| 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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12/10/07 - CRM and the Lone Nut
You may have heard the term "lone nut theory" before. It has been ascribed to the discussion of assassination plots like that of John F Kennedy. It has also been used when investigating various political scandals. The basis of the idea is that a single individual can actually have a dramatic effect on the course of events. The bigger the event, the less likely we are to believe that it could be the work of a single individual. So we believe it must be the work of a collective group rather than a lone nut.
Now how does the lone nut theory apply to CRM? Or, perhaps the real question is "does it apply to CRM?" You may remember an article in this column a while back about Mona "The Hammer" Shaw. She was the grandmother that vented her frustration via a hammer on the office equipment at the local Comcast store. Did she make a difference?
You could say she did because her rage and subsequent arrest garnered national media attention. I can only imagine the Comcast PR people working overtime to address the inquiries from the press. I can only imagine the number of internal meetings held at the company to figure out what business processes need to be reviewed so it doesn't happen again. The list of things that might change based on the actions (premeditated or not) of a single individual could be endless. Let's talk more about the lone nut theory tomorrow.
Gary Lemke, Publisher
(Share your thoughts)
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