| Stock Ticker |
| ICT | 5.04 |  | 0.41 |
| CDC | 1.24 | | 0.1 |
| RightNow | 8.9 | | 0.5 |
| Amdocs | 20.55 | | 0.92 |
| Chordiant | 2.93 | | 0.13 |
| ATG | 1.95 | | 0.07 |
| NetSuite | 8.42 | | 0.3 |
| Rainmaker | 0.91 | | 0.03 |
| Convergys | 7.06 | | 0.2 |
| Interactive | 7.03 | | 0.17 |
| LivePerson | 1.91 | | 0.04 |
| ClickSoftware | 2 | | 0.01 |
| Astea | 2.55 | | 0 |
| Sykes | 19.65 |  | -0.04 |
| Epicor | 4.76 | | -0.04 |
| Pegasystems | 12.65 | | -0.11 |
| Unica | 5.69 | | -0.06 |
| HP | 36.33 | | -0.48 |
| Teletech | 8.5 | | -0.12 |
| NICE | 23.08 | | -0.34 |
| SPSS | 26.79 | | -0.43 |
| NCR | 14.35 | | -0.24 |
| Oracle | 18.09 | | -0.32 |
| Salesforce | 33.35 | | -0.67 |
| SAP | 35.69 | | -0.93 |
| Vignette | 9.04 | | -0.24 |
| Tekelc | 13.1 | | -0.35 |
| Nortel | 0.28 | | -0.01 |
| SupportSoft | 2.1 | | -0.09 |
| APAC | 1.32 | | -0.06 |
| eLoyalty | 2.45 | | -0.52 |
| Selectica | 0.69 | | -0.19 |
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As of 3:59 p.m. on 1/5/09 |
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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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8/22/06 - Bake Off Strategies
Today I want to share a story I heard last week about a particular company's strategy in selecting a solution for their contact center. The company had developed a set of requirements and asked vendors to respond with their ability to meet those requirements. Fairly typical so far.
Once the company had narrowed the list of potential vendors to two, they had a "bake off" - a chance for each vendor to install the system to demonstrate capabilities. Although bake offs don't exactly mirror production environments, much can be learned. However, there is an investment required by both sides so they should not be done lightly or without clearly defined objectives.
Now here is the interesting part. Near the end of the bake off, the company introduced "new requirements." These new requirements were not last minute epiphanies. Rather, they were planned to test how easily the solution could adapt to changing requirements. I hadn't heard of this strategy before but if you believe your operation will change over time, testing your system’s ability to change is very important. If you do a bake off, I recommend you seriously consider this strategy.
Gary Lemke, Publisher
(Share your thoughts)
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