| Stock Ticker |
| Nortel | 1.69 |  | 0.12 |
| ClickSoftware | 2.36 | | 0.16 |
| NetSuite | 12.11 | | 0.3 |
| Chordiant | 3.25 | | 0.03 |
| Intervoice | 8.24 | | 0.02 |
| eLoyalty | 4.2 | | 0 |
| Tekelc | 12.75 |  | -0.08 |
| Amdocs | 25.02 | | -0.3 |
| CDC | 1.33 | | -0.02 |
| Selectica | 0.98 | | -0.02 |
| Pegasystems | 10.73 | | -0.26 |
| SPSS | 24.38 | | -0.62 |
| LivePerson | 2.85 | | -0.09 |
| HP | 38.5 | | -1.5 |
| Oracle | 16.21 | | -0.67 |
| SAP | 34.76 | | -1.55 |
| Vignette | 8.34 | | -0.39 |
| Unica | 5.88 | | -0.29 |
| Astea | 3.33 | | -0.17 |
| NCR | 17.3 | | -0.92 |
| NICE | 18.51 | | -1.15 |
| Teletech | 10.2 | | -0.7 |
| Sykes | 16.1 | | -1.15 |
| Salesforce | 33.97 | | -2.53 |
| SupportSoft | 2.41 | | -0.18 |
| ATG | 2.75 | | -0.23 |
| Convergys | 11.76 | | -1.01 |
| APAC | 1.47 | | -0.13 |
| Epicor | 6.25 | | -0.59 |
| Interactive | 7.11 | | -0.71 |
| Rainmaker | 1.4 | | -0.2 |
| RightNow | 6.16 | | -1.05 |
| ICT | 5 | | -1.82 |
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As of 3:48 p.m. on 10/9/08 |
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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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10/12/07 - How About a Little Noblesse Oblige?
The last two days, I've talked about one hypothesis why 17 million people have given up riding their bicycle in the last decade (read Are Bike Shops to Blame? and Who's To Blame? for more background). Many of you have had similar bike shop experiences. Consider this perspective about bike shops and computer support. . .
"At one shop, my son and I were totally ignored, and we felt very unwelcome. At another shop, my daughter and I were abandoned when the guy found out the bike was not for my daughter but for me. Without the help of a friend, I wouldn't have been able to handle the awkwardness I felt throughout the process. I'd felt I'd been judged and come up short. Tech support can feel like that to the non-technical person seeking help. They know that a lot of help desk people have prejudged callers as if not idiots, inferiors. There's a vocabulary gap. The playing field is clearly not level, and respect is not a given."
Now here is the really good thought: "There's an old concept of Noblesse oblige - that if you have the advantage in a situation, it is incumbent on you to be generous toward the disadvantaged. Or, to put it another way, you shouldn't use your skills and knowledge to make the less skilled and less knowledgeable feel bad while you're helping them. Callers have a problem, and are vulnerable. Yet we have scripts and processes that cause them to be treated like idiots. Too often we dumb things down, instead of extending our hands and lifting our customers up."
Gary Lemke, Publisher
(Share your thoughts)
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