| Stock Ticker |
| CDC | 2.84 |  | 0.12 |
| Tekelc | 16.81 | | 0.67 |
| NetSuite | 15.92 | | 0.3 |
| LivePerson | 2.76 | | 0.03 |
| APAC | 1.41 | | 0.01 |
| Sykes | 18.91 | | 0.12 |
| Oracle | 22.28 | | 0.07 |
| Selectica | 1.1 | | 0 |
| ATG | 3.93 | | 0 |
| ICT | 8.1 | | 0 |
| Teletech | 15.49 |  | -0.01 |
| Intervoice | 8.2 | | -0.01 |
| Salesforce | 68.12 | | -0.09 |
| Interactive | 10.04 | | -0.02 |
| HP | 44.91 | | -0.09 |
| Astea | 3.59 | | -0.01 |
| Unica | 8.8 | | -0.03 |
| Amdocs | 30.11 | | -0.11 |
| Vignette | 11.15 | | -0.07 |
| SAP | 57.91 | | -0.45 |
| ClickSoftware | 2.42 | | -0.03 |
| Epicor | 6.98 | | -0.09 |
| Nortel | 6.07 | | -0.08 |
| Convergys | 12.86 | | -0.17 |
| RightNow | 16.25 | | -0.24 |
| Chordiant | 5.92 | | -0.09 |
| SPSS | 32.62 | | -0.51 |
| NCR | 25.62 | | -0.52 |
| NICE | 29.6 | | -0.78 |
| SupportSoft | 3.4 | | -0.1 |
| Pegasystems | 14.5 | | -0.44 |
| Rainmaker | 3.12 | | -0.15 |
| eLoyalty | 5.22 | | -0.37 |
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As of 4:00 p.m. on 8/5/08 |
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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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4/14/08 - Bookends
We've been talking about strategies for how airlines like American Airlines can do a better job with the customer experience associated with massive grounding of aircraft. While we have focused our attention on American Airlines, it is not my attention to single out American or any other airline. I simply see this as an opportunity to discuss customer experience strategies.
Many of you have written to suggest that more pro-active communication is so critical. I agree. Furthermore, I like what American Airlines has done to refine their customer experience strategy by being more pre-emptive in their actions as well as more proactive on the back end with compensation and more communication. That's a good "bookend" strategy. Of course, making sure there is something good in the middle is important too.
You can read the apology letter that was sent via email to their frequent flyers Airline Biz Blog.
Gary Lemke, Publisher
(Share your thoughts)
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