| Stock Ticker |
| Tekelc | 13.66 |  | 0.83 |
| ClickSoftware | 2.52 | | 0.13 |
| Amdocs | 27.2 | | 1.2 |
| SupportSoft | 3 | | 0.06 |
| NetSuite | 15.24 | | 0.3 |
| Interactive | 8.61 | | 0.11 |
| Chordiant | 4.37 | | 0.04 |
| Convergys | 14.29 | | 0.13 |
| Sykes | 20.57 | | 0.17 |
| Intervoice | 8.24 | | 0.02 |
| eLoyalty | 4.85 | | 0.01 |
| Teletech | 12.38 | | 0.01 |
| Rainmaker | 1.92 | | 0 |
| Selectica | 1.03 | | 0 |
| Oracle | 19.48 |  | -0.01 |
| LivePerson | 2.99 | | -0.01 |
| HP | 43 | | -0.26 |
| ATG | 3.25 | | -0.02 |
| NCR | 20.6 | | -0.21 |
| APAC | 1.96 | | -0.04 |
| Vignette | 9.84 | | -0.26 |
| Unica | 7.11 | | -0.23 |
| SPSS | 27.1 | | -1.05 |
| NICE | 23.84 | | -0.93 |
| Epicor | 8.22 | | -0.34 |
| RightNow | 11.12 | | -0.49 |
| ICT | 7.34 | | -0.37 |
| Nortel | 2.08 | | -0.11 |
| Salesforce | 41.57 | | -2.62 |
| CDC | 1.69 | | -0.11 |
| SAP | 45.65 | | -3.2 |
| Pegasystems | 11.27 | | -0.84 |
| Astea | 3.36 | | -0.29 |
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As of 3:50 p.m. on 10/3/08 |
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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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3/7/07 - Benchmarks versus Baselines
I want to thank Dick Lee for his contributed column yesterday, Benchmarking - When is it "Breathing Ether?" It seems many of you really enjoyed hearing from a seasoned veteran like Dick. Stay tuned. I hope to have more contributed columns in the next week on this very topic.
Let me share one reader's comments about the column: "Dick makes a good case against benchmarking processes against external norms. However, this does not necessarily mean that you should not benchmark. If your benchmarks are intended to establish a baseline for purposes of measuring process improvements after implementing a CRM solution they may still have meaning and value. It sets goals and management yardsticks or metrics. The goals also go a long way toward defining the CRM project itself and help to guard against scope creep.
The reader makes an excellent point. Create the metrics that matter to you. Measure them in a way that matters to you. And, if you make meaningful improvements on a continued basis, you will eventually become world class without getting sidetracked by outside numbers that may or may not have anything to do with your business. Do you agree?
Gary Lemke, Publisher
(Share your thoughts)
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