"Our Take" - CRM Things to Be Thankful For

(Past Editions by: Date, Title, Topic)

 
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.
 
 
11/20/06 - Ten CRM Things We Should Be Thankful For - Part I
This week is Thanksgiving (at least in the United States). In the spirit of the holiday, I thought I would share with you ten CRM things we should be thankful for - a third of them today, a third tomorrow, and the last third on Wednesday. Let the countdown begin . . .
 
No. 10: The DNC registry has a positive dividend. Outbound call centers are spending more quality time reaching out to a more qualified group thus dealing with fewer belligerent people. No. 9: Most of us won't have to wait for Oracle's Fusion. Those that don't use a Siebel, Oracle, Peoplesoft derivative solution are exempt. Others have plenty of time to investigate alternatives. No 8: Large exhibit halls at CRM trades shows have disappeared. Indeed, we still see smaller gatherings but nothing to fill the likes of Moscone or McCormick.
 
OK. You now have the first three and I'll share three more tomorrow. Of course, feel free to share what you are thankful for as well.
 
Gary Lemke, Publisher
(Share your thoughts)
 
11/21/06 - Ten CRM Things We Should Be Thankful For - Part II
Yesterday, I started the countdown on ten CRM things we should be thankful for. You can review numbers eight, nine and ten. In true Letterman fashion, let's continue the countdown with the next three:
 
No. 7: CRM innovation doesn't always require massive amounts of capital. We continue to see new CRM solution providers entering the market equaling or exceeding the number of vendors that are acquired or go out of business. No. 6: There is no shortage of definitions for CRM. Ask ten people for a definition of CRM and get ten answers. But “CRM” certainly is a resilient term.
 
No. 5: Integration technologies are allowing us to do more with CRM. While integration can still be a heck of a challenge, it is getting easier. And that is a very good thing. That's it for today. I'll share the last four CRM things to be thankful for tomorrow. Of course, feel free to share what you are thankful for as well.
 
Gary Lemke, Publisher
(Share your thoughts)
 
11/22/06 - Ten CRM Things We Should Be Thankful For - Part III
Today we finish the countdown on ten CRM things we should be thankful for. You can review the first third (numbers 8, 9, and 10) and the second third (numbers 5, 6, and 7) before reading on. And now, the final four:
 
No. 4: No CRM vendor executives have gone to jail over accounting fraud (at least, that I am aware of). No. 3: More organizations finally understand that benchmarking is not the key to improving the customer experience. No 2: Corporations place higher value on call center operations when they realize that outsourcing is not just about saving money.
 
And the number one CRM thing we should be thankful for: Every organization has customers, every organization can always to better by their customers, and lastly, every organization has limitless opportunities to earn more customers. We should all be grateful for what our customers make possible. Happy Thanksgiving.
 
Gary Lemke, Publisher
(Share your thoughts)
 
11/29/06 - Thankful CRM Things - Update
Last week, I shared ten CRM things we should be thankful for. Number four on the list highlighted that we should be thankful no CRM executives have gone to jail over accounting fraud.
 
I thought that we should be able to hold our head high that we had not been tainted by corporate scandal. Based on reader input, perhaps our heads should hang a bit lower. It has been pointed out that Quintus, Peregrine, and CA have all been involved to some degree in executive acts consider less than exemplary.
 
My first thought was to not share this update but I think it is important to summarize reader input to the extent possible. I don't know what to make of these individual situations but I still believe the vast majority of CRM solution providers are playing by the rules. Do you agree?
 
Gary Lemke, Publisher
(Share your thoughts)