| Stock Ticker |
| eLoyalty | 5 |  | 0.25 |
| Selectica | 1.12 | | 0.03 |
| Astea | 3.09 | | 0.06 |
| NetSuite | 18.03 | | 0.3 |
| APAC | 2.21 | | 0.03 |
| Salesforce | 65.48 | | 0.84 |
| LivePerson | 3.25 | | 0.04 |
| Pegasystems | 14.4 | | 0.09 |
| Sykes | 19.49 | | 0.09 |
| Vignette | 12.69 | | 0.05 |
| Intervoice | 8.21 | | 0.02 |
| Epicor | 7.92 | | 0.01 |
| RightNow | 16.85 | | 0.01 |
| Chordiant | 5.9 |  | -0.01 |
| SAP | 56.03 | | -0.16 |
| Amdocs | 30.09 | | -0.13 |
| NCR | 26.68 | | -0.12 |
| Interactive | 11.07 | | -0.08 |
| Oracle | 22.56 | | -0.21 |
| ATG | 4.12 | | -0.04 |
| NICE | 30.34 | | -0.32 |
| SupportSoft | 3.69 | | -0.04 |
| Unica | 8.98 | | -0.12 |
| Tekelc | 16.05 | | -0.27 |
| Convergys | 14.09 | | -0.26 |
| HP | 43.69 | | -0.91 |
| Rainmaker | 3.16 | | -0.07 |
| Nortel | 5.87 | | -0.18 |
| SPSS | 32.71 | | -1.1 |
| CDC | 2.5 | | -0.11 |
| Teletech | 15.24 | | -0.77 |
| ICT | 9.02 | | -0.55 |
| ClickSoftware | 2.52 | | -0.18 |
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As of 4:00 p.m. on 8/19/08 |
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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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5/30/07 - The Grand Disconnect
Every so often I read about a study describing customer satisfaction and the divide between what people think they are delivering and what customers think they are getting. The latest is an Accenture commission study of 1,200 customers of technology vendors.
Three quarters of the vendors think they deliver above average service and more than half think their service is best-of-class. On the other side of the fence, 78 percent of the customers feel vendor service is average or below average. If you had to place bets on which side carries more weight, I'm very confident I know which spot you would place your chips.
Each customer-vendor situation has unique traits but one common theme is that businesses sometimes will or force their customer management strategies on their installed base. That may be in the form of business processes, self-help, automated systems, etc. I can only dream of a day when the grand discount between vendors and customers is based on customer humility viewing their service at a lower level than the accolades doled out by their customers. Wouldn't that be something?
Gary Lemke, Publisher
(Share your thoughts)
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