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| RealMarket Stock Index |
| RMSI | 60.65 |  | 1.24% |
| Dow Jones | 12,871.75 | | 0.16% |
| Nasdaq | 2,424.40 |  | 0.06% |
| S&P 500 | 1,396.37 | | 0.11% |
| Top Gainers |
| SAP | 51.2 | | 57.90 |
| HP | 47.59 | | 49.78 |
| NCR | 24.34 | | 47.99 |
| Top Losers |
| eOn | 0.3 | | 0.78 |
| Selectica | 1.34 | | 1.75 |
| Broadvision | 1.04 | | 2.20 |
| Complete Stock Index |
| As of close 04/28/08 |
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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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4/2/08 - What Would You Have Done?
Yesterday, I asked two questions about the way American Airlines handled their voluntary grounding of 300 aircraft for inspections. The two questions were: 1) why ground more planes than you can handle at one time, and; 2) could the plan been executed more proactively to minimize customer conflict?
The first question has to do with complex safety procedures and risk management business decisions that outsiders like me will never grasp. However, the second question is perfect for a forum of seasoned professionals like the collective group of CRMAdvocate readers. That means you!
It seems the airlines had an opportunity to do something proactive with regard to the customer experience but fell back on the same routine of cancel and react. Tell me what you would have done to improve the customer experience side of things of canceling so many flights. I'll start sharing your responses later this week.
Gary Lemke, Publisher
(Share your thoughts)
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