| Stock Ticker |
| ICT | 5.04 |  | 0.41 |
| CDC | 1.24 | | 0.1 |
| RightNow | 8.9 | | 0.5 |
| Amdocs | 20.55 | | 0.92 |
| Chordiant | 2.93 | | 0.13 |
| ATG | 1.95 | | 0.07 |
| NetSuite | 8.42 | | 0.3 |
| Rainmaker | 0.91 | | 0.03 |
| Convergys | 7.06 | | 0.2 |
| Interactive | 7.03 | | 0.17 |
| LivePerson | 1.91 | | 0.04 |
| ClickSoftware | 2 | | 0.01 |
| Astea | 2.55 | | 0 |
| Sykes | 19.65 |  | -0.04 |
| Epicor | 4.76 | | -0.04 |
| Pegasystems | 12.65 | | -0.11 |
| Unica | 5.69 | | -0.06 |
| HP | 36.33 | | -0.48 |
| Teletech | 8.5 | | -0.12 |
| NICE | 23.08 | | -0.34 |
| SPSS | 26.79 | | -0.43 |
| NCR | 14.35 | | -0.24 |
| Oracle | 18.09 | | -0.32 |
| Salesforce | 33.35 | | -0.67 |
| SAP | 35.69 | | -0.93 |
| Vignette | 9.04 | | -0.24 |
| Tekelc | 13.1 | | -0.35 |
| Nortel | 0.28 | | -0.01 |
| SupportSoft | 2.1 | | -0.09 |
| APAC | 1.32 | | -0.06 |
| eLoyalty | 2.45 | | -0.52 |
| Selectica | 0.69 | | -0.19 |
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As of 3:59 p.m. on 1/5/09 |
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Contributed Article
(Source: CRM Daily)
For Customers, There's No Need To Suffer in Silence
Constructive customer complaining is a lost art, experts say. Customers often get nasty or, more often, shrug and walk away, figuring it's not worth the effort to right a wrong. Or they think no one cares. Businesses can be tin-eared when hearing complaints. Or they can even aggravate customers more when they respond to a complaint.
Have you been bumped from a flight? Belittled by a hotel clerk? Or stewed in a doctor's waiting room? Then Rupert Barkoff wants to hear all about it.
By day, Barkoff is a lawyer at Kilpatrick Stockton in Atlanta and a national expert on business franchising. But his hobby -- his golf, as he puts it -- is dissecting customer service horror stories, starting with his own.
The 60-year-old "self-appointed expert on customer service" is on a mission to collect 1,000 customer service stories. Barkoff created a Web site called anecdatabook.com to collect the tales, and he aims to write a book about the findings, a how-to tome that coaches people (and businesses) about how to right customer service wrongs.
Read the entire CRMDaily article. |
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