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LivePerson2.85    0.18
Selectica1.16    0.07
ICT9.15    0.55
Interactive11.01    0.49
SupportSoft3.62    0.14
Vignette12.26    0.45
ClickSoftware2.46    0.07
Salesforce69.5    1.88
Oracle23.37    0.62
Convergys13.84    0.34
Epicor7.25    0.16
NetSuite16    0.3
Rainmaker3.23    0.06
eLoyalty5.59    0.07
ATG4.17    0.05
Teletech15.99    0.19
Nortel5.99    0.07
Amdocs30.86    0.36
RightNow16.71    0.17
Chordiant6.27    0.06
Pegasystems14.89    0.14
CDC3.07    0.02
NCR26.22    0.08
Sykes19.81    0.06
SPSS33.9    0.09
Intervoice8.21    0.01
HP45.47    -0.04
Tekelc16.83    -0.02
NICE28.11    -0.36
APAC1.47    -0.02
SAP57.45    -0.84
Astea3.59    -0.09
Unica8.3    -0.42
As of 4:00 p.m. on 8/7/08

 
 


  "Our Take"

(Past Editions by: Date, Title, Topic)

 
"Our Take" 
"Our Take" is a collection of daily vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions, epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
 
 
1/7/08 - Don't Live in a Box
"Don't live in a box." Those were the valuable words of a call center agent and the ones that I am embracing as the one CRM resolution to make a difference for customer experiences around the world.
 
Consider how often your customers become frustrated with your company's procedures and rules. Examine the way you have done business in the past and how the status quo can become outdated and uncompetitive. Look for ways to work outside the box to delight your customers with the unexpected.
 
If you "live outside the box," you are free to think in more creative ways. It requires one to listen a bit more to what the customer is really saying and really feeling. It may even get the compassionate juices flowing with a focus on the experience and not on the rules. Do you agree?
 
Gary Lemke, Publisher
(Share your thoughts)
 

 
 

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