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CDC2.84    0.12
Tekelc16.81    0.67
NetSuite15.92    0.3
LivePerson2.76    0.03
APAC1.41    0.01
Sykes18.91    0.12
Oracle22.28    0.07
Selectica1.1    0
ATG3.93    0
ICT8.1    0
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Intervoice8.2    -0.01
Salesforce68.12    -0.09
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As of 4:00 p.m. on 8/5/08

 
 


  "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.
 
 
3/14/08 - Aim High
Yesterday, I highlighted a story about a company that achieved best-in-class customer loyalty as measured by the Net Promoter Score (NPS). If you didn't have a chance to see the story, take a chance to review the story.
 
This company achieved an NPS score of 79 when the typical score, stated by NetPromoter advocates, is in the range of 5 to 10. If these numbers are correct, this company is way ahead of the competition. So you can't really blame them if they rest on their laurels. Right?
 
What I like about this story is the CEO's comment: "Until we hit 100 percent there is still room for improvement. We have no plans to rest on our laurels. Instead, we will continue to evolve our products, systems and service to assure that they reflect the ever-changing needs of our customers." That's the winning attitude!
 
Gary Lemke, Publisher
(Share your thoughts)
 

 
 

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