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eLoyalty5.15    0.21
SupportSoft3.36    0.11
Salesforce70.12    1.89
Teletech20.48    0.52
ClickSoftware2.9    0.05
NCR25.61    0.41
NetSuite18.99    0.3
Oracle21.31    0.31
NICE29.93    0.36
Amdocs29.77    0.35
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As of 4:00 p.m. on 7/1/08

 
 


  "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.
 
 
2/14/08 - It's All About Support Stupid
As I read through the array of reader responses to the "buy versus build" question, one theme seems to be bubbling to the top more than others. And that issue is technical support. It seems many people are extremely frustrated with the poor technical support they receive from their CRM vendors.
 
Consider this thought: "Based on our experience, the vendor's first response might be 'its a customization, we don't support that', followed by weeks of poor customer service and little to no response, until you get 'its a known bug that MIGHT be fixed in the next few releases'. That is, if you can understand the person from the company to which your vendor has outsourced their support!"
 
I see this as an extremely important issue and an area for differentiate among CRM vendors. Let's face it, the most common and necessary functions of a CRM system are available from just about every vendor. Hey vendors, do you agree?
 
Gary Lemke, Publisher
(Share your thoughts)
 

 
 

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