| Stock Ticker |
| LivePerson | 2.85 |  | 0.18 |
| Selectica | 1.16 | | 0.07 |
| ICT | 9.15 | | 0.55 |
| Interactive | 11.01 | | 0.49 |
| SupportSoft | 3.62 | | 0.14 |
| Vignette | 12.26 | | 0.45 |
| ClickSoftware | 2.46 | | 0.07 |
| Salesforce | 69.5 | | 1.88 |
| Oracle | 23.37 | | 0.62 |
| Convergys | 13.84 | | 0.34 |
| Epicor | 7.25 | | 0.16 |
| NetSuite | 16 | | 0.3 |
| Rainmaker | 3.23 | | 0.06 |
| eLoyalty | 5.59 | | 0.07 |
| ATG | 4.17 | | 0.05 |
| Teletech | 15.99 | | 0.19 |
| Nortel | 5.99 | | 0.07 |
| Amdocs | 30.86 | | 0.36 |
| RightNow | 16.71 | | 0.17 |
| Chordiant | 6.27 | | 0.06 |
| Pegasystems | 14.89 | | 0.14 |
| CDC | 3.07 | | 0.02 |
| NCR | 26.22 | | 0.08 |
| Sykes | 19.81 | | 0.06 |
| SPSS | 33.9 | | 0.09 |
| Intervoice | 8.21 | | 0.01 |
| HP | 45.47 |  | -0.04 |
| Tekelc | 16.83 | | -0.02 |
| NICE | 28.11 | | -0.36 |
| APAC | 1.47 | | -0.02 |
| SAP | 57.45 | | -0.84 |
| Astea | 3.59 | | -0.09 |
| Unica | 8.3 | | -0.42 |
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As of 4:00 p.m. on 8/7/08 |
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 "Our Take"
| | About
"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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5/30/06 - Don't Go Away Mad . . . Just Go Away
Today let's talk about those customers that are unprofitable and will most likely remain unprofitable. Generally, the case can be made that they are a drain on resources that could be better applied to more profitable and/or more promising customers. In other words, it would be great if they would just go away.
To simplify the situation a bit, let's assume that the unprofitable/unpromising customer was either that way from the start or became that way over time. If they were always a drain with no potential, then perhaps you have a customer acquisition issue. More to the point, you might have marketing programs that are attracting exactly the type of customers that will do nothing but pull down your profitability.
How does that happen? Marketing often thinks in terms of numbers - numbers of customers and market share. Marketing is often rewarded for bringing in new customers that result in revenue growth with secondary regard to profit contribution. I'll share more tomorrow about that situation and what can be done about it.
Gary Lemke, Publisher
(Share your thoughts)
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