| Stock Ticker |
| LivePerson | 3.31 |  | 0.21 |
| Vignette | 13.76 | | 0.68 |
| Selectica | 1.19 | | 0.04 |
| NetSuite | 16.91 | | 0.3 |
| Tekelc | 15.76 | | 0.27 |
| Convergys | 14.56 | | 0.2 |
| Epicor | 8.46 | | 0.11 |
| Sykes | 19.74 | | 0.22 |
| NICE | 31.16 | | 0.26 |
| Pegasystems | 14.65 | | 0.12 |
| Unica | 8.94 | | 0.06 |
| ICT | 8 | | 0.03 |
| Intervoice | 8.25 | | 0.03 |
| Teletech | 15.1 | | 0.05 |
| Chordiant | 5.91 | | 0.01 |
| HP | 46.86 | | 0.05 |
| SAP | 55.77 | | 0.06 |
| Salesforce | 56.56 | | 0.03 |
| NCR | 26.44 |  | -0.04 |
| Oracle | 22.15 | | -0.06 |
| Amdocs | 29.57 | | -0.14 |
| Rainmaker | 3.02 | | -0.02 |
| SPSS | 31.59 | | -0.23 |
| eLoyalty | 5.04 | | -0.04 |
| SupportSoft | 3.44 | | -0.03 |
| Interactive | 10.18 | | -0.09 |
| RightNow | 14.81 | | -0.15 |
| ATG | 4 | | -0.07 |
| CDC | 2.7 | | -0.06 |
| APAC | 2.13 | | -0.06 |
| ClickSoftware | 2.25 | | -0.07 |
| Astea | 2.98 | | -0.16 |
| Nortel | 5.58 | | -0.38 |
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As of 4:00 p.m. on 8/26/08 |
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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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4/10/07 - Guilt is Good
Yesterday, I shared a story about the hotel front desk manager that took responsibility for not following through on a request. I would have never known that he dropped the ball assuming the maintenance man simply was pre-occupied or taking his time. But the front desk manager did call explaining that he was the problem and he sincerely apologized.
So the questions you readers asked, "Did he do it because he was trained to or did he do it out of fear that a patron might wittingly complain to the maintenance man?" Was he afraid the maintenance man would "get in his face" for setting him up with a hostile guest created by his own miscue?
I don't know the answer for sure. The front desk manager was a very young guy so I was surprised at the maturity of 'coming clean.' However, the sincerity of the apology and perhaps the unexpected nature leads me to believe he was not trained or motivated out of fear. So maybe it was a bit of guilt. Sometimes we hear negative things about guilt. However, I think guilt can be a positive motivator. In fact, think about how guilt might have continued to affect the manager had he not explained and apologized.
Gary Lemke, Publisher
(Share your thoughts)
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