| Stock Ticker |
| Nortel | 5.87 |  | 0.29 |
| ClickSoftware | 2.35 | | 0.1 |
| ATG | 4.15 | | 0.15 |
| Tekelc | 16.34 | | 0.58 |
| RightNow | 15.28 | | 0.47 |
| Teletech | 15.48 | | 0.38 |
| LivePerson | 3.39 | | 0.08 |
| ICT | 8.19 | | 0.19 |
| Sykes | 20.1 | | 0.36 |
| NetSuite | 17.01 | | 0.3 |
| Epicor | 8.6 | | 0.14 |
| Pegasystems | 14.88 | | 0.23 |
| Amdocs | 29.97 | | 0.4 |
| Convergys | 14.75 | | 0.19 |
| Interactive | 10.29 | | 0.11 |
| Oracle | 22.34 | | 0.19 |
| Salesforce | 57.01 | | 0.45 |
| NCR | 26.64 | | 0.2 |
| Astea | 3 | | 0.02 |
| Chordiant | 5.93 | | 0.02 |
| Vignette | 13.8 | | 0.04 |
| SPSS | 31.67 | | 0.08 |
| eLoyalty | 5.05 | | 0.01 |
| SAP | 55.83 | | 0.06 |
| Selectica | 1.19 | | 0 |
| SupportSoft | 3.44 | | 0 |
| Intervoice | 8.24 |  | -0.01 |
| HP | 46.8 | | -0.06 |
| Rainmaker | 3.01 | | -0.01 |
| NICE | 31.04 | | -0.12 |
| Unica | 8.86 | | -0.08 |
| CDC | 2.64 | | -0.06 |
| APAC | 2.08 | | -0.05 |
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As of 4:00 p.m. on 8/27/08 |
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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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9/21/07 - CRM as a Cost Saver
Today, I'll share some more Gartner CRM conference observations from Paul Greenberg as blogged on myCRMcareer.com. It seems he heard from many about using CRM as a cost controller and he has some strong opinions about that. Here it goes.
More than one of the analysts suggested telling the boss that CRM can be a cost controller indicating such a message was something to basically tell the boss but not to really drive with. Another analyst seemed to think that this was some sort of driver for CRM - which I disagree with wholeheartedly. I don't even agree with setting a false expectation with the boss to get the project accepted, frankly. CRM is NEVER driven for any reason by its ability to save money. It can, but it may not. It's a costly ongoing programmatic initiative that benefits because it provides value to customers and in return receives value (in the form you hopefully are looking for) from customers. Period.
Paul has always been a straight shooter. You know exactly where he stands. Have you ever tried to get support and/or funding for a CRM project based on cost savings?
Gary Lemke, Publisher
(Share your thoughts)
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