| 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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3/7/08 - Keep Asking
As we discuss the one thing companies can do to improve the customer experience, we have explored what one question is most effective to ask customers. We've also pondered whether it is the question, the feeling of empowerment, or simply giving the customer a sense that their opinions matter. Today, I'll share one reader that captures the essence of passion in learning. Think about this:
"I find it quite humorous to say there are right or wrong questions with regard to the one idea. There are a multitude of questions that you need to ask to get the full picture of most situations. A cursory read of the literature shows that the best diagnosticians, doctors, and sales professionals typically ask the most amount of questions. Not to say to that it's a pure quantity game, as they can also be of high quality, but any complex phenomena has numerous angles that you want to attack. There's often a parsimonious signature, but it's usually 3-5 variables, which each have their own drivers. Like most portfolios, it only take a few high return ideas to eclipse all the rest. Keep asking."
Keep an open mind. Keep asking. It's just that simple. Isn't it?
Gary Lemke, Publisher
(Share your thoughts)
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