| Stock Ticker |
| LivePerson | 2.85 |  | 0.18 |
| Selectica | 1.16 | | 0.07 |
| ICT | 9.15 | | 0.55 |
| Interactive | 11.01 | | 0.49 |
| SupportSoft | 3.62 | | 0.14 |
| Vignette | 12.26 | | 0.45 |
| ClickSoftware | 2.46 | | 0.07 |
| Salesforce | 69.5 | | 1.88 |
| Oracle | 23.37 | | 0.62 |
| Convergys | 13.84 | | 0.34 |
| Epicor | 7.25 | | 0.16 |
| NetSuite | 16 | | 0.3 |
| Rainmaker | 3.23 | | 0.06 |
| eLoyalty | 5.59 | | 0.07 |
| ATG | 4.17 | | 0.05 |
| Teletech | 15.99 | | 0.19 |
| Nortel | 5.99 | | 0.07 |
| Amdocs | 30.86 | | 0.36 |
| RightNow | 16.71 | | 0.17 |
| Chordiant | 6.27 | | 0.06 |
| Pegasystems | 14.89 | | 0.14 |
| CDC | 3.07 | | 0.02 |
| NCR | 26.22 | | 0.08 |
| Sykes | 19.81 | | 0.06 |
| SPSS | 33.9 | | 0.09 |
| Intervoice | 8.21 | | 0.01 |
| HP | 45.47 |  | -0.04 |
| Tekelc | 16.83 | | -0.02 |
| NICE | 28.11 | | -0.36 |
| APAC | 1.47 | | -0.02 |
| SAP | 57.45 | | -0.84 |
| Astea | 3.59 | | -0.09 |
| Unica | 8.3 | | -0.42 |
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As of 4:00 p.m. on 8/7/08 |
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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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9/22/06 - Field Service Gains Momentum
When most of us think of CRM, we conveniently divide the world into three pieces - sales force automation (SFA), service/support (call centers), and marketing automation. Three-legged stools are fine, but four-legged stools are sturdier. What's missing? Field Service.
I was pleased to see more attention being paid to field service at the Gartner CRM conference this year. I saw it in the presentations as well as renewed interest on the part of attendees. I believe this interest is growing for a number of reasons. Not surprisingly, these reasons can all trace their origin to the potential to improve the bottom line.
Field service typically involves face-to-face contact with customers rather than just a phone call or self service. It typically involves large purchases and service contracts. It often involves "truck rolls." In short, it represents great opportunity. Opportunity to stay engaged with the customer in a more intimate way. It involves the ability to find new sales opportunities or, at a minimum, cross selling and up selling. For many companies, it represents higher than average profit margins. Next week, we'll talk more about why you should pay more attention to field service.
Gary Lemke, Publisher
(Share your thoughts)
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