| Stock Ticker |
| ICT | 8.28 |  | 0.2 |
| Tekelc | 16.28 | | 0.38 |
| Convergys | 16.03 | | 0.31 |
| SPSS | 31.93 | | 0.56 |
| NetSuite | 17.13 | | 0.3 |
| APAC | 2.33 | | 0.04 |
| SAP | 55.93 | | 0.6 |
| SupportSoft | 3.42 | | 0.03 |
| Selectica | 1.15 | | 0.01 |
| Teletech | 16.15 | | 0.11 |
| Chordiant | 6.03 | | 0.02 |
| Rainmaker | 2.99 | | 0.01 |
| Astea | 3.11 | | 0.01 |
| Intervoice | 8.24 | | 0.02 |
| Epicor | 8.5 | | 0.02 |
| ATG | 4.08 | | 0 |
| Nortel | 5.9 | | 0 |
| NICE | 30.24 |  | -0.01 |
| Interactive | 10.07 | | -0.02 |
| LivePerson | 3.2 | | -0.01 |
| Unica | 8.67 | | -0.03 |
| CDC | 2.61 | | -0.01 |
| Vignette | 13.44 | | -0.06 |
| Sykes | 20.47 | | -0.11 |
| eLoyalty | 4.85 | | -0.04 |
| Pegasystems | 14.62 | | -0.13 |
| Amdocs | 29.79 | | -0.4 |
| Oracle | 21.19 | | -0.36 |
| NCR | 25.54 | | -0.48 |
| RightNow | 14.18 | | -0.27 |
| HP | 45.09 | | -0.91 |
| Salesforce | 53.98 | | -1.17 |
| ClickSoftware | 2.33 | | -0.06 |
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As of 3:59 p.m. on 9/4/08 |
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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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10/31/07 - CRM's Chicken and the Egg
I ran across a quote a while back that I tucked away in my notes. This morning I happened to find it and I thought I should share it with you: "Designing your product for monetization first, and people second will probably leave you with neither." - Tara Hunt
I share it with you today because it leaves me a bit perplexed. I am having a difficult time resolving what I can really take away from the pearl of wisdom and how it applies in the real world. My first impression is that all products should be customer focused. However, a customer focused product that is unprofitable will not be long for the world - especially in a free market world. The other side of the coin, a profitable product without regard for the customer experience, seems equally doomed.
To me, this is CRM's "chicken and the egg" debate. Perhaps the right answer to the question is neither of the ones presented. But if we were set free from just these two options, what would we choose? Tell me what you think.
Gary Lemke, Publisher
(Share your thoughts)
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