| Stock Ticker |
| ICT | 5.04 |  | 0.41 |
| CDC | 1.24 | | 0.1 |
| RightNow | 8.9 | | 0.5 |
| Amdocs | 20.55 | | 0.92 |
| Chordiant | 2.93 | | 0.13 |
| ATG | 1.95 | | 0.07 |
| NetSuite | 8.42 | | 0.3 |
| Rainmaker | 0.91 | | 0.03 |
| Convergys | 7.06 | | 0.2 |
| Interactive | 7.03 | | 0.17 |
| LivePerson | 1.91 | | 0.04 |
| ClickSoftware | 2 | | 0.01 |
| Astea | 2.55 | | 0 |
| Sykes | 19.65 |  | -0.04 |
| Epicor | 4.76 | | -0.04 |
| Pegasystems | 12.65 | | -0.11 |
| Unica | 5.69 | | -0.06 |
| HP | 36.33 | | -0.48 |
| Teletech | 8.5 | | -0.12 |
| NICE | 23.08 | | -0.34 |
| SPSS | 26.79 | | -0.43 |
| NCR | 14.35 | | -0.24 |
| Oracle | 18.09 | | -0.32 |
| Salesforce | 33.35 | | -0.67 |
| SAP | 35.69 | | -0.93 |
| Vignette | 9.04 | | -0.24 |
| Tekelc | 13.1 | | -0.35 |
| Nortel | 0.28 | | -0.01 |
| SupportSoft | 2.1 | | -0.09 |
| APAC | 1.32 | | -0.06 |
| eLoyalty | 2.45 | | -0.52 |
| Selectica | 0.69 | | -0.19 |
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As of 3:59 p.m. on 1/5/09 |
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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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5/10/07 - Talking Their Language
I have a teenage daughter. Like many parents, I gave her a cell phone to use so we can better communicate. My original idea was that it was so the two of us could communicate. For her, it's about better communication with her friends. I know, I know - those of you with teenagers reading this are thinking, "Duh, what did you expect?"
One of my frustrations is that when I call her, I want to talk with her, not her voicemail. Here's another parent epiphany (another "Duh" please) - voice is so passé. It's all about text messaging. A more seasoned veteran parent said that if I want to talk with her I was going to have to talk her way - texting. OK, it's not the way I want to do it but if I want to communicate with her, I better get with the program.
So what does that to do with CRM? Quite a bit. It's not about texting customers. It's about figuring out how they want to communicate. While my daughter is all about texting, others may prefer email, or heaven forbid, an actual voice conversation. How do you determine the communication preferences of your customers on a customer-by-customer basis?
Gary Lemke, Publisher
(Share your thoughts)
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