 OUR TAKE -
Just Like Mom Used to Do
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| Lasting Impressions:
The schoolteacher asked a boy this question: Suppose your mother baked a pie and there were six of you – your mother, your father and four children. What percentage of the pie would you get? “One-fifth,” replied the boy. The teacher responded, “I’m afraid you don’t know your fractions. Remember, there are six of you.” “I know,” said the boy, “but you don’t know my mother. She would say she didn’t want any pie so we could have more.”
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Throughout the year, we share case studies, stories, as well as other profiles in exemplary customer service. We do this in the name of best practices so you have the opportunity to learn by example. Exposure to customer service done well hopefully provides both information and motivation to raise the quality of your customer experiences to the next level.
As we prepare to celebrate Mother's Day this weekend, I suggest you look no further than the role of mother for motivation and example. Let's consider the job description. A mother is willing to put the needs of others in front of her own needs. A mother will go to extremes to protect and provide even to the extent of putting herself in harm's way. A mother is willing to do just about anything for her child even when it is undeserved.
I am fortunate to have my mother visiting me this week. Welcome home mom! By the way, Mother's Day is also her birthday this year. So the pressure is on!
In closing, I have a question for you. Do your customers get a warm customer experience that reminds them of mother? That's my take. What's your take?
Gary Lemke, Publisher
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| Stock Ticker |
| LivePerson | 2.66 |  | 0.15 |
| APAC | 1.16 | | 0.05 |
| Pegasystems | 10.43 | | 0.38 |
| NICE | 32.06 | | 0.95 |
| Selectica | 1.45 | | 0.04 |
| RightNow | 12.99 | | 0.27 |
| NetSuite | 18.19 | | 0.3 |
| Epicor | 8.09 | | 0.1 |
| Teletech | 23.25 | | 0.27 |
| Salesforce | 67.57 | | 0.76 |
| Chordiant | 4.81 | | 0.05 |
| Convergys | 15.52 | | 0.14 |
| HP | 49.06 | | 0.41 |
| Vignette | 11.97 | | 0.1 |
| Amdocs | 31.94 | | 0.2 |
| Sykes | 20.4 | | 0.12 |
| Oracle | 21.1 | | 0.11 |
| ICT | 9.99 | | 0.04 |
| Interactive | 11.59 | | 0.03 |
| Tekelc | 15.85 | | 0.02 |
| SAP | 49.03 | | 0.06 |
| SPSS | 40.64 | | 0.03 |
| Rainmaker | 3.77 |  | -0.02 |
| SupportSoft | 3.47 | | -0.02 |
| CDC | 3.36 | | -0.02 |
| ClickSoftware | 3.06 | | -0.02 |
| Astea | 4.49 | | -0.03 |
| Nortel | 8.23 | | -0.08 |
| Intervoice | 5.85 | | -0.08 |
| NCR | 25 | | -0.53 |
| ATG | 3.3 | | -0.11 |
| Unica | 7.28 | | -0.51 |
| eLoyalty | 6.99 | | -0.71 |
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As of 4:00 p.m. on 5/8/08 |
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 NEW IN CRM
News: Tealeaf introduced Tealeaf cxResults this week, a product that changes the way organizations are able to analyze the business impact of the customer experience. The company also announced updates to its core Tealeaf CX datastore as well as a new version of Tealeaf cxConnect featuring integrations with third party tools. (Source: Tealeaf
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News: CPM Marketing Group released Version 4 of its Instant CRM™ (ICRM) interactive message server. ICRM is a Web-based tool that delivers real–time, personalized CRM communications to every user based on individual health needs regardless of the touch point they use. Typical consumer touch points, or communication channels, include face-to-face communication, direct mail, kiosks, Web sites or call center interactions. Using ICRM, patients receive consistent messaging across all touch points. The system is designed to interactively and incrementally control the content displayed on the communication channel screen to enhance and personalize the consumer “conversation.” (Source: CPM Marketing Group
)
News: Apatar, a provider of open source software tools for the data integration, announced the CDYNE Phone Verification connector for their toolset. The new connector determines the validity of any U.S. or Canadian phone number using CDYNE Web services without coding enabling business users to verify and filter customer phone numbers extracted from databases (such as MySQL, Microsoft SQL, Oracle), files (Microsoft Excel spreadsheets, CSV/TXT files), applications (Salesforce.com, SugarCRM), and Web 2.0 destinations (Flickr, Amazon S3, RSS feeds).(Source: Apatar
)
News: To date, enterprises around the world have invested billions of dollars in IT infrastructures to house and manage their essential business data. As these data systems have proliferated and grown more complex, the data integration market for products that manage the accessing, combining and delivery of these disparate systems has also grown proportionately. Composite Software, a virtual data integration company, released its Data Integration Strategy Recommendation Tool, a configurable, online tool designed to assist enterprises in determining the most effective data integration approach for development projects. (Source: Composite Software
)
News: CRM consulting firm ISM has released its list of CRM software award winners. According to ISM, the awards are based on the "intensive" testing of CRM software according to 217 selection criteria, including 103 business functions, 52 technical features, 36 implementation capabilities, 9 real time criteria and 17 user-support features. (Source: ISM
)
News: Pegasystems reported total revenue for the quarter of $48.5 million, an increase of 29%. License revenue for the quarter increased 45% to $17.5 million, compared to $12.1 million for the first quarter of 2007. Net income for the first quarter of 2008 was $2.9 million, compared to $1.0 million for the first quarter of 2007. The Company generated $13.9 million in cash flow from operations and ended the quarter with $160.9 million in cash and short-term investments. (Source: Pegasystems
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