| Stock Ticker |
| eLoyalty | 5 |  | 0.25 |
| Selectica | 1.12 | | 0.03 |
| Astea | 3.09 | | 0.06 |
| NetSuite | 18.03 | | 0.3 |
| APAC | 2.21 | | 0.03 |
| Salesforce | 65.48 | | 0.84 |
| LivePerson | 3.25 | | 0.04 |
| Pegasystems | 14.4 | | 0.09 |
| Sykes | 19.49 | | 0.09 |
| Vignette | 12.69 | | 0.05 |
| Intervoice | 8.21 | | 0.02 |
| Epicor | 7.92 | | 0.01 |
| RightNow | 16.85 | | 0.01 |
| Chordiant | 5.9 |  | -0.01 |
| SAP | 56.03 | | -0.16 |
| Amdocs | 30.09 | | -0.13 |
| NCR | 26.68 | | -0.12 |
| Interactive | 11.07 | | -0.08 |
| Oracle | 22.56 | | -0.21 |
| ATG | 4.12 | | -0.04 |
| NICE | 30.34 | | -0.32 |
| SupportSoft | 3.69 | | -0.04 |
| Unica | 8.98 | | -0.12 |
| Tekelc | 16.05 | | -0.27 |
| Convergys | 14.09 | | -0.26 |
| HP | 43.69 | | -0.91 |
| Rainmaker | 3.16 | | -0.07 |
| Nortel | 5.87 | | -0.18 |
| SPSS | 32.71 | | -1.1 |
| CDC | 2.5 | | -0.11 |
| Teletech | 15.24 | | -0.77 |
| ICT | 9.02 | | -0.55 |
| ClickSoftware | 2.52 | | -0.18 |
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As of 4:00 p.m. on 8/19/08 |
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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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9/6/07 - A Few More Test Driving Thoughts
Yesterday, we talked about encouraging your executives and board members to anonymously test driving customer service. Since more and more prospective customers are test driving customer service as a part of their purchasing decisions, it is important to understand if your contact center is enabling more sales or driving sales away.
A few additional comments. Some of you wrote that in addition to executives test driving customer service, some might be wise to consider mystery shoppers. Others suggested offering customers a "try before you buy" program because it brings the test drive out in the open where you have a bit more control of the situation.
And here is an interesting thought. Third parties are calling into contact centers to demonstrate service levels to demonstrate to prospects the value of buying support from them rather than the manufacturer. The natural extension to this activity is your competitors calling your contact center to demonstrate why prospects might not want to buy from you. Isn't that scary?
Gary Lemke, Publisher
(Share your thoughts)
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