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Intervoice8.14    1.47
Salesforce67    3.61
eLoyalty5.23    0.26
Pegasystems14.32    0.7
ATG3.25    0.15
SAP54.19    2.48
Sykes19.45    0.84
Unica8    0.34
RightNow13.68    0.57
Nortel6.71    0.28
NCR26.06    0.83
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ICT9.37    0.23
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Amdocs29.35    0.63
NICE27.63    0.57
HP42.34    0.69
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Epicor7.01    0.11
ClickSoftware2.55    0.03
Oracle20.44    0.19
LivePerson2.52    0.01
CDC2.66    0.01
Teletech17.9    0.04
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As of 4:00 p.m. on 7/16/08

 
 


  "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.
 
 
4/16/08 - When Zero Costs You More Than Zero
Yesterday, I shared a Wall Street Journal article about how one company discovered an annoying aspect of their web experience. Specifically, U.S. Airways found a significant number of instances of customers mistaking the "O" for a zero and vice versa when entering their frequent flyer ID. The result was less than a positive customer experience.
 
In addition to being a bit annoying, a number of those instances created a call to the call center for help. That is a real cost of doing business. And it is one that can be addressed. Could you place a definitive number to the cost savings if your company were to eliminate the "O" and the zero from user ids?
 
Add in the soft costs of an improved customer experience and I bet the aggregate savings among CRMAdvocate subscribing companies is easily tens of millions of dollars. Maybe more. How much can you save?
 
Gary Lemke, Publisher
(Share your thoughts)
 

 
 

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