| Stock Ticker |
| Intervoice | 8.14 |  | 1.47 |
| Salesforce | 67 | | 3.61 |
| eLoyalty | 5.23 | | 0.26 |
| Pegasystems | 14.32 | | 0.7 |
| ATG | 3.25 | | 0.15 |
| SAP | 54.19 | | 2.48 |
| Sykes | 19.45 | | 0.84 |
| Unica | 8 | | 0.34 |
| RightNow | 13.68 | | 0.57 |
| Nortel | 6.71 | | 0.28 |
| NCR | 26.06 | | 0.83 |
| Vignette | 12.79 | | 0.33 |
| ICT | 9.37 | | 0.23 |
| Tekelc | 14.82 | | 0.35 |
| Amdocs | 29.35 | | 0.63 |
| NICE | 27.63 | | 0.57 |
| HP | 42.34 | | 0.69 |
| NetSuite | 18.86 | | 0.3 |
| Chordiant | 5.05 | | 0.08 |
| Epicor | 7.01 | | 0.11 |
| ClickSoftware | 2.55 | | 0.03 |
| Oracle | 20.44 | | 0.19 |
| LivePerson | 2.52 | | 0.01 |
| CDC | 2.66 | | 0.01 |
| Teletech | 17.9 | | 0.04 |
| SPSS | 35.25 | | 0.08 |
| Rainmaker | 2.9 | | 0 |
| Interactive | 7.52 |  | -0.01 |
| SupportSoft | 3.29 | | -0.01 |
| Convergys | 13.92 | | -0.08 |
| Selectica | 1.2 | | -0.01 |
| Astea | 3.6 | | -0.04 |
| APAC | 1.21 | | -0.03 |
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As of 4:00 p.m. on 7/16/08 |
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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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6/27/06 - Service Values
Yesterday, I shared the story about the "Ritz-Carlton Basics," a list of 20 service dos and don'ts, and how they are being reincarnated as 12 "service values." All employees are expected to execute their jobs within the framework of these service values but are still permitted to think outside the box to tailor the customer experience to the individual needs of each hotel guest.
Using Ritz-Carlton as an example, I challenged readers to evaluate whether their front line employees would know their organization's service values. That question prompted one reader to write, "Good start, Gary. Now if call center reps can recite some cute saying on demand but it is not reflected in what they do, then all that has been accomplished is to take the "Mission Statement Game" from a meaningless poster on the wall to a meaningless mantra."
This is a very valid perspective. So, let me re-phrase the question. "Can your front line employees recite your company's service values, and do their actions reflect the proper internalization of those service values?"
Gary Lemke, Publisher
(Share your thoughts)
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