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CRMAdvocate has everything you need to stay current with the latest Customer Relationship Management (CRM) trends and strategies.
Isn't
that what an Advocate is supposed to do?
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 OUR TAKE -
Businessman and the Fisherman
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| Lasting Impressions:
If hard work were such a wonderful thing, surely the rich would have kept it all to themselves.
-
Lane Kirkland
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I'm a bit off topic today. For some of you, it might be a welcome respite from daily challenges. For others, it may be a distraction. Regardless of how you might view this story, I'll bet a doughnut there is something in here for you. If I'm wrong, the baker is going to love me!
It's the story of the businessman and the fisherman and only takes a minute or so to read.
And while I won't bet a doughnut that you go home today to sleep late, fish a little, play with your kids, take a walk with your wife, stroll to the village in the evenings where you could sip wine and play your guitar with your buddies, you might consider how what you are doing now fits into the bigger picture.
That's my take. What's your take?
Gary Lemke, Publisher
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| Stock Ticker |
| Astea | 5.29 |  | 0.57 |
| SupportSoft | 3.62 | | 0.23 |
| Selectica | 1.56 | | 0.09 |
| Rainmaker | 3.71 | | 0.09 |
| NCR | 25.24 | | 0.44 |
| APAC | 1.17 | | 0.02 |
| NetSuite | 18.18 | | 0.3 |
| SPSS | 41.46 | | 0.63 |
| Intervoice | 6.29 | | 0.09 |
| ICT | 10.13 | | 0.13 |
| Pegasystems | 12.01 | | 0.12 |
| Oracle | 21.67 | | 0.16 |
| Teletech | 24.45 | | 0.18 |
| SAP | 50.22 | | 0.33 |
| Salesforce | 67.95 | | 0.33 |
| Interactive | 12.47 | | 0.05 |
| Tekelc | 16.31 | | 0.04 |
| Sykes | 20.23 | | 0.03 |
| Convergys | 15.71 | | 0.02 |
| Amdocs | 31.89 | | 0.01 |
| CDC | 3.43 | | 0 |
| eLoyalty | 6.57 |  | -0.02 |
| Unica | 7.28 | | -0.06 |
| ClickSoftware | 3.13 | | -0.03 |
| LivePerson | 2.72 | | -0.03 |
| Chordiant | 4.91 | | -0.06 |
| Epicor | 8.01 | | -0.1 |
| ATG | 3.25 | | -0.05 |
| NICE | 30.95 | | -0.55 |
| Vignette | 12.52 | | -0.25 |
| RightNow | 13.16 | | -0.41 |
| Nortel | 7.91 | | -0.28 |
| HP | 44.27 | | -2.56 |
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As of 3:59 p.m. on 5/13/08 |
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 NEW IN CRM
Article: Citizens of major cities are becoming even more knowledgeable, savvy and vocal about what they expect from their public-service agencies and want a more sophisticated relationship with their governments in return for their votes and taxes, according to a new global research report from Accenture. The report, “Exploring People’s Perspectives on the Role of Government,” is based on research conducted by the Accenture Institute for Public Service Value as part of the Accenture Global Cities Forum, in which Accenture convened full-day panels of citizens representing a wide range of demographic backgrounds in London, Sydney, Singapore, Berlin, New York, Paris, Madrid and Los Angeles. (Source: CRM Daily
)
News: Iontas reported that a large U.S. Life Insurance company has purchased all three products in the Focus software suite: Process Focus, Activity Focus, and Event Focus. The Focus software suite will be used as part of a Six Sigma initiative to automatically catalog, discover, and improve current processes in the Insurance Company’s claims processing centers. (Source: Iontas
)
Article: One critical aspect of success is knowing what customers think. Judging from the language and tone at the recent SAP CRM 2008 conference in Las Vegas, SAP is urging vendors to take it another step further by leveraging online communities to receive constant customer feedback. Reza Soudogar, senior director of SAP CRM, said that reconnecting with customers is a major emphasis for SAP, a kind of "customer co-innovation," adding that there has historically been a "disconnection in the software industry" when it comes to recording -- and, more important, heeding -- the voice of the consumer. (Source: DestinationCRM
)
News: Service Strategies celebrated the successful completion of its recent event “Services Industry Summit: eService Strategies and Challenges,” held in Charleston, SC by announcing the availability of the conference presentations on its website. Visitors who register for the community section of the site (www.servicestrategies.com) will find a large library of best practice presentations, articles, blogs and other resources related to technical support, customer service, and other technology services topics. (Source: Service Strategies
)
News: BigMachines, a provider of web-based configurator, quote, and proposal selling tools, and salesforce.com announced that salesforce.com customers Accela, Dexter + Chaney, and Xactly have deployed BigMachines for Salesforce via the AppExchange. These three software vendors are now using BigMachines to automate pricing and discounting, generate quotes and proposals, and manage workflow routing and approvals. (Source: Salesforce
)
News: Tampa Electric has implemented quality monitoring software from Verint® Witness to support customer service initiatives across the company’s multiple contact center site locations. To further enhance the overall customer experience across its growing customer base, as well as streamline operations across multiple sites, Tampa Electric has implemented quality monitoring software from Verint Witness Actionable Solutions across its three contact center to make customer interactions available to individuals/departments outside the contact center.(Source: Verint
)
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