| Stock Ticker |
| ICT | 8.28 |  | 0.2 |
| Tekelc | 16.28 | | 0.38 |
| Convergys | 16.03 | | 0.31 |
| SPSS | 31.93 | | 0.56 |
| NetSuite | 17.13 | | 0.3 |
| APAC | 2.33 | | 0.04 |
| SAP | 55.93 | | 0.6 |
| SupportSoft | 3.42 | | 0.03 |
| Selectica | 1.15 | | 0.01 |
| Teletech | 16.15 | | 0.11 |
| Chordiant | 6.03 | | 0.02 |
| Rainmaker | 2.99 | | 0.01 |
| Astea | 3.11 | | 0.01 |
| Intervoice | 8.24 | | 0.02 |
| Epicor | 8.5 | | 0.02 |
| ATG | 4.08 | | 0 |
| Nortel | 5.9 | | 0 |
| NICE | 30.24 |  | -0.01 |
| Interactive | 10.07 | | -0.02 |
| LivePerson | 3.2 | | -0.01 |
| Unica | 8.67 | | -0.03 |
| CDC | 2.61 | | -0.01 |
| Vignette | 13.44 | | -0.06 |
| Sykes | 20.47 | | -0.11 |
| eLoyalty | 4.85 | | -0.04 |
| Pegasystems | 14.62 | | -0.13 |
| Amdocs | 29.79 | | -0.4 |
| Oracle | 21.19 | | -0.36 |
| NCR | 25.54 | | -0.48 |
| RightNow | 14.18 | | -0.27 |
| HP | 45.09 | | -0.91 |
| Salesforce | 53.98 | | -1.17 |
| ClickSoftware | 2.33 | | -0.06 |
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As of 3:59 p.m. on 9/4/08 |
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 "Our Take"
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"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.
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2/9/07 - Are You Clueless?
Yesterday's column generated some very passionate responses. One consultant responded with some darn serious claims. I thought you deserved to read it. Brace yourself.
"Gary, who do these people think they're kidding when they talk about ROI? How in hell can they answer ROI questions when none, *none* of them know what their own operational costs are? From the vendor side, there are two types of vendors who make specific ROI promises to prospects: the ignorant, and the less-than-honest. Absent verified cost data for current-state operations, there can be no true ROI projections. And how do managers expect to compare the vendor's workflow with their operational workflow when they don't know what the latter really is? When I do an assessment, I always ask each level (VP, Dir, Mgr, Superv, Rep) separately to draw their center's work/callflow. None of the diagrams ever match in some significant details. I've taken many companies through the CRM vendor/product selection process. Not one has ever made the final choice based on alignment between the product's designed workflow & functionality and the contact center documented specs. There are a number of reasons why most CRM projects fail to deliver on their promises. One is that management people are not the decision makers on product selection. Another is that most of them have no clue as to either what they are supposed to be doing in terms of process, costs or meaningful results."
I apologize for the length but the remarks are consistent with many selection processes I see. Help me out here. Why the big disconnect?
Gary Lemke, Publisher
(Share your thoughts)
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