a character from the video game Halo, Cortana will be available on Microsoft&#8217;s Windows Phone version 8.1, and will be able to perform the same basic functions as her competitors&#8211;and more. Though Microsoft is far [&#8230;]<img src="" height="1" width="1"/> 0 What Do Self-Driving Cars Have to Do with BI? Wed, 02 Apr 2014 21:36:37 +0000 Called the “Thomas Edison of our time,” Ray Kurzweil is a legendary inventor and futurist, whose many inventions include groundbreaking discoveries in speech technology. In a keynote speech to the crowd at the Gartner Business Intelligence (BI) Summit, he casually reminded audiences they have reason to pay attention: Of the 147 predictions he made about [&#8230;]<img src="" height="1" width="1"/> 0 10 Marketing Mantras from the Adobe Digital Marketing Summit Thu, 27 Mar 2014 20:03:52 +0000 As the Adobe Digital Marketing Summit comes to a close in Salt Lake City, I&#8217;m back in NYC reflecting on a few days of total submergence in a marketing mecca. What were some of the biggest takeaways from this year&#8217;s summit? From introspective customer testimonials to optimistic predictions from company heads, I bring you the [&#8230;]<img src="" height="1" width="1"/> 0