| 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.
|
6/15/06 - How Do the Pros Do It?
It would make sense that companies that provide CRM solutions would be best-in-class when it comes to dealing with their own customers. However, a recent study by the Customer Respect Group suggests otherwise.
The study found that CRM vendors do a below average job of communicating online with their customers. It was interesting to note that the study discovered that a small fraction of the CRM on-premise vendors provided something as simple and straightforward as a FAQ. For me, one of the most telling figures was the number of email requests that went unanswered - something that is unacceptable business practice these days.
However, the primary finding from the study seems to be the large difference between hosted versus on-premise CRM solution providers. It seems like the hosted guys have done a much better job providing support. What do they know that the on-premise guys don't?
Gary Lemke, Publisher
(Share your thoughts)
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