| 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"
| | 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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6/21/06 - The Silver Bullet of Customer Retention
Recently, I was asked to speak to a group of CEOs about one of my favorite topics - customer retention. I am always happy to share my perspectives garnered from experience. I had originally agreed on the premise that I would talk about the business case for customer retention and the methodology to improve it based on analytics and business processes. Of course, there is a bit of retention culture that often enters the mix.
However, an interesting thing happened along the way. The organizers came back and suggested that I skip the focus on business case, methodology and culture in order to dwell on a "couple silver bullets." In other words, simply tell the audience what to do to improve customer retention. I immediately declined the speaking opportunity.
Why? Because my experience tells me that every business is unique and the retention strategies of one company cannot be universally applied to others. To suggest the existence of generally applicable best practices ignores the realities of each business and the opportunity for value differentiation. We all wish there was a silver bullet but if there were it would already be in use by every organization. Wouldn't it?
Gary Lemke, Publisher
(Share your thoughts)
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