| Stock Ticker |
| eLoyalty | 5.15 |  | 0.21 |
| SupportSoft | 3.36 | | 0.11 |
| Salesforce | 70.12 | | 1.89 |
| Teletech | 20.48 | | 0.52 |
| ClickSoftware | 2.9 | | 0.05 |
| NCR | 25.61 | | 0.41 |
| NetSuite | 18.99 | | 0.3 |
| Oracle | 21.31 | | 0.31 |
| NICE | 29.93 | | 0.36 |
| Amdocs | 29.77 | | 0.35 |
| Tekelc | 14.83 | | 0.12 |
| Epicor | 6.96 | | 0.05 |
| Rainmaker | 2.94 | | 0.02 |
| ICT | 8.25 | | 0.05 |
| Vignette | 12.03 | | 0.03 |
| Unica | 8.05 | | 0.01 |
| Sykes | 18.82 |  | -0.04 |
| SPSS | 36.24 | | -0.13 |
| SAP | 51.89 | | -0.22 |
| HP | 44 | | -0.21 |
| Pegasystems | 13.37 | | -0.09 |
| Intervoice | 5.65 | | -0.05 |
| ATG | 3.17 | | -0.03 |
| Convergys | 14.68 | | -0.18 |
| LivePerson | 2.76 | | -0.05 |
| Nortel | 8.03 | | -0.19 |
| Astea | 3.56 | | -0.1 |
| Interactive | 11.25 | | -0.39 |
| CDC | 2.4 | | -0.09 |
| Chordiant | 4.81 | | -0.19 |
| Selectica | 1.26 | | -0.09 |
| APAC | 1.49 | | -0.11 |
| RightNow | 12.64 | | -1.03 |
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As of 4:00 p.m. on 7/1/08 |
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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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6/11/07 - Attitude's Cost
One of the recurring themes I hear from people on both sides of the CRM equation is that customers just want to feel they are important and that someone really cares about them. This is such an important concept that the value of great product and even great service can be dramatically diminished by a cavalier attitude. Conversely, poor product and poor service can be greatly enhanced by an attitude of caring and compassion.
To continue the discussion about airline customer service, one reader wrote, "My airline experience (and I fly a lot) is opposite. I find that the low cost airlines like Southwest tend to treat their customers better than the high-priced carriers. I have platinum status on a couple of airlines and they treat me well, but I find that they are cavalier about letting folks know when there is a delay, how long it will REALLY be, why, etc. I just hate being treated like a mushroom. So I don't think bad service and low cost go together and in fact it is often the opposite."
If that is the prevailing wind, maybe an organization can really be low cost and high service because a compassionate heart and caring spirit are not something you buy. Reminds me of a credit card commercial . . . Priceless!
Gary Lemke, Publisher
(Share your thoughts)
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