| Stock Ticker |
| ATG | 1.55 |  | 0.2 |
| NetSuite | 6.3 | | 0.3 |
| Salesforce | 22.83 | | 0.87 |
| Selectica | 0.9 | | 0.02 |
| Intervoice | 8.24 | | 0.02 |
| CDC | 0.7 | | 0 |
| eLoyalty | 2.25 | | 0 |
| Rainmaker | 0.84 |  | -0.01 |
| SupportSoft | 1.96 | | -0.03 |
| Pegasystems | 10.09 | | -0.16 |
| Vignette | 7.52 | | -0.17 |
| SPSS | 22.28 | | -0.62 |
| Chordiant | 2.19 | | -0.08 |
| APAC | 1.35 | | -0.05 |
| Tekelc | 10.63 | | -0.4 |
| HP | 31.83 | | -1.2 |
| Astea | 2.63 | | -0.1 |
| Oracle | 15.4 | | -0.6 |
| NICE | 17.65 | | -1 |
| SAP | 29.7 | | -1.79 |
| Amdocs | 16.78 | | -1.14 |
| NCR | 13.32 | | -0.91 |
| Teletech | 7.28 | | -0.52 |
| Unica | 3.36 | | -0.24 |
| LivePerson | 1.5 | | -0.13 |
| RightNow | 5.8 | | -0.58 |
| Epicor | 3.59 | | -0.37 |
| Interactive | 5.79 | | -0.6 |
| Sykes | 14.89 | | -1.55 |
| Convergys | 4.06 | | -0.46 |
| ClickSoftware | 2.06 | | -0.24 |
| ICT | 2.86 | | -0.42 |
| Nortel | 0.43 | | -0.09 |
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As of 3:48 p.m. on 11/20/08 |
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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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7/3/07 - Let Freedom Reign
Last month, we talked about an idea being floated around that there should be an airline Bill of Rights. The talk was inspired by customer service fiascos earlier this year. The discussion stimulated thought on whether certain industries should have legislated service levels.
Quite frankly, I was surprised by the number of people sending emails suggesting that customer service legislation for certain industries is a good idea. Although I have difficulty with how legislation would be implemented and the extent to which it would have a positive impact, I respect the goal of demanding better service levels. Allow me to offer an additional thought that I saved for this week - Independence Day as celebrated in the United States.
If one considers the absolute best examples of business viewed as "service greats," one would be hard pressed to conclude the business became best in class motivated by law. More often, "service greats" become that way through a conscious decision to differentiate their business through service and a determination to make it happen in a consistent fashion. It is the freedom of their customers to match their spending with the perceived value of the product and/or service. Let freedom reign.
Gary Lemke, Publisher
(Share your thoughts)
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