| Stock Ticker |
| Intervoice | 8.14 |  | 1.47 |
| Salesforce | 67 | | 3.61 |
| eLoyalty | 5.23 | | 0.26 |
| Pegasystems | 14.32 | | 0.7 |
| ATG | 3.25 | | 0.15 |
| SAP | 54.19 | | 2.48 |
| Sykes | 19.45 | | 0.84 |
| Unica | 8 | | 0.34 |
| RightNow | 13.68 | | 0.57 |
| Nortel | 6.71 | | 0.28 |
| NCR | 26.06 | | 0.83 |
| Vignette | 12.79 | | 0.33 |
| ICT | 9.37 | | 0.23 |
| Tekelc | 14.82 | | 0.35 |
| Amdocs | 29.35 | | 0.63 |
| NICE | 27.63 | | 0.57 |
| HP | 42.34 | | 0.69 |
| NetSuite | 18.86 | | 0.3 |
| Chordiant | 5.05 | | 0.08 |
| Epicor | 7.01 | | 0.11 |
| ClickSoftware | 2.55 | | 0.03 |
| Oracle | 20.44 | | 0.19 |
| LivePerson | 2.52 | | 0.01 |
| CDC | 2.66 | | 0.01 |
| Teletech | 17.9 | | 0.04 |
| SPSS | 35.25 | | 0.08 |
| Rainmaker | 2.9 | | 0 |
| Interactive | 7.52 |  | -0.01 |
| SupportSoft | 3.29 | | -0.01 |
| Convergys | 13.92 | | -0.08 |
| Selectica | 1.2 | | -0.01 |
| Astea | 3.6 | | -0.04 |
| APAC | 1.21 | | -0.03 |
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As of 4:00 p.m. on 7/16/08 |
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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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12/4/06 - Learning from Unhappy Customers
In the last issue, I shared with you words of wisdom that "Customer complaints are the schoolbooks from which we learn. Indeed, many business leaders have talked about the importance of learning from unhappy customers.
It is safe to assume that most people buy in to the importance of customer feedback as a source for learning to do better. But do we spend as much time harvesting and analyzing customer information from our CRM systems as we spend inputting the information? In addition, does your organization have a healthy balance of resources between reporting and learning?
It has been my experience that many organizations work quite well when it comes to capturing customer input and reporting on it. However, doing something about it often means change and change is something that we often resist or fear. Why do we fear change when we know it will improve the customer experience?
Gary Lemke, Publisher
(Share your thoughts)
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